With the new BBID authentication method, I can't see everything that may be happening with a user's account...whether they use BBID to access multiple schools, what their error might be, etc. Other tools, like Magnus Health, have a parent support line where customer service agents can help them. That would be very nice for Blackbaud to implement. Other than telling parents to use an incognito browser, clear cookies/cache, and reset their password, I am unable to assist them.