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BBID and Tuition Management SSO issues

Sondra Berry

After converting to BBID, has anyone experienced problems with the SSO link between the school app (Resource Board direct link) and Tuition Management?

Before we converted our parents to BBID, they were able to access Tuition Management via a SSO link on the Resource Board. However, after converting, some parents are unable to access Tuition Management using the link until they go to https://parent.blackbaud.school, enter their email address, phone number, and family ID. I thought it was because some parents are now authenticating with their Gmail credentials which would change their password, but the support rep with Tuition Management said once they reset their schoolapp password, it should sync with Tuition Management. Anyone else experiencing this?

I have two cases open regarding this - one with Education Management Solutions and one with Tuition Management.

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Comments

Candace Chesler

I have not had any parents report that issue to me - but then again - it is highly likely that the SSO is broken - and no one has thought to mention it. I will check in with a few folks and see if that is happening. Disclosure - we converted our parents to BBID in November - and have now gone through a contract cycle - so I am guessing that their accounts are linked. But that's just a guess.

Geoffrey Goodfellow

For what it's worth, we have not noticed that problem. I do know that we have parents where the SSO to Tuition Management has been unkowingly broken all year (even before BBID) and they are just discovering the problem now as we ask them to login in preparation for the next academic year. We converted all of our parents to BBID last summer, and it went relatively smoothly, but I don't believe any of them had issues going from Resource Board to Tuition Management thereafter.

Jamie Cross

@Sondra Berry Apparently we are starting to see this issue since parents are starting to try to pay their first bill of the year after converting their accounts to BBID in June. Of course this is the first time these parents are clicking the SSO link since before converting to BBID.

Did you get any resolution from either support case?

Kathleen Sanders

@Sondra Berry Hi Sondra. We have just converted parents to BBID and have a parent with this same issue, unable to connect to Tuition Management without signing in with their email, phone number, and family ID. Did you get any resolution to the issue? Thank you.

Jamie Lyons

@Kathleen Sanders
Hello! The Single Sign On into Tuition Management should work regardless of the BBID status of the payer attempting to log in. Please submit a case through Support with information for the specific account(s) experiencing an issue and we are happy to look through it to resolve this issue for your payers. If possible, a video of the experience is immensely helpful in troubleshooting. The other cases mentioned here have been resolved/are being worked on currently. Thank you!

Kathleen Sanders

@Jamie Lyons Thank you, Jamie. The parent involved said she was able to connect without any issue the following day.

Kerre Conerly

@Jamie Lyons
Yes, we are also experiencing this issue and have a case open.

Sondra Berry

@Kathleen Sanders and @Jamie Cross Sorry for the late reply. I got caught up on back-to-school preparation and my inbox exploded. Support was not able to offer any reason why it was happening. They said, "BBID is not yet used for Parents in Tuition Management. There were not any reports of issues with the connection when changing over to BBID. However, if parents log in through the SSO link, it should establish the connection and they would not have issues moving forward."

The bottom line was that as Tuition Management is not using BBID, changing to BBID for the (formerly) OnProducts would not make a difference. The sync between the two products would remain unchanged. I thought perhaps it was happening to people changing their passwords after setting up their BBID, but again, Tuition Management uses a completely different password.