Frequently Asked Questions
This page answers the questions school staff most commonly ask about accessing the platform, running the survey, and interpreting the report. Click any question to expand the answer.
Access and Login
How do I get access to the platform?
Access is granted through an invitation. A staff member with the ProjectAdmin or DataOwner role sends you an invitation email containing a secure Accept Invitation link. You cannot register on the platform without this link. If you have not received an invitation, contact the staff member managing your school's project.
I received an invitation but the link is not working. What should I do?
Invitation links expire after a set period. If your link is no longer valid, contact your school's ProjectAdmin and ask them to resend the invitation. In the User Management page, your name will appear with a Resend Invitation status, and they can issue a new link from there.
Do I need to set up two-factor authentication (2FA)?
Yes. Two-factor authentication is required for all staff accounts. During registration, you will be prompted to set up 2FA using an authenticator app such as Google Authenticator. Scan the QR code provided during setup and save your recovery code in a secure location — you will need it if you lose access to your authenticator app.
I have lost access to my authenticator app. What do I do?
Use the recovery code you saved during the 2FA setup process. If you did not save the recovery code, contact your ProjectAdmin or SNA Toolbox support at support@snatoolbox.com for assistance.
Do students need to log in to complete the survey?
No. Students receive a secure survey link by email or SMS. They click the link to open their survey and complete it without logging in or creating an account. No registration is required for students.
IT and Technical Setup
What domains does our IT team need to whitelist?
Your school's network and web filtering must allow access to the following:
app.snatoolbox.com— the survey and platform domainapi.snatoolbox.com— the platform API
Survey links sent to students follow this format:
https://app.snatoolbox.com/survey/si/[token]
Who sends the survey emails and what address do they come from?
Survey invitation and reminder emails are sent from admin@snatoolbox.com via Amazon Simple Email Service (Amazon SES). Ask your IT administrator to add admin@snatoolbox.com and amazonses.com to the allowlist to ensure reliable delivery.
Students are not receiving their invitation emails. What should we check?
Work through the following in order:
- Check that
app.snatoolbox.comandapi.snatoolbox.comare accessible on the school network. - Check whether invitation emails are landing in spam or junk folders.
- Confirm that
admin@snatoolbox.comis not being blocked or quarantined by your email system. - Check whether your school's email server rate limits are preventing bulk delivery from
amazonses.com.
For further assistance, contact support@snatoolbox.com.
Some students do not have school email addresses. How do we get the survey to them?
If some students cannot receive emails, you can generate printable PDF invitations from the Tracking Survey Progress page. Click Generate PDF Invites to produce a PDF file containing each student's name, survey link, passcode, and QR code. Print and distribute these to the students who need them.
Adding Students and Managing Participants
How do we add students to the project?
Students are added as nodes in the platform. You can add them one at a time or upload a file in bulk from the Adding Students section of your project. Refer to the Adding Students page for step-by-step instructions.
Can we add students after the survey has started?
Contact your SNA Toolbox project administrator before making changes to the participant list after the survey is live. Adding students mid-survey may affect data completeness and report accuracy.
A student's name or email address was entered incorrectly. Can we fix it?
Yes. Student details can be updated in the nodes list before or during data collection. Contact your ProjectAdmin if you do not have the permissions to edit student records directly.
Can a student complete the survey more than once?
No. Each student receives a unique survey link tied to their record. Once a student completes the survey, their link is no longer active for submission.
Data Collection and Survey Progress
How do we know which students have completed the survey?
Open the Tracking Survey Progress page during the data collection period. The table shows each student's participation status — Invited, In Progress, or Completed — along with their completion percentage and last activity timestamp.
How do we send reminders to students who have not completed the survey?
On the Tracking Survey Progress page, select the students whose status is Invited or In Progress, then click Send Reminder from the action bar. You can also send a reminder to a single student by clicking the three-dot menu at the end of their row and selecting Send Reminder.
Can we see survey responses as they come in?
Yes. The Live Analytics page shows real-time charts and visualisations of survey responses as students submit them. This lets you monitor emerging patterns and spot any issues before data collection closes.
A student says they submitted the survey but their status still shows as In Progress. What should we do?
Ask the student to check whether they clicked the final submit button at the end of the survey. Responses are not recorded until the survey is formally submitted. If the issue persists, contact support@snatoolbox.com.
The School Report
When will we receive the report?
The report is generated after data collection closes and is shared with your school by the SNA Toolbox team. You will receive an email notification with a direct link when the report is available. The time between data collection closing and the report being shared depends on your project schedule — check with your project administrator if you are unsure of the timeline.
How do we access the report?
You can open the report from the direct link in your notification email, or from within the platform by navigating to your Project, selecting your Panel, and clicking Reports in the left sidebar. Bookmark the direct link for easy access during staff meetings.
Can we edit or download the report?
The report is read-only. You can interact with and explore all the data — filtering, searching, switching tabs, and hovering for tooltips — but you cannot edit the content or layout. If you believe something in the report requires correction, contact your SNA Toolbox project administrator.
Who in our school should have access to the report?
Access depends on the roles assigned in your project. Staff with a ReportViewer role or above can view the report. The appropriate roles for your school's pastoral leaders, wellbeing staff, year coordinators, and senior leadership should be set up by your ProjectAdmin. Refer to the Project Access page for a description of each role.
Where should we start when reading the report for the first time?
Start with the Year Level Dashboard to get the overall wellbeing picture for the cohort, then move to the Action Dashboard to see which students need follow-up. From there, use the Student Dashboard to review individual students in depth. The How to Read Your Report page provides a full suggested workflow.
Wellbeing Scores and Data
What do the three wellbeing scores — Social, Mental, and Academic — actually measure?
Each score is a composite measure derived from multiple survey items, not a single question. They are designed to give a meaningful signal at both the cohort and individual level.
- Social Wellbeing — measures the strength and reciprocity of friendship ties and the relative absence of disrespect connections.
- Mental Wellbeing — based on the internationally recognised Kessler K6 Psychological Distress Scale, adjusted to range from 0% (high distress) to 100% (low distress).
- Academic Wellbeing — reflects academic engagement, achievement, mindset, and peer feedback relationships.
What is the K6 score and how should we interpret it?
The K6 score is a measure of psychological distress from the Kessler 6 scale, which runs from 6 to 30. A score of 18 or above is generally considered to indicate significant psychological distress. Students appearing at the top of the Mental Health list on the Action Dashboard should be prioritised for a wellbeing check-in.
K6 scores are self-reported survey data. Treat them as one indicator among several — not as a clinical diagnosis. Always use this information to prompt a conversation, not to make assumptions about a student's mental health status.
A student has a low wellbeing score. Does this mean there is something seriously wrong?
Not necessarily. Wellbeing scores are starting points for professional judgement and pastoral conversation — not diagnostic conclusions. Two students can have similar scores for very different reasons. Always read the insight cards alongside the score, cross-reference with peer network data, and draw on your direct knowledge of the student before deciding on a response.
What does it mean if a student has no data showing in their profile?
Students who did not complete the survey will show limited or empty data in individual student views. Missing values are indicated with a dash (—) or a placeholder message. If a student's data is missing and you expected them to have completed the survey, check their status on the Tracking Survey Progress page.
Are the wellbeing scores comparable year on year?
Scores for the current cohort can be compared against the national benchmark using the Year vs Benchmark page. Direct year-on-year comparison within your school depends on whether previous surveys used the same configuration. Speak with your SNA Toolbox project administrator about historical comparisons.
Follow-Up Actions
How are follow-up actions created?
Actions are created in two ways. The platform generates them automatically when a student's survey response triggers a rule set up by your project administrator — for example, a response indicating a wellbeing concern. Staff can also create actions manually from a student's profile when a follow-up task needs to be recorded outside of survey rules.
Who can see and manage actions?
Actions are visible to all staff with appropriate project access. Responsibility is tracked using the Assigned To field on each action. Your ProjectAdmin can confirm which roles have access to the Actions module.
How do we mark an action as complete?
Open the action from the Actions page by clicking the view icon at the end of the row. Update the Status field to Resolved and add a note to the Activity History to record what was done. Changes are saved automatically.
Can we record notes about a follow-up conversation with a student?
Yes. Each action has an Activity History section where you can add free-text notes. All updates are automatically timestamped and logged, creating a full record of the follow-up process.
Data and Privacy
Can students or parents see the report?
The report is shared with school staff only and is not accessible to students or parents through the platform. Follow your school's student welfare and privacy policies when deciding how to share or discuss findings externally.
How should we handle sensitive data — such as disrespect or mental health information — identified in the report?
All data relating to student wellbeing should be handled in accordance with your school's student welfare and privacy policies. Disrespect network data reflects survey self-reports and should be used to inform pastoral responses and supportive conversations — not as a basis for disciplinary action on its own. Mental health indicators should be used to prompt check-ins and referrals, not to label students.
Is the AI sentiment analysis on the Student Comment Analysis page reliable?
The AI sentiment analysis is a guide for directing your attention, not a conclusion. It assigns a sentiment (positive or negative) and a theme to each student comment, but it can misread tone — especially in short or ambiguous responses. Always read the student's comment in full before acting on any sentiment score.
How long is student data retained?
Data retention is governed by your agreement with SNA Toolbox. Contact your project administrator or SNA Toolbox support at support@snatoolbox.com for details specific to your school's project.
Getting Help
Who do we contact if we have a technical problem?
For technical issues with the platform, contact SNA Toolbox support at support@snatoolbox.com. For issues specific to your school's project setup — such as user access, student lists, or report availability — contact your ProjectAdmin first.
Where can we find more detailed guidance on using the report?
Each page of the report has a dedicated guide in the School Report section of this manual. The guides explain what each page shows, how to interact with it, and how to use the data in practice. The How to Read Your Report page is the recommended starting point.