Help Centre
Frequently Asked Questions
Everything you need to know about Never Left Behind — from setup to security.
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General
Never Left Behind (NLB) is a cloud-based school and centre management platform for education centres in Malaysia and the region. It handles attendance tracking, billing and invoicing, parent communication, academic progress, and multi-branch management — all from one app. Available on web, iOS, and Android.
NLB serves any education centre that tracks student attendance and collects fees: nurseries, childcare centres, kindergartens, primary schools, tuition centres, enrichment programmes, religious schools (tahfiz, madrasah), sports academies, and school chains with multiple campuses.
Yes. NLB is fully compliant with Malaysia's Personal Data Protection Act 2010 (PDPA) and follows international data protection best practices. We act as a data processor on behalf of the school. Personal data is collected only for legitimate educational purposes. Guardian consent is obtained during enrolment. All data is hosted on Google Cloud's ISO 27001-certified infrastructure.
The NLB app supports 24 languages including Malay (BM), English, Mandarin (Simplified & Traditional), Tamil, Arabic, Indonesian, Thai, Vietnamese, Japanese, Korean, Hindi, and more. Each centre can set its default language, and individual users can switch languages anytime.
Yes — NLB has dedicated apps for iOS and Android, plus a full web dashboard. Teachers and staff use the admin app to manage attendance, classes, and billing. Parents use the guardian app to receive notifications, view attendance, pay fees, and check homework and grades.
Setup & Onboarding
Most centres are fully live within 1 hour. Our guided onboarding wizard walks you through adding your school profile, classes, students, and staff. You can import existing student lists from Excel or CSV. No technical knowledge required.
Yes. Upload a CSV or Excel file with student names, classes, and guardian contacts. NLB maps the columns automatically and imports everything in one go. You can also add students manually or let parents self-register via a signup link.
No — NLB works on any smartphone, tablet, or computer with a web browser. For QR check-in, you just need a phone camera. For NFC check-in, you need an NFC-capable Android phone or a USB NFC reader. Kiosk mode works on any tablet mounted at the entrance.
Attendance
Each student gets a unique QR code linked to their profile. Print it on their school bag tag, student card, or display it in the parent app. Staff scan it with any phone camera, or students scan at a kiosk. Check-in is instant, and all registered guardians receive a push notification immediately.
Yes, with self check-in mode. Parents scan their child's QR code at the entrance kiosk or on their own phone. Optional geofencing verifies the parent is physically at the school before allowing check-in — preventing remote check-ins.
NLB automatically flags absent children at your configured cut-off time (e.g. 9:00 AM). It sends a gentle absence query to all registered guardians: 'We noticed [child name] has not checked in today. Please confirm if they will be absent.' Guardians can respond directly in the app.
Core check-in data is cached locally on the device and syncs automatically when connectivity returns. This ensures attendance is never lost even if the Wi-Fi goes down during busy morning drop-off periods.
Face recognition (Pro+, runs on-device), QR code scan (all plans), NFC tap (Growth+), PIN check-in, self check-in kiosk, manual check-in by staff (all plans), and parent QR check-in. You can use different methods for different situations — face for hands-free morning drop-off, QR for everyday pickup.
Billing & Payments
FPX (all major Malaysian banks including Maybank, CIMB, RHB, Public Bank, Hong Leong), credit and debit cards (Visa/Mastercard via Stripe), Touch 'n Go eWallet, GrabPay, and DuitNow QR. Cash, cheque, and bank transfer can be recorded manually.
Yes — attendance-linked billing is one of NLB's most popular features. Services like transport and meal plans can be configured to charge only on days the student was present. NLB calculates the exact amount automatically when you generate invoices.
Stripe's standard processing fee applies (approximately 3% + RM1.00 for FPX, 3.4% + RM1.00 for cards). There is no additional NLB platform fee. The school always covers the processing fee — it's never passed on to parents.
Yes. Set up your fee items (tuition, transport, meals, etc.), configure the billing cycle, and NLB generates all invoices with one click. Attendance-linked items are calculated automatically. Invoices are sent to parents via push notification, email, or WhatsApp.
Yes. NLB supports LHDN MyInvois e-invoice submission for Malaysia tax compliance. On Growth plan and above, e-invoices are generated automatically when invoices are issued. This ensures compliance with the LHDN Phase 5 mandate.
Plans & Pricing
Four self-serve plans: Free (RM0, 20 students, 1 branch, 2 staff), Starter (RM19/mo, 100 students, 2 branches, 5 staff), Growth (RM49/mo, 300 students, 5 branches, 15 staff), and Pro (RM99/mo, 800 students, 15 branches, 40 staff). We also offer White Label plans for operators wanting their own branded app.
Yes — you can start a 14-day Pro trial with no credit card required. The trial gives you full Pro features with trial limits (20 students, 1 branch, 2 staff). After 14 days, your workspace falls back to the Free plan unless you upgrade. All data is preserved.
Yes. Purchase Student Pack add-ons (+50 students each at RM12/mo) on any paid plan. You can also add Branch Packs (+1 branch at RM25/mo) and Staff Packs (+5 staff at RM17/mo). Add-ons are available on Starter, Growth, and Pro plans.
Yes. We have a dedicated NGO plan at RM9/mo for registered non-profit organisations running educational programmes. Contact sales@nlb.thebigdays.com with your SSM registration or charity registration documents.
Multi-Campus
Yes. Pro plan supports up to 15 branches under one organisation account. Each campus has its own admin, students, classes, and fee structures. The group dashboard shows consolidated attendance, enrolment, revenue, and outstanding fees across all campuses in real time.
Yes. Teacher accounts can be linked to multiple campuses. They see a unified schedule showing their classes across all locations, and can mark attendance and post content for each campus from a single login.
Yes. Inter-campus student transfer takes 2 clicks and preserves the student's full history — attendance records, grades, payment history, and guardian contacts all move with the student.
Security & Privacy
Yes. All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Infrastructure runs on Google Cloud in Singapore (asia-southeast1). We follow ISO 27001-aligned security practices and conduct regular security reviews.
Only authorised users within your organisation. Role-based access control ensures teachers only see their assigned classes, staff see only what they need, and admins have full visibility. Guardians can only see their own children's data. All access is logged.
Your data is retained for 90 days after cancellation, giving you time to export everything. You can export all student records, attendance logs, grades, and billing history as CSV, PDF, or a complete ZIP dump. After 90 days, data is permanently and irreversibly deleted.
For Parents
Parents download the NLB app (iOS or Android) and are invited by the school. They can: receive real-time check-in/check-out notifications, view attendance history, pay invoices online, see homework assignments and due dates, read progress notes and report cards, and communicate with teachers.
Yes. Each student can have multiple guardians — mum, dad, grandparent, nanny, or any authorised adult. All linked guardians receive check-in notifications and can access the child's profile in the app. You can also set an authorised pickup list with photo verification.
Still have questions? Our team responds within 4 hours during business hours.
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