Sign-in Problems

Nearly every sign-in problem is one of five things. Work down the list in order.

1. They are using the wrong sign-in details

The sign-in box accepts either the username or the email address held on the account.

Open your class and go to the Students tab. It lists the email address for every pupil, so you can read theirs back to them. This solves the problem more often than anything else on this page, usually because the pupil is typing a personal address rather than the one on their account.

2. Wrong password, repeatedly

After several failed attempts in a row, sign-ins from that account are blocked for a short while. This is deliberate, and it protects accounts from being guessed at.

If a pupil has been trying variations for a few minutes, that is usually what has happened. Waiting briefly and then entering the correct password works. If they cannot remember it, reset it rather than letting them keep guessing.

3. They need a new password

You can set one yourself rather than waiting for a reset email. On the Students tab, edit the pupil and give them a new password.

This is usually faster than the email route, which relies on the pupil being able to reach their inbox from school.

4. They sign in, but see nothing

If they can sign in but no courses appear, the account is fine and the problem is access:

• Check they are on the register, on the Students tab.
• Check the class has courses assigned, on the Courses tab.
• Check your membership has not expired. If it has, every pupil loses access at once rather than one at a time.

If a whole class is affected, it is almost never their accounts.

5. They never had an account

A pupil given a class code still has to create an account before joining. If they have not done that yet, there is nothing to sign in to. Send them to Joining a class.

Still stuck

Contact us with the pupil's username and the class they should be in, and we will look at the account directly. Please do not send us passwords.

Screens in these guides use a demonstration account, so your own school name, courses and dates will be different.