Login and access issues

Most sign-in problems come down to one of two things: being on the wrong login page, or using details that have changed. Working through this guide in order resolves the great majority of cases without needing to contact anyone.

Step 1 — Make sure you are on the right login page

There are two distinct logins, and they are not interchangeable.

• School Owner login — for people who own schools. Reached from the website. Owners use it to manage their schools, create administrators, and handle the subscription plan. Nobody else uses this page.
• School login — for administrators, teachers, students, and parents. This is your school’s own login page, reached at your school’s link or subdomain.

If you are a teacher, student, or parent trying to sign in through the owner login, it will never work no matter how correct your password is. Ask your school for the school login link and save it as a bookmark.

Step 2 — Check your details

1. Confirm you are using the exact email address or username the school issued.
2. Type your password rather than pasting it, in case an extra space was copied.
3. Check that caps lock is off.
4. Try once more carefully before assuming the account is at fault.

Step 3 — Reset your password

1. Use Forgot password where it appears on your login page.
2. Enter the email address associated with your account.
3. Check your inbox, including spam and promotions folders.
4. Follow the link and set a new password.
5. Sign in with the new password.

If no message arrives, the address on your account may be different from the one you are checking. Ask your school office which address is on file.

Step 4 — Temporary passwords

If your school issued you a temporary password, sign in with it and you will be prompted to create your own password. Once you have set your own password, the temporary one no longer applies.

Who to ask for help

• Students and parents — ask your school office. Administrators can reset your access.
• Teachers and staff — ask your school administrator.
• School administrators — ask your school owner, who can reset or recreate the administrator from the owner dashboard.
• School owners — use the website Contact page for owner-account problems.

Contact your school first for anything to do with a school account. Your school controls those accounts directly and can usually resolve it immediately.

Other access questions

A lock screen appeared while I was working

The portal locks after a period of inactivity to protect your information. Enter your password to continue where you left off.

I can sign in but cannot see what I expect

That is a permissions question rather than a login one. Your role determines your menus. Ask your administrator to review your role.

A parent cannot see one of their children

The child is not linked to that parent account. The school office can link them.

Our administrator has left the school

The school owner resets or recreates the administrator from the owner dashboard. Because ownership sits with the owner account, a staff departure never locks the school out.

Tips

• Bookmark your school login page so you never land on the wrong one.
• Keep your email address current with the school so resets can reach you.
• Use a unique password that you do not use elsewhere.
• Sign out on shared devices, especially in a school computer room.
• Never share your login. Ask for a separate account instead.

What’s next

If you are signing in for the first time with details supplied by your school, read the guide to temporary passwords and first login.