Fix sign-in and verification problems
Start with the account role
Instructor and pupil sign-in screens are separate. A school administrator uses the web console. An email/password accepted in one role is not a promise of access to another role.
Work through these checks
- Confirm whether you are an instructor, pupil or administrator.
- Check the email spelling and use the record your instructor/school created.
- For an invited instructor, finish account activation and the password step.
- For a newly registered instructor, finish email verification. Check junk mail.
- Use Forgot Password? on the correct role’s sign-in screen if needed.
- Check internet access. If asked to wait because of repeated attempts, allow the indicated interval before retrying.
For example, a pupil trying the teacher login should switch to Student rather than repeatedly resetting a correct pupil password.
Important things to know
An unverified pupil may need to sign in before an instructor can plan lessons. A deleted account cannot necessarily be recovered with a password reset. Avoid creating a duplicate profile because it can leave lessons attached to the original record.
Troubleshooting a continuing failure
Ask your instructor or school to confirm account status. For support, provide the role, app version, approximate time, non-sensitive error/reference and steps tried. Do not send your password, verification code, token or payment details.