Trouble signing in

Why this exists

Being locked out when you want to check a lesson or a message is frustrating. This page takes you through the usual causes in order, from the address you typed to a forgotten password or a lost phone. Most problems are fixed in a few minutes without contacting your centre.

If you cannot sign in, work through these steps in order.

1. Check the address

Sign in at your own centre's portal address. Type your email address exactly as your centre has it, and check caps lock is off.

2. Reset your password

1. Open Sign in and choose Forgot password, or go to Forgot password.
2. Type your email address and choose Send reset link.
3. Open the email and follow the link to choose a new password.

The link works once. If it says it has expired or has already been used, ask for a new one. If no email arrives, check your junk folder, then check with your centre that they have the right address for you.

3. Read the message on the sign-in page

• "That email, username or password is not right." Check both and try again.
• "Too many attempts." After a few wrong passwords, sign-in slows down and then stops for a while. Wait a few minutes, or reset your password.
• "This sign-in has been switched off by your centre." Contact your centre.

Two-step sign-in

If you set up two-step sign-in, the app asks for the code from your authenticator app after your password. If you have lost your phone, choose to use a recovery code instead, or go to Use a recovery code. Each recovery code works once. If you have none left, ask your centre's admin to reset your two-step sign-in.

Your child cannot sign in

Children sign in with their username, not an email address. If they forget their password, you reset it in My family.

Related

• Adding and looking after your children
• Phones, tablets and installing the app