How can I help my students who aren’t on the class login page and can’t log in?

There are two main reasons why a student would not be listed on your Class Login page and unable to access our programs:

1. The student needs to be added to your class roster.
2. The student needs to be assigned a product license.

Not having a license is also one of the reasons that a QR code or SSO like Clever or ClassLink might not log a student into one of the programs.

Sometimes a simple browser refresh can help. If not, we suggest you follow the steps below.

• Check the Roster
• Check the Product License
• Refresh the Website
• Contact Us

Check the Roster

1. From the Educator Center, click Accounts, then Manage, then Students.
2. Search for your student’s name.
3. If the student is not listed as part of your Class, add them to your roster manually. (If your school rostered with an SSO like Clever or ClassLink, you may need an Administrator to add the student that way.)

Check the Product License

Once you’ve confirmed that the student is on your roster, you should check his or her license status:

1. From the Educator Center, click Accounts, then Manage, then Students.
2. Click on your student’s name to open the Student Info view.
3. Scroll down to the Products section to see if they have a valid product license.
4. If they don’t have a product license, contact your administrator to assign a license (or assign it yourself if your Admin has already distributed licenses to you).

Refresh the Website

There are times that simply refreshing your web browser (Chrome, Safari, Firefox, etc.) will solve your issue. If you have a recently added student on your roster and assigned a license, but you aren’t yet seeing the student on the Login page, refreshing your browser may update the page and show the new student. The same is true if you don't immediately see other types of changes you made on the Educator Center.

1. Sign out of the Program Login / Class Login page.
2. Refresh your browser:
   • On most computers, you can press the F5 key at the top of your keyboard or click the circular Reload arrow on your browser (holding down the Shift or Ctrl keys while clicking the Reload button is sometimes even more effective). 
   • Most mobile browsers will reload/refresh if you pull down from the top of the screen until you see a circular arrow. 
   • In some cases, may need to clear your browser's cache/browsing history.
3. Sign back into the refreshed Class Login screen.

Contact Us

Still experiencing this issue? We are here to help! Talk to our team using the chat widget or submit a ticket.