How to Resolve Account Lockouts and Password Issues for Students

If a student is locked out of their account and cannot use the "Forgot Password" feature, follow these steps:

Important note:

For the "Forgot Password" feature to work, your school must have the email system up and running. Please refer to the documentation "How to Set Up My School's Email." 

Step 1:  Go to Main Menu > Student and select the desired student to go into their profile.

• If you can't find the student, clear all of the filters.  For more information, see the documentation "I can't find a student, but I know they're in the system"

Step 2:  After going into the student's profile, verify that they have an email address in their main section.  Without an email address, they cannot log into the system.  

Step 3:  If they don't have an email address on file, add their email and then assign them a temporary password by selecting the "Assign Password" below their avatar image.  

Step 4:  If they have an email address on file, if the button below their avatar says "Assign Password", that means that a password was never assigned to them.  Select the "Assign Password" button and assign them a temporary password.

• For more information, see the documentation "How to create add a student or staff account".

Step 5:  If the button under the avatar says "Change Password" that means that they have a password associated with their account.  You can only change their password if you know their current password.  

Step 6: If you don't know their current password and the student is locked out of their account and cannot reset their password using the "Forgot Password" feature, you'll need to contact Technical Support.