I cannot sign in

Check the username, not the email. Students sign in with a username, not an email address. A child login created by a parent has whatever username the parent chose, which is often not an email at all.

Reset the password. Use the Forgot password? link on the sign-in page - it emails a one-hour reset link to the address on the account. A parent can reset a child's password from the child's card in Family view without needing the old one, because children's logins have no email on purpose.

Check who owns the account. If a parent created the login, the parent account is the one that can change it. Children's accounts are deliberately not self-service for recovery, because the parent is the verified contact on file.

Still stuck? Use the Help button in the corner of any page. You do not need to be signed in to reach it, which is the whole point.

More in Account and sign-in

• Exporting or deleting your data
• Parent and child accounts

Did this answer it? If not, the Help button in the bottom-right corner of any page reaches a person, signed in or not.