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I need help with one of my student's account/log in. Please who do I contact

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My name is José Garrigó and I use a free account. My student had no issues logging in until yesterday. She also does not remember how to get into her email so forgot password is not an option.

 

I have changed the password in my roster/members page, but it is not recognizing it.

 

Help, please, I do not want to loose her progress and this affects also two other instructors.

 

Thank you

Answered

3 comments

  • Avatar
    Charles Black Official comment

    Hello Mr. Garrigó,

    I apologize for any problems you and your learners have experienced when attempting to login to Schoology.

    Here are a few troubleshooting items that may help you resolve the issue:

    • - Make sure the student is logging in with the email address/username they used to register their account.
    • - Make sure the student is entering their login (email/username) information correctly.
    • - If the student is logging in with a username, double check that they are also entering in the correct school.
    • - Make sure the student is logging in with the correct account. Students may have more than one Schoology account.

    Please have the student resolve their email account password issue, which will then allow them to reset their Schoology password on their own, should this issue occur again in the future.

    If you continue to have an issue with student logins, please open a ticket with the Support Team here: https://support.schoology.com/hc/en-us/requests/new 

    Thank you!

    Charles
    Knowledge Management & Community Specialist
    Schoology, Inc.

  • 0
    Avatar
    Mr Garrigó

    Student created a 2nd account since we tried since yesterday all of those steps to no success. The reply really was of no help, but thank you for taking the time.

  • 0
    Avatar
    Charles Black

    Hi Mr. Garrigó,

    Very sorry to hear that the initial issue has not been resolved. Please make sure to create a ticket with the Support Team, they should be able to help you identify the issue and resolve it.

    Thanks again for sharing your question in the community.

    - Charles, Schoology Team

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