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Student can't log in

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I have students who created an account yesterday.  They are in my class list.  When they try to recover a password, it tells them that the e-mail is not registered with Schoology.  Then when they try to create a new account with that e-mail it says the e-mail is already in use. I see other posts, with a similar problem, but not have actual answers.

 

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3 comments

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    Claire de Lacy Official comment

    Hi Barbara,

    Thank you for reaching out in the Schoology Community!

    Have you tried resetting your students' passwords? The full instructions are outlined here: How do I reset student passwords?

    Please let us know if you're still experiencing issues after completing those steps.

    Best,

    Claire de Lacy
    Senior Knowledge Management Specialist
    Schoology, Inc.

  • 0
    Avatar
    Rita Geary

    I had two students who were not able to log in today. We usually use the usernames and passwords that they use with their school Google accounts, and that works fine, but not with these two. One girl, Kathryn Nichols, was able to get in if she typed in our JUNIOR high school's name Sheridan Junior High School (that is where she was last year). When she typed in our current school's name Sheridan High School, an error message came up and would not let her sign in. Can you suggest how to help her remedy this situation?

    The other girl's name is Aania Underwood, and she simply got an error message, and it would not let her in. Suggestions?

    Thank you,

    Rita Geary

     

  • 0
    Avatar
    Claire de Lacy

    Hi Rita,

    Thank you for reaching out in the Schoology Community!

    When a student changes school, the school association cannot be updated on the account. Instead, the student should create a new account under the correct school and delete their old account.

    For Aania - have you tried resetting her password? Is the correct school being entered and what error is she seeing exactly when attempting to log in?

    Best,

    Claire de Lacy
    Senior Knowledge Management Specialist
    Schoology, Inc.

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