Instructor Q&A

Students Not Receiving Password Reset Email


I have 4 students who are trying to enroll in my course.  They previously had an account in the past, but cannot remember their password.  They are NOT members in my class yet.  They have selected "forgot password" link but are not receiving password reset emails from Schoology.  They cannot create a new account because their email is already associated with the other account.  Please help?  How do I get these students enrolled into my course?  I am using a free account.  

We checked Spam and nothing was in there.  They are not part of an Enterprise school in Schoology.  What other options are available?



  • Avatar
    Nina Rivera Official comment

    Hi Dara,

    Thank you for reaching out in the Schoology Community!

    Can you confirm that the password reset emails are not being delivered to their spam folders?

    If their existing accounts are part of an Enterprise school in Schoology, they would need to reach out to the Support Contact(s) of their designated schools to be removed and have their email addresses released.


    Nina Lewis 

    Community Communications Specialist 

    Schoology | A PowerSchool Unified Classroom Product


  • 0
    Dara Knudtson

    Hi Nina,

    We checked Spam and nothing was in there.  They are not part of an Enterprise school in Schoology.

    What other options are available?


  • 0
    Beth Murray

    This is happening to me with 3 students!    PLEASE HELP.

    I am not Enterprise.

    We've checked their SPAM, blocked senders, etc. in their school Google email.

    I did not have this issue in the fall.   Here are the three student accounts we cannot access:


  • 0
    Tracy VanBuskirk

    Did anyone get a solution? I have this same issue with a student of mine as well.

  • 0
    Beth Murray

    No.    I just submitted another ticket and I got an auto reply that it was SOLVED.  What the heck?   SOOOO frustrated.

  • 0
    Dara Knudtson

    Nope, I have still gotten my issue resolved.  Super annoyed with Schoology. 

    I think I am going to have my students create a separate gmail account and re-register under the new email.

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