Student Q&A

Student Account Log in Issues


Good Afternoon,


I have a student in my class that used Schoology last year and forgets her password. I tried contacting her last year's teacher to see if he had archived the course and would have her password but he unfortunately got rid of the information. When trying to create a new account, it won't let her because her email already exists as a username. Our school will not allow outside e-mails to come through so the "forgot your password" idea will not be able to be sent to her school account. How can I get her another account using the same email?


Thank you in advance for your help,


Colleen Ready


3 comentarios

  • Avatar
    Yimei Shao Comentario oficial

    Hi Colleen, 

    If the course was archived, your colleague can access it by clicking Courses in the header. 


    1. Click My Courses
    2. Click the Archived tab. 

    If the course was deleted, the same workflow applies, except from My Courses he would click Deleted instead of Archived. Deleted courses will remain in the Deleted area indefinitely. 

    To restore a deleted course: 

    1. Click the checkbox next to the course. 
    2. Click Restore

    Please see this article for more information about deleted and archived courses, and let us know if you have any further questions. 


    Yimei Shao
    Knowledge Management Associate
    Schoology, Inc.

  • 0
    Ericka Posey

    What happens if the student receives the same message but was never enrolled in Schoology before

  • 0
    Yimei Shao

    Hi Ericka, 

    It looks like there's a pre-existing Enterprise version of PGCPS, which has provisioned accounts for students and faculty (it appears that you have one as well). This is why your student is unable to create a new account with their PGCPS email and your course access code. 

    Your student can make a new account with just a username (no email address) and your course access code, but that new account will be a Basic account and may cause confusion in the future.

    If you would like the student to join using their existing Enterprise account, please get in touch with the Santillana Help Center. Simply log in with your Enterprise credentials and click the Help Center link in the footer. This will open a new tab (make sure you have pop-ups enabled) with the appropriate Help Desk for your Enterprise district. Once you've retrieved their Enterprise credentials, they can still join your course using the course access code (see this article for details).

    If you do not have your Enterprise credentials, please contact an administrator at your school for assistance. 

    I hope this helps! 


    Yimei Shao
    Knowledge Management Associate
    Schoology, Inc.

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