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SDLA Quick Fix Idea · QF-006

A student cannot sign in

Confirm the student's exact username, device, application, and visible error without asking for the password.

Teacher

One of my students cannot sign in, but other students can. What information should I collect?

Quick Fix

Start by confirming exactly where the sign-in problem occurs. Do not ask the student to send or tell you a password.

Check the student and the service

  • Confirm the student's exact username and the app they are unable to log in to.
  • Record the exact error message. Take a screenshot; a short video is also helpful when a visible glitch is occurring.
  • Check whether the student can sign in to the district portal and any other apps. This helps determine whether the problem is limited to one app or affects the account more broadly.
  • Confirm whether classmates can reach the same service. If several students are affected, include that information in the support request.
Send the help desk:
  • The student's ID number.
  • The class period for grades 6–12.
  • A detailed description of the steps already taken.
  • A clear description of what is happening.
  • Any screenshots or videos showing the error or glitch.

Continue with an approved alternative activity while the account or app issue is investigated.

Keep in mind: Protect student information. Use the district support channel and never include a password in the request.

Proposed downloadable resource

Account access information checklistPlanned resource · no file linked during editorial review

Optional editable resource supporting “A student cannot sign in.”