Troubleshooting
Trouble signing in
Updated 6 October 20261 min read
Wrong password, a locked account, or a two-step code that won't work. Here's what to do.
Wrong password or locked account
After 5 failed attempts your account locks for 15 minutes. For security, a locked account shows the same message as a wrong password: your details don't match. Even the right password won't work during the lock.
How to get back in
- Wait 15 minutes and try again
- Or use Forgot password: resetting your password also unlocks your account straight away
Two-step codes
- Codes change every 30 seconds, so type the latest one
- Make sure your phone's clock is set automatically
- Each code works only once
- Staff accounts must use two-step sign-in
Tips
- The reset email can take a few minutes. Check your spam or junk folder.
Questions
Who can help?
If you still can't sign in, contact support. School users can also ask their school admin.