We have an incredible system, but tech issues happen. Luckily, we've got you covered! You can always reach out to our support team; however, you can also troubleshoot sign-in issues using the following steps:
Addressing Sign In Issues For Your Staff
If one of your teachers encounters difficulties signing in, your Admin has the power to manage account settings via the "Accounts" tab on the left side of your Admin screen.
Here's a quick guide:
Navigate to the "Accounts" tab.
Toggle to the "Teacher" column.
Search for the problematic user.
If no user is found - Either check with IT to add them to your sync, or use the "+Add" button on the top right to create an account for the new user. For more help on adding accounts click here.
If you try to make the new account and the email says it is in use, let us know and we can fix this.
If user is found - Click into the profile and make sure the account is marked "Active" in the dropdown tool beneath the profile photo. If active, reach out to support via Live Chat and we will fix it for you!
Following these steps should allow you to fix the majority of sign-in issues that your school experiences, but we are always available to help resolve problems with SmartPass.
Mobile App Sign On Issues
If having issues signing in first check that the user has an account by following the steps above.
Users that are accessing SmartPass with their phone can use either the app (iOS or Android) or the website. You can try to log on with both to see if one works and not the other. If so, let our team know and we can help trouble shoot.
Mobile sign on issues with ClassLink
Mobile sign on issues with ClassLink
At times if the initial process of authenticating with ClassLink is not done properly the user will be unable to log in. Follow these steps:
1. Uninstall the SmartPass app from your device
2. Reinstall
3. Enter your email address in the SmartPass App
4. Route to the ClassLink login page in your web browser and select your district and campus (you will need to make sure you are able to select or log into the correct account in your browser)
5. Log into ClassLink with your district credentials
6. Go back to the SmartPass App
FAQ
Why is my teacher or staff member not able to sign in after we synced our rosters?
The teacher's account might not have been included in the sync. If you are able to make them a standard account using the steps above this is the case. You can always have your IT team adjust the share settings to include them for the next sync.
I am trying to make a new account, why does it tell me an account email is already in use if I cannot see it as an account?
There is an error occurring with the sync. Reach out to support, we can fix this account for you ASAP!