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Sign in Troubles

How to troubleshoot users not being able to sign in

Updated over a week ago

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:

  1. Navigate to the "Accounts" tab.

  2. Toggle to the "Teacher" column.

  3. Search for the problematic user.

  4. If no user is found - Use the "+Add" button on the top right to create an account for the new user. For more help on adding accounts click here.

  5. 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.


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!

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