Troubleshooting login issues for students - why can’t pupils log in?

If students have email addresses, please follow this process to have them request, or to send them a reset password email.

If students at your school don't have email addresses, you'll need to try manually change their password from the User Details section of their student profile.


You'll need either the School: General Admin: Administer or School: User Accounts: Administer permission to reset passwords and manage user access for students. If you don't have permission, you'll need to ask an administrator to give you permission following these instructions.


Students can change their password once they log in by following these instructions.



If resetting the password doesn't work, please check that they are using Google Chrome or one of our other supported browsers on a desktop or laptop computer, as the Arbor App will not work for students.

Please remember that we do not advise parents directly, so if they need to pass issues on to your school, ask them for the type and model of phone they are using, e.g. an iPhone SE. Please also ask for screenshots or a screen recording of the issues they are experiencing. On an iPhone SE, you can enable this on your control panel by going to Settings > Control Centre > Customise Controls.

You can also try logging in as a student to see what they can see to be able to troubleshoot issues if they have not given you enough information.

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