After onboarding, students can log in with their email address and password. If a student has trouble logging in, it’s usually because they are on the wrong site, using the wrong email address, or entering an incorrect password.
Ensure that the student is in the right place.
Verify that the student is on the platform login page by having them confirm the URL.Ensure that the student is using the same email address they onboarded with.
Students often attempt to log in using a different email address than the one they originally onboarded with. For example, a student might try to log in with a personal email address when they onboarded with their work email address, or vice versa.
1. Select Users from the main menu and locate the student’s account.
2. Check the email address on the student’s account. Look for typos or missing characters.
3. If the email address needs to be corrected or changed, click on the student to manage the user.
4. Click Edit Account from the Account Actions tile.
5. Edit the email address and click Save.
If the email address the student is using matches the email address on their account in Acadio, then the issue is likely an incorrect password.
Solution: Resend the password rest email:
1. Select Users from the main menu and locate the student’s account.
2. Click on the student from the results to manage the user.
3. Click Send Password Reset from the Account Actions tile.
Verify that the email was sent and delivered by reviewing your SMTP relay activity. If Acadio is sending these emails on your behalf, you can contact support@acadio.com to verify the status of emails.
If the student is still unable to log into their account after completing the steps above, you will need to submit a ticket to Acadio.