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      Helping a user with login issues

      Troubleshooting steps for users that can't login

      If you have a user with an established account who is having issues logging in, here's our recommendation for you to help them.

      1. Verify the ClassReach web address.  The most likely issue, other than an incorrect password, is the user is trying to login on the wrong web page.  Every school has a unique web address.   It is important for admins to know this address and you can find it while you're logged in to ClassReach on your browser's address bar.  
        1. The template is -  https://<your unique school name>.classreach.com
        2. Refer to your current browser to find the <your unique school name> part
        3. Don't add anything after the ".classreach.com"
      2. Different browsers should not make a difference, but sometimes a browser's cache can "remember" a web address or even auto-fill user name, email and passwords incorrectly.  If available, trying a different browser may resolve the issue.
      3. Different computer or devices should not make a difference, but sometimes it's an easy way to eliminate a local problem if a user doesn't have another browser to try.
      4. Confirm the Username and email address that they are using to login matches what you see in their ClassReach account - People Page > find the user > Basic tab

       If a user can't log in to ClassReach, there's a subtle difference between the web app (logging in to the school's ClassReach site via a web browser (Chrome, Edge, Safari, Firefox, Brave, etc) and using the ClassReach Mobile App on a mobile device.   Logging in using a browser works the same regardless of the user being on a computer or a mobile device.  Here's more information on mobile devices - ClassReach Web App on a Mobile Device

      The Password

      • If the user is trying to log in to the Mobile App and it won't work, the app will say "User not found."  This is the same notification for a username, email address or password.  If you've confirmed the username and email address in Step 3, then the password is incorrect.
      • If the user is trying to log in to the web app (from a web browser) and it won't work, they will see a red bar appear above the "Username or Email" field.  This says there is an "Invalid Username and/or Password."  If you have confirmed the username and email address in Step 3, then the password is incorrect.





      The password can be reset several ways...

      • The User can reset their own password with the link on the login page
      • You, the admin, can re-send the user a Welcome email.
      • You, the admin, can change their password for them.

      Related article - How do I Unlock a User Account?