My student can't log in

Who this is for: teachers

Available to: teachers on all subscriptions. Resetting a student's password yourself (fix 4) needs a paid subscription.

Before you start: the email address the student is using to log in.

Try these in order

1. Check the email address on the account

Who does this: you

Go to the Student Management Panel.
Select the student's name.
Select Student Info & Settings.
Compare the address in Student Email with the one the student is entering.

Result: the student knows the exact email address to log in with.

2. Log in from the login page in a private window

Who does this: your student

Open a private or incognito browser window.
Go to app.off2class.com.
Enter the email address and password, then select Login.

Result: the student reaches their student page. If the private window works, the account is fine and the problem is in the student's normal browser.

If it still doesn't work, ask the student to try each of these in turn:

a different device (laptop, phone or desktop)
a different internet connection (Wi-Fi, wired or a phone hotspot)
a different network (home, school or work)
turning off their VPN, if they use one

3. Reset the password from the login page

Who does this: your student

Go to app.off2class.com.
Select Lost Password.
Enter the email address on the Off2Class account, then select Reset Password.
Follow the instructions in the password reset email.

Result: the student can log in with the new password.

Note: school email systems sometimes block emails from outside the district. If the reset email doesn't arrive, reset the password for the student instead (fix 4).

4. Reset the password for the student

Who does this: you

Go to the Student Management Panel.
Select the student's name.
Select Student Info & Settings.
Enter a new password of at least eight characters, then enter it again to confirm.
Select Update Student.

Result: the student can log in with the new password. Test it yourself in a private window before you share it.

If the browser says "Not secure" or the certificate has expired

Who does this: your student, with the school's IT team

Check the date and time on the device. A wrong date can make a valid certificate look expired.
Try a different network, such as home Wi-Fi or a phone hotspot.

Result: if Off2Class loads on another network, the warning comes from the school network. Ask the school's IT team to allow app.off2class.com through their web filter.

If the warning appears on every network, contact Support (see below). Include a full-screen screenshot of the warning, with the address bar showing, and a full-screen screenshot of the certificate details. To see the certificate details, select Not secure or the padlock in the address bar.

If none of these work

Contact Support through the chat on the bottom right of the Lesson Library. To get help in one reply, include:

the student's email address
which of the fixes above you tried
a screenshot of the full screen, including the address bar
a screenshot of any error message