How to reset a password

If a member of your account has trouble signing in, this most often indicates that they’ve forgotten their password. Here's how to direct your learners to reset their own password and log in: 

  1. Go to {your account URL}. If not directed to the sign-in page, select "Sign in" in the upper right corner. 

  2. From the sign-in page, select "Forgot your password?"

  3. Enter your email address that you used to sign up and a password reset email will be sent to you in moments. The link expires after 3 hours. 

How to verify the email address (for moderators and teachers)

If the email address they enter into the reset password form isn’t recognized, that usually means they used a different email address to sign up or have not created an account yet. 

You can find the email address they used to sign up by going to your Cohort Path and then clicking “View learner progress." 

Select the vertical ellipses to the right of the individual's name to see the email address they used to sign up. Click to email or right-click on the email address to copy the email address they used to sign up.

If you find that they aren’t visible under the "View learner progress" screen, that indicates that they haven’t actually enrolled in the course yet, in which case you’ll want to resend them the invitation link. 

How to verify the email address (for admins)

Go to your account-wide Community on the main menu and search for the user there. You can search by name or email address. Here are things to check for:

  • The user is there, but under a different email address.

  • The user is not appearing in the search, but if you switch the filter to "Archived," you find an archived user under that name or email address. Here's how to unarchive a user.

If you cannot find an account matching the user's name and/or email, this usually indicates that they haven’t actually created a login for your account. Encourage them to create a new account rather than trying to sign in with an existing account.

Reset a password for any member (for admins)

Admins can send a reset link directly to any member. Select "Community" from the main menu. Search for the learner who is having trouble accessing his account. Click the vertical ellipses to the right of the individual's name and you'll see the option to "Send password reset link."


Here are several common reasons why someone may report trouble logging in and what to do about it.

The user's email address and/or password was entered incorrectly. Note: entering extra spaces in either the email or password field is considered a typo and can invalidate the login. Have them try again.

The password reset link expires after three hours. If more time than that elapses before the learner accesses the link, you'll need to resend the email or ask the learner to submit a new request when they're ready to log in again. 

The invitation link can only be used once. After accepting the invitation to enroll in the course, the learner will need to go to your school URL to sign in again or follow the instructions in the confirmation email received after enrolling. 

Password reset emails are sent from If a learner's email server is blocking this address or marking it as spam, they may not receive important emails. Make sure to white list as needed. 

Only valid email addresses can be used to reset a password. If the email address indicated on the drop down menu is incorrect or contains a typo, contact and we can correct the address in our database. 

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