Troubleshoot student login issues

Support your students in class with common student login issues by correcting email addresses, resetting passwords, and directly adding students to your class.

• Change a students email address or password
• Resend pending student invites
• Directly add a student to your class

Common Error Message: "We could not find a Wellio account with that email."

Suggestion to students: Please carefully check the email which you have tried to sign in with for typos. 

This error indicates that we don't have an account associated with the exact email the student entered. This could be because:

1. This student has never signed up to Wellio before.
   
   1. If so, follow the steps in this guide to either add them directly to your class, or have them create their own account using the class join code process. 
2. There was a typo in their email when they signed up. For example, they might have registered with example@schooools.edu.au but are attempting to log in with example@schools.edu.au.
   1. If this is the case, double check the email that the student signed up with and ask the student to sign in with that email.
   2. To find the email address used by the student to sign-up, watch the video tutorial or follow the step-by-step instructions provided below.

Watch this video to learn how to troubleshoot a student login issue:

For all three process you will need to login to your account and click on Manage Students. 

1. To find a student's exact email, please click into the Class that the student is in:

2. Click onto the Manage Students button to view all of the students who have signed up to your class:

Fix and change students email address and passwords. 

1. Next to each student's name, you'll see the email address which they used to signup to the platform with.  

2. Click onto the three dots under the Actions column to edit the students email address or change the students password. 

• Fix up the email address to match the students school email address - and click Update Email.
• Reset the students password - and make sure they record it in a safe place. 
• Need to update GIF

2. Resend pending students invites

1. Resend pending student invites by toggling the Pending Invites button. 

2. Click Resend Pending Invite. 

3. Directly add a student to your class.  

If you can't find the student via email, you can add them to your class by following these steps.