FAQ: Login and accounts
Login failures, org code, identity, and password changes.
Audience: Students / teachers / Organization admins / academic admins
What if login fails?
On the App login page, confirm identity is correct (Student / Teacher / Organization), then check org code, email, and password. On a dedicated domain, the org code may already be hidden.
Common causes: wrong identity, wrong org code, password not initialized, account not imported.
Students: First login. Teachers: First login and class overview. Organization admins and academic admins both choose Organization; with multiple orgs, pick the target org. Permissions follow the account—see Three roles and entry points.
How do I enter without a password after trial activation?
Use Teacher login / Student login / Organization login quick links on the website Start trial success page or in email (reusable during the trial). Full path: Getting started with trial.
Cannot find the org code?
Ask your school’s Organization admin or the contact who started the trial. Dedicated-domain login usually does not require the org code.
Prompt: “Account type mismatch”?
Login identity does not match the account role (e.g. teacher account with Student selected). Switch identity and retry. Academic admins must also choose Organization, not Teacher.
Prompt: password not initialized / must change password?
Imported accounts may have no password yet, or first login forces a change. Follow the page and set at least 8 characters (letters and digits required). If you still cannot sign in, ask Organization admin to reset (academic admin accounts are also maintained by Organization admin under Manage team).
Signed in, then asked to sign in again immediately?
Session expired, incomplete login info, or idle auto-logout (Settings → Language & display). Sign in again; if it keeps happening, try another browser or clear site data, and avoid mixing multiple account tabs. Idle options: App settings.
How do student, teacher, and Organization admin entries differ?
Same App login page, split by identity: student main nav is Home / Space / Speaking / Records / Me; teacher is Home / Space / Tasks / Reports / Me (reports/curves are tabs on Reports; speaking exams prefer Tasks; messages are under Me). Choosing Organization opens the org backend—Organization admin menus are fuller; academic admin (optional) menus are leaner and only show authorized classes. Details: Three roles and entry points.
Is an academic admin required? How do I add one?
Not required. When multiple people need to manage classes, Organization admin adds them under Settings → Organization & intake → Manage team and assigns manageable classes. They also choose Organization on the login page. See Manage team: add academic admins.
Can I sign in from a mobile App?
Yes. Besides browser, PWA install is supported, plus org-provided Android / iOS App (per org plan). See Devices and access.
Website / help center shows “Connection refused”, but another browser works?
That is almost always local browser cache or Secure DNS, not a bad account. If Chrome opens the URL and Edge does not: in Edge go to Settings → Privacy and security → Clear browsing data (at least cache), then retry. Still stuck: temporarily disable Edge Secure DNS / network protection, or use Chrome. Steps: Devices and access. Teachers / admins can forward these steps to students.
Where are settings? Same for students, teachers, and admins?
Personal Appearance, Language & display, Notifications (in-app / email), and notification retention are available to every role (path: Me → Settings; Organization admins can also reach them via Workbench preferences inside top-level Settings). Students / teachers also have practice-related settings and personal data export / cleanup; Organization admins have plan, import, speaking policy, and other org cards; academic admins usually cannot see org-level policy and plan, but can change personal notifications and retention. See App settings: entry and layers, Preferences.