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Tip: Troubleshooting Student User Account Login Problems

 

If a student has trouble logging into their Student User account or has trouble resetting their Student User account password, an employee or admin can take several steps to correct the problem. This article gives some common Student User account login problems and how to correct them.

IF YOU ARE A STUDENT PLEASE CONTACT YOUR SCHOOL ADMINISTRATOR FOR HELP WITH YOUR STUDENT USER ACCOUNT. Kicksite Support can NOT find your user account without knowing which school you belong to. Also, Kicksite Support also can NOT make any changes to a Student User account without the school admin’s approval.

 

First Steps

The student needs to have a user account invitation sent to them to log into a Student User account. Here’s how to invite students on the new profile and how to invite a student on the Student Invites page.

 

Common Student User account login issues

If a student is having trouble logging in to their account, check a few things first:

  • Make sure the student is going to the correct webpage to log in. The student login is the same page as an employee or admin login, and is unique for each school. The URL will be https://yourschoolname.kicksite.net, but yourschoolname will be the unique subdomain for your school.
  • Make sure the student is typing the username and password exactly. Usernames and passwords are both case and space sensitive, so if the student’s username is UserName1 but they type username1, they won’t be able to log in.
  • Make sure the student is Active status. If a student is Inactive status, they will lose access to their Student User account. You will need to activate the student before they can log in again. (On the student’s end, they will not see a message about their account being inactive; they simply will not be able to log in.)
  • Make sure the student isn’t trying to log in to a Family account with a different email address. Families share one user account, so there will only be one email address, username, and password for all students in a Family.
  • Make sure the student has a Student User account.

 

Check to see if the student has a Student User account

To verify if the student has a Student User account, go to their student profile. If you don’t see a User tab in the Classic profile, or you see the Create User Account button at the bottom of the new profile, the student has not yet been sent or registered their Student User account.

To send a Student User invite on the new profile, click the Create User Account button, and then click OK. Tell the student to check their email for the Student User invitation.

To send a Student User invite (if you’re using the Classic profile):

1. In the left panel, click Quick Links, click Students, and then click Student Invites.

2. Click the Eligible for Invite link; if the student is on this list, select the check box and then click the Send Invitations button to send their invitation. (If you don’t see the student in the list, click the Ineligible for Invite list. Students need to have a valid email address added to their profile before you can send the invitation.)

3. Tell the student to check their email for the Student User invitation.

 

Student tried to reset the password using the Forgot Password link, but can’t log in

To reset the password for a Student User account on the new Student Profile page:

1. Go to the student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the Student List.

2. Scroll down to the User Account section on the left side and then click in the Password field.

3. In the Change Password dialog box that pops up, type a new password in the Password and Password Confirmation fields. Click the Save button.

4. Tell the student what you changed the password to. Remember: Usernames and passwords are case and space sensitive, so the student will need to type both exactly to log in. If you’re resetting the password for a student, it may help to set the password to something easy to type and remember. The student can change the password after they log in by clicking the My Info link.

 

To reset the password on the Classic Student Profile:

1. Go to the student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the Student List.

2. Click the User tab.

3. Type a new password in the New Password and Confirm Password fields. Click the Update User Account button.

4. Tell the student what you changed the password to. Remember: Usernames and passwords are case and space sensitive, so the student will need to type both exactly to log in. If you’re resetting the password for a student, it may help to set the password to something easy to type and remember. The student can change the password after they log in by clicking the My Info link.

 

Student is part of a Family and can’t log in

If a student is part of a Family and is having trouble logging in, check the Family page to see if any members of the Family are Inactive status. In the Search field in the upper-right corner, type the Family name and click the Family in the search results.

If all the members are active, try the steps above to reset the password.

If the main Family member (usually the highest rank or oldest student) is Inactive status, you will need to close their user account and send an invitation to the active Family member.

 

To close the user account on the Inactive student and resend the invitation to the Active student on the new Student Profile:

1. Go to the Inactive student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the (Inactive) Student List.

2. Scroll down to the User Account section on the left side and then click the Close User Account link. In the dialog box that pops up, click the Close User Account button to confirm that you want to close the account.

3. Go to the Active student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the Student List.

4. Scroll down to the bottom of the profile page and click the Create User Account button. Click OK in the dialog box that pops up.

5. Tell the student to check their email for the Student User invitation.

 

To close the user account on the Inactive student and resend the invitation to the Active student on the Classic Student Profile and Student Invite page:

1. Go to the Inactive student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the (Inactive) Student List.

2. Click the User tab and then click the Close User Account link.

3. In the left panel, click Quick Links, click Students, and then click Student Invites.

4. Click the Eligible for Invite link; if the Active student is on this list, select the check box and then click the Send Invitations button to send their invitation. If you don’t see the student in the list, click the Ineligible for Invite list. Students need to have a valid email address added to their profile before you can send the invitation.

5. Tell the student to check their email for the Student User invitation.

 

You reset the password but the student still can’t log in

In this case, you may need to close the user account and resend and invitation to the student.

 

To close the user account and resend the invitation on the new Student Profile page:

1. Go to the student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the Student List.

2. Scroll down to the User Account section on the left side and then click the Close User Account link. In the dialog box that pops up, click the Close User Account button to confirm that you want to close the account.

3. Click the Create User Account button, and then click OK in the dialog box that pops up.

4. Tell the student to check their email for the Student User invitation.

 

To close the user account and resend the invitation to the student in the Classic Student Profile and Student Invites page:

1. Go to the student’s profile by either typing their name in the Search field and clicking the correct search result, or by clicking their name in the Student List.

2. Click the User tab and then click the Close User Account link.

3. In the left panel, click Quick Links, click Students, and then click Student Invites.

4. Click the Eligible for Invite link; if the student is on this list, select the check box and then click the Send Invitations button to send their invitation. If you don’t see the student in the list, click the Ineligible for Invite list. Students need to have a valid email address added to their profile before you can send the invitation.

5. Tell the student to check their email for the Student User invitation.

 

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