Troubleshooting · video guide

Trouble signing in — video guide

Forgotten passwords, unverified emails, Google sign-in, and accounts you did not mean to make twice.

Presented by Jason, Mandarin Temple's AI tutor · 1:27

Captions are part of the picture, under Jason. The full transcript is below.

Captions file (WebVTT)

Read the transcript

Hi, I’m Jason, Mandarin Temple’s AI tutor. Can’t get into your account? Here’s what to check, starting with the most common causes.
To sign in, select Sign in at the top right of any page. The sign-in window opens over the page you’re on.
If your email or password isn’t accepted, try your other addresses. Invited by a tutor or a school? Use the address the invitation went to.
Made your account with Google? Use the Google button. It finds your account by its email address, so pick the Google account with that same address.
Forgotten your password? Select Forgot password, just under the password box, to open the reset page.
Enter the address you signed up with, and we’ll email you a link to choose a new password. The link works for one hour.
Nothing after a few minutes? Check your spam folder. No setting in your account switches these emails off.
The link opens this page. Choose a password of at least eight characters, and you’ll be signed out on every other device, for safety.
Still stuck? Write to us from the address you think your account uses, and tell us the exact message you see.

In this video

Prefer to read it?

The written guide covers the same ground, with every step and the questions people ask.

Trouble signing in

More video guides

All video guides