Start by checking whether your student already has an account — from there, it’s easy to guide them back in. If they don’t, follow the troubleshooting steps below to get them set up 💪

This guide covers both Wonde and CSV schools ✅

First, head to your Classes page in Settings. Scroll through the classes that are uploaded, and check if the class the student should be in is there.

If the class isn’t listed in Settings, there are two possible reasons:

⏳ Your school may still be onboarding for the new academic year - in this case, the student’s account will be created once their class is added

📂 The class hasn’t been uploaded to Up Learn - please check with your Up Learn champion to confirm whether it should be included. If it should, contact us at [email protected]

👉 If your school has recently started a new year setup, onboarding is the most likely reason. Check with your Up Learn champion if you’re not sure!

From the Settings page in your School Dashboard:

🔎 Use the search bar to look up the student by name

✅ If they appear in the list, they already have an account

📨 Double-check that the email address listed matches the one they’re trying to log in with (watch out for typos!)

✏️ If needed, click the pencil icon to update their email address - this automatically sends them a new verification email

Once their email is correct:

🔑 Click the student’s name to bring up the option to send them a reset password email

📩 They should follow the email instructions to set a password and log in

If the student doesn’t appear when you search in Settings, it’s most likely that their account hasn’t been created yet. Here’s what to do depending on your school setup 👇

You can create a new account manually:

➕ Click Add user on the Settings page

✏️ Enter their details and assign them to their class(es)

⚠️ If you see an error saying the email is already taken, it usually means their details are already in the system. Please email us at [email protected] so we can resolve this.

Accounts are created automatically once a student is added to a class in your school’s Management Information System (MIS), e.g. Bromcom or Arbor.

If the rest of the class is already on Up Learn, ask your school’s data manager to check that the student has:

📩 An email address/the correct email address entered in your MIS

📅 A year group (Year 12 or Year 13) assigned to them

Once that’s updated, the account should be created during the next data sync (every couple of hours).

👉 If the account still hasn’t appeared by the next school day, please contact us at [email protected].

👨‍🎓 Is the student in Year 14? Please contact us at [email protected] - we’ll need to manually add this year group to your school’s Up Learn account.

If the student:

…but still can’t log in, please email us at [email protected] and we’ll get it sorted! ✅