Start by checking whether your student already has an account - from there, it’s easy to help them log in. If they don’t, read on for troubleshooting steps to help them get set up 💪
Check if the student has an account
You can do this from the Settings page of 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, as well as for any typos
If needed, click the ✏️ pencil icon to update their email address. This will automatically send them a new verification email!
Ask them to set up their password/login details
Once the correct email is confirmed:
🔑 Send the student to https://web.uplearn.co.uk/forgot
🔓 They should follow the instructions in the email to access their account
This will set up the password for their account and allow them to log in using these details.
What to do if the student doesn’t appear in the list
If the student doesn’t appear in the list, it’s most likely that an account hasn’t been created for them.
Here’s how to get them an account, depending on your school setup 👇
CSV schools
You can create a new account manually:
➕ Click Add user on the Settings page
✏️ Input their details and assign them to their class(es)
⚠️ If you see an error saying the email is already taken, email us at [email protected].
Wonde schools
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 entered in your MIS
📅 They have a year group (Year 12 or Year 13) assigned to them
Once that’s all added, the account should be created during the next data sync (every couple of hours).
If the student is in Year 14, please contact us at [email protected]. We will need to manually add this year group to your school’s Up Learn account 👨🎓
Still can’t log in?
If the student:
✅ Has an account
✅ Is using the correct email
✅ Has tried resetting their password
…but still can’t log in, please email us at [email protected], and we’ll get it sorted!