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Help a student who cannot log in to the portal

Login problems land at the worst time, often just before a deadline. A calm reply with a safe reset path solves most of them in one reply.

Last reviewed

Reply fast and say what you will do

Acknowledge the problem and the deadline, then say the next step in one line.

Verify who is asking

Check the email on file or a detail only the account holder knows before resetting anything.

Send a reset, not a password

Never send a password in plain text. Send a reset link or a one-time code.

Check the common causes

Wrong email, an old account, a school address that changed, or a locked account after several tries.

Offer a fallback for deadlines

If they are about to miss something, tell them how to submit another way while you fix access.

Fix the cause in your help centre

If the same ticket repeats, add a short article and link it in your reply.

Questions

Can we reset access for a parent on a child's account?

Only if you have the parent listed on the account. Otherwise ask the school or account owner to confirm.

What if they do not have the old email?

Use another detail on file, or ask the account owner to request the change.

How do we cut these tickets?

Add a visible reset link, a short help article and a clear error message that says what to try.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.