Signing in and two-step verification (2FA)
What to check when you can’t sign in, and how to set up, use and recover two-step verification.
Ways to sign in
On the Login page, either:
enter your Email Address and Password and click Login, or
click Connect with Google or Connect with Microsoft and choose your school account.
Use the same email address and sign-in method that your account uses.
If your school uses Canvas, you can also open Thinking Mode from your course. See Canvas Setup Guide for Teachers.
Students don’t sign in. They join a task with its access code. See How do students join a task?
I can’t sign in
“Please verify your email address”
New accounts must confirm their email address before they can sign in. Open the email we sent when you signed up and click the link. It works for 24 hours.
No email? Check your junk folder, then enter your email on the Login page and click Resend verification email.
I’ve forgotten my password
Click Forgot your password? under the sign-in buttons, enter your email address and click Send reset link. The link in the email works for one hour.
“Too many failed sign-in attempts”
After 5 wrong passwords, sign-in for that email address is locked for 15 minutes. To get back in sooner, either:
reset your password with Forgot your password?, which lifts the lock, or
ask your school’s Coordinator to click Unlock sign-in now on your page in School Admin.
“This connection is temporarily blocked” is different. It means too many failed sign-ins came from your network, often from someone else at your school. Wait a few minutes and try again.
Google or Microsoft sign-in doesn’t work
“Your school hasn’t approved Thinking Mode for single sign-on yet”: your IT team needs to approve Thinking Mode in Google or Microsoft. Until then, sign in with your email and password.
“Single sign-on can’t use this account until your email address is confirmed”: click Resend verification email and open the link we send. You don’t need to create a password.
“We couldn’t sign you in with that account” or “We couldn’t complete sign-in with that provider”: sign in with the same email address and sign-in method that your account uses.
Signing up and approval
Sign-up only accepts approved school email addresses. If yours isn’t accepted, click Use a different email and enter your school address, or click Request access if you don’t have one. We review each request and email you when your account is approved.
If your request was declined and you think that is a mistake, ask your school’s Coordinator, or contact us.
“This account has been deleted”
Your school may have removed your account, for example when you left. A Coordinator can restore it within 30 days of removal.
Setting up 2FA
Two-step verification (2FA) asks for a 6-digit code from an authenticator app on your phone as well as your password.
Coordinators must set up 2FA. Your school can also require it for teachers. When 2FA is required and you haven’t set it up, Thinking Mode takes you to your Account page each time you sign in, until you do.
To set it up, install an authenticator app on your phone, such as Google Authenticator or Microsoft Authenticator. Then open Account, choose the Security tab, click Enable 2FA and follow the steps. Save your 8 backup codes somewhere safe. They are shown only once.
Signing in with 2FA
After your password, enter the 6-digit code from your app. On a device only you use, you can tick Trust this device so you aren’t asked for a code each time. A device stays trusted for up to 14 days, or less if your school has set a shorter time. You are still asked for a code when you change security or account settings.
To see or remove trusted devices, open Account › Security › Trusted devices and click Untrust, or Untrust all.
If your school has set it up, signing in with Google or Microsoft may skip the Thinking Mode code. You still set up 2FA.
New backup codes
Used some of your backup codes? Open Account › Security, click Regenerate backup codes and enter a code from your app. You get 8 new codes, and the old ones stop working.
Lost your phone
On the 2FA screen, enter one of your 16-character backup codes instead of the 6-digit code. Each backup code works once.
Once you’re in, untrust any devices you don’t recognise and change your password. To move 2FA to a new phone, you need a code from your old authenticator app. If you no longer have it, contact us.
No backup codes either? Your school’s Coordinator can’t reset 2FA. Contact us and we can reset it. You then set up 2FA again the next time you sign in.
Still stuck? Contact us.