Login issues

Forgotten password

  1. On the login page, click Forgot password.
  2. Enter your e-mail address.
  3. Click Send link.
  4. Check your inbox (including spam).
  5. Click the link you receive.
  6. Enter your new password.

If you do not receive the e-mail within 5 minutes, contact Schoolysoft support.

Incorrect MFA code

If your 6-digit code is rejected, the message shown stays generic (“invalid code”) — Schoolysoft does not display a precise clock-drift diagnostic. Check that:

  1. Your phone’s time is correct and set to automatic synchronisation (system settings -> automatic time).
  2. You are in the correct authenticator app and on the correct account.

If the code is still incorrect after checking the time, use a recovery code (the codes provided and downloadable when MFA was set up, also available afterwards in My account -> Security).

Lost MFA (app deleted or phone changed)

There is no dedicated button on the login page for this case. If you still have a recovery code, enter it at the MFA verification step to log in normally, then generate new codes from My account -> Security.

If you have no recovery codes left, you cannot reset MFA yourself: contact Schoolysoft support. Resetting a lost MFA is not an action available to the school administrator — it is handled exclusively by support.

Blocked account

After 5 failed login attempts, the account is automatically blocked (brute-force protection).

To unblock:

  • Wait 15 minutes: unblocking is automatic.
  • For an immediate unblock, contact Schoolysoft support — unlocking a blocked account is not an action available to the school administrator.

Expired invitation

Invitations are valid for 72 hours. If your invitation has expired:

  1. Contact your school administrator.
  2. They can resend an invitation from Administration -> Users -> Pending invitations -> Resend.

Unable to log in for an unknown reason

Report the problem to your school administrator or to Schoolysoft support with:

  • Your e-mail address.
  • The approximate time of the login attempt.
  • The exact error message displayed.