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For staff: answers to common questions.

Someone's locked out of their account. (admins) : Reset their password — from the Users page, or from a student's own page. They can keep the password you gave them at the next prompt, or choose a new one. If you're faculty, ask an admin.

A student can't see a level they should have. (admins) : Grant it from their page's Levels tab — see Levels. Grant access only appears beside the next level they're actually eligible for. If you're faculty, ask an admin to grant it.

An email didn't arrive. (admins for the email log) : Check the Email log — a failed email can be retried there if it's within 30 days of being sent. A student with no email address on file is only ever notified in-app. Faculty can't open the email log; ask an admin to check it.

I banned someone by mistake. (admins) : Open their entry on the Users page and select Unban user. If you're faculty, ask an admin.

The default-password banner won't go away. : It only shows for the built-in superadmin account, and only while it's still using the password the platform started with — sign in as that account and change its password on the Profile page.

I don't see Content, Users or Settings in my sidebar. : Those are admin tasks. Ask an admin or superadmin if something there needs changing.

Still stuck? Ask another admin, or your superadmin.

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