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Problems Logging In

Q1. What do I do if I can't remember my password?

A1. If you are the Headteacher and have already logged in and registered your email address you can use the ‘Forgotten password’ link on the log in page. You will need to submit your username and the answer to your security question. A new password will then be emailed to you.

If you are a checking website user you should contact your Headteacher or checking website administrator and they can use the ‘reset password’ facility on their user list and a new password will be emailed to you.

If you are a Headteacher and you haven’t already logged in and registered you will need to contact the Schools Helpline.

Q2. What do I do if I can’t remember my username?

A2. If you are the Headteacher you will need to contact the Schools Helpline.

If you are a checking website user you should contact your Headteacher or checking website administrator who will have a record of your username on their user list.

Q3. I am trying to enter my username and password to complete registration, but I can't log in.

A3. If you are the Headteacher then please ensure you are using a username and password that was sent to you this year. If you are a checking website user then ensure that you are using the username and password given to you by your Headteacher or website administrator this year.

If you are using this year’s password, please check the case of the password entered as passwords will have a mixture of upper and lower case letters and numbers and special characters with no spaces.

Q4. I am locked out of the website. What should I do?

A4. Please note that you will be locked out after a series of unsuccessful attempts to log in. If you are a checking website user you should contact your Headteacher or checking website administrator. They will be able to unlock your account via their ‘user list’.

If you are the Headteacher you will need to contact the Schools Helpline.

Q5. I have only received a letter with a username, but no letter with password, what should I do?

A5. Your usernames and password were sent under separate cover to the Headteacher. If you have only recently received the username then please wait for 2 working days to allow time for the password to arrive. After this time please call the Schools Helpline.

Q6. I have only received a letter with a password, but no letter with a username, what should I do?

A6. The username and password were sent under separate cover to the Headteacher. If you have only recently received the password then please wait for 2 working days to allow time for the username to arrive. After this time please call the Schools Helpline.

Q7. I am trying to enter an email address while registering a username. This is bringing up an error message “The email address you have entered is already in use - please enter an alternative''.

A7. The email address you are trying to register has already been allocated against another username. Please enter a unique email address. Hotmail, gmail, yahoo etc are acceptable.

Q8. Do I have to read the Terms and Conditions?

A8. Yes. It is important you read the terms and conditions as they outline the legalities of entering and using the results and absence checking sites.

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