Login Errors

If you’re having  issues logging in, please review the error message you are receiving for further instructions:

"The password you entered is incorrect. Please try again."

This message indicates that the password entered does not match the password that we have on file for the account. 

• Make sure the Caps Lock key is not on.

• If the password field was automatically filled in, i.e. you have autofill turned on, the password that was saved may not be correct.  Try clearing out the password field and manually typing in your password.

• If your password contains numbers and you are using the numeric keypad, make sure that the Num Lock key is turned on or try using the number keys at the top of the keyboard.

If after trying the above steps you are still unable to login,  you may click on the "Forgot Password?" link on the login page. This will send a password reset email to the email address entered when the account was created.  Click on the link from the email and type in your new password. Once you’ve confirmed your new password click on Reset Password.

If you are an instructor and a student has forgotten their password you can reset their password from your instructor account by following the steps below: 

1. From the Course Details screen click on the “View Student Progress” button. 

2. Locate the student whose password you need to reset and click on their name.  This will bring you to the “Students Operations” screen.

3. Select “Reset student’s Password” from the menu

4. Click on the “Reset password for…” link.

This will send an email to the student’s email account with a link and the instructions on how to reset their password.  If the student selected to register for the course without an email address then you will need to contact support directly to have the password reset.

Note:   Some districts have limited/restricted the type of emails that students can receive, it is therefore possible that the password reset email will not be received by the student.  If this is the case you will need to contact our Support Department to have them reset the password for you.  You can reach support by phone at 877-965-3276 or via email at support@knowledgematters.com.  If you are contacting us via email, please include the email address of the student whose password needs to be reset.

"Couldn't find a Knowledge Matters Account for the email address provided."

This message indicates that the username entered is not in our system. This can be due to a typo while logging in, a typo while registering, or forgotten login information.

An instructor may look up the email address associated with a student’s account by following the steps below:

1. From the Course Details screen click on the “View Student Progress” button. 

2. Locate the student whose password you need to reset and click on their name.  This will bring you to the “Students Operations” screen.

3. At the top of the screen it will say “Student Operations for..” followed by the email address associated with the student’s account.

"The Email field must contain a valid email address."

This login message indicates that the email field has an error in it. These errors can range from invalid marks such as a space in the email address to missing symbols (‘@’, ‘.’, etc.).

An instructor may look up the email address associated with a student’s account by following the steps below:

1. From the Course Details screen click on the “View Student Progress” button. 

2. Locate the student whose password you need to reset and click on their name.  This will bring you to the “Students Operations” screen.

3. At the top of the screen it will say “Student Operations for..” followed by the email address associated with the student’s account.

If the email address on file for a student includes a space or typo in their name, you will need to contact our Support Department to have them reset the password for you.  You can reach support by phone at 877-965-3276 or via email at support@knowledgematters.com.  If you are contacting us via email, please include the email address that the student used to register and what it should be changed to.