Common Login Errors

Modified on Mon, 08 Apr 2024 at 12:19 PM

If your students are having issues logging in, please review the error message they 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 they are still unable to login, please try the options below:


Option 1:  They 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.


Option 2: From your instructor account you can reset their password 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.


The students password will be reset and their new password will be displayed.  Provide the student with the new password.


Note:   Some districts have limited/restricted the type of emails that students can receive, it is therefore possible that the password reset email sent when using the "Forgot Password" link, will not be received by the student.  If this is the case and you are unable to reset the students password via Option 2, 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.  The most common reason for this message is the student selected the "Register without an email" option when registering for the course and is entering an incorrect Username.  This can be also be due to a typo while logging in, a typo while registering


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 email address you would like to see 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 listed at the top of the page is incorrect, you can change the email address by selecting the "Edit Student Information" accordion option on this page and change the email address associated with the student 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 email address you would like to see 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 listed at the top of the page is incorrect, you can change the email address by selecting the "Edit Student Information" accordion option on this page and change the email address associated with the student account.    If after updating the student's email address they are still unable to login, you can reach support by phone at 877-965-3276 or via email at support@knowledgematters.com for assistance.  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.

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