A student who is unable to log into 12Twenty can be caused by a number of issues. Please check all of the following possibilities before contacting the 12Twenty Support Team.
Troubleshooting Student Login Issues
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Is the Caps Lock on or off?
Please remember that passwords are case-sensitive. The letters b and B are different for our system.
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Is the student logging in on the correct Student Portal URL?
Confirm that the word "admin" does not appear in the URL.
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Is the student entered included in the 12Twenty platform more than once?
Students with multiple identities on 12Twenty will cause a system error. Please check through the Student Tracking page to ensure the student is only entered once.
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Is the SSO ID number correct?
Go to the Admin Tab of the Student Profile to confirm. Also, ensure the student should still has access to the 12Twenty site.
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Is the email address correct?
Go to the Admin Tab of the Student Profile to confirm. More often than not, errors are due to a misspelled email address.
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Does the student have a user record?
An admin must add a student to the platform before the student is able to sign up for the platform.
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Has the student signed up yet?
A student must sign up for the platform before logging in the first time. For more information, please see this article. You can determine if a student has signed up by reviewing the "Activity" section on their profile.
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Does the student's password need to be reset?
If you would like to send the student a reset password link, select Settings then select Manage Users. You'll automatically be taken to the Students / Alumni page. Search for the student in question, and click the ellipsis button. You can elect to manually reset their password or send them a password reset link.
Alternatively, A student can reset their password by going to the student login page and clicking "Reset your Password"
Please note: This email will not send if a student has not signed up for an account yet.
You can check to see if a student has signed up by going to their profile and checking the "Activity" section as mentioned in question 7.