Login problems

Every sign-in, invitation and password problem we know of, with the exact on-screen message and the fix.

Quick finder

You see	Jump to
"That email and password don't match an account."	Wrong details or unaccepted invitation
"Those details didn't match an account on this console."	Wrong app
"This account has been suspended. Contact your administrator."	Account not active
"This invitation has expired"	Expired or used invitation
"This link is incomplete"	Partial link
"Too many attempts. Wait a moment and try again."	Rate limit
"Nothing available yet" on the dashboard	No access in role
"You don't have access to this"	Missing permission
No invitation email	Invitation never arrived
No reset email	Reset never arrived

Signing in

"That email and password don't match an account."

Why:

• a typo in the email or password;
• the email has no account;
• or the person never accepted their invitation, so the account has no password yet.

For security, all three look identical.

Fix:

1. Check the email for typos and use the show-password eye icon.
2. If this is your first sign-in, use the invitation link from your email first; see First login.
3. If you had a password and forgot it, use Forgotten your password?
4. If you never accepted an invitation, ask your school admin (or SOL, for a school's first admin) for a new one.

"Those details didn't match an account on this console."

Shown in the SolAssists Console.

Why: either the details are wrong, or the account is a school account. The console only lets SOL platform staff in, and the message is deliberately the same in both cases.

Fix: school admins, teachers, students and parents sign in at the SolAssists app, not the console.

"This account has been suspended. Contact your administrator."

Why: the password was right, but the account has been suspended or deactivated.

Fix: contact your school admin. They can reactivate access under Access & Security → User Accounts & Access.

I sign in but see "Where are you today?" with nothing to pick

Why: the password is right, but no active access is left, because:

• your access at the school was suspended or revoked; or
• the whole institution was suspended by SOL; or
• your role or unit was deactivated.

Fix: contact your school admin. If nobody at the school can sign in, contact SOL.

Locked out of every institution or context

• If you can sign in but picking a card fails with "Couldn't open that context." or "Your access has changed. Sign in again to continue.", your access was changed while you were signed in. Sign out, sign in again and pick a remaining card.
• If no card works, you have no active access anywhere. The only fix is for an admin to restore it: your school admin for school access, or SOL for a suspended institution.
• A school admin cannot restore their own access ("You can't change your own access. Ask another administrator."). If the only school admin is locked out, contact SOL.

"Your session has ended. Sign in again."

Why: your session expired (after 30 days), you reset your password, or you were signed out elsewhere.

Fix: sign in again.

"Too many attempts. Wait a moment and try again."

Why: too many sign-in attempts in 15 minutes, from your account or your network.

Fix: wait 15 minutes, then try once carefully. Use Forgotten your password? rather than guessing.

"Choose which institution you're working in before continuing."

Fix: pick a card on Where are you today?, or use Switch context in the account menu.

Invitations

"This invitation has expired"

The page shows "This link is no longer valid" (or "This invitation is no longer valid.") and "Ask your institution to send a new one. If you already set your account up, you can just sign in."

Why:

• the link is more than 72 hours old; or
• it was already used; or
• a newer link was issued, which cancels older ones; or
• the account has since been suspended.

Fix:

1. If you already set a password, click Go to sign in and sign in normally.
2. Otherwise ask for a new invitation:
   • Your institution's first administrator: ask SOL to resend the invitation.
   • Anyone else: there is currently no "resend invitation" button in the app. Contact your school admin, who contacts SOL support if needed.

"This link is incomplete"

"Copy the whole address from the message you were sent."

Why: the link was cut off, often when copied from an email or chat message that wrapped the line.

Fix: copy the complete address, or click the button in the email instead of copying.

The invitation email never arrived

1. Check spam, junk and promotions folders for "Confirm your SOL Assist account".
2. Confirm the address with whoever created the account. A typo means the email went elsewhere.
3. Accounts created when your institution was set up: ask SOL for the link, or for a new administrator invitation.
4. Added later by the school admin: the admin saw the link once in the Invitation issued dialog. If it's lost, contact SOL support.

Do not use Forgotten your password? for this. It sends nothing to an account that never accepted its invitation.

I have an account at another school and got no invitation

That's expected. You are added with your existing password; sign in as usual and switch institutions from the top bar or Switch context.

Passwords

The password reset email never arrived

Why:

• the account never accepted its invitation. Reset emails are sent only to active accounts, and the page still says "Check your email" so it doesn't reveal who has an account; or
• the account is suspended; or
• the email address differs from the one you sign in with; or
• it went to spam; or
• you asked more than 5 times in 15 minutes.

Fix:

1. Check spam for "Reset your SOL Assist password".
2. Make sure you typed the exact email you sign in with.
3. If you never set a password, you need an invitation, not a reset; see The invitation email never arrived.
4. Otherwise wait a few minutes and request once more.

"That link is no longer valid."

On Choose a new password.

Why: reset links last 1 hour, work once, and a newer request cancels older links.

Fix: click Ask for a new link and use the newest email straight away.

Password rules

• At least 12 characters, at most 128. "Use at least 12 characters".
• When changing it, the new one must differ from the current one ("Choose something different from your current password").
• A wrong current password gives "Your current password is not correct".
• Setting a new password signs you out on every other device, which is expected.

"Couldn't sign you in." / "That couldn't be sent. Try again in a moment."

Why: a network or server problem.

Fix: check your connection and try again. If it persists for everyone, contact SOL support.

After signing in

"Nothing available yet"

On the dashboard: "Your administrator hasn't given this role access to anything yet."

Why: your role has no permissions, or only on modules the school hasn't subscribed to.

Fix: the school admin grants permissions under Access & Security → Roles & Permissions; see Permission problems.

"You don't have access to this"

"Your administrator can grant it if you need it."

Fix: see Permission problems.

"This institution isn't subscribed to that module."

Why: the school hasn't bought that module, or SOL removed it.

Fix: the school admin contacts SOL to add the module.

Related

• First login
• Permission problems
• Common errors