Troubleshooting

Find the problem below. Most have a quick fix.

Signing in

I forgot my password

On the sign-in page choose Forgot your password?, enter your email and use the 8-digit code we send. Codes expire; ask for a new one with Resend code if needed. If you sign in with Google, use Continue with Google instead: there’s no password.

“Invalid email or password”

Check the email for typos and that Caps Lock is off. If you were invited, use the exact email the invitation was sent to.

“Too many attempts”

Wait a few minutes before trying again.

I keep getting signed out

Each account can be signed in on a limited number of devices. Signing in on another one signs out the device used longest ago. Check Account › Signed-in devices and sign out devices you don’t use. If you see devices you don’t recognize, change your password. See your account and devices.

Joining

The invitation link says it’s expired

Invitations last 7 days. Ask the admin to Send again from the Invitations tab.

“Your Google account must use…”

The invitation is tied to one email address. Sign in with that Google account, or create an account with that email and a password.

The class link doesn’t work

Ask the teacher or admin to check that:

• the course is published,
• Accept new students is on,
• the link hasn’t reached its student limit or expired,
• the code wasn’t replaced (an old link stops working).

“Your place in this class is paused”

An admin or teacher paused your access to the course. Ask them to resume it.

Students can’t see something

What’s missing	Check
A whole course	Is the course published? Is the student enrolled, and not paused?
A material	Is it published, not a draft? In a study plan, is its week unlocked?
An assignment	Is it published? Has its Available from time passed? Is it assigned to everyone or to specific students?
A quiz	Is it published, and is the course published too? Has its Opens time passed?
Their score	Does the quiz show results after the teacher’s review? Choose Release results. Does the course hide grades from students?

Emails

Invitation or notification emails don’t arrive

• Check spam, promotions and updates folders.
• On the Invitations tab, an invitation marked Email not delivered still works: Copy join link or Share on WhatsApp and send it yourself.
• Emails to students are part of Plus and up. On Gratis, students see notifications in the app instead.
• If a student turned email notifications off, they won’t get emails.

Files and uploads

Problem	Fix
“This file is too large”	Upload a smaller file, for example a PDF of just the chapter. Photos from phones are shrunk automatically.
A Word, PowerPoint or Excel file won’t preview	Older .doc, .ppt and .xls files can’t be previewed. Save as .docx, .pptx, .xlsx or PDF. It can still be downloaded.
Can’t upload a video	Video uploads are part of Plus and up. Add a YouTube or Google Drive link instead.
A student can’t hand in a file type	Check the assignment’s Allowed file types. Any file accepts phone photos.
Upload failed	Check the connection and try again.

AI question generator

Message	Fix
AI question writing is on Plus and up	AI is a paid feature. Upgrade, or paste questions you already have.
Your organization has used all its AI runs	Buy a top-up in Billing, or wait for next month.
You’ve used today’s AI generations	Try again tomorrow.
This PDF is password protected	Remove the password and try again.
No text was found in this file	It’s probably a scan: upload it again and choose the pages to read, or use photos.
That’s more than AI can read at once	Remove a file, paste just the part you need, or say which pages to focus on.

Limits

“Upgrade to keep going”

Your organization reached a limit of its plan, such as seats, active courses or quizzes this month. The message says which plan removes it. If you’re not the owner, choose Ask the owner to send them a message. See plans, seats and billing.

Over the seat limit

Students can still join. You have 14 days to upgrade before paid features lock.

Still stuck?

Ask your organization’s admin, or contact Kelasi from the home page.