If you cannot get in

All three of the usual reasons are things you fix yourself, in a couple of minutes, at any hour, without waiting for anybody at City Council to be at their desk.

You have forgotten your password

Go to Forgotten your password and give your email address. A link arrives; it is good for a short time and works once. Follow it, choose a new password, and you are in.

Two deliberate details:

• The page says the same thing whether or not the address is known. Otherwise the form would be a way of finding out who has an account here.
• Using the link ends your other sessions. If somebody else had got into your account, resetting the password puts them straight back out.

Your account is locked

Too many wrong passwords in a row locks an account. That is deliberate and it is not a punishment: it is what stops somebody working through a list of common passwords against your address.

Go to Unlock your account, give your address, and follow the link that arrives. The lock lifts immediately.

Your invitation has expired

An invitation is a one-use link with a life on it. If yours has run out, anybody at your school with a School Admin account can send another from People and permissions. It takes about fifteen seconds and it does not go anywhere near City Council.

The people page lists who holds which role, so if you are not sure who to ask, that is where to look.

You have lost the phone with the authenticator on it

Use one of the ten recovery codes you were given when you enrolled, in place of the six-digit code. Each works once. Once you are in, go to your security page, remove the old authenticator and enrol the new phone. You can also reissue a fresh set of recovery codes there without touching the authenticator itself.

If the recovery codes have gone too, a System Admin at City Council can clear the enrolment so you can set it up again. That is the one case in this list needing somebody else, because nothing is left that proves you are you. Ask in the help bubble, or email services.to.schools@example.invalid.

The email never arrived

1. Check the junk folder. Local authority mail filters are enthusiastic.
2. Check you typed the address your account uses rather than a newer one.
3. Ask a School Admin to confirm the address on the people page. They can correct it there and then.

You have no account at all

Somebody at your school with a School Admin account invites you: see adding a colleague. City Council does not create school accounts, which is what makes it a two-minute job rather than a two-day one.

Support is available 08:00 to 17:00, Monday to Friday, term time and school holidays. Telephone 01344 000000.