An instructor can't sign in

Send them a link to set their own password — no need to contact support.

ForOwnerManager
1

Open their profile

Click "Instructors" in the sidebar, then click the instructor. Anyone who can't sign in is marked on the list with an amber badge, so you can spot them without being told.

2

Open the Access tab

The Access tab holds the Account access card: whether they have ever signed in and whether they have a password. "No password set" means they were invited with a link and never chose one — they can't get back in on their own. The same answer is on a badge next to their name at the top of the page, so you can see it without switching tabs.

3

Click "Send login link"

They get an email with a link to choose their own password. It works for 7 days and can only be used once. Sending a new link cancels any earlier one. A link also stops working once they have signed in.

Limits
  • • You never set an instructor's password yourself, and you never need to know it.
Tips
  • • They choose it from the link, which keeps the account genuinely theirs and means no password travels through email or text.
  • • Why does this happen? Instructors are created without a password — Klasly emails them a link instead. If that first link is never used, or they were signed in for months and the session finally expired, there is nothing for them to "forget", so the forgot-password page never occurs to them. Sending a fresh link is the fix every time.
  • • Instructors can also help themselves: on the sign-in page, "Forgot or never set one?" sends the same kind of link to their own address. That link comes from our sign-in system and works for 1 hour, so tell them to open it right away — the link you send from their profile lasts 7 days.
  • • If the badge still says "No password set" after they have set one, reload the page — it updates as soon as they finish.
  • • Someone you invited by email without a name is also asked for their name on that screen. Until they do, they are listed under their email address on your side, and members see no name for them.
  • • "Invite sent" is not a problem: a link went out in the last 24 hours and hasn't been used yet. They are only counted as unable to sign in once that link expires unused.
  • • Your studio's Test Instructor (the account you preview the instructor side with) is never counted — you open it from the Test accounts switcher, which needs no password.

Related articles

Help Center - Klasly