Why can a user not log in?

Does a student or teacher report that they cannot log in? The steps below usually help you find the cause quickly. For the first steps, refer users to How do I log in, and what do I do if it does not work?.

Check the account first

1. Go to Management and choose Users.
2. Search for the user by name or email address.
3. Check whether the account exists, whether it is active and whether the email address is correct.

Tip: with Log in as another user you see exactly what the user sees once they are in.

Common causes

The user is missing or is set to inactive or deleted

With a connection to your student information system (such as Magister, Somtoday or Eduarte), users and groups come in through the synchronisation. Changes show up in Simulise the next day.

• Check in the student information system whether the user is active and in the right group.
• Was the user just added? Then wait until after the next synchronisation.

A teacher is not in Simulise and is not included in the synchronisation

If a teacher does not teach a class and is not linked to a group in your student information system, they are not included in the synchronisation. To include the teacher, link them to a class in the student information system.

A student no longer appears in the list of users

If a student no longer appears in the list of users, they are probably marked as Alumni in Simulise. This happens when the synchronisation no longer finds the student in any group. If this is not correct, link the student to a class again in the student information system. The status then changes from Alumni back to Active.

Is a user or group missing? See Why is a user or group missing after the synchronisation?.

Logging in through Entree or Microsoft does not link to the right account

Simulise recognises the user by the details the login service (Entree or an Active Directory) passes on. If these do not match the account in Simulise, for example because the email address in the student information system is different, the link fails. Check that the email address is the same in the student information system and in Simulise.

The user did not receive an activation email

This only applies to accounts created by import or manually. You can resend the activation email from the import with the Reset and mail option. See How do I import users from Excel?.

The user has lost their two-factor authentication

You can reset a user's two-factor authentication. See How do I reset two-factor authentication?.

Still stuck?

Contact Simulise support. Include the username or email address of the user, the login method (Entree, Microsoft, Somtoday or password), the time of the attempt and a screenshot of the error message.

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