New Learner Log In Trouble

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Paulette Solis

April 29, 2022 16:57

Brand new to Khan academy. Just signed me and my kids up. One of my kids when she made her account (13 plus) she left it on her laptop open. She decided to use my laptop because it's speakers are better but it would not let her log in. It said incorrect username / email / password. She tried several times thinking that it might have been a typo. So she went back to her laptop where she had not logged out yet. Is it possible that it wouldn't let her log in because she was still logged in on her other device? Or is there a BIG issue with her account? I'm concerned about making her log out of her laptop because if it's an issue with the setup, she's not going to be able to get back in!

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Evan Lewis

April 29, 2022 18:34
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Hi Paulette,

Logging in on multiple devices at the same time shouldn't be an issue, so it sounds like there's an issue with the username / password combo that she is entering.

If she's still logged in on one of the devices, she can go to her Account Settings page to retrieve her login information. This will allow her to view her username and change her password.

Note that she will need to know her current password to change it using that method, so if her current password is not working she can reset it in one of two ways:

1. Visit the Forgot Password page while logged out. This will allow her to enter the email linked to her account, which will send her a reset password link.

2. Submit a support ticket and one of our support agents will be able to manually reset the password for her.

I hope this helps! Please let me know if there's anything else I can do for you!

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