Hello! Thank you for your question! The most common reason for this to happen is an account mix-up: the teacher being linked to a different account from the one the student is using. That said, the best way to investigate this is with the help of our support team. To get to our support channel, please submit a support ticket - this will allow our team to take a further look at your student's account and help them complete their work.

I hope this helps and thanks again!