Login & Access Issues | Aletheia Support

Can't get in? Here are the most common login issues and how to fix them.

Forgot Your Password

If you signed up with email and password and can't remember your password, contact support to request a password reset.

If you signed up with Google, use the Continue with Google button on the sign-in page instead — no password is needed.

"Email not found" Error

This means no account exists with that email. You may have:

Signed up with a different email address
Used Google Sign-In instead (try clicking Continue with Google)
Not completed signup (try signing up fresh)

"Error 403: access_denied"

Your Google account may have blocked third-party sign-ins. Check Google's security settings → Third-party apps with account access.

Spinner that never loads

Try disabling browser extensions (especially ad blockers or privacy tools)
Try in a private/incognito window
Try a different browser (Chrome, Firefox, Safari)

Signed into wrong Google account

Click your profile in the top-right of Google's sign-in page to switch accounts

"Account suspended" Message

Contact support at support@aletheiatutor.com — suspensions are usually related to billing issues and are resolved quickly.

Child Forgot Their PIN

Parents can reset a child's PIN:

Sign in to your parent account
Click the child's card on the dashboard
Click Edit Profile → Reset PIN
Enter a new 4-digit PIN
Give the new PIN to your child

"Invalid family code" Error

Make sure the family code is entered correctly:

Family codes are not case-sensitive — uppercase and lowercase both work
No spaces before or after
Your family code is shown in your parent dashboard

If you recently changed plans or had an account issue, contact support — your family code may need to be reset.

Child Can't Find Their Profile in the List

The profile may be archived. Check Dashboard → Settings → Archived Profiles to restore it.

Child Is Being Asked for an Email

Make sure you're on the child sign-in page, not the parent login. The URL should include /child. Direct link: aletheiatutor.com/child.

General Troubleshooting

Page Not Loading or Blank Screen

Hard refresh the page: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
Clear browser cache and cookies for aletheiatutor.com
Try a different browser
If the issue persists, contact support to check for any outages

Session Keeps Expiring

Parent sessions last 30 days automatically. Child sessions last 24 hours for safety. If sessions expire too quickly, ensure your browser accepts cookies from aletheiatutor.com.

Still stuck? Contact our support team — we typically respond within 24 hours.