Login & Access Issues | Aletheia Support

Can't get in? Start with the account type: parent account, child PIN sign-in, or child email/SSO sign-in.

Forgot Your Password

If you signed up with email and password:

Go to the sign-in page.
Click Forgot password?.
Enter your account email.
Open the reset email from noreply@aletheiatutor.com.
Set a new password.

If you signed up with Google or Apple, use that provider button instead.

"Email not found" Error

You may have:

Used a different email address.
Signed up with Google or Apple instead of password.
Started signup but did not finish.

Try the provider buttons or contact support.

Try:

Using the same Google or Apple account you originally connected.
Disabling privacy/ad-blocking extensions temporarily.
Opening a private/incognito window.
Trying another browser.

"Account suspended" Message

Contact support. Suspensions are usually related to billing or account safety and need support review.

Email Verification Issues

If you signed up with email and password, verify your email before adding children or subjects.

I didn't receive the verification email

Check Spam/Junk for noreply@aletheiatutor.com.
Use Resend verification email from the dashboard banner.
Confirm your email address is correct in settings.
If it still does not arrive, contact support.

My verification link expired

Verification links are time-limited. Return to the dashboard and request a new verification email.

Child Forgot Their PIN

Parents can reset it:

Sign in as a parent.
Open Children.
Select the child's settings.
Scroll down to the Login Settings section, enter the new PIN code and click Save Changes.
Save and give the new PIN to your child.

"Invalid family code" Error

Check:

No spaces before or after the code.
Correct family code from the parent dashboard.
Correct child sign-in page.

Family codes are not case-sensitive.

Child Can't Find Their Profile

The profile may be archived or the child may be using the wrong family code. Check the parent dashboard and restore the profile if needed.

Child Is Being Asked for an Email

They may be on the regular sign-in page. Use the child sign-in page for family code + PIN, usually /child-login.

Setup Link Expired

Ask the parent to resend the child setup email from Children. The child must use the new setup link.

Already Signed In as Parent

Sign out first, then open the child setup link again. Parent and child sessions should not be mixed in the same browser tab.

Google or Apple Account Not Found

The child may not have connected that provider yet. Setup must begin from the parent-sent setup link. After connecting Google or Apple, the child can use it from the regular sign-in page.

Apple Hide My Email Looks Different

Apple may use a private relay address. That is normal. Sign in with the same Apple ID that was used during setup.

Child Email Account Not Enabled

A parent must enable child email account access before password, Google, or Apple sign-in will work for that child. If only PIN is enabled, use family code + PIN.

General Troubleshooting

Page Not Loading or Blank Screen

Hard refresh the page: Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac.
Clear browser cache and cookies for aletheiatutor.com.
Try a different browser.
Check whether the issue happens on another device.

Session Keeps Expiring

Make sure your browser accepts cookies from aletheiatutor.com. Child sessions may expire more often than parent sessions for safety.

Still stuck? Contact our support team - we typically respond within 24 hours on business days.

Parent Login Issues