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Login & Access Issues

Troubleshooting common login problems for both parents and children, including forgotten PINs, password reset, and Google sign-in errors.

5 min readUpdated March 22, 2026loginpasswordPINaccessGooglepassword reset

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

Parent Login Issues

Forgot Your Password

If you signed up with email and password and can't remember your password, you can reset it yourself in seconds:

  1. Go to the sign-in page and click Forgot password? (below the password field)
  2. Enter the email address you used to sign up
  3. Check your inbox for an email from noreply@aletheiatutor.com with subject "Reset your password — Aletheia"
  4. Click Reset My Password in the email — the link is valid for 1 hour
  5. Enter and confirm your new password
  6. You'll be redirected to the sign-in page — sign in with your new password

Didn't receive the email? Check your Spam/Junk folder. If it's not there, wait a minute and try again. You can request up to 3 reset emails per hour.

Link expired? Reset links expire after 1 hour. Return to the forgot password page to request a new one.

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)

Google Sign-In Not Working

"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.

Email Verification Issues

If you signed up with email and password, you'll need to verify your email before you can add children or subjects.

I didn't receive the verification email

  1. Check your Spam or Junk folder for an email from noreply@aletheiatutor.com.
  2. From your dashboard, find the amber banner at the top and click Resend verification email. You can resend once every 60 seconds.
  3. Check Settings → Account to confirm you signed up with the right email address.
  4. If you still haven't received it after a few minutes, contact support.

Verification links are valid for 24 hours. If yours has expired:

  1. Go to your dashboard — you'll see the amber verification banner.
  2. Click Resend verification email to get a fresh link.
  3. Click the new link within 24 hours.
  • "Invalid verification link" — The link may have already been used (clicking it twice), or was copied incorrectly. Resend a new verification email from the dashboard banner.
  • "Verification link has expired" — Request a new link using the resend button.
  • "Missing token" — Try copying and pasting the full link from your email into the browser address bar.

The resend button says to wait — how long?

To prevent spam, you can request a new verification email once every 60 seconds. The button shows a countdown timer. After 60 seconds it will be available again.

I'm a Google user — do I need to verify?

No. If you signed in with Google, your email is automatically verified. You'll never see the verification banner.

I can't add my child even after verifying

It may take a moment for the dashboard to refresh. Try reloading the page. If the issue persists, sign out and back in. If it still doesn't work, contact support.

Child Login Issues

Child Forgot Their PIN

Parents can reset a child's PIN:

  1. Sign in to your parent account
  2. Click the child's card on the dashboard
  3. Click Edit Profile → Reset PIN
  4. Enter a new 4-digit PIN
  5. 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

  1. Hard refresh the page: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  2. Clear browser cache and cookies for aletheiatutor.com
  3. Try a different browser
  4. 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.

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