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Login & Access Issues

Troubleshooting common login problems for parents and children, including PINs, password reset, Google, Apple, and child setup links.

5 min readUpdated September 24, 2026loginpasswordPINaccessGoogleApplechild setup

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

Parent Login Issues

Forgot Your Password

If you signed up with email and password:

  1. Go to the sign-in page.
  2. Click Forgot password?.
  3. Enter your account email.
  4. Open the reset email from noreply@aletheiatutor.com.
  5. 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.

Google or Apple Sign-In Not Working

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

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

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

Child PIN Login Issues

Child Forgot Their PIN

Parents can reset it:

  1. Sign in as a parent.
  2. Open Children.
  3. Click the settings (gear) icon on the child's card.
  4. Open the Login tab.
  5. Under PIN Code, enter the new PIN in both boxes, then click Save Settings.
  6. Give the new PIN to your child.

The PIN must be 4-6 digits and different from your other children's PINs. Simple patterns like 1234 or 1111 aren't allowed.

"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 Children page and reactivate the profile if needed.

Child Is Being Asked for an Email

They may be on the regular sign-in page. Go to the child sign-in page and choose Use My PIN, or use the student login link from your parent dashboard.

Child Email, Google, or Apple Login Issues

Which fix you need depends on where the child is in setup.

Setup Was Never Finished

If the child's card on Children shows Email setup pending, click Resend setup email. Setup links expire after 48 hours and work once, so the child should use the newest email.

Child Forgot Their Password

Once a child's email account is set up, they can recover it themselves:

  1. Go to the sign-in page and click Forgot password?.
  2. Enter the child's account email (the Child's Email the parent entered).
  3. Open the email and follow the link to set a new password, or connect Google or Apple.

The child receives a fresh single-use setup link, valid for 48 hours. If it doesn't arrive, check spam, wait a minute, and try again. Parents can also set a new password directly from the child's Settings → Login tab.

Parent Forgot Their Password

Use the parent steps above. A parent reset link only resets the parent account, not a child's.

Already Signed In as Parent

The setup page will say You're already signed in. Click Sign out and continue setup, or sign out of the parent account first, then open the setup link again. Parent and child sessions should not be mixed in the same browser.

Google or Apple Account Not Found

The child hasn't connected that Google or Apple account yet. They need to connect it through a setup link first (sent by a parent, or requested with Forgot password?). After that, they can use it from the regular sign-in page. Each child can connect one Google or Apple account.

Apple Hide My Email Looks Different

Apple may share a private relay address instead of the child's real email. That's normal. Aletheia links the Apple ID itself, and the Child's Email the parent entered stays the account email. Sign in with the same Apple ID used during setup.

Child Email Account Not Enabled

A parent must switch the child to PIN + Email before password, Google, or Apple sign-in will work. If the child is on PIN Only, use family code + PIN.

General Troubleshooting

Page Not Loading or Blank Screen

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

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