Can’t Sign In
If you’re unable to sign in, work through this checklist before contacting support:- Are you using the correct email address? Double-check that you’re entering the address you registered with. If you have a school email and a personal email, make sure you’re using the right one.
- Is your password correct? Passwords are case-sensitive. Make sure Caps Lock is off and that you’re not accidentally adding a space before or after the password.
- Are you using your school email? Some institutions require sign-in through a specific domain. If your school uses Google Sign-In, try that option on the login page.
- Has your account been confirmed? If you registered recently and didn’t click the confirmation link in your welcome email, your account may not be fully activated yet.
Forgot Your Password
1
Go to the forgot-password page
2
Enter your email address
Type the email address associated with your ChimeEdu account and click Send Reset Link.
3
Check your email
Open the email from ChimeEdu and click the Reset Password link inside. The link is time-limited, so use it promptly. If you don’t see the email within a couple of minutes, check your spam or junk folder.
4
Set a new password
Enter a new password on the reset page (minimum 10 characters) and save. You can sign in immediately with your new password.
The password reset link is sent to your registered email address. If you no longer have access to that email, contact support and they’ll help you verify your identity.
Email Confirmation Issues
When you register a new ChimeEdu account, a confirmation email is sent to the address you provided. You must click the confirmation link before you can sign in. If you didn’t receive the confirmation email:- Check your spam or junk folder — automated emails from new services are sometimes filtered.
- Allow a couple of minutes — delivery can occasionally be delayed.
- Verify you used the correct email — if you mistyped your address at registration, the confirmation will have gone to a non-existent inbox. In this case, contact support to correct your email address.
- Request a new confirmation email — on the sign-in page, look for a “Resend confirmation email” option if the link has expired.
Two-Factor Authentication (2FA) Issues
If you’ve enabled 2FA on your account and can’t access your authenticator app — for example, if you’ve lost your phone or reset it:- Contact support immediately at app.chimeedu.com/contact. Include your account email address in the message.
- The support team will verify your identity and help you regain access to your account.
ChimeEdu support responds within 24–48 business hours. If your account access is urgent, mention that in your message.
Passkey Not Working
ChimeEdu supports passkeys as a passwordless sign-in option. If your passkey isn’t working:- Check browser support. Passkeys are supported in the latest versions of Chrome, Firefox, Safari, and Edge. Older browser versions or less common browsers may not support passkeys.
- Try email and password as a fallback. On the sign-in page, choose the Email & Password option instead of the passkey prompt. This always works regardless of device.
- Re-register your passkey. If you’ve changed devices, your passkey may need to be re-registered. Sign in with your password first, then go to Account Settings → Security to set up a new passkey for your current device.
Account Locked or Unusual Activity
If you see a message saying your account has been locked, or if you notice sign-in activity you don’t recognise:- Change your password immediately using the forgot-password flow.
- Contact support via the contact form and describe what you noticed. The team can investigate recent activity on your account and help secure it.
ChimeEdu support responds to all enquiries within 24–48 business hours. For accessibility-specific issues, the response target is 5 business days.