> ## Documentation Index
> Fetch the complete documentation index at: https://help.chimeedu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix ChimeEdu Account and Login Issues — Help Guide

> Fix common ChimeEdu login problems — forgotten passwords, email confirmation issues, two-factor authentication, passkeys, and account access.

Most login issues can be resolved quickly. This page covers the most common account and authentication problems and how to fix them.

<Warning>
  Never share your password with anyone — including classmates, colleagues, or anyone claiming to be ChimeEdu support. ChimeEdu staff will never ask for your password.
</Warning>

## 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.

If none of the above resolves the issue, use the forgot-password flow below or [contact support](https://app.chimeedu.com/contact).

## Forgot Your Password

<Steps>
  <Step title="Go to the forgot-password page">
    Visit [app.chimeedu.com/forgot-password](https://app.chimeedu.com/forgot-password).
  </Step>

  <Step title="Enter your email address">
    Type the email address associated with your ChimeEdu account and click **Send Reset Link**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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:

1. **Check your spam or junk folder** — automated emails from new services are sometimes filtered.
2. **Allow a couple of minutes** — delivery can occasionally be delayed.
3. **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](https://app.chimeedu.com/contact) to correct your email address.
4. **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](https://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.

<Note>
  ChimeEdu support responds within 24–48 business hours. If your account access is urgent, mention that in your message.
</Note>

## 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.

**Browsers with passkey support:** Latest Chrome, Firefox, Safari, and Edge.

## 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:

1. **Change your password immediately** using the [forgot-password flow](https://app.chimeedu.com/forgot-password).
2. **Contact support** via the [contact form](https://app.chimeedu.com/contact) and describe what you noticed. The team can investigate recent activity on your account and help secure it.

<Warning>
  If you believe your account has been compromised, contact support immediately at [app.chimeedu.com/contact](https://app.chimeedu.com/contact). Do not wait.
</Warning>

<Note>
  ChimeEdu support responds to all enquiries within **24–48 business hours**. For accessibility-specific issues, the response target is 5 business days.
</Note>


## Related topics

- [ChimeEdu Activities and Quiz Troubleshooting Guide](/help/activities-and-quizzes.md)
- [ChimeEdu Teacher FAQs — Classrooms, Activities & Plans](/help/faq-teachers.md)
- [Contact ChimeEdu Support — Help, Bugs & Response Times](/help/contact-and-support.md)
- [ChimeEdu Student FAQs — Quizzes, Accounts & Progress](/help/faq-students.md)
- [Create Your ChimeEdu Student Account — Step by Step](/students/create-account.md)