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The error message on screen reads: We did not recognize that username. Please check your information and try again. |
If you see an error message that indicates your username is not recognized, that means you need to enter your username correctly.
- Your username was created when you registered your account and you cannot change it.
- Your username is not case-sensitive.
- Your username may or may not be the same as your email address.
- Whitespace before or after your username will cause this error.
| Did you confirm your account within 72 hours? If not, then your account has dropped off and your username is not recognized. You need to re-register with the registration link your school provided. |
⇒ Some students use their email address as their username. So, if you are uncertain what your username is, you can try using your email address. But if you get the same error message, then that is not correct.
⇒ The system ignores upper/lower case. There is no need to try different variations such as UserName and USERname.
⇒ Did you include an apostrophe in your username? This can cause problems later, because there are different styles of apostrophe called "curly quotes". If you suspect this might be the problem, use the HELP button to contact support so we can investigate.
⇒ Do not trust your browser's autofill if you are having trouble logging in. Your browser may have saved the wrong information or may have a hidden space that is causing the login to fail.
⇒ Clear your browser's cache "for all time" to be sure there is no bad data causing trouble with your login.
⇒ Type your username carefully. Use the arrow keys to identify if there is a space before or after your username. Keep an eye open for typos including small characters like a dot or apostrophe.
⇒ Check that your keyboard is functioning properly and not typing extra characters or spaces that you did not intend.
If you do not remember your username, reach out to your instructor or administrator, or request a password reset. The latter option will result in an email being sent to your address on file, which includes your username along with a temporary password to get back into your account.
Also, be sure that you confirmed your account. If you did not confirm within 72 hours, the account has dropped off and you will need to re-register. Your teacher can confirm if your account is missing from their view.
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❖ IMPORTANT NOTE ❖ If you chose to use your email address as your username, it IS still possible that you entered it incorrectly when you first signed up. Just a "minor" typo at registration can put you in a position of entering your email address repeatedly, and thinking it is correct, when it actually is not. Please see your instructor for help if you think this might be the case. |