Guide
Troubleshooting Login Problems
The common reasons a sign-in fails and how to resolve each one.
1. Check your school identifier
ShuleXtra hosts many schools on one platform, so the sign-in form asks for your school identifier (subdomain) as well as your email and password. If the identifier is wrong or misspelt, your correct email and password will still be rejected. Your identifier was provided at onboarding; if in doubt, ask your school administrator. Schools on their own custom domain do not need to enter it, the school is detected from the address.
2. Wrong email or password
Emails must match exactly what the school registered for you, including any dots or numbers. Passwords are case sensitive, so check that Caps Lock is off and that your phone keyboard has not auto-capitalised the first letter. Three or four careful attempts are better than many rushed ones.
3. Use the password reset
If you cannot remember your password, use the Forgot Password link on the sign-in page. Enter your registered email and follow the instructions sent to you. If no email arrives within a few minutes, check your spam folder, and confirm with your school that the email address on your account is correct.
4. Account not yet created or deactivated
Parents and staff can only sign in after the school has created their account. If you have never received credentials, the account may not exist yet; ask the school office. Accounts can also be deactivated when staff leave or records change, in which case the administrator can reactivate or recreate them.
5. Still stuck?
If the identifier, email, and password are all confirmed correct and you still cannot sign in, contact our support team on WhatsApp or email with your school name and the email address you are using. We respond within one business day, usually much faster during office hours.
Need a hand with this?
Our Tanzania-based team supports you in Swahili or English. Email info@shulextra.com or chat with us.
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