Why can't I log in? (error prompt displayed)

Modified on Sun, 25 Aug, 2024 at 10:39 PM

If you encounter difficulty logging into your account and receive an error prompt, you can check the following conditions:

Error Message	Resolution
Invalid Credentials	This error indicates an incorrect password or email/mobile number. You can reset your password by clicking "Forgotten Password".
Invalid Inputs	Please enter your mobile number starting with the country code.
Email / Mobile number is not verified	This means your account hasn't been verified. Click "First Time Login" to verify your email or mobile number. Once you receive and submit the OTP code, set your password and log in as usual.
Unknown error has occurred	Clear your browser cache. Try logging in using Incognito Mode. Ensure your browser is up to date.
No authorised roles	This error occurs when parents/students try to log in via mobile web browsers. Note that Guardians cannot log in through the web; they can only do so via the mobile app. Encourage users to download the AOne app and log in again.
Did not register in the system	If you receive this error, ensure that the mobile number and/or email address registered in the system are correct. Check if the mobile number format is correct (country code followed by the mobile number without symbols).