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Cannot login to the Teacher App

If the teacher cannot log in to the Teacher App kindly follow the below steps

Step 1  - Paste the registered phone number of the teacher in the manage user section.

You will have 2 possibilities.

   Teacher details available

Teacher details available:- You will see the teacher details, click on "View Details"
  1. Click on "View Details" to proceed further, if you don't see any information that means the teacher is inactive.
    1. Access the school and educate the teacher that we cannot make them active. They have to get in touch with the school.
  2. Click on "View Details" to proceed further, if you see teacher details means the teacher is active.
    1. Also check the Access Till on the the Roles & Additional page, if it has been expired still the teacher would not be able to login. Kindly extend the date by another year.

If teacher details are available and the user claims that they cannot login then follow the below steps.

Take Any desk access of the teachers' tab and follow the below steps.

Step 1 - Probe for the Name & Version of the App in which the user is trying to login (Sometimes users try to login to the Demo App instead of Lead Teacher App)

Step 2 - Uninstall the Lead Teacher App & Reinstall it. 

Keynotes - 

  • Lead School Demo Teacher Guide Version would be 1.0.5 (It's only a Demo App, regular Teacher App ID's will not work in it)
  • Any Employee who has KAM access will not be able to log in
  • If the teacher is facing difficulty in Resetting the password, kindly help the teacher to reset the password & share the Password with the user. (Advisor can do on their Tab)
  • Try to replicate the issue  and attach relevant screenshots in the ticket before escalating it to tech team. Always update the credentials of the teacher in the ticket for the Tech Team to investigate further.

                                 Teacher details not available

  • Techer details not available :- If its not a registered number, you get an error as "No user found". The teacher on the TA, will see this error message "This number does not match our records". Kindly advise the teacher to get in touch with the school, as she has not been added in the Nucleus. 
    • If the caller insists that they are added in the school, then access the school and try to find the teacher in the active list as well as in the inactive list.
    • If you find the teacher, then check which phone number is the teacher using to login as they can only using the registered number. You can educate the teachers about their registered number.

If the Teacher is not receiving OTP follow the below steps 

  • If the customer doesn't receive the OTP in a few seconds ask the customer to wait and educate him that  you will share the OTP with him 
  • Open the URL (https://nucleus.leadschool.in/admin/otp/phone number) and share the OTP with the teacher.
  • OTP  is also available in the teacher detail section.