If a Student or Teacher can not access their account, there may be an issue with the way their account has been setup. Be sure to check the following items to troubleshoot this issue:
Check they are using the appropriate Identity Provider
Your Institution will have one Identity Provider (e.g. Google, Apple or Microsoft account) setup with Goodnotes Classroom, so if a user logins with the wrong account, they will be unable to access their account. Make sure that users are signing into Goodnotes Classroom with the account that matches the chosen option in the Manage Authentication Method section of the Identity Provisioning page in your Goodnotes Admin Console.
Check they are using the correct Referral Code
If Teachers or Students sign up with an incorrect Referral Code, they will be denied access to their account. To resolve this, ensure that they are entering the same Code which can be found in the Organization Code section of the Identity Provisioning page. This is only applicable for Institutions that purchase Goodnotes Classroom with a Referral Code.
Check they are added to your School Management
On the School Management page of the Goodnotes Admin Console, check if the user appears in the Student or Teacher Management table. If they are not listed in the appropriate table, create their account and add them as the correct user type.
Check their account is not suspended
In the School Management page of the Goodnotes Admin Console, find the user's row and make sure that they are not listed as 'suspended'. If a user is suspended, they will not be able to access their account. Press on the 3 dots button on the right-hand right of the table to change the suspension status of a user.
Check their account is not scheduled for deletion
Any time you delete a user from the Goodnotes Admin Console, make sure you delete it immediately and not "Schedule for deletion". This will trigger a 21 day cooling off period where they will be unable to use their email address to create a new account. If this has happened the user will see an error when logging in such as "Your session has expired" or something similar.
Contact Goodnotes Support
If you have attempted all the above checks, please contact our dedicated Goodnotes Classroom Support team for assistance.