If your Teacher reports that they are seeing this error when logging in, it is likely due to an issue with the account or identity provisioning.
To troubleshoot this problem, please follow the steps below:
- Ask the Teacher to sign out and try again if they have not already. Make sure they are not using Private Relay (Hide Email address) to sign in if using Apple as the Sign in method.
- Head to the Goodnotes Admin Console and check that the user is enlisted in User Management Tab and their role is set to Teacher. If they are not, they should try and make a new account, using an email address with the same domain as your School Organization.
- If your institution was part of our Pilot Scheme, check that the Teacher is not using the app in Testflight.
- Check if the Teacher was previously using Goodnotes 6. If they were, the Teacher may already have a Goodnotes Account associated with Goodnotes 6 which is causing a discrepancy. Please contact Support and send the Diagnostic Data from Goodnotes 6, we can then delete this account so the Teacher can set up a new one. If they weren't, please move on to Step 5.
- Ask the Teacher to sign in to Goodnotes 6 using the same account. If they can't sign in, please contact Support. If they can sign in, please move on to Step 6.
- Ask the Teacher to try deleting and reinstalling Goodnotes 6 and Goodnotes Classroom and sign in again.
If using Apple School Manager (ASM)
If there is a mismatch between the managed Apple ID and the optional email fields on ASM, when the user tries to sign into Goodnotes Classroom, their account will be created but it will use an @emptymail domain ending and the user will see "Account Already Exists" in Goodnotes Classroom.
To prevent this:
- Ensure that the managed Apple ID field and the optional email field in ASM are the exact same.
To solve this problem, if the user sees "Account already exists", the user will need to complete the following steps:
- Go to web.goodnotes.com, sign in with their Apple ID and delete the Goodnotes account permanently. The "Delete account" button on Goodnotes for web has been disabled for teachers and students, so that only IT Admins can delete accounts.
- Log into their Apple Account, either on account.apple.com or in their iPad system settings and remove "Goodnotes" from the apps that are using Sign in with Apple for this Apple Account
If using sign in with Microsoft
Every Microsoft account has a subdomain associated with the account which is located in the managed user profile (e.g. school.onmicrosoft.com).
- To solve this problem for Microsoft users, please verify this subdomain by adding a new domain in the Goodnotes Admin Console.