Troubleshooting Ellevation Login Issues

🔐 Account type(s) with default permissions to manage this: All Account Types

💻 Tier(s) this is available for: Foundation, Essential, Pro

This guide walks you through how Ellevation login works, the most common login errors and their fixes, and a simple three-step path to resolve almost any login issue. Keeping your access working means you can stay focused on supporting your English learners (ELs) without interruption.

Select a topic to get started:

• How Ellevation Login Works
• Common Login Errors: Quick Reference
• The Three Steps to Resolve Any Login Issue
• Administrator Troubleshooting Resources

If you are an Ellevation Administrator at your district, please contact [e-mail] directly with any login issues you are personally experiencing.

ℹ️ Note

Need to share these steps with a colleague who cannot access this Resource Center? A shareable Google Doc version of this resource is available here: Ellevation login troubleshooting (Google Doc).

How Ellevation Login Works

Depending on your district's settings, you can access Ellevation in one of two ways:

• Single Sign-On (SSO): Through your district's portal, such as Clever or ClassLink.
• Website login: With a username (usually your school email) and password on the main Ellevation login page.

You can learn more about how users are invited to access Ellevation in Manage Ellevation Users: Invite Users to Ellevation.

Users are typically added to Ellevation through an automated data sync with your district's Student Information System (SIS). Login issues can occur when:

• There is an issue with the SIS data, such as the staff file.
• The user is not, or cannot be, included in the automated staff file.

ℹ️ Note

These are two common examples, not the only reasons a login issue can occur.

You can learn more about how staff information is automated from your SIS in Manage Ellevation Users: How Staff Information Is Automated.

Common Login Errors: Quick Reference

Review these common login errors to find a quick solution. Each row describes what the error means and what to do next.

Login error	Typical cause and solution
Screenshot: "Credentials are missing from Ellevation" SSO login screen.	Cause: Seeing this login screen after you try to log in via SSO (such as Clever, ClassLink, or Google) indicates your credentials are missing from Ellevation, or your account has been deactivated. Solution: Reach out to your district's Ellevation Administrator (Step 1 below).
Screenshot: "Please log in using Single Sign-On" message.	Cause: This message (Please log in using Single Sign-On. For security reasons, your district does not allow password logins.) means your district has staff use SSO rather than an email and password to access Ellevation. Solution: Log in through your usual SSO. If that does not work, reach out to your district's Ellevation Administrator (Step 1 below).
Screenshot: "Incorrect email address or password" message.	Cause: This message (Incorrect email address or password. Click "Unable to log in or forgot your password?" to set a new password.) means you need to reset your password, or your account needs to be activated in Ellevation. Solution: Click Unable to log in or forgot your password? and follow the prompts in the email you receive to reset your password. If you do not receive an email, your account needs to be activated in Ellevation. Reach out to your district's Ellevation Administrator (Step 1 below).
Screenshot: "Your account is currently inactive" message.	Cause: This message (Your account is currently inactive. Please contact your account administrator. If you are an account administrator, please contact [e-mail]) means your account has been deactivated. Solution: Reach out to your district's Ellevation Administrator (Step 1 below).
Screenshot: "This account has been invited to join Ellevation" message.	Cause: This message (This account has been invited to join Ellevation, but has not yet completed the invitation process. Please request your invitation email be re-sent. If you do not receive a new invitation email, please contact your account administrator.) means your account has never been fully activated. Solution: Check your inbox and spam folder for an invitation email to log in to Ellevation and set up your account. If you do not have that email, click the link in the error message to request a new invitation email. If that does not work, reach out to your district's Ellevation Administrator (Step 1 below).
Screenshot: "We've updated password standards" message.	Cause: This message (We've updated password standards as part of routine security maintenance. Click "Unable to log in or forgot your password?" to set a new password.) means you need to create a new password that meets the requirements. Solution: Click Unable to log in or forgot your password? and follow the prompts in the email you receive to reset your password so it meets the requirements.

The Three Steps to Resolve Any Login Issue

If the quick reference above does not solve your specific login issue, or you need more detail, these steps will resolve nearly any Ellevation login issue.

Step 0: Try Resetting Your Password

If you use SSO (such as Clever, ClassLink, or Google) to log in to Ellevation, skip this and go straight to Step 1.

• If you use a website login (not SSO) to access Ellevation with an email and password, this is the easiest thing to try first. Think of it as "pre-Step 1."
• Click Unable to log in or forgot your password? on the Ellevation login page and follow the steps. If that does not solve the problem, or if you use SSO, continue with the steps below.

📝 Select Unable to log in or forgot your password? on the Ellevation login page to reset your password.

Step 1: Contact Your District's Ellevation Administrator

• Who: Reach out to your district's main Ellevation Administrator, or the designated Specialist or department. This is typically your main Multilingual Department Specialist or Director. If you are unsure who your district's Ellevation Administrator is, email [e-mail] and we will be happy to provide the contact information.
• What: Let the Administrator know you cannot log in to Ellevation. Take a screenshot if you can, so you can show them the exact error message you are receiving. They can troubleshoot the issue and escalate it if needed.
• Why: Your Ellevation Administrator manages user accounts and permissions, and should be your main point of contact for all things Ellevation at your district.

If you are an Ellevation Administrator, see Administrator Troubleshooting Resources for steps to troubleshoot your users' login issues.

Step 2: Escalate to the District's Data or IT Team

• Who: This is usually a step your Ellevation Administrator takes if they cannot solve the problem themselves in Step 1.
• What: Your Administrator contacts your district's data or IT team to verify that your user data is being sent correctly to Ellevation.
• Why: Login or data issues often stem from an SIS file that does not have the correct data, or that is not syncing correctly with Ellevation. The district data team has to confirm and fix this if needed.

Step 3: Escalate to Ellevation Product Support

• Who: Ellevation Product Support is here to help once your district's data team or your Ellevation Administrator confirms the issue is not coming from the district (Steps 1 and 2).
• What: We continue to troubleshoot and resolve the issue, or advise on next steps.
• How: You or your Administrator can email [e-mail].

When contacting Ellevation Product Support, please include your name, your district, a detailed description of your login issue, and a screenshot of the error message if possible.

⚠️ Warning

Please do not include student data (PII) when emailing Ellevation.

For additional data troubleshooting, see Troubleshoot Common Data Issues in Ellevation Non-Administrator Account Types.

Administrator Troubleshooting Resources

This section is for Ellevation Administrators who want to learn more about troubleshooting login issues. Follow these steps:

1. Check whether the user is present on your district's User Management page.
2. By default, this View shows only "Invited" and "Active" staff. Turn off this automatic filter so you can view all staff regardless of their Account Status.
3. Search for the user's email address using the search bar. One of three things will happen:
   1. You find them and their status is inactive, invited, or active: They should be able to log in to Ellevation using SSO (such as Clever or ClassLink). If your district does not use SSO, you can activate their account by following Invite Users to Ellevation.
   2. You find them and their status is deactivated: Manually activate their account by clicking Activate Account. It will ask you to set up a password for them; once you do, you do not need to share it. The next time they log in, they can click Forgot password to set up their own. If they use Clever or ClassLink SSO, they can log straight in once activated.
   3. You cannot find them at all: They need to be added to your district's staff file by your district's technology contact. Reach out to confirm they are added and properly coded in your SIS. Once they have been added and appear in Ellevation via the overnight sync, you can invite them to Ellevation. If the user still does not appear in Ellevation one to two days after your technology contact has added them, email [e-mail] for additional troubleshooting.

Additional troubleshooting guides:

• Manage Ellevation Users
• Troubleshoot Common Data Issues in Ellevation Administrator Account Types
• Use Clever Single Sign-On for Ellevation
• Verifying School Assignments for the New School Year