Troubleshooting tips for the Everyday Speech Admin Portal
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      3. Troubleshooting tips for the Everyday Speech Admin Portal

      Troubleshooting Access in the Admin Portal

      This article will discuss common troubleshooting questions within the Admin Portal.

      In order to use the Everyday Speech Admin Portal, you must be a designated administrator for your district account. Please reach out to us at support@everydayspeech.com with any questions.

      I have assigned my licenses in the Admin Portal, but my users say they do not have access

      The user's email address is incorrect

      The first place to check is the user's email address. If there is a typo in their email address, they will not be able to access their Everyday Speech account.

      We have a step-by-step guide to change user's email addresses here: How to Correct a Misspelled User Email Address in the Admin Portal

      There was an error assigning the license

      On rare occasions, the Admin Portal may create the user email, but the license will not actually be assigned.

      To determine if this is the issue, you will need to check the license Status. You can locate the Status under the Status column in your Admin Portal dashboard view.

      What does Trial, Active, or N/A mean?

      Trial or Active

      If the license status is Trial or Active, this means that the license is currently assigned and the user should have access. Please see one of the other solutions offered in this article if the user is still having trouble accessing Everyday Speech.

      N/A

      If the license status is N/A, this means that the user is not currently active. You will need to manually assign the license.

      If the user's status is listed as N/A, please see the steps below to learn how to assign a license to an existing user:

       

      1. Please click on the assign license button in green.

      2. If you have multiple purchased subscription plans, your desired plan can be selected from the License drop down menu. To finish assigning a license, please click on the Update button.

       

      Users may need to clear their browser history and cache

      If the user's email address is correct, and the license is assigned in the Admin Portal, the user may simply need to log out and clear their browser history and cache to see their account materials.

      Below are some instructions to send to your users to improve their account access:

      1. Log out of the Social-Emotional Learning Platform, or simply visit https://slp.everydayspeech.com/login.
      2. Clear your browser history and cache. Please refer to this article to know how to clear your browser: https://help.everydayspeech.com/knowledge/troubleshooting-content-access
      We also have a quick video tutorial here to explain the process!

      Still need help?

      If the above solutions did not work, our Support team is here to assist you!

      Please send an email to support@everydayspeech.com explaining the issue in detail.

      In order to expedite the troubleshooting process, please let us know the following:

      1.  What device you're using to access Everyday Speech (an iPad or a computer?).
      2. If you’re using a computer, which browser you are using (Chrome, Firefox, Safari, Edge, etc.)
      3. Please share more details of the error you're encountering. It would also help if you could send us a screenshot (https://www.take-a-screenshot.org).
      4. If you are connected to a school network.
       

      I am trying to add a user, but I am getting an error message.

      Error message: "The following accounts could not be created because the following emails are already in use"

       

      What does this mean?

      This error message means that the user you were trying to add to your district account already exists in our system.

      This means that the user has had an account with us previously, so a new account cannot be created under their email address.

       

      Solution

      First, you will want to check if the user exists under your district account. 

        • You can do so by scrolling through your list of users under the Email column to see if you can locate the user you are looking to add:

       

      Please note: if you are unable to find the user you are looking for, please reach out to us here, and we would be happy to assist you with assigning the license.

      If you do find the user you are looking for, the next step is to check the license Status. You can find this under the Status column in your Admin Portal view.

       

      The status may be Trial, Active, or N/A

       

      What does Trial, Active, or N/A mean?

      Trial or Active

      If the license status is Trial or Active, this means that the license is currently assigned and in-use. No further action would be required, as the user you were attempting to assign already has access!

      N/A

      If the license status is N/A, this means that the user is not currently active. You will need to assign the license.