Sometimes learners create a new account instead of logging into the account they have previously created. This is because they either forget their log in credentials or they made a spelling mistake with the email address or in their name details.

A user can update their personal details if they are able to log in. If they have forgotten their password only but remember which email address or mobile number they used, they can reset their password. If a learner has forgotten their password as well as what details they used to create the account, a teacher can reset a learner's password.

Managing Duplicate Accounts

As a teacher, you may see one learner listed twice in your class list or a learner says they have completed an assignment but you cannot see their results in your class report. If this happens, it generally means that a learner has two accounts linked to your class.

The first step to resolving this is to find out which account the learner is actually using. You can do this by asking them to log into the account and telling you the Siyavula ID for their account.

Once you have the Siyavula ID, you can look at your class list, find the learners two accounts and unlink the one which the learner is not using.

You can also transfer learners from one class to another if they leave.

Once a learner knows their Siyavula ID, they can log in with it as well so they don't need to remember which email address they used.

Print out our Mastery Tracker sheet for each of your learners and let them wrote down their Siyavula ID and stick into their maths calculations book for easy access.

Updated on: 15/03/2023