When it comes to issues with signing in, you may see one of the following things:

  • An error stating “We do not have a record for this school email.”
  • An error stating “We do have a record for this username.”
  • An error stating “Sorry, this is the incorrect password.”
  • A spinning loading circle that never loads or sends the user back to a blank sign in page.


When you encounter sign in issues, first make absolutely certain you are signing into the correct type of account.

Teachers, school administrators, and district administrators will need the email address and password used to set up their accounts. Homeschool parents will sign in as teachers.

Parents and students will need their school code, username, and password provided to them by a teacher.

 “We do not have a record for this school email”

  1. Confirm that you are using the email address which was used to register your account.
  2. Confirm that the email address is typed correctly.
  3. Clear your browser's cache. You can find instructions on how to do that here.


If none of those steps work, then please reach out to MobyMax support either by phone or email for further assistance.

 “We do have a record for this username”

  1. Confirm you have entered the correct school code. Many schools in MobyMax’s database have similar names. Selecting the incorrect school or using an incorrect school code is the most common cause for this error.
  2. Confirm that the username is typed correctly.
  3. Clear your browser's cache. You can find instructions on how to do that here.


If none of those steps work, then please reach out to MobyMax support either by phone or email for further assistance.

“Sorry, this is the incorrect password”

A. Teachers, School Administrators, and District Administrators

  1. Confirm that you are typing your password correctly.
  2. If you do not remember your password or if your password is not being accepted, try the   “reset password” link.
  3. If you do not receive the password reset email, or if the password reset email does not work for you, then please reach out to MobyMax support either by phone or email for further assistance.


B. Parents and Students

  1. Make certain that you are typing the password correctly.
  2. If you do not remember your password, try reaching out to either your student's teacher, who would have access to that information. Or, reach out to MobyMax support either by phone or email for further assistance.


Spinning circle/account does not load

  1. Clear your browser's cache. Clearing a browser cache almost always resolves this issue.
  2. Try using another internet browser.


If you are using an iPad or other iOS device, you can also try these extra steps.

If your iPad runs iOS6 or older:

  1. Go to the iPad settings by tapping the Settings icon.
  2. Scroll down the left-side window and tap “Safari.”
  3. Turn off private browsing by moving the tab to “Off.”


If your iPad runs iOS 7 or newer, follow these steps or click the link for steps with pictures: http://ipadnerds.com/private-browsing-ios-7/

  1. Open the Safari browser.
  2. Tap the web address at the top of the screen.
  3. Once the on-screen keyboard appears, locate the "Private" button. It's on the top-left corner of the keyboard, just above the "Q".
  4. Tap the “Private” button
  5. Choose “Close All Tabs.”