If you're experiencing issues signing in, you're not alone—and we're here to help! Below are the most common sign-in error messages and the steps you can take to resolve them quickly.
Common Error Messages & Troubleshooting Steps
1. “We could not find an account associated with this email address.”
This typically appears for teachers or administrators.
Double-check that you're using the correct email address—the one used to register your MobyMax account.
Make sure you've selected “As a Teacher” or “As a School Administrator” on the sign-in screen.
Verify that your email is spelled correctly.
Try clearing your browser’s cache and cookies, then sign in again.
2. “Sorry, we do not have a record for this username in your school.”
This message usually affects student sign-ins.
Confirm that the correct school code is being used. An incorrect school code is the most common cause of this error.
Double-check the student's username for typos or extra spaces.
Clear the browser's cache and refresh the page before trying again.
3. “Sorry, this is the incorrect password.”
Ensure the password is typed correctly and that Caps Lock isn’t enabled.
Teachers and admins can reset their own passwords.
Teachers can update student passwords directly from their rosters if students are having trouble.
4. Spinning Loading Circle (SWOD) or Blank Page
If you're stuck with a spinning circle or a sign-in page that won't load:
Try switching to a different browser (e.g., Chrome, Firefox, Safari, Edge).
Check your internet connection to ensure it’s stable.
Still Having Trouble?
If none of these steps resolve the issue, don’t worry—our support team is here to help.
When contacting support, please include:
Your role (teacher, admin, or student)
The email address or username you're trying to sign in with
A screenshot or description of the issue you’re experiencing