We know speed bumps when logging in can be frustrating.
If you experience trouble accessing your account on the web or app due to a failure with the two-factor (2FA) verification code or your login credentials, you will see one of the error messages below. Follow the suggested steps to resolve.
Troubleshooting Username/Password Errors
Sign in failed - Warning
If you see an error message stating "Sign In Failed. You have entered the wrong password. You have X more attempts until your account is locked", the message is warning that further attempts with an incorrect password will result in the account being locked.
To resolve, make sure you are entering the correct password.
TIP: Avoid relying on saved passwords, which may be out of date.
Sign in failed - Account Locked
If you see an error message following the one above stating, "Sign in Failed. Too many incorrect attempts. To log in, you must reset your password by clicking Forgot password below", you will have to reset your password to gain access to your account.
Click Ok to close the popup
Click forgot password
Complete the process of updating your password
Once your password is reset, attempt signing in again
Please Note: When this error occurs, an automatic email will be sent to you with the subject of "brightwheel - Blocked Sign In Attempt" advising of the blocked attempt and providing guidance on resetting/changing your password.
Troubleshooting Verification Code Errors
Incorrect Code
If you see an error message stating, "The code you entered is incorrect. Please re-enter the code", follow the guidance below.
Click Ok to close the popup
Try entering the code sent to you one more time
Click Sign In
If are you still not successfully logged in, click Ok to close the popup again, go back to the sign-in page and input your credentials again to prompt a new code to be sent that you can input
Expired Code
If you see an error message stating, "The code you entered has expired. Verification codes are valid for 30 minutes. Please click or tap Resend Code to receive a new one and try again”, follow the guidance below.
These verification codes are set to expire after 30 minutes. This is for account security to avoid anyone but you using the code.
Click Ok to close the popup and be navigated back to the sign-in page
Click Sign In again
Note: Your credentials should be auto-filled, but if not, please enter them firstEnter the new code you receive to attempt logging in
Too Many Incorrect Attempts
If you see an error message stating, "The code has been entered incorrectly too many times. Please click or tap Resend Code to receive a new one and try again", follow the guidance below.
This can occur if an incorrect code is entered too many times in a small timeframe and is a precaution we will take to ensure no one is trying to enter your account besides you.
Click Ok to close the popup and be navigated back to the sign-in page
Click Sign In again
Note: Your credentials should be auto-filled, but if not, please enter them firstEnter the new code you receive to attempt logging in
Troubleshooting Inability to Login with Correct Credentials
If are a staff member seeing this error that shows a blank page with the brightwheel logo and the options to Logout or Try Again at the bottom - this is happening because your staff account has been created but not assigned to any rooms at the program. This scenario is the only time this error will occur.
Contact a program admin and ask that they assign you applicable rooms (at least one room) to permit you to log in to your account. |  |
If you have tried all available options to get logged in but are still having trouble, please Contact Support for assistance.