Why is my student missing from my school / not showing up on my dashboard?
If you have registered a student account but cannot see the student on your dashboard the most likely reason for this is that the student already had a Grok account, but it was not associated with your school.
For privacy and security reasons, since your school did not create these accounts, you will not be able to see them until the student agrees that they can be associated with your school. When these students next log in, they will be prompted to allow or deny your school access their account. Once they have approved this request, their account will appear on your dashboard.
If the student has accidentally selected to not be associated with the school, they can add the school to their account themselves via Account > Institutions.
What about read-only accounts?
If you and your students have read-only accounts, all account details, including school name, are being provided via SSO/SAML integration with your school or education jurisdiction. To troubleshoot in this case:
- Ask the student to try logging out and logging back in, as this will refresh their account details
- If the details are still incorrect, you will need to follow up with the relevant jurisdiction (e.g. your department of education) or school system administrator to check that the student's details are correct.
- If you are still unable to correct the information, please contact support@groklearning.com
Expired accounts
There is another possible reason students may not appear, which is that the student account has expired. You can read more about account expiry here.