11.1 Student Can't Log In | Intertwined Finance Help Center

The most common support request from teachers is "my student can't log in." Here's how to diagnose and resolve it quickly.

Step 1: Find Out How They Were Enrolled

Before troubleshooting, determine how the student got into your class:

Class code self-registration — Student created their own account with your class code
Generated credentials — You bulk-created an account for them via Create Credentials

The fix depends on the enrollment method.

For self-registered students:

Confirm the student is going to the right URL: intertwinedfinance.com, then clicking Login (not Register).
Have them double-check their username — students often forget whether they used an email address or a custom username.
Have them try Forgot Password? on the login page. A reset email will go to the address they registered with.
If the reset email doesn't arrive, check spam, and verify the email address is correct.

For students with generated credentials:

Pull up the credentials list you exported when you created the accounts.
Verify the student is typing the username exactly as generated (e.g., "Apple01" with capital A, no spaces).
Verify the password exactly (passwords are case-sensitive and may include special characters like "Tape-139" or "Time_852").
If they've truly forgotten and you can't find the original list, you can regenerate credentials for that specific student. Contact support if you need help with this.

If the system says the account doesn't exist:

Have the student check their email for any past Intertwined messages — registration confirmations would have come to the email they used.

If a student logs in successfully but doesn't see your classroom:

Have them check the class code they used.
If they used the wrong code, they need to be removed from the wrong class and added to yours.
Share your correct class code with them.
They can join your classroom from their student dashboard.

Some school IT environments block certain features. If the student can log in on a personal device but not on a school-issued one:

Check whether the school firewall blocks intertwinedfinance.com or app.intertwinedfinance.com
Try a different browser (Chrome usually works best)
Clear browser cache and cookies for the Intertwined domain
Contact your school's IT department to whitelist Intertwined

Sometimes a student forgets they had an account and creates a new one. This causes two issues:

To fix:

Identify which account is the "real" one (the one with most progress, or the one used in your classroom)
Have the student log into that account going forward
Contact support to merge the accounts if needed — we can consolidate progress

A few practices reduce login problems:

First-day login practice — Have every student log in successfully on day one. Don't wait until the first assignment is due.
Credentials in a known location — Tape generated credentials to the inside of student folders, or save them in your LMS for self-service retrieval.
Consistent username format — Use the same Default Username across years so students remember the pattern.
Encourage password managers — For students with their own devices, password managers prevent forgotten passwords.

Contact Intertwined support if:

A student's account appears completely inaccessible despite correct credentials
You suspect an account merge or deletion is needed
Multiple students are simultaneously experiencing login issues (suggests a platform-level problem)
A student's progress data appears to be missing

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