Sooner or later a student will tell you they can't remember their password, their username, or which email they used. This article is honest about what you can do from the Teacher Portal today, what students can do for themselves, and when you'll need to contact us. The short version: the Teacher Portal can't show or reset a student's password, look up a username, or change an email address. Students who signed up with their own email can reset their password themselves, and we can help with everything else.
Students can't message us directly, so if a student needs our help, you contact us on their behalf.
At a glance
Forgotten password, student signed up with their own email: the student resets it with Forgot password? on the login page.
Forgotten password, account you created: check the spreadsheet you downloaded when you made the accounts. If you don't have it, contact us.
Forgotten username: students with their own email can log in with the email instead. For accounts you created, check your spreadsheet or the student's name on your roster.
Change a username or name: the student does it in their profile.
Change an email address: contact us.
A student who signed up with their own email forgot their password
This is the one case students can fix on their own, any time, without you:
On the login page, the student clicks Forgot password? next to the Password label. (They can also go straight to https://app.intertwinedfinance.com/forgot-password.)
They type the email address they signed up with and click Reset password. The page says Check your email.
They open the email from Intertwined and click RESET PASSWORD. The link works for 24 hours.
On the page that opens, they enter their email and a new password twice. Passwords need at least 8 characters, including an uppercase letter, a lowercase letter, a number and a symbol.
They log in with the new password.
The page only accepts an email address, not a username. If the page shows an error instead of Check your email, have the student check that they typed the address they signed up with.
If the email doesn't arrive within a few minutes:
Have the student check their spam or junk folder.
School email systems sometimes hold messages from outside senders. Your school's IT team can check whether messages from Intertwined are being held.
Request another email from the same page.
Students have their own walkthrough in Forgot your password?
A student with an account you created forgot their password
Accounts you create on the Create Student Accounts page don't have a real email address, so the Forgot password? email can't reach them. The Teacher Portal doesn't have a password reset for students, and passwords can't be looked up, by you or by us.
Open the spreadsheet you downloaded when you created the accounts (it's named something like Intertwined_Apple_Accounts.xlsx) and find the student's row.
If you don't have the spreadsheet, contact us from the chat bubble in the Teacher Portal. Tell us the student's username (or their name as it appears on your roster) and the class name, and we'll help get them back in.
If the student needs to work today and hasn't done much yet, you can create a new individual account for them (see Creating student accounts for your class). Be aware that any work on the old account stays there and won't move to the new one. Once they're working on the new account, remove the old one from your class.
A student forgot their username
Signed up with their own email: they can type their email address in the Email or username box on the login page instead of a username.
Account you created: check your spreadsheet. You can also look at your roster: accounts you create are named after their username (for example "Apple01 Student"), so the first name on your roster is their username until the student changes it.
Still stuck: contact us with the student's name and class, and we'll look up the username for you.
A student wants to change their username or name
Students can change their own username, first name and last name while signed in. You can't change these from the Teacher Portal.
The student clicks their name at the bottom of the sidebar to open My profile.
They click Edit profile.
They change Username, First name or Last name.
They click Save changes and see "Profile updated successfully."
Usernames are unique across Intertwined. If someone already has the one they want, they'll see a message that the username is already taken. After changing a username, students log in with the new one, so ask them to tell you if you keep a list.
A student needs to change their email address
The email address can't be edited in the portal. On the student's profile it appears grayed out, marked "(contact support to change)". Contact us with the student's username or current email and the new address, and we'll update it.
The same goes for a student with an account you created who now has a school email and would like to reset their own password in the future. Contact us and we can add their email to the account, so their work stays where it is.
Check these first
Many "I forgot my password" moments are really typing problems. Before resetting anything, check:
A space after the username or email. A stray space at the end makes a correct password fail. Have the student retype it.
Caps Lock. Passwords are case sensitive.
The right account. A student with two accounts may be using the wrong one. See Removing students and students in more than one class.
The full list of login fixes is in A student can't log in.
Common questions
Can I reset a student's password myself?
Not from the Teacher Portal today. Students with their own email reset it themselves; for accounts you created, use your saved spreadsheet or contact us.
Why can't I see my students' passwords?
Passwords are stored so that nobody can read them, including us. That's why the account list is shown only once, right after you create the accounts.
The reset link says it's invalid or has expired. What now?
Reset links work for 24 hours, and a link stops working once it has been used. Have the student request a new email from Forgot password? and use the link in that one.
Can a student change their password while they're signed in?
On their profile, Reset password takes them to the same Forgot password? page, so it works for students with their own email. Students with an account you created should keep the password from your list.