If you or your students can’t log into the MasteryPrep platform, the steps to resolve it depend on how your account is set up. This guide covers both manual login and Single Sign-On (SSO) users.
Here is a tutorial for your reference/guidance: I need to reset a student’s password.
What You’ll See When Login Fails
- Error Messages – Manual login users may see messages about incorrect email or password.
- Redirects or App Errors – SSO users may encounter login loops or failure messages.
- Unrecognized Credentials – This may indicate a mismatch between your login method and account setup.
How to Use the Troubleshooting Steps
Manual Login Users (app.masteryprep.com)
If you're entering an email and password directly at app.masteryprep.com:
- Check your email: Ensure the address is correct.
-
Forgot your password?
- Students: Contact your educator to request a password reset.
- Educators or Admins: Contact the MasteryPrep Customer Care team for assistance.
Single Sign-On (SSO) Users
If you log in through a service like Clever or ClassLink:
- Your credentials are managed by your district or school IT department.
- MasteryPrep does not control or reset SSO logins.
- Action: Contact your IT team for login support or to update account permissions.
Not Sure Which Login Method You Use?
- SSO: You log in through a district-branded page or educational app.
- Manual Login: You enter an email and password at app.masteryprep.com.
Ask your educator or IT team if you're unsure—they can confirm your login method and help you get access.
Summary
Login issues are most often caused by credential errors or account setup mismatches. Identify whether you're using manual login or SSO to determine the best solution path. Manual login issues can be resolved with help from educators or the Customer Care team. SSO issues should be directed to your IT department.
Related Articles
Need Help?
Email: support@masteryprep.zendesk.com
Live Chat: Available directly on the MasteryPrep platform