If a pupil is having trouble logging into the Total Drive app, follow this step-by-step guide to troubleshoot and resolve the issue.
Step 1: Check for Duplicate Phone Numbers
Tap the person icon at the bottom of the screen to open the Pupil section.
Use the search bar at the top to search for the pupil’s phone number.
If the same number appears on more than one pupil record, you’ll need to delete the duplicate entry.
Note: The system does not allow the same phone number to be registered on multiple accounts.
Step 2: Verify Their Phone Number
If no duplicates exist and the pupil is in your Active list, tap on their name.
Swipe across the top tabs and select the “Profile” tab.
Tap “Edit Profile” (in the centre of the screen).
Check their mobile number carefully:
Remove any spaces at the beginning, middle, or end.
Make sure the number is accurate and includes no typos.
Tap the tick icon at the top to save any changes.
Step 3: Reset Their Password
Still in the pupil’s profile screen, tap “Set Password.”
Enter a temporary password of your choice.
Note: Make sure to write this down so you can give it to the pupil.Tap “Submit” to save the new password.
Step 4: Test the Login
Log out of your Instructor App.
On the login screen, enter the following:
Your PIN
The pupil’s phone number (as their username)
The temporary password you just set
If you’re able to log in successfully, it confirms that everything is working on your end.
Step 5: Share the Login Details with Your Pupil
Send the following to your pupil using a method that works best for them:
The PIN
Their phone number (used as username)
The temporary password you set
Note: You can send this via text, WhatsApp, or email directly to the student
Still Having Trouble?
If your pupil still can’t log in after these steps, please email us at: support@totaldrive.co.uk
Include:
- Your PIN
- The pupil’s name
- Their phone number
- A description of what they’re experiencing
We’ll help resolve the issue as quickly as possible.