If a pupil is having trouble logging into the Total Drive app, work through this guide in order. Most issues are resolved by Step 1 or 2.

Step 1: Check for Duplicate Phone Numbers

Why this matters: The system does not allow the same phone number to be registered on multiple accounts. A duplicate will prevent login.

What to do:

  1. Tap the person icon at the bottom of your screen to open the Pupil section.

  2. Use the search bar at the top to search for the pupil's phone number.

  3. If the same number appears on more than one pupil record, you'll need to delete the duplicate entry. Keep only the active profile.



Step 2: Verify Their Phone Number

If no duplicates exist and the pupil is in your Active list, check their number carefully.

What to do:

  1. Tap on the pupil's name.

  2. Swipe across the top tabs and select the Profile tab.

  3. Tap Edit Profile (in the centre of the screen).

  4. Check their mobile number carefully:

    • Remove any spaces at the beginning, middle, or end.

    • Make sure the number is accurate with no typos.

  5. Tap the tick icon at the top to save any changes.

Step 3: Reset Their Password

What to do:

  1. Still in the pupil's profile screen, tap Set Password.

  2. Enter a temporary password of your choice (e.g., something simple like apple or their first name).

  3. Write this down so you can give it to the pupil.

  4. Tap Submit to save the new password.

Step 4: Test the Login Yourself

This is the quickest way to confirm if the issue is on your side or the pupil's.

What to do:

  1. Log out of your Instructor App.

  2. On the login screen, enter:

    • Your PIN

    • The pupil's phone number (as their username)

    • The temporary password you just set

  3. If you're able to log in successfully, it confirms everything is working on your end. Move to Step 5.


Step 5: Share the Login Details with Your Pupil

Send the following to your pupil using their preferred method (text, WhatsApp, or email):

  • ✅ Your PIN

  • ✅ Their phone number (used as username)

  • ✅ The temporary password you set

Tip: Remind them to enter their phone number without spaces or the country code (e.g., 07123456789, not +447123456789).

Still Having Trouble?

If your pupil still can't log in after these steps, please email our support team with the following details:

  • Your PIN

  • The pupil's name

  • Their phone number

  • A description of what they're experiencing

? Email: support@totaldrive.co.uk

We'll help resolve the issue as quickly as possible.