Don't worry—this is a common issue with a simple fix. Follow these steps in order to get your pupil back on the road.
The Quick-Fix Checklist
Work through these steps systematically. Most login problems are solved by Step 1 or 2.
Step 1: Check the Phone Number Format (Most Common Fix)
The number in the pupil's profile must be entered exactly as 07XXXXXXXXX—11 digits with no spaces, no brackets, and no country code.
| ✅ Correct Format | ❌ Incorrect Format |
|---|---|
07123456789 | +447123456789 |
+44 7123 456789 | |
(07123) 456789 | |
07123 456789 |
What to do:
Go to the pupil's profile in your Web Admin or instructor app.
Check their phone number and correct it to
07XXXXXXXXXformat.Save the changes and ask the pupil to try logging in again.
Step 2: Check for Duplicate Accounts
A pupil cannot have more than one profile. They must exist in only one status list.
Check these lists for duplicate profiles:
✅ Active Pupils
⏳ Waiting List
❓ Enquiries List
? Inactive Pupils
What to do:
If you find the pupil in more than one list, keep only the Active profile and delete or remove the others.
Ensure only one profile exists with that phone number.
Step 3: Reset the Password
Sometimes a simple password is all that's needed.
What to do:
Go to the pupil's profile and select Reset Password.
Set a very simple password (e.g.,
appleor their first name).Tell the pupil the exact password—remember, it's case-sensitive.
Step 4: Test the Login Yourself
This is the quickest way to find out if the problem is on your side or the pupil's.
What to do:
Log out of your instructor app.
Select Pupil Login.
Enter:
Username:
07123456789(their number, no spaces)Password: the temporary password you just set.
Result:
✅ If you can log in → the issue is on the pupil's device or how they're entering the details. Move to Step 6.
❌ If you cannot log in → go to step 5
Step 5: If the Pupil Has a Duplicate Number (A Specific Workaround)
If you find the pupil appears twice in the system and deleting them isn't straightforward, or if they have been in the system before and have been deleted, use this temporary workaround.
What to do:
Temporarily add them with a different number—change just the last digit (e.g.,
07123456789becomes07123456788).After the account is created, edit the profile to the correct number.
Step 6: Check the Pupil's Device & App
If you can log in with their credentials, the problem is on their device.
Ask the pupil to check the following:
| Item | What to Check |
|---|---|
| App Version | They must have the latest Total Drive Pupil App installed from their app store. |
| Internet Connection | A stable Wi-Fi or mobile data connection is required. |
| Phone Restart | A simple restart can clear temporary glitches. |
| Operating System | The app requires iOS 13+ or Android 8+. |
| Reinstall App | As a last resort, delete the app and reinstall it from the app store. |
Still Stuck?
If you've followed all these steps and your pupil still can't log in, please contact our support team directly, and we'll investigate further.
? Call us: 0330 229 0990
? Email us: support@totaldrive.co.uk
Still Stuck?
If you've followed all these steps and your pupil still can't log in, please contact our support team directly, and we'll investigate further.
? Call us: 0330 229 0990
? Email us: [Support Email Address]
Step 6: Check the Pupil's Device & App
If you can log in with their credentials, the problem is on their device.
Ask the pupil to check the following:
| Item | What to Check |
|---|---|
| App Version | They must have the latest Total Drive Pupil App installed from their app store. |
| Internet Connection | A stable Wi-Fi or mobile data connection is required. |
| Phone Restart | A simple restart can clear temporary glitches. |
| Operating System | The app requires iOS 13+ or Android 8+. |
| Reinstall App | As a last resort, delete the app and reinstall it from the app store. |
Step 6: Check the Pupil's Device & App
If you can log in with their credentials, the problem is on their device.
Ask the pupil to check the following:
| Item | What to Check | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| App Version | They must have the latest Total Drive Pupil App installed from their app store. | ||||||||||||
| Internet Connection | A stable Wi-Fi or mobile data connection is required. | ||||||||||||
| Phone Restart | A simple restart can clear temporary glitches. | ||||||||||||
| Operating System | The app requires iOS 13+ or Android 8+. | ||||||||||||
| Reinstall App | As a last resort, delete the app and reinstall it from the app store.Step 6: Check the Pupil's Device & AppIf you can log in with their credentials, the problem is on their device. Ask the pupil to check the following:
|
Step 6: Check the Pupil's Device & App
If you can log in with their credentials, the problem is on their device.
Ask the pupil to check the following:
| Item | What to Check |
|---|---|
| App Version | They must have the latest Total Drive Pupil App installed from their app store. |
| Internet Connection | A stable Wi-Fi or mobile data connection is required. |
| Phone Restart | A simple restart can clear temporary glitches. |
| Operating System | The app requires iOS 13+ or Android 8+. |
| Reinstall App | As a last resort, delete the app and reinstall it from the app store. |
Still Stuck?
If you've followed all these steps and your pupil still can't log in, please contact our support team directly, and we'll investigate further.
? Call us: 0330 229 0990
? Email us: [Support Email Address]
Did this article help?
Let us know if this guide solved the problem.
? Yes
? No
Summary of Key Improvements
| Original Issue | Improvement Made |
|---|---|
| Title was passive ("My Pupil says...") | Changed to active, user-focused title |
| Steps were not clearly prioritised | Re-ordered with the most common fix first |
| Phone format section was dense | Used a clear visual table with ✅ and ❌ |
| "Multiple lists" section was unclear | Made the list of statuses more visual and explicit |
| No clear summary of device checks | Added a quick-reference table for the pupil |
| No final "still stuck" call-to-action | Added a clear escalation path with contact details |
| Technical language used without context | Simplified language and added clear instructions |
Would you like me to:
Create a printer-friendly, one-page PDF version of this guide?
Write a short text message you can forward directly to pupils to check their own device?
Add screenshots or visual cues to make it even easier to follow?
Step 6: Device & Software Issues
If credentials work for you but not the pupil:
Check Their Device:
? App Version: Ensure they have latest Total Drive Pupil App
? Phone Restart: Have them restart their device
? OS Compatibility: App requires iOS 13+ or Android 8+
? Internet Connection: Stable Wi-Fi or mobile data needed
? Reinstall App: As last resort, delete and reinstall app