Troubleshooting Pupil App Login Issues

Quick Diagnosis Checklist

When a pupil cannot log into the mobile app, systematically check these common issues in order.

Step 1: Verify Phone Number Format

The most common login issue is incorrect phone number formatting in their profile.

Do ✅Don't ❌
07123456789+447123456789

+44 7123 456789
(no spaces or country code)(includes spaces or +44)


Action Required:

  1. Go to the pupil’s profile in your Web Admin or app

  2. Ensure their number is entered as 07XXXXXXXXX (11 digits, no spaces, no +44)

  3. Save changes and inform the pupil

Step 2: Check for Duplicate Accounts

A pupil cannot exist in multiple status lists simultaneously.

Search These Lists:

  • ✅ Active Pupils

  • ? Inactive Pupils

  • ⏳ Waiting List

  • ❓ Enquiries List

If Found in Multiple Lists:

  1. Remove/delete from all but the Active list

  2. Ensure only one profile exists with their phone number

Step 3: Reset Password

Simple passwords often resolve authentication issues.

Recommended Reset Method:

  1. Go to pupil’s profile → reset password

  2. Set temporary password: something simple like apple or their first name

  3. Instruct pupil to use this exact password (case-sensitive)

Step 4: Test Login Yourself

Verify credentials work by testing with the pupil's account.

Test Procedure:

  1. Log out of your instructor app

  2. Select "Pupil Login"

  3. Enter:

    • Username: 0712345**** (their number, no spaces)

    • Password: The temporary password you set

  4. If successful → issue is with pupil's device/entry

  5. If unsuccessful → revisit Steps 1-3

Step 5: Handle Duplicate Numbers

When a pupil appears twice in the system delete, however

Workaround Solution:

  1. Temporarily add them with an altered number:

    • Original: 07123456789 (their number with one digit different)

    • Temporary: 07123456788 (change last digit)

  2. Edit profile to correct number after creation

  3. Delete any duplicate inactive profiles

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