If you have a Pupil who is having trouble logging into the app, please follow the guide below:
- Stop sending them app invites from the app or web admin.
- You will need to go to https://www.web.totaldrive.app/ and login.
Search their number in Inactive, waiting and enquiries list (as you cant have the same number in the system twice)
If their number does not appear in any other pupil list go to "Active" pupil list and click on their name.
Click the profile tab and then the pencil icon to edit the Personal details section.
Check the mobile number for spaces before, within and at end. If this doesn't resolve the issue, reset their password.
On the right hand side of the screen under "Choose action" select "Reset Password".
Type in their new password and save, make sure to make a record as you will need to provide the pupil this via SMS.
Log out of the app as an instructor and log in as a pupil using their details (which you now know from resetting the password in the previous step)
If you can log in, they can log in so send them the new password on its own using WhatsApp, email, SMS/text, by calling them or face to face when you next see them for a lesson.
After following the steps above if you can't log in send us a support ticket with the password you set to support@totaldrive.co.uk asking for assistance.