Troubleshooting Password Issues & Login Error Messages
There are a few different reasons Hero users encounter login error messages. Here are basic troubleshooting steps to resolve password issues for school employees, students, and parents who experience error messages at login.
Reason #1 - Too Many Failed Attempts
When a user attempts too many failed login attempts with an incorrect user name or password. The standard error message "Could not login at this time" appears. This is a security precaution to reduce the likelihood of identity theft for Hero login accounts. The account will lock down for 20 minutes before the user may try again. If the user tries before the 20 minutes has expired, the 20 minute timer will start again at 0 and the user will have to wait another 20 minutes.
Solution: If you are certain you have the correct user name and password, wait 20 minutes and try again. Or, if you are a student or a school employee (staff, faculty, etc.) you may ask your school's Hero administrator to confirm your user name and reset your password from the Hero Setup Portal.
Reason #2 - Incorrect Login Credentials
When a user attempts to login with an incorrect user name or password, they will receive the error message "Could not login at this time"
Solution: If you are a student or a school employee (staff, faculty, etc.) you may ask your school's Hero administrator to confirm your account credentials (user name, student activation key, etc.) Your Hero administrator may also reset your password from the Hero Setup Portal.
Reason #3 - Incorrect Login Page
When a user attempts to login to the wrong Hero page, they will receive the error message "Your account may not have the appropriate licensing or you may not be assigned to any schools"
Solution: Log into the correct Hero portal.
Students - https://access.heropowered.com/student/login
School Employees - https://access.heropowered.com/school/login
Reason #4 - Password Reset Email Is Not Received
When registering for a Hero account, it is important to use a valid email address as the user name so that Hero may successfully send password recovery messages. Likewise, student email addresses must be allowed to receive messages from outside individuals in order for the password reset email to be delivered to student email accounts.
To receive a password recovery email and temporary password, users may click on the "forgot password" link at the login page. If the password email is not received within a few hours, please check your spam folder. If the user still doesn't receive the email, you have a few options:
Solution #1: School employees and students may ask the school's Hero administrator to reset their password.
Solution #2: Parents will have to wait to receive the email OR use a different email address to re-register to gain immediate access to their student's Hero information. Unfortunately there is no way for the school's Hero administrator to reset parent login credentials.
Reason #5 - The Email Address Is Already In Use
When parents and students try to register for a Hero account, they will receive this error message if someone else has already used the email address to create a Hero login account. Perhaps another parent or the student used the email address already or perhaps you registered in the past (at the current school or at a former Hero school where the student went in a previous school year).
Solution: To reset the user password, click on the "Forgot Password" link from the login page.