Unable to Access Account

Q: When I try to Sign In, I am getting the message “Incorrect Sign In: The email or password that you have entered is not valid”, why?
A: This message is displayed when:
  1. the Email you typed does not match your account, or;
  2. you haven’t yet Signed Up for an account with the Email you typed, or;
  3. the password you typed does not match the password for your account, or;
  4. your account is locked.
Try the following:
  • be sure that the Caps Lock key is not on
  • be sure your Email is typed correctly
  • be sure you are entering your password exactly the same as the last time it was set
  • use the Reset Password feature

Create Account

Q: How do I create an account?
A: From the Sign In page, there are two options. The first option is to make use of an existing account and password by clicking the Google or Microsoft button at the top of the sign in page. The second option is to enter your email and select the option that reads "I'm new, sign me up" and then click the "Sign Up" button.

Sign In Email Address

Q: How do I change the Email address associated with my account?
A: When you are logged into your account, click on the “Edit” link to the right of the "Sign In Email Address" field
Q: How do I swap my sign in Email address and my Alternate Email Address?
A: When you are logged into your account, click on the "Make this my sign in email" link to the right of the “Alternate Email Address” field

Change / Reset Password

Q: How do I change my password?
A: When you are logged into your account, click on the "Change my password" link to the right of the "Password" field
Q: Any other password reset options if I forget it?
A: You are able to send a password reset link to an alternate Email address if you had previously added an alternate Email address.

Screen Name

Q: How do I change my Screen Name?
A: When you are logged into your account, click on the “Edit” link to the right of the "Screen Name" field

Alternate Email Address

Q: How do I add an Alternate Email Address?
A: When you are logged into your account, click on the "Add an alternate email address" link to the right of the “Alternate Email Address” field
Q: How do I change my Alternate Email Address?
A: When you are logged into your account, click on the "Edit" link to the right of the “Alternate Email Address” field
Q: How do I delete my Alternate Email Address?
A: When you are logged into your account, click on the "Delete" link to the right of the “Alternate Email Address” field
Q: Can I sign in with my Alternate Email Address?
A: No, you cannot use your Alternate Email Address to sign in. If you wish to change the Email address used for sign in, you can swap your sign in and alternate Email addresses.

Locked Account

Q: How does my account become locked?
A: If you enter an incorrect password 5 times in a 30-minute window; the account is locked.
Q: When my account is locked, can I sign in?
A: No, once an account is locked, you cannot sign in until it is unlocked.
Q: When my account is locked, is there a message displayed indicating that it is locked?
A: No, there is no message indicating your account has been locked. The following message will be displayed: “The email or password you entered is invalid.” This is a preventative measure so that no one else can type in your Email address and discover that you have an account.
Q: How does my account become unlocked?
A: There are two ways that your account can become unlocked. First, your account will become unlocked automatically after 15 minutes of inactivity on the account. Secondly, you can use the “Reset Password” feature to immediately unlock your account.
Q: How can I use the “Reset Password” feature to immediately unlock my account?
A: Go back to the Sign In page and click on the “Forgot your Password? Click here.” link. You will receive an Email with instructions and a link to reset your password.

Technical

Q: What operating systems and browsers does this website support?
A: The Education Account website supports the same browsers as those listed on the Alberta Education website's Minimum Browser Versions section.

Help Desk Contact Information

If problems persist, please contact:

Alberta Education Client Services Help Desk
(8:15 AM to 4:30 PM)


Phone: 780-427-5318 (for toll free access outside of the Edmonton area use 310-0000)
E-mail: cshelpdesk@gov.ab.ca