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Troubleshooting Guides
7 articles"Invalid Password" or "Incorrect Credentials" Error
Most common — Resolved in 2 minutesIf you see an "Invalid Password" or "Incorrect Credentials" error when trying to log in, follow these steps:
Verify you're using the correct email address associated with your BrightMinds account. Check both personal and school email accounts.
Click "Forgot Password?" on the login page and follow the instructions sent to your email.
If you don't receive the reset email within 2 minutes, check your spam/junk folder. You can also add no-reply@brightminds.com to your safe senders list.
If you created your account on mobile, ensure you're not accidentally using the mobile app credentials vs. web credentials — they should be the same, but sometimes cache can cause conflicts.
Account Temporarily Locked
After multiple failed login attemptsFor security reasons, your BrightMinds account is automatically locked after 5 consecutive failed login attempts. Here's how to regain access:
The lock expires after 30 minutes. Try logging in again after this period with the correct credentials.
You can still click "Forgot Password?" — the reset will immediately unlock your account and let you set a new password.
If you need immediate access (e.g., you have a tutoring session starting), contact our support team and we'll unlock your account within minutes.
Two-Factor Authentication (2FA) Issues
Can't receive or input the verification codeIf you're having trouble with the two-factor authentication step, here are solutions for common scenarios:
I don't receive the SMS code
Make sure you have adequate cellular signal. SMS codes may be delayed in areas with poor reception.
Go to Account Settings → Security and confirm the phone number on file is correct. If you recently changed numbers, update it here.
Click "Resend Code" on the 2FA screen. You can request up to 3 codes per hour.
I lost my authenticator app device
When you first set up 2FA, we provided 10 backup codes. Enter one of these as a 2FA alternative. They are single-use only.
If all backup codes are used, contact support with your account email. We'll verify your identity and re-enroll you in 2FA.
Login Page Not Loading or Acting Weird
Blank page, infinite loading, or browser errorsIf the login page won't load properly or shows errors, try these browser-related fixes:
Old or corrupted cookies can cause login issues. Go to your browser settings and clear all cookies for brightminds.com.
We recommend Chrome, Firefox, Safari, or Edge (latest versions). If one browser doesn't work, try another to isolate the issue.
Ad blockers, privacy extensions, or password managers can interfere with our login process. Try disabling them temporarily.
Open an incognito or private window and navigate to app.brightminds.com. If it works here, a browser extension or cache is likely the culprit.
A slow or unstable connection can cause the login page to fail loading. Try reloading the page or switching to a different network.
Single Sign-On (SSO) / School Login Issues
For students and schools using SSO integrationIf your school uses Single Sign-On (SSO) to access BrightMinds, follow these steps to troubleshoot SSO login problems:
On the login page, click the "Sign in with School" button (not the regular email/password form). This redirects you to your school's identity provider.
A directory will appear. Search for or scroll to find your school. If your school isn't listed, contact your IT administrator to confirm the SSO integration.
Enter the same username/password you use for other school systems (Google Workspace, Microsoft 365, etc.). This is NOT your BrightMinds-specific password.
If SSO still fails after these steps, the issue may be on your school's end. Your IT department can check SAML configuration, certificate expiration, or directory sync status.
Parent Account Login Issues
Can't access the parent dashboard or view progress reportsParents who can't log into the BrightMinds Parent Dashboard should check the following:
Parent accounts must be linked to a student account by either the student, tutor, or admin. If you haven't received a linking invitation, contact your child's tutor or our support team.
Go directly to parents.brightminds.com and log in with the email address you used when registering as a parent/guardian.
When a parent account is first created, an email invitation is sent. Search your inbox for "BrightMinds Parent Access" and follow the setup link to set your password.
Mobile App Login Problems
Issues logging in on the BrightMinds mobile appIf you're unable to log in on the BrightMinds mobile app (iOS or Android):
Make sure you have the latest version from the App Store or Google Play Store. Older versions may have authentication issues with our updated security systems.
Close the app completely (swipe it away) and reopen it. This clears any temporary session data that may be causing conflicts.
Uninstall the app, restart your device, then download and install the latest version from the official store. Your account data is stored on our servers and won't be lost.
Incorrect system time on your device can cause authentication token failures. Ensure your device's date and time are set to automatic.
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