User Doesn't Exist

• the user details were entered incorrectly
  
• the user has been archived
  
• you are trying to access an incorrect account: this can happen where the unique URL/web address has been entered into the search bar instead of the address bar at the very top of the browser page. This will bring up the most often accessed school which may not be your own. Always check that the login page shows the correct school details after 'Welcome' 
  
• Rarely, it can occur if the whole domain onwordshark.com has not been whitelisted for all users.
  
• Rarely, it can occur due to corrupted data. It is worth clearing cache and history to ensure that the device is not loading corrupted data and remove any saved passwords for the program. Also clearing the bookmarks/shortcut icons for Wordshark On Line and recreating will make sure the machine is loading fresh pages.
  

NB: If you are unsure of the school's URL you can check it at: https://onwordshark.com/findmyschool

Password/Passcode Incorrect

• the browser has been set to save passwords and it has saved an earlier one that is no longer valid
• mistyping the password at set up

• Check the settings for the browser and delete any passwords created for Wordshark 
  
• Clear the cache https://wolhelp.wordshark.co.uk/portal/en/kb/articles/clearing-cache
• Reset the password by choosing the 'password' at the login page for 'Forgotten your username or password?'