Administration
Recover access to an account
A diagnostic path for forgotten passwords, missing reset email, locked-out instructors, and orphaned units.
Guide at a glance
How to use this guide
Start with
Collect the school, unit, responsible account, exact status, and any visible error or billing detail before acting.
By the end
The operational issue is resolved without creating duplicate identities, losing history, or weakening account ownership.
Identify the account first
Confirm whether the stuck account belongs to a Cadet or instructor and write down the exact email address shown on the sign-in screen. A small spelling difference can send the reset to a different or nonexistent inbox.
Never create a replacement account just to get around a lockout. That can leave the original roster link and history attached to the wrong identity.
Forgotten password
- 1Use the password-reset option on the sign-in screen.
- 2Enter the exact email address used for the account.
- 3Check inbox, spam, quarantine, and school email filtering.
- 4Wait for the newest message and use only its current link.
- 5If nothing arrives, ask the school mail administrator whether automated messages are blocked.
A Cadet still cannot sign in
- Confirm the registration was approved.
- Confirm the account is linked to the correct roster record.
- Confirm the account has not been deactivated.
- Check whether they registered with another address.
- Ask them to retry in a normal browser window on a non-managed device if school browser policies clear storage.
An instructor is locked out
Another active instructor may be able to verify the account and unit context, but cannot read or recover the password. Use the normal reset path first.
If the only instructor has left the school, support must verify control of the unit before restoring access. Write from a school or district address and include the school, unit, your role, and the former instructor’s address if known.
Email support@allcadets.com. Never send a password, recovery code, or more Cadet information than is needed.
Practical playbook
Checks, outcomes, and troubleshooting
Use this section when you are carrying out the task now, or when the ordinary path did not produce the expected result.
Before you act
- Confirm the exact account email and whether the person is a Cadet or instructor.
- Keep access to the school mailbox and ask the mail administrator about quarantine or blocked automated messages.
- Do not create a replacement account or share credentials while investigating.
Success looks like
- The original account is recovered and remains linked to its existing unit and Cadet record.
- The person can sign in from a normal browser session and sees the expected role-specific dashboard.
- The recovery email is controlled by the correct person and no temporary password was shared.
| What you see | Likely cause | What to do next |
|---|---|---|
| No reset email arrives | The address differs, school filtering blocked it, or an older message is being checked. | Verify the exact address, check quarantine, and use only the newest reset message. |
| Reset works but the account has no unit | A different account was recovered or the registration was never linked. | Compare the signed-in email with the approved account and roster link. |
| The only instructor has left | No active account remains that can establish unit control. | Contact support from a current school or district address for ownership verification. |
When to contact support. State the school, unit, role, exact account email, last successful sign-in if known, and every recovery step tried. Never send a password or code.
Key terms in this guide
- Cadet record
- The unit’s authoritative operational record for one Cadet; it is separate from the account used to sign in.
- Registration
- The request to create or connect a sign-in identity. It is not itself an active roster record.
- Change history
- The attributable sequence of previous values, new values, actors, and times behind official changes.