General
I cannot access my Two-Factor Authentication code
I cannot access my Two-Factor Authentication code
After receiving a new device, you'll need to remove your current two-factor authentication (2FA) to re-establish it as the existing 2FA cannot be transferred to a new account. Please contact your super admin for assistance with this process. If you're a super admin yourself, our Support Team is ready to help you remove 2FA from your account.
I am trying to add a new user, but I get a message saying the email is already in use
I am trying to add a new user, but I get a message saying the email is already in use
If you receive a message that an email is already in use, follow these steps:
1. Check Active Users First
Go to Site Management from your dashboard
Select User Management
Search for the email address in question
If found, the user already has an active account
2. If Not Found, Check Disabled Users
While in User Management, click the Filter button
Select Disabled Users from the dropdown
Enter the email in the search field
3. Re-enable the User (if found disabled)
Locate the user in your filtered results
Click the action menu (:) beside their name
Select Enable User
This will restore the user's access without creating a duplicate account.
My user is not receiving the password reset link to reset their password
My user is not receiving the password reset link to reset their password
If your accounts don't use Google SSO or Azure AD (Office 365), simply contact our Support Team with the relevant email address, and we'll assist with troubleshooting the email delivery with our system.
For accounts integrated with LDAP (Active Directory), Google SSO or Azure AD (Office 365), never request a password reset through the Edlio admin site, as this will damage the LDAP/SSO/Azure connection. If a user has already initiated a password reset for an LDAP/SSO/Azure-enabled account, please contact our Support Team with the affected email address for assistance with repairing the compromised integration.
As the district-level administrator using the Username: Admin, why am I unable to access other admin sites through the Multisite Management feature?
As the district-level administrator using the Username: Admin, why am I unable to access other admin sites through the Multisite Management feature?
The default super admin account (Username: Admin) lacks Multisite Management capabilities. To enable administration across multiple sites, contact our Support Team to activate the Multiple Super Admin feature. This enhancement allows additional accounts to receive super admin privileges, giving them full access to the Multisite Management Feature across all admin sites on your account.
Manage User Access
How can I move a user account within one school admin site to another?
How can I move a user account within one school admin site to another?
Creating an account in a new admin site is most efficiently done through the Multisite Management Feature available in the district admin site. This requires the user to have an existing account within the district admin site.
If you wish to restrict a user's district-level access while still granting them permissions at specific schools, simply assign them "Minimal Access" at the district level and configure appropriate permissions at the individual school level.
How can I give a standard user access to a specific page?
How can I give a standard user access to a specific page?
Currently, our system allows for granular permission control at the section level rather than entire pages. To grant users access to specific page sections:
Go to User Management
Find your team member's name in the list
Click the three dots (⋮) beside their name
Choose Edit Profile from the menu that appears
Look for the Categories & Sections option and click it
Find the specific content section you want them to edit
Check the box labeled Edit Access next to that section
Click the blue Save button at the bottom
How can I elevate a user to be a web admin?
How can I elevate a user to be a web admin?
If you need to create website administrators or elevate user access, your super administrator can perform these actions.
Can I restrict a user's access in the admin site?
Can I restrict a user's access in the admin site?
To grant a user basic login privileges to the admin site with minimal permissions, assign them the Standard User role. For more granular control, you can enhance their access to specific features by modifying their profile settings under the "Additional Access" section
Why can't I edit a user account?
Why can't I edit a user account?
This restriction occurs if the account in question has website administrator privileges. In our user management platform, only super administrators have the authority to modify or edit website administrator accounts. Website administrators cannot edit other website administrators' accounts and are limited to managing standard user accounts only. If you need to edit a website administrator account, please contact your super administrator for assistance.