Overview

Are you unable to log in to the extension? Are you being directed to the payment page or do you receive an error message? If so, this is the page for you! See the different situations below and try the troubleshooting steps that best fit your experience.

Redirected to Paywall

Trial Recently Expired

Has your 7 day free trial expired? Regain access by purchasing a subscription here! Your administration can also cover access for you and your colleagues through a School or District Service Plan.

School/District Access

If your administration is providing your access through a School or District plan, please check with your service plan administrator and make sure you are rostered and accessing with the appropriate district credentials.

Personal Access

• Have you changed districts and no longer have access to your old email address? Submit a support ticket listing your old and new email address and we will transfer the subscription for you.

• Have you had a change to the email address associated with your subscription? This could include a name change (ex: due to marriage) or a domain change (ex: @gradetransferer.org > @gt.k12.us.org). Even if this change happened a long time ago, there could be issues with Google Identity that we need to address in our system. Submit a support ticket listing the old and new versions of your email address to let us know.

• Are you being asked to pay, yet you know there haven't been any changes to your email address, and you've paid for access within the past year? Please submit a support ticket with an attached receipt, or date of purchase with the last 4 digits of your payment method, so we can investigate.

Errors

'Network' or 'Communication' Error

If you see a message similar to either of the images below that mention a network or communication error, this issue points to something blocking the authentication on the user's computer, likely a district web filter or Chrome policy. See our Blocker & Filter Troubleshooting article for steps to address this.

'Access Blocked' for Google / Microsoft SSO

If you see a message similar to the image below that mentions your access, authorization, or account is blocked due to your organization's policies, this means that your district is not allowing you to use your Google or Microsoft email address for single sign on with our service. See our Access Blocked article for steps to address this.

'Blank Extension' Not Allowing Login

Is your extension appearing 'blank', or all white, and therefor you can't login or use the service? This issue points to something blocking on the user's computer blocking communication with the extension, likely a district web filter or Chrome policy. See our Blocker & Filter Troubleshooting article for steps to address this.

'Firebase: An account already exists with the same email'

If you receive this message, you initially signed in with the green 'Sign in with email' button, and this is blocking you from using SSO. Try logging in with the green 'Sign in with email' button using the credentials you previously set up.

Other Login Issues

Verification Email

If you are signing in via the 'Green Email Button' for the first time, you will see a message similar to the one below. If you have issues with the verification process, see the Troubleshooting section of our Signing-In Article.

Trouble Logging In To The Billing Portal

Are you trying to login to your Stripe Billing Portal to manage your individual subscription? On this page, you will be prompted to enter your email. If the email address is associated with a GradeTransferer subscription, you will receive an email from our billing partner, Stripe, with a custom, time sensitive link to access your portal. Check your spam folder if you don't see the email. If you no longer have access to the email address associated with your subscription, or can't access through the link, please submit a support ticket.