Troubleshooting

This page covers common issues specialists may encounter while using Provident Literacy.

I cannot sign in

Check the following:

• the email address is correct
• the password is correct
• the iPad is connected to the internet
• the account has already been provisioned by Provident or your school deployment lead

If the issue continues, contact your deployment contact or Provident support.

I signed in but cannot see a class

Possible causes include:

• the account is not linked to the correct class
• the class has not yet been assigned in the backend
• the wrong account was used

I can see the class but not the student I need

Check whether:

• the student belongs to a different class
• the student has not yet been added to the production environment
• the class roster needs updating

I opened the student hub but an assessment is missing

This may happen if:

• the build is not the expected release version
• the feature is not enabled in the current deployment
• the student or school data has not been populated correctly for that flow

I need an account

Provident Literacy does not provide in-app account creation.

To obtain access, contact your school lead, deployment contact, or Provident through the organisation website.

The app looks different from the guide

Check whether:

• the app has been updated recently
• your screenshots have been refreshed in the internal documentation
• you are using the correct school build and account

Recommended support details to collect

When reporting an issue, include:

• school name
• class name
• student name, if relevant
• assessment or lesson name
• what happened
• what you expected to happen
• a screenshot, if available