What should I do if a student can't find their OnYourMark session?
This article outlines steps to resolve issues when a student is logged into the wrong session or can’t locate their OYM tutoring session in Pearl.
If a student can’t find their tutoring session or appears to be in the wrong one, it’s often a quick fix!
Step 1: Confirm the Student Is Logged Into the Correct Account
- The most common reason for this issue is that the student is logged into another student’s Clever or ClassLink account (e.g., a classmate).
- Have the student log out of the current account.
- Then, make sure they log back in using their correct student ID and credentials through the appropriate Single Sign-On (SSO) system (like Clever or ClassLink).
- Once they log in properly, their Pearl dashboard should show the correct session link.
Step 2: If They’re on the Right Account but Still Can’t Find the Session
- Take a screenshot or picture of what the student sees on their Pearl dashboard.
- Reach out to your campus’ Partner Success Manager with the image and a brief description of the issue.
- Your Partner Success Manager will investigate and follow up with next steps to get the student into the correct session.