> ## Documentation Index
> Fetch the complete documentation index at: https://docs.goguardian.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Logging in to Pear Assessment

> Resolve sign-in errors by addressing incorrect credentials, missing password reset emails, device verification failures, and duplicate account conflicts.

The article provides troubleshooting steps for users experiencing sign-in issues with Pear Assessment. It covers common problems and solutions related to passwords, account verification, browser settings, and internet connectivity to resolve sign-in problems effectively.

## Troubleshoot Logging in to Pear Assessment

Pear Assessment users often have more than one email address. In a digital world, where individuals need an account to access everything, it can be tough to keep track of which emails are used for which accounts, and which passwords unlock them. This article will go over some troubleshooting issues when trying to sign in to Pear Assessment.

## Troubleshoot Logging in

### Incorrect Email or Password

* The password does not match what Pear Assessment has on file for the user's account.
* Users can start fresh with a new password to resolve this. On the sign-in page, click **Forgot Password** and enter the email where the user would like to receive a reset link.
* If the email entered doesn’t match what Pear Assessment has on file, we recommend searching “Pear Assessment” and “no-reply\@Pear Assessment.com” in the user's email inboxes. If users find post notifications or a welcome email, try logging in with the email tied to that inbox. Users may need to reset their password as well.
* If users found a welcome email or notification, but the password isn’t working or aren’t getting reset emails, users may have created the account with Google or Clever sign-up options. If users created accounts with these options, a password was not manually entered.
* Pear Assessment has a typo version of the email address on file. If users suspect this to be the case, users can reach out to our support team at: [support@assessment.peardeck.com](mailto:support@assessment.peardeck.com) for further assistance.

### Password-Reset Email Not Received

* Check the spam folder and filter for emails from [no-reply@PearAssessment.com](mailto:no-reply@PearAssessment.com).
* Add [no-reply@PearAssessment.com](mailto:no-reply@PearAssessment.com) to the email contact list, and send another link to the email.
* If users receive emails through a private domain, contact your domain host and ask that they add no-reply\@Pear Assessment.com to the email allowlist.
* If a user's sign-in email is a Gmail address, try the **Continue with Google** option to sign in. Users can also try the **Continue with Clever** option to check if they used Clever sign-in to create their account.

Tip: If the password reset emails still aren’t reaching users, please reach out to the support team and include the email address you use with Pear Assessment for a faster resolution to [support@assessment.peardeck.com](mailto:support@assessment.peardeck.com)

### Device Verification

* If user device verification links are no longer recognized in our system:
  * Try logging in again and wait 15 minutes for a new verification link to reach the user.
  * Do not sign in again while users are waiting.
  * Make sure that users are using the most recent link we’ve sent.
  * Make sure users are verifying on the same device and are attempting to access their account (i.e. don’t verify on your phone if you want to sign in on your desktop).
* If users aren’t receiving our device verification emails:
  * Check the users spam folder and filters for emails from no-reply\@Pear Assessment.com.
  * Add no-reply\@Pear Assessment.com to their email contact list, and send another link.
  * If users are running email through a personal domain, contact the domain host and ask that they add no-reply\@Pear Assessment.com to your email allowlist.

### Account Already Exists

* Users can either create an account with an alternate email address or reach out to our support team at [support@assessment.peardeck.com](mailto:support@assessment.peardeck.com).