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Running into a problem? Find your issue below for a quick solution. If your issue isn’t listed, contact support.

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Login and account issues

  • Double-check your email address for typos - Make sure Caps Lock is off when typing your password - If you’ve forgotten your password, use Forgot Password on the login page. See Logging In for the full steps - If you recently changed your email, use the new email to log in
A one-time password (OTP) is a 6-digit code sent to your email for verification.
  1. Check your spam or junk folder — the email may have been filtered
  2. Wait 1-2 minutes — email delivery can sometimes be delayed
  3. Tap Resend OTP to get a new code
  4. Make sure the email address you entered is correct
  5. Try a different email address if the problem persists
  • OTP codes expire after 10 minutes. If it’s been longer, request a new one - If you requested multiple codes, only the most recent one works - Make sure you’re entering all 6 digits correctly
  • Try logging out and logging back in - Clear your browser cache or app data
  • Make sure you’re using the correct app for your role (student, teacher, or admin)

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School profile issues

Your school needs to be registered on Lena first. Ask your school administrator to create the school at school.lena.africa. Once the school is created, it will appear in search results.
  • You need to join courses using an entry code from your teacher. See Joining a Course - If you’re a teacher, you need to create a course first. See Creating a Course - Make sure you’ve selected the correct school profile (check the profile switcher)
  • For K-12 students: Go to Account Settings → School Info and update your grade and arm - For university students: Update your faculty, department, or level in the same settings - If you joined the wrong school entirely, delete the school profile and add the correct one

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Course and content issues

  • Make sure you’re entering the code exactly as given (codes are case-sensitive) - Check that you’re in the correct app (students use the Student app) - The course may be in draft status — ask your teacher to publish it - The entry code may have changed — ask your teacher for the current code
  • Check your internet connection - Try refreshing the page - If a specific file won’t open, it may be in a format your device doesn’t support — try downloading it and opening with a compatible app - Large files may take longer to load on slower connections
  • Check the due date — submissions may be closed if the deadline has passed - Make sure your file meets the size and format requirements - If submitting text, check that the content isn’t empty - Try refreshing the page and submitting again
  • Grades appear after your teacher has graded your work - For quizzes, grades are calculated automatically after submission - For assignments, your teacher needs to manually score your submission - If you’ve been graded but don’t see it, try refreshing or logging out and back in

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CBT exam issues

  • Make sure you’re logged in with the correct account at cbt.lena.africa - Check that you’ve selected the correct school profile - The exam may not have started yet — check the exam’s start time - You may not be assigned to this exam — contact your teacher
Exams can be auto-submitted for several reasons:
  • Time expired — the exam duration ran out
  • Tab-switch limit exceeded — you switched away from the exam tab too many times
  • Browser/connection issue — loss of internet during the exam
See CBT Exam Rules for details on auto-submission policies.
  • Make sure you’re using a supported browser (Chrome, Firefox, or Edge — latest versions recommended) - Disable any ad blockers or browser extensions that might interfere - Clear your browser cache and try again - Check your internet connection
For more CBT-specific issues, see CBT Troubleshooting.

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App performance issues

  1. Check your internet connection — try opening another website to verify 2. Refresh the page (or close and reopen the app) 3. Try using the app in a private/incognito browser window 4. Clear your browser cache and cookies 5. Disable browser extensions that might interfere
  2. Try a different browser or device
  • Make sure you’re viewing the correct school profile (switch if needed)
  • Try logging out and back in to refresh your session - Check if the content was recently added — it may take a moment to sync - Refresh the page to pull the latest data
  • Check your file size — very large files (especially videos over 100 MB) may fail to upload - Make sure the file format is supported (PDF, DOCX, PPTX, XLSX, images, video, audio, ZIP) - Check your internet connection — uploads need a stable connection - Try uploading a smaller file to rule out size issues

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Excel import issues (School Admins)

  • Make sure the file is in .xlsx format (Excel workbook) — .csv and .xls files are not supported - Make sure column headers match exactly as documented (case-sensitive) - Make sure data is on the first (active) sheet of the workbook - Look for duplicate email addresses in your file - Make sure all required fields are filled (no empty rows) - Check the error report for specific row numbers and issues - See Managing Students or Managing Teachers for the exact column headers
The import provides a summary showing how many users were successfully imported and which rows had errors. Review the error details for each failed row — common issues include: - Invalid email format - Duplicate email (user already exists) - Missing required fields - Grade or department not found in your school’s structure

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Still stuck?

If you can’t find a solution here, contact support with the following information:
  • Which app you’re using (Student, Teacher, School Admin, or CBT)
  • Your school name
  • A description of what happened and what you expected
  • Screenshots if possible
Not sure what a term means? Check the Glossary for definitions of key Lena terms.