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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

  • 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.