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Find your problem below. Each answer says what to do, and links to the full guide. If yours isn’t here, contact support.

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Signing in

Check Caps Lock, or choose Forgot password? on the password step to set a new one. If your school imported you, use the first password from the sign-in details it gave you. See sign in.
Use the code in the newest email from Lena, and check your spam and junk folders. If it still doesn’t work, choose Resend once its countdown ends. See the code.
You asked for too many codes, or tried too many times, in a short while. Wait as long as the message says, then try again.
Make sure every item on the checklist under the password is ticked. Lena also turns down passwords that are like your name or email, very common, or only numbers. See password rules.
Refreshing during sign-in takes you back to the start. Enter your email again, and don’t refresh until you’re in.
On the first sign-in page, choose I’m a student (in Lena for Teachers) or I’m a teacher (in Lena for Students). See which app to open.

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Joining a school or course

Search for part of its name. Schools you already belong to don’t appear. If it still isn’t there, your school may not be on Lena yet. Ask your school, or see create your school.
Check it against the code your lecturer shared. If it’s right, the course may still be a draft, or it may not be accepting new students. Ask your lecturer. See join a course.
It may not be open to your faculty, department or level. Check where you sit in Settings → School, or ask your lecturer for the course’s entry code. See join a course.

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Uploading files

Each file must be under 10 MB (15 MB for a video). Make it smaller: save a document as a PDF, or take photos at a lower size. Or split it into parts and upload each one.
Lena takes documents, PDFs, pictures, videos, audio, text files and .zip files. It turns down:
  • other archives, such as .rar or .7z. Make a .zip instead.
  • documents with macros, such as .docm or .xlsm. Save it as .docx or .xlsx.
  • programs and apps, such as .exe or .apk, and web pages, such as .html.
  • a file renamed to a different type. Save it again from the program that made it.
  • a password-protected PDF. Save a copy without the password.

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Assignments

You can’t change or resubmit an assignment once it’s in. Message your lecturer if something went wrong. See assignments.
Once the due date (and any late deadline) has passed, you can’t submit. Only your lecturer can extend it.
You hand this one in on paper, not in Lena. Your lecturer records it.
On some older browsers, Lena can’t keep files on your device while you’re offline. Reconnect, then submit. See without a connection.
It’s saved on your device and goes as soon as you’re back online: the bar says how many changes are waiting. Don’t sign out until it says “All changes synced”. See keep your work safe.
Your lecturer releases grades for the whole class at once, after the deadline has passed and everyone is graded.

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Quizzes and exams

You switched tabs or left full screen. Wait for the countdown, choose Continue exam, and stay on the page. The timer keeps running while you wait. See exams.
Your lecturer hasn’t released it yet. Some quizzes and exams release results by themselves when they close. See grades.
Exam shows only the exams for your place in the school. Check your faculty, department and level in Settings → School, then ask your lecturer. See exams.
The exam may have ended, or it may be for a group you’re not in. Ask your lecturer.
You can only carry on an exam on the device and browser you started it on. A graded quiz can be carried on anywhere.
Publish the quiz. Students can take it from its start time. An exam needs Publish and then Approve, and only the groups you chose can take it. See quizzes and exams.

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Grades

Work you haven’t handed in, or that isn’t released yet, counts as 0 until it’s scored. See grades.
Releasing an assignment’s grades gives 0 to everyone who handed nothing in, and closes the assignment. See grading and releasing.
Release works once every submission is graded, nothing is left in Review, and the deadline (or late deadline) has passed.

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Teaching

In the course’s Settings tab, make the assignment, quiz and exam weights add up to 100%, and add at least one rule under Who can join. See publish a course.
Your school hasn’t added its faculties and departments yet. A school admin adds them in Lena for Schools.
A rubric’s points must add up to the assignment’s marks. Change the rubric or the marks. See rubrics.
You can’t do either while the course is a draft. Publish it first. See people and roles.
If Lena says you’re offline, keep the page open and save once you’re back online. Lena doesn’t keep the grade for later.

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School admin

Set up your faculties and departments first. Choose Go to Faculty Management. See structure.
Choose Download template, copy your rows into it, and save it as an Excel (.xlsx) file. Lena doesn’t take CSV files. See import students.
Your admin role doesn’t include this page. Ask a Superadmin to change your role. See admins.
They own a course that’s still running. Give each of their courses to another lecturer first. See lecturers.

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Lena Agent

Lena’s team switches the agent on for each school. Choose Request access and we’ll be in touch. See Lena Agent.
Each teacher can use the agent a certain amount each day. The app shows when you can use it again. See limits and privacy.
Wait a minute, then send your message again.
Start a new chat to keep going.