For educators
I forgot my PIN. What do I do?
Enter it incorrectly three times. You'll return to sign-in – sign in with your email and password, then set a new PIN.
Why does the app keep locking?
It locks after 3 minutes without use to keep information private. Enter your PIN to carry on – your work isn't lost.
Why do I have to set a new PIN?
Your PIN is cleared when you log out completely, after three incorrect attempts, or when your app login expires. App logins now expire sooner than before, to better protect your information.
My PIN doesn't work on my other device.
PINs are set separately on each device. Set one on each device you use.
What's the difference between End Session and Log Out?
End Session keeps your name on the shared device – next time just enter your PIN. Log Out removes your name, and you'll set a new PIN next time. See Using a shared device
My name isn't on the shared device.
Search for your email on Find a user. If you still can't find yourself, ask your manager to check your profile has shared-device access and access to this centre.
Can I switch users when we're offline?
No. The current user can keep working offline, but others can sign in once the device is back online.
Does the PIN work in the Web App or web portal?
No – PIN is for the 1Place iOS and Android apps only.
Will I lose my work if the app locks?
No. Unlock with your PIN and you'll be right where you left off.
For Super Users
How do we turn on PIN or Shared Device Login?
Contact your Customer Success Manager or our Support team. Then set up a login for each centre – see Setting up PIN and Shared Device Login article.
Who appears on a centre's shared device?
People whose profile has Access to Centre Login and who have access to at least one room or site in that centre.
Someone left – are they removed from the device?
Yes. When someone loses access to the centre, their name is removed from its shared device automatically.
Can the centre login see our data?
No. The centre login doesn't open any information on its own – it's just where educators choose their name.
Where did Users, Profiles and Group Contacts go?
They're now together under Settings → User Management.
Where's Change Hierarchy?
It's now Bulk Edit on the Profiles page. See Profiles.
Need a hand?
Our support team is here to help. Email support@1placeonline.com and we'll get back to you within 2–24 hours.