Help and Troubleshooting

I lost or forgot my login details

If you forget your username or password, contact the school office directly at the support email below. For security reasons, login details can only be reissued after verifying your identity.

The OTP code from the app is not accepted

If the six-digit code from your authenticator app is rejected as invalid, it is usually because the clock on your smartphone is slightly off:

• Open your smartphone's settings dashboard.
• Search for Date & Time.
• Enable the Set time automatically option (use network-provided time).

Since the codes are time-based, the server's clock and your phone's clock must match exactly.

I got a new phone and cannot sign in

Since your authenticator app is bound to your old device, you cannot log in on your new phone without adjusting setup:

1. If you still have your old device, log in and add your new phone in the account console.
2. If your old device is lost or broken, email our support team to temporarily reset your two-factor authentication configuration.

Zulip does not load or displays an error

If the chat panel remains empty or connection issues occur:

• Clear your browser's cache or open the page in incognito mode.
• Ensure you are logged in to the school portal (mein.schulemachen.com) before launching Zulip.
• Use the official Zulip desktop or mobile application. When prompted, enter https://chat.schulemachen.com as the server address.