--- title: What to Do If You Can’t Access Your Account description: "Learn what to do if you can’t access your DashPledge account, see the wrong dashboard, have missing children, students, or campaigns, or encounter account-permission problems." url: "https://dashpledge.com/docs/what-to-do-if-you-cant-access-your-account/" updated: "2026-08-18" category: "Accounts & Login" --- # What to Do If You Can’t Access Your Account ## Having trouble accessing your DashPledge account? If you can't access your DashPledge account, don't create another account right away. Your existing account may already be connected to important DashPledge information, such as: - Your organization and campaigns - Your teacher and classroom - Your participating children - Your fundraiser access - Your account role and permissions Use the steps below to identify the problem and recover access to your existing account. ## 1. Confirm your email address Make sure you're entering the email address associated with your DashPledge account. Check carefully for: - Misspelled email addresses - Extra spaces - An old email address - A different personal or work email If you've previously used DashPledge, try to identify the original email used for your account before creating another one. ## 2. Check your password Make sure your password is entered correctly. Check whether: - Caps Lock is turned on - Your browser filled an old password - Extra spaces were entered - A password manager selected the wrong account If you're unsure of your password, use the password-reset process instead of repeatedly guessing. ## 3. Reset your password From the DashPledge login page, select the available **Forgot Password** option. Enter the email address associated with your account and follow the reset instructions. For detailed instructions, see **How to Reset Your DashPledge Password**. ## 4. Check for the password-reset email If you requested a reset but don't see the email, check: - Inbox - Spam - Junk - Promotions - Other filtered folders Use the most recent password-reset email if you requested more than one. ## I can sign in, but I see the wrong dashboard If you successfully sign in but see a dashboard that doesn't match your role, don't create another account. DashPledge provides different experiences for: - Organizers - Teachers - Parents and guardians Sign out and make sure you're using the intended account. If the wrong dashboard continues to appear, contact DashPledge Support so your role and account access can be reviewed. ## I'm a parent, but my child is missing Make sure you're signed in with the same parent or guardian account used to claim the child. If you have multiple children, review all children connected to your account. If the child still doesn't appear, do not create another student. Visit **Parents & Students → What to Do If You Can’t Find or Claim Your Child**. ## I'm a parent and another child is missing If one child is already connected but another eligible child hasn't been claimed, use the available **Claim Another Child** process. You do not need another parent account. See **How to Claim Another Child on DashPledge**. ## I'm a teacher, but my students are missing First, confirm that you're signed in with the correct teacher account. Then confirm that you're associated with the correct: - School - Fundraiser - Classroom Students are connected to teachers through the fundraiser roster. Do not create duplicate students to make them appear. If the relationships appear incorrect, contact the fundraiser organizer or DashPledge Support. ## I'm an organizer, but my campaign is missing Open **My Campaigns** and check: - All Campaigns - Active - Upcoming - Ended - Drafts Clear any search or filters that might be hiding the campaign. Also confirm that you're signed in to the organizer account associated with the correct organization. If the campaign still doesn't appear, contact DashPledge Support. ## I can sign in, but part of my dashboard is missing The tools available in DashPledge depend on your role, permissions, fundraiser, and campaign type. For example: - Organizers have campaign-management tools - Teachers have classroom tools - Parents have child and fundraiser tools Some features may also only apply to particular campaign types. If you believe you should have access to a feature that is missing, contact DashPledge Support rather than creating another account. ## My account says I don't have permission A permission message can mean that your account doesn't have access to the requested page or action. First, confirm that you're using the correct DashPledge account. If you believe your role should provide access, contact DashPledge Support so your permissions can be reviewed. Do not try to bypass the permission restriction using another user's account. ## I no longer have access to my email address If you cannot access the email address associated with your DashPledge account, the normal password-reset process may not work. Contact DashPledge Support so the account can be reviewed. For security, additional information may be required before account access can be changed. Do not create another account simply because you lost access to the original email. ## I think I created more than one account If you've accidentally created duplicate DashPledge accounts, stop using both accounts independently until the relationships are reviewed. Duplicate accounts can create confusion with: - Child claims - Teacher assignments - Organization access - Campaign access - User roles See **What to Do If You Have Duplicate DashPledge Accounts** or contact Support. ## My login page keeps returning me to the same screen If your credentials appear correct but the login process doesn't complete: 1. Refresh the page. 2. Confirm you're using the correct login information. 3. Try signing in again. 4. If appropriate, try another supported browser or private/incognito window. 5. Check whether the problem continues. If it does, contact DashPledge Support and describe what happens after you select Sign In. ## The page is blank or doesn't load correctly First, refresh the page. If the problem continues: - Try another browser - Try a private/incognito window - Check your internet connection - Sign out and sign back in when possible If the issue continues across browsers or devices, visit **Troubleshooting** or contact DashPledge Support. ## Should I create another account? Usually, **no**. Creating another account can make an access problem more complicated because your existing account may already own important relationships. Recover or correct the existing account whenever possible. ## Should I use someone else’s account? No. Do not use another parent, teacher, organizer, or staff member's account to work around an access problem. Each authorized user should use the account intended for them. ## What information should I provide to Support? When asking for account-access help, useful information includes: - Email address associated with the account - Your DashPledge role - School or organization, when relevant - Campaign, when relevant - A description of the problem - Error message displayed - Screenshot, when helpful For parents, it may also help to identify the school and participating child when the problem involves a child relationship. ## What should I never send to Support? Never send: - Your DashPledge password - Stripe password - Online banking password - Full payment card information - Security codes - Login verification codes DashPledge Support should not need these credentials to investigate your account. ## Protecting your account If you believe someone else has gained access to your DashPledge account, change your password as soon as possible. Do not share account credentials with other users. For additional account-security information, visit **Privacy & Security**. ## What's next? For related help, see: - **How to Sign In to DashPledge** - **How to Reset Your DashPledge Password** - **What to Do If You Have Duplicate DashPledge Accounts** - **Understanding DashPledge User Roles** If the problem is specific to your child, teacher, campaign, donation, or payout, visit the corresponding Help Center category.