Plato Math Organization System - Frequently Asked Questions

Login & Authentication

Why can't I log in with my email?

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Organization users can log in with either their username or email. If you're having trouble:

Try using your username instead of email
Make sure you're using the correct organization login URL: yourschool.platomath.com/login
Check that you're using the organization login page, not the individual user login

Note: Individual users must use email + password at /users/sign_in, while organization users can use either username or email at their organization's login URL.

What's the difference between individual and organization login?

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There are two separate login systems:

Individual Login: /users/sign_in - For personal accounts, requires email + password
Organization Login: /yourschool/login - For organization accounts, accepts username OR email + password

Important: Organization users cannot log in at the individual login page, and individual users cannot log in at organization pages.

I forgot my password. How do I reset it?

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Password reset depends on your account type:

Individual Users: Use the "Forgot Password" link on the login page
Organization Users: Contact your organization administrator - they can view and share your password

                        For Organization Users: Passwords are managed by your organization administrators. They can view your current password and provide it to you securely.
                    

Why am I getting "Invalid username or password" error?

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This error can occur for several reasons:

You're using the wrong login URL (individual vs organization)
Your account has been inactivated by an administrator
You're using the wrong username/email format
Your organization's subscription has expired

Solution: Contact your organization administrator to verify your account status and get the correct login information.

User Roles & Permissions

What's the difference between Organization Leader and Organization Admin?

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Both roles have extensive permissions, but with key differences:

Organization Leader can manage other organization admins
Organization Leader can manage subscription and billing
Organization Leader can transfer leadership to another admin
Organization Admin cannot manage other org admins
Organization Admin cannot manage subscription (unless they're the leader)

                        In practice: Organization Leaders have ultimate control, while Organization Admins handle day-to-day management but with some restrictions.
                    

Can I change my own role?

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No, you cannot change your own role. Role changes must be made by someone with higher authority:

Only Organization Leaders can change any user's role
Organization Admins can change non-admin roles only
Department Heads and Tutors cannot change roles

Security Note: This prevents users from escalating their own permissions and maintains proper organizational hierarchy.

Why can't I see certain users or features?

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Your access depends on your role and scope:

Department Heads can only see users in their departments
Tutors can only see their assigned students
Organization Admins cannot see other org admins' credentials
Only Organization Leaders can see all users and features

This is by design: The system limits access based on your role to maintain security and appropriate data boundaries.

Can I inactivate the organization leader?

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No, the organization leader cannot be inactivated by anyone. This includes:

Cannot be inactivated by other organization admins
Cannot have their role changed by others
Cannot be deleted from the system
Only they can transfer leadership to another admin

Security Feature: This prevents accidental or malicious removal of the ultimate authority in the organization.

Department Management

Who can create departments?

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Only Organization Leaders and Organization Admins can create departments.

Department Heads cannot create departments
Tutors cannot create departments
Students cannot create departments

Why? Department creation affects the entire organization structure, so it's restricted to high-level administrators.

Can a tutor be in multiple departments?

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Yes! Tutors can be assigned to multiple departments. This allows for:

Cross-department teaching
Specialized instruction in different subjects
Flexible scheduling and coverage
Access to students from multiple departments

                        Same for students: Students can also be enrolled in multiple departments, allowing them to work with different tutors and access various subject areas.
                    

Why can't I see users from other departments?

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This depends on your role:

Department Heads can only see users in their assigned departments
Tutors can only see their assigned students (regardless of department)
Organization Admins can see all users in the organization
Organization Leaders can see all users

This is intentional: It maintains appropriate data boundaries and prevents unauthorized access to user information.

How do I move a student between departments?

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Moving students between departments depends on your role:

Organization Leaders and Organization Admins can move any student to any department
Department Heads can only move students within their scope
Tutors cannot move students between departments

                        Process: Go to the student's profile page and use the "Assign to Department" option to move them.
                    

Subscription & Billing

Why can't my students access worksheets?

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Students need an active organization subscription to access worksheets. Check these common issues:

Subscription Status: Organization subscription may be inactive, past due, or canceled
Free Access: Organization may not have free access granted
Student Status: Student account may be inactive
Individual Subscription: Student may need individual subscription if organization doesn't have one

Solution: Contact your Organization Leader to check subscription status and renew if needed.

Who can manage the organization subscription?

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Only Organization Leaders can manage subscriptions:

Subscribe to organization plans
Cancel subscriptions
Update payment methods
View billing history
Grant free access (with platform admin help)

Note: Organization Admins cannot manage subscriptions, even though they can manage most other aspects of the organization.

How much does the organization subscription cost?

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The organization subscription costs $30 per student per month:

Pay only for active students
Inactive students are not charged
Automatic billing adjustments when students are added/removed
Prorated charges for partial months
No minimum student count

                        Free Access: Some organizations may have free access granted by platform administrators for special circumstances.
                    

What happens when I add or remove students?

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Billing automatically adjusts when students are added or removed:

Adding Students: Billing increases immediately with prorated charges
Removing Students: Billing decreases immediately with prorated credits
Inactivating Students: Students lose access but billing continues until they're removed
Reactivating Students: Students regain access immediately

Automatic: No manual intervention needed - the system handles all billing adjustments automatically.

User Management

How are usernames generated?

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Usernames are automatically generated from the user's full name:

Converted to lowercase
Spaces and special characters replaced with underscores
Made unique within the organization
Duplicates get numbered suffixes (_1, _2, etc.)

                        Examples:

                        "John Smith" → john_smith

                        "Dr. Sarah Johnson" → dr_sarah_johnson

                        "John Smith" (duplicate) → john_smith_1

Why do I need to provide passwords to users?

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Organization users get auto-generated passwords that must be shared securely:

Passwords are generated automatically (8 characters, secure)
They're not sent via email for security reasons
Organization admins can view passwords later
Users can change passwords after first login

Security: Always share passwords through secure channels (in-person, encrypted messaging, etc.) and never via unsecured email.

Can I inactivate a user without deleting them?

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Yes! Inactivating a user is different from deleting them:

Inactivate: User cannot log in but data is preserved
Delete: User and all their data are permanently removed
Inactive users don't count toward billing
Inactive users can be reactivated later

Who can inactivate: Organization Leaders and Organization Admins can inactivate most users, while Department Heads can inactivate users in their departments.

Why can't I see certain users' credentials?

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Credential access is restricted based on your role:

Organization Leaders can see all user passwords
Organization Admins can see non-admin user passwords
Department Heads can see passwords for users in their departments
Tutors and Students cannot see any passwords

Security: This prevents unauthorized access to sensitive login information and maintains proper data boundaries.

Technical Issues

Why am I getting "Account deactivated" error?

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This means your account has been inactivated by an administrator:

Individual Users: Contact support for reactivation
Organization Users: Contact your organization administrator
Account may have been inactivated due to organization subscription issues
Account may have been individually inactivated by an admin

Solution: Only an administrator with appropriate permissions can reactivate your account.

Why can't I access the organization dashboard?

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Dashboard access depends on your role and permissions:

Make sure you're logged in with an organization account
Verify you have the correct role for the features you're trying to access
Check that your account is active (not inactivated)
Ensure your organization has an active subscription

                        Different Dashboards: Tutors see a tutor dashboard, while Organization Leaders and Organization Admins see the full organization dashboard.
                    

What if I can't find a user I just created?

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This can happen due to role-based visibility:

Department Heads can only see users in their departments
Check if the user was assigned to the correct department
Verify the user was created with the correct role
Make sure you're looking in the right user list (filtered by role)

Solution: Use the "View All Users" option and check the role filters to find the user.

Why am I getting permission denied errors?

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Permission denied errors occur when you try to perform actions outside your role's scope:

Check your role and what permissions it has
Verify you're trying to access data within your scope
Make sure you're not trying to manage users outside your department
Confirm you're not trying to change roles you don't have permission for

Common Issues: Department Heads trying to manage users outside their departments, or Organization Admins trying to manage other org admins.

Frequently Asked Questions

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