Caribou Help / FAQ
Please look for your question among the >200 questions in our FAQ before emailing us. Caribou aims to be 100% self-service. This helps keep our services affordable.
To use this Help Tree, choose the appropriate category and subcategories. If you are unable to find your question, use the Contact Us form located in the leaves of this tree. Thank you for your help.
Questions & Answers:
How to recover a misplaced or forgotten access code?
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How to recover a misplaced or forgotten access code?
Answer:
In general, here is how you can find a student’s access code if it is lost:
- If the Access Code is from a prior purchase, check your email inbox for the confirmation email.
- If that does not work, please contact the student's Caribou Coordinator (teacher/librarian/tutor/etc.) who can see the Access Code in their account under Manage & Print Access Codes in their Coordinator account.
- If that does not work, or the student is registered to the Caribou Virtual School, Contact Us. Please provide enough information for us to locate your account (i.e. School, grade, teacher, full name).
A student wrote two contests this year but with different access codes
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A student wrote two contests this year but with different access codes
Answer:
For results to be calculated fairly in the Caribou Cup, a student must only have one access code. To fix this, you can sign in as a Coordinator and use the tool “Merge Two Student Accounts” under Manage Access Accounts. Make sure you are merging the correct accounts and that you enter the correct ‘FROM’ and ‘TO’ accounts. Please be careful as the merge cannot be undone.
A student has been registered under the wrong teacher
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A student has been registered under the wrong teacher
Answer:
This is easy to fix. The right Coordinator must sign in and use the tool Move a Student to my Account. Then they have to enter the student’s first name, last name, and access code.
Error: The access code you’ve entered has already been used for this test.
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Error: The access code you’ve entered has already been used for this test.
Answer:
In this case, the student’s Caribou Coordinator should sign in to use “Remove Test Entry” to let the student start the contest. This tool appears on the Coordinator Homepage on contest days. It is possible the student accidentally opened and closed the contest without realizing it, or that somehow another student used their access code. Remember as a Coordinator you can sign in and go to the page “Manage & Print Access Codes” to see a list of students and their access codes to avoid this kind of situation.
My teacher gave me an access code but I cannot log in.
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My teacher gave me an access code but I cannot log in.
Answer:
You should see a red error message that gives you an idea why it is not working.
Some possibilities:- You may have typed your first name, last name, or access code incorrectly. These have to be written exactly as they were entered for your account, although it is not case-sensitive. It is possible you or your teacher made a typo when the account was created, or that your browser is auto-filling the incorrect access code.
- You are using the wrong access code. Perhaps your teacher gave you the access code for a different student, you are using an Access Code from a previous Caribou Cup, or your browser is auto-filling another Access Code.
- You are trying to start the contest outside of your school’s Contest Time Window. By default, the time window to start the contest is 7:30am-3:30pm on Contest Days, but your Caribou Coordinator can move the window.
- To start the contest on a contest day, you must check boxes agreeing to write down your access code and agreeing to the Contest Rules. It is possible you have not checked these boxes. If you cannot start a contest it is possible that your code is not valid for the entire year. Your Caribou Coordinator can check this in their account in Manage & Print Access Codes.
My student has an Access Code, but it’s for the wrong grade. How do I change it?
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My student has an Access Code, but it’s for the wrong grade. How do I change it?
Answer:
If the Access Code has already been used to participate in a contest, then the grade for this Access Code cannot be changed. Please Contact Us so we can help you reissue a new Access Code.
If the Access Code has not been used to participate in a contest, then it is possible to change the grade when logging in to the first contest. A form will appear asking the student to confirm or change their grade. However, not all changes are possible (for example, changing an Access Code for a free contest level into a paid one). To get a Access Code for a paid level, please make a purchase in the Online Shop or get in touch with your school’s Caribou Coordinator. If the Access Code was already paid for, we will help transfer the payment to a new Access Code.
My child attends XXX school, but their registration/certificates say Caribou Virtual School. Please update the school name.
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My child attends XXX school, but their registration/certificates say Caribou Virtual School. Please update the school name.
Answer:
The student is registered at the Caribou Virtual School, which is a school in our system for those who are participating separately from their real school or who do not have a physical school and do not want to register as one (e.g. some homeschoolers). It is not possible for you as the student to change the name of the school on the certificates.
- If your student’s school is running Caribou Contests : ask your child’s teacher (Caribou Coordinator) to log in and use “Move a Student to My Account” to move your child’s account to theirs. They will need the Access Code, first name, and last name that you have registered under.
- If your student’s school wants to sign up to run Caribou Contests, they can do so and then use “Move a Student to My Account”, even partway through the academic year.
My access code is for the wrong year. How do I change it?
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My access code is for the wrong year. How do I change it?
Answer:
You cannot change the year which your access code is valid for. Any purchase is only valid from 1 July (or later if it was made later) to the next 30 June (the end of the Caribou Cup year). New access codes can be purchased through our Online Shop.
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