Technical FAQs
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      2. Frequently Asked Questions
      3. Technical FAQs

      I can't login, what should I do?

      If you're having difficulties logging in, please see some common causes below and how to fix them.

      My login details aren't working

      • If you're a parent and your login details don't match, or you've forgotten your password, or aren't working, you can reset your password by clicking this link. If you don't receive the email to reset your password, please check your junk or spam folders. If it's not there, please email support@atomlearning.co.uk and we will support with locating your details.
      • If you're a student and your login details aren't working, and you know your username, your parent can reset your password via the settings on their Atom Home account. If you've forgotten your username and you're a student of an Atom School, you can contact your teacher for a reminder. If you need a reminder of an Atom Home username, you can contact support@atomlearning.co.uk. 

      I'm seeing a 'failed to fetch' error

      If you're seeing a failed to fetch error when you try to log in, there are a few possible causes. Please see possible causes below and how to remedy them:

      • A common cause of the 'failed to fetch' error is when something goes wrong creating an encrypted connection to api.atomlearning.com. This is generally caused by using an outdated browser version. Atom isn't supported on older browsers, in part so we do not put our users at risk from outdated and weak security protocols. If your device is unable to support a new enough version of your chosen browser, you will need to use a different device to access Atom. 
        • How do I check my browser is supported?

          You can check if Atom is supported using this link - it will say 'Your browser is supported' under 'Browser support' if you're using a compatible browser. If your current browser is not supported, please update your browser to the latest version and try again. If it still not supported, you will need to use a different device to access Atom.
      • A 'failed to fetch' error can also be an indicator that something is blocking one of our URLs, particularly api.atomlearning.com. This is normally down to a poor or unstable internet connection, or a firewall on your device. To fix this, you can either use a stronger or more stable internet connection, or 'allow' api.atomlearning.com within your firewall. Please note that firewalls may be configured by your work or school and you may need to contact your network administrator in order to unblock this.
      • The 'failed to fetch' error can also be caused by your device caching an outdated SSL certificate. You can fix this by clearing your browser's cache and performing a hard refresh. 

      How to perform a hard refresh:

      • Google Chrome: 
        • Windows users: hold down Ctrl and then press F5 on your keyboard
        • Mac users: hold down Cmd and Shift and then press R on your keyboard
      • Firefox
        • For Windows users: hold down Ctrl and then press F5 on your keyboard
        • Mac users: hold down ? Cmd and ? Shift and then press R on your keyboard
      • Safari (Mac)
        • Go to Safari > Empty Cache, or hit Opt + Cmd + E
        • To refresh, click the refresh button on the address bar or press Cmd + R

      I'm seeing three loading dots, an error message, or having another issue

      • Please contact support@atomlearning.co.uk for further support.