Troubleshooting

Thinkverse is built against COPPA and FERPA guidelines. Sign-in runs through your district's existing identity systems — ClassLink, Clever, Google, or an LTI launch — so no new credential store is introduced.

For a district vendor review, start with these:

• Subprocessors — every third party that touches data, and what for
• Privacy Policy
• Terms of Use

If your review needs something not covered there, email support@thinkverse.co with the specific questions and we'll answer them directly.

The first question in any roster mystery: which system owns this class's roster? A classroom syncs from one source — ClassLink or Google Classroom — or it's manual (class code / email import). The fix always lives with the owner.

A teacher's ClassLink classes aren't appearing. Classes import when the teacher signs in with the ClassLink button. If they're missing: confirm the Thinkverse app is enabled in ClassLink and the class is shared with it, then have the teacher sign in via ClassLink again (a plain email login doesn't trigger the import).

A class exists but a student is missing. Check the student exists on the source-side roster, then run the class's sync button (Sync roster with ClassLink / Google Classroom, on the Students tab). Note the difference: ClassLink sync mirrors exactly (removals propagate); Google sync only adds.

Sign-in fails for one person, not everyone. Almost always an email mismatch — the email on the Thinkverse account must match the one in the identity provider. Teachers signing in through Clever must have an email in Clever at all.

A student shows as "Anonymous." That's a rostered spot the student hasn't claimed yet — they need to sign in once with the rostered email.

If those don't resolve it, email support@thinkverse.co with the school, the class, and the affected accounts.