Account Claiming Issues

*Note: If you have an issue Claiming your account and can't resolve it by checking the issues below (Things YOU Can Check), then please contact your local school or site help desk / technology support for assistance.

Common Issues Encountered When Claiming Your Account

Some users have encountered the following issues when trying to claim their account.  You may see an error when trying to claim your account, or the "Next" button at the bottom of a screen may stay "grayed out" preventing you from moving to the next screen and completing the process. We've captured common issues here to help you either identify the problem or eliminate some common account claiming challenges.

Things YOU Can Check:

  1. Birthdate entered in wrong format (should be: YYYYMMDD with no slashes or dashes - e.g. 19820217)
  2. Entering the "wrong number" for UID# - The eScholar UID number is the 10-digit State Employee UID or PowerSchool UID for teachers and staff (it should be the same number).  Employee UID numbers should be in the UID system as well as Payroll, so your Finance Person may be able to help you locate the number.  Many LEAs and Charter Schools currently use the UID number to logon to PowerSchool.  If so, then it's the same number/username you're currently using (although you will have a different password that you set when you claim your account). This number is your Username for the IAM Service.  For students, the UID number is the former 9- or 10-digit NCWise Student or Pupil Number. If you're not sure of your UID number and all other information seems correct, then your local support can check the UID number and a few other items (see next section).
  3. Can't set Password - this can be caused by not filling in the verify password box or not matching the original password entered.  Also, some special characters may not work or cannot be entered as the first character of a password (e.g. "!" - exclaimation mark).  Review the password policy and make sure you're entering at least 8 characters, one upper case, one lower case and one number.
  4. Can't set Challenge Questions - there is a three-character minimum for an answer, so make sure all questions you're answering are at least that long.

Things Your LEA/Charter School Technology Support Can Check:

  1. Account is not present in your LEA data - If your LEA Administrator or Help Desk support enters your UID or searches on your last name and your account doesn't show up, then they should escalate the issue to the NCEdCloud Help Desk at MCNC.  This may happen if you've recently transferred from another Charter School or LEA and your UID record hasn't been updated yet, or if you're a "Contract Employee" and your UID record hasn't been created (i.e. LEA Employee records in the UID system are created from Payroll entries.  Contract employees are likely not entered into this system and will need a record created directly in the UID System as a Non-LEA Employee).
  2. Account has Already Been Claimed - This can happen if you tried to claim your account previously and quit the process before completely answering the Challenge Questions. There are a few other scenarios where this flag can be set that are more obscure. This can be checked by your local support (LEA Administrator) in the IAM Service.  If your Profile shows "Disable Account Claiming: True", then the claim flag needs to be reset.  LEA Administrators can do this by doing a search for your record in Manage Employees, and selecting it and clicking on the "pencil" icon to the right of your record in the list view. The Disable Account Claiming checkbox should be unchecked and then Saved. Your Challenge Question Responses should also be reset (button above the List Display window).
  3. Birthdate is wrong in UID System (Source Data where birthdate in the IAM Service comes from) - this can be checked by having your local support staff verify your birthdate in the IAM Service.  If it's incorrect, your LEA or Charter School Data Coordinator will need to correct it in the Payroll System and force an update to the UID System. The corrected birthday should show up the following day in the IAM Service. You can also claim your account with the wrong birthdate and have it corrected afterward (this won't impact your account in the IAM Service in any way).
  4. CAPTCHA questions are blocked by a firewall or content filter - In some cases, LEAs are experiencing an issue when a user tries to "Claim Their Account" if the CAPTCHA image is blocked by a content filter (e.g. Zscaler).  While the NCEdCloud site(s) may be whitelisted, the CAPTCHA site is not, and it may not appear when the user tries to claim their account.  If this occurs, the user should login to Zscaler first, and then Claim Their Account.