Something not working?

Find the problem that matches what you see. Each one links to the full page.

I'm stuck on the Account Approval Pending screen

1. Ask your school's ren. administrator for your school code (organisation code). It is up to 8 letters and numbers, like A1B2C3D4.
2. Type it into the box under Have an organization code?.
3. Click Join. Your account is approved straight away.
4. No code? Leave the page and come back; it lets you in automatically once you are approved.

See Create your account.

My students didn't get the invite email

1. Check the student has an email address on the roster. If not, click Add email on their row.
2. Check their status. If it shows Invited or Invite expired, click Re-invite on their row to send a fresh email.
3. Ask them to check their junk folder.
4. Still no email? Your school's mail filter may be blocking it. Share the class code instead: click Class Code on the Students page, then Copy link.

See Invite students.

My upload didn't work

1. Check the file type. You can upload PDF, DOCX, PPTX, PNG, JPG or JPEG.
2. Check the size. A batch upload can be up to 200 MB; files under 10 MB upload fastest.
3. If you closed the upload window before confirming, look for the Your upload is ready for review banner on the assignment page and click Resume.
4. Try again with Upload submissions.

See Upload students' scripts.

A script has been matched to the wrong student

1. If you have not clicked Confirm & Create Submissions yet, change the student for that script in the matching list, then confirm.
2. If the submission is already created, click the ... menu on that student's row and choose Delete submission.
3. Upload the script again for the right student, using the upload icon on their row.

You will lose marking on that script

Deleting a submission removes its files and any marking already done on it.

See Upload students' scripts.

My scripts still say Not graded yet

1. Uploading does not start marking, and neither does approving the answer scheme. Open the assignment.
2. On the Grading hasn't started yet banner, click Start grading.
3. Choose Grade everything now or Let me mark a few myself first, then click Start grading.

See Start marking.

The answer scheme is missing a question

1. Click Answer scheme at the top of the assignment page.
2. Under Is a question missing?, choose It comes after, Its number and Marks.
3. Click + Add question, then fill in its answer in the next step.
4. If a question was read wrongly, click Re-read from the answer key and draw a box around it on your answer key.

See Check the answer scheme.

The AI's mark looks wrong

1. Click the dashed box (ren.'s suggested mark) to accept it, then change the score.
2. Or click Doesn't seem right? in the snippet panel (the box that opens when you click a mark) to ask the marking chat for a second look.
3. If the same mistake appears on many scripts, fix the answer scheme, then check the scripts the banner points to. See If you change it after marking has started.
4. Still wrong across the class? Contact us and tell us which assignment.

See Check and change marks.

A question is missing from the AI's marking

Its number tab turns red, and a banner says a question is missing from this upload.

1. Check the script. A page may be missing from the scan; look for a Pages missing badge on the row.
2. If the student did answer it, choose the Snippet tool and draw a box over the answer.
3. Set the question number, then enter the marks and your feedback.
4. If the student skipped it, click Student left these out on the banner.

See Check and change marks.

A banner says answers use the old answer scheme

The answer scheme changed after marking. The banner says which question changed and how many answers used the old version; marks you changed yourself are kept. Click Not now to hide it.

Finished scripts it affects show Check marks in the list. Open each one, click Unfinalise, then for each changed question choose Keep this mark or Re-mark. See If you change it after marking has started.

I can't release results ("Results cannot be released yet")

You changed the answer scheme after some scripts were marked complete, so ren. wants you to check them first. They show Check marks in the list, and the top bar says how many are left, for example 2 to check before release. Open each one, click Unfinalise, check the marks, click Mark as Complete, then release again. See Release results.

A student says they can't see their results

1. Check the script is marked complete. It should be in the Marked card. Once results are released, its label says Released; if it still says Finalised or Check marks, the student cannot see it yet.
2. Check you have released results. If the assignment page shows Release results with a Not released tag, or Release updates, results are still hidden. If you clicked Hide results, release again.
3. If marks are missing but feedback shows, Show scores to students may be off for this assignment.
4. Check the student signed in to the student portal with the account that joined your class. Unless Email my students when their results are released is on in Settings, students are not emailed; they see their results the next time they open ren.

See What students see.

The report says Not ready

On the Reports page, Not ready means none of the assignment's scripts are marked complete yet.

1. A report only uses scripts you have marked complete. Finish marking the assignment.
2. Click Build class report on the assignment page, or Generate on the assignment's card on the Reports page.
3. If a class report fails, its card says Failed. Click Try again on the card, or Build class report again on the assignment page.
4. If a student's report fails, click Try again on the student's row under Student Reports.

See Read the class report for an assignment and Read a student's progress report.

The page says Not saved

Keep the page open and check your internet connection. Wait for Saved before you close it.

What's next

• FAQ: quick answers to common questions
• Contact us: if none of these fixes it