Learnable uses two separate verification methods to keep your account secure. This page explains each method and answers common questions. If you're having trouble signing in, first check which verification screen you're on - Email OTP or Authenticator App - then please refer to the relevant section below.
📧 Email One Time Passcode (OTP) verification
When Learnable detects a sign-in from a new device, network, or location, a one-time passcode (OTP) is sent to your registered email. Enter this code to verify your identity. You may also receive a warning email if suspicious activity is detected.
As an initial step, please confirm:
✅ Ensure you are on the Email OTP screen, not the Authenticator App screen
✅ Ensure you check the correct email inbox (not your personal email)
✅ Check your junk and spam inboxes
✅ Try re-sending the email code once, then check your email inbox
Q. What does the email OTP screen look like?
Q. Where do I find my OTP code?
Check the inbox of the email address registered to your Learnable account. For NSW public school students and teachers, this is your education email address, not your personal email. For private institutions, please check your institution email address.
Q. I'm not receiving the OTP email
Check your spam and junk folders first - OTP emails may occasionally get filtered. Please also make sure you're on the Email OTP screen, not the Authenticator App screen as these are two different steps. Authenticator App codes are never sent by email. Also ensure you are checking your registered email address inbox and not a personal email address.
Q. I've tried everything, what else can I do?
Occasionally, security systems may ask you to check a CAPTCHA or other anti-bot security step. You will not receive the OTP code until this has been completed. Once you complete the security step, try resending the email OTP and check your email after this step has been completed.
🔐 Authenticator App verification
This is a separate, second verification layer that uses an external app (such as Google Authenticator, Microsoft Authenticator, Apple iCloud Keychain, or 1Password) to generate a time-based code. It is required for workspace administrators and optional for all other users unless required by your institution workspace. Authenticator App codes are never sent by email.
Q. What does the Authenticator App screen look like?
Q. Where do I find my authenticator code?
Open the authenticator app you set up when you scanned the Learnable QR code. The code is displayed there and refreshes every 30 seconds. Can't remember what you used to set up authentication? Common apps include Google Authenticator, Microsoft Authenticator, Apple iCloud Keychain, and 1Password.
👉 Reminder: This code is not sent to your email. It is generated locally by your authenticator app.
Q. I'm checking my email but can't find the code
Authenticator App codes are not delivered by email. Open your authenticator app directly to find the code. If you haven't set up an authenticator app, you may have ended up on the wrong screen, please check whether you're being asked for Email OTP instead.
Q. How do I turn off authenticator verification?
This depends on your account role, please review the relevant steps for your account type. You can check your account user role in Settings → Account.
👉 For Workspace Administrators
Authenticator verification is mandatory and cannot be disabled while your account has admin status. This requirement is to protect sensitive school user data.
👉 For Teacher Users
If you're a teacher user or looking to demote yourself to a Regular Teacher role from Workspace Administrator:
First, demote your account in Settings → Workspace & Billing → Workspace Administrators (then remove your account from the list)
Once you are a Regular Teacher, disable authenticator verification in Settings → Account → Authenticator & Security Verification
Note: If your institution has set 2FA to mandatory for regular teacher users, you will be unable to turn off authenticator verification.
👉 For Student Users
If you're a student user, you can manage authenticator verification in Settings → Account → Authenticator & Security Verification
Note: If your institution has set 2FA to mandatory for student users, you will be unable to turn off authenticator verification.
Still having issues?
Send an email to [email protected] or if you are an institution leader, please contact your School Partnerships liaison at your convenience for immediate support.