TUMO World accounts are linked to Google accounts, and their passwords are synchronized. This means that resetting a TUMO World password requires access to the student’s Google account, as the reset link is sent via email.

To resolve this dependency, a one-time password (OTP) is generated for the student’s Gmail account. This allows the student to log in, access the password reset email from TUMO World, and complete the reset process.

Note:
The process for newly registered students logging in for the first time is different. Please refer to the relevant article.

Before You Begin

Make sure that:

  • You are logged in to T360 with your staff account, and your User Role allows you to perform these actions.
  • The student is physically present, and their identity has been verified.
  • The student’s TUMO Google account is active. If not, you will need to activate it.

Resetting the Student’s Google Account Password (by Staff)

If a student has forgotten their password, they should first contact their Learning Coach or the Info Desk to receive a one-time password (OTP) for their TUMO Gmail account.

  1. Locate the student’s account in T360 and open it.
  2. Navigate to the Account section.
  3. Click the “Generate password” button.

The generated password is for the student’s TUMO Gmail account.

Video tutorial


Completing the Password Reset (by the Student)

The student should:

  1. Log in to Gmail using the newly generated password.
  2. Open TUMO World.
  3. Click “Reset password”.
  4. Enter their username.
  5. A password reset email will be sent to their Gmail account.
  6. Open the email and follow the reset link.
  7. Create a new password.
    • Use the eye icon to verify the entered password if needed.

Important:The new password must contain at least 8 characters, including:

  • Uppercase letters
  • Lowercase letters
  • Numbers
  1. Once completed, the new password will apply to both Gmail and TUMO World. 

Video tutorial


Handling Most Common Issues 

"Pressing “Generate password” brings up an error page “Error #2. Internal Server Error” "

Solution: Make sure the student’s TUMO Google account is active, using the "Other Accounts tab", you should activate the Google account. If the student does not have a Google account, create a new one. 

"The password reset email doesn't arrive!"

Solution: If the student has recently opened their Gmail account, the emails will take at least 15 minutes to arrive. This is a Google-related issue. Wait 15/20 minutes before resetting the password.

"After clicking the password reset link I see an error "Invalid token"."

Solution: The password reset email will expire after 24 hours. You will also see this error if the student has clicked the password reset button multiple times. This can result in multiple reset links being sent. Always find the most recent password reset email. If this doesn't work, request a new password reset email from the TUMO World by clicking "forgot password" again.



No other frequent issues have been detected with this workflow. If You detect a problem, please apply to TUMO Product support.