If you are having difficulties signing in to your account or have forgotten your password, please follow these steps to reset your password:

• 1. Go to the parent sign-in page.
• 2. Click the ‘Can’t sign in?’ link.
• 3. Select 'I've forgotten my password' and click the green 'Next' button.
• 4. Enter your email (parent username) you used to register and click the green 'Next' button.
• 5. A link will have been sent to your email address to reset your password, click on the link and enter your new password.

Please make sure that you don't have any extra spaces before or after your email address, as the system is sensitive to extra spaces.

If you haven't received an email with your password reset link, please try again and check you spam folder.

You can view and edit your child’s details and settings. This includes name, school year, gender, username and password.

• 1. Sign in to your 'Parent Zone'.
• 2. Go to 'My children settings' and select 'Edit Settings' for the child you wish to change, as required.
• 3. Click 'Edit' next to the details you wish to change.
• 4. You'll then be able to change your child's details.
• 5. Click the green 'Save' button next to the child's details.

To add a child to your account please follow these steps:

• 1. Sign in to your 'Parent Zone'.
• 2. Click 'Add Child'.
• 3. Select a payment plan.
• 4. Enter your child details.
• 5. Click on the 'Proceed to checkout' button and follow the instructions to set up your subscription.

Once signed in to your parent account you can view and update your child usernames and passwords from your Parent Zone > My children settings.

Please note that your children will need to use these child usernames and passwords to sign in if they want to complete session at the same time on different devices.

If your child is finding their current sessions in The Maths Factor course too easy or too difficult you can move their position to something more suitable yourself. To change the topic your child is working on:

• 1. Go to the 'Course topics' page (when your child is signed in).
• 2. Click on the topic that you would like.
• 3. You'll be asked to select a module - select the first one (unless you would like to start further into the topic).
• 4. You'll then be prompted for your parent password. This is required any time your child moves position within the course.
• 5. Once you've put in your password, your child will be able to start their session in the new topic from their 'Home' page.

If you would like some information on the material covered in each topic, including which school years the topics correspond to, review our Topic guide.

(Note that we don't show this age guidance to the children, so they have the option of working at their own speed.)

If you would like like to update your subscription, to change your payment frequency or update your card details, you can do this from your parent zone on the website by following these steps:

• 1. Sign in to your 'Parent Zone'.
• 2. Go to 'My account settings'.
• 3. Scroll down to the 'My children and subscriptions' box. You'll then see either a green button that reads 'Active. Click to change' or a red button that reads 'Issue. Click here' next to your child's name – click this button.
• 4. Click the blue 'Change subscription' button.
• 5. Make sure the correct payment frequency is selected then scroll down and click the proceed to checkout button. You will then be asked to input your payment details.

That's it! Your child will then be able to continue with their course as usual: their marbles and sums counter will not be lost and you will be refunded for any days remaining on your current subscription.

If the yellow button that reads 'Processing payment' or 'Reattempting payment' is showing next to your child's name, we are currently trying to take a payment from your account so you will be unable to make any changes to your subscription at this time. Please come back to try again in a couple of days.

If the grey button that reads 'Expired. Click to resubscribe' is showing next to your child's name then click the button to set up a new subscription.

If you would like to cancel your subscription, you can do this from your parent zone on the website by following these steps:

• 1. Sign in to your 'Parent Zone'.
• 2. Go to 'My account settings'.
• 3. Scroll down to the 'My children and subscriptions' box. You'll then see either a green button that reads 'Active. Click to change' or a red button that reads 'Issue. Click here' next to your child's name – click this button.
• 4. Click the red 'Cancel subscription' button.
• 5. Follow the on-screen instructions to cancel your subscription.

Your child will continue to have access until the end of the current payment period.

If the yellow button that reads 'Processing payment' or 'Reattempting payment' is showing next to your child's name, we are currently trying to take a payment from your account so you will be unable to make any changes to your subscription at this time. Please come back to try again in a couple of days.

If you are having difficulties setting up your subscription payment or your card is being declined please make sure that the billing address matches the address your bank has stored for your card.

If you have a technical issue please try clearing your browser cache, accessing The Maths Factor via a different website browser or by trying on a different device, if you have one.

If you are still experiencing problems, please detail your issue below letting us know what device, operating system and website browser you are using.

If you would like some information on the material covered in each topic, including which school years the topics correspond to, review our Topic guide.

(Note that we don't show this age guidance to the children, so they have the option of working at their own speed.)

If your child is finding their current sessions in The Maths Factor course too easy or too difficult you can move their position to something more suitable yourself. To change the topic your child is working on:

• 1. Go to the 'Course topics' page (when your child is signed in).
• 2. Click on the topic that you would like.
• 3. You'll be asked to select a module - select the first one (unless you would like to start further into the topic).
• 4. You'll then be prompted for your parent password. This is required any time your child moves position within the course.
• 5. Once you've put in your password, your child will be able to start their session in the new topic from their 'Home' page.

If you have a positive story you would like to share with us please use our Tell us your story page, otherwise please let us know any feedback and suggestions below.