Caribou Help / FAQ
Please look for your question among the >200 questions in our FAQ before emailing us. Caribou aims to be 100% self-service. This helps keep our services affordable.
To use this Help Tree, choose the appropriate category and subcategories. If you are unable to find your question, use the Contact Us form located in the leaves of this tree. Thank you for your help.
Questions & Answers:
How to recover a misplaced or forgotten access code?
-
How to recover a misplaced or forgotten access code?
Answer:
In general, here is how you can find a student’s access code if it is lost:
- If the Access Code is from a prior purchase, check your email inbox for the confirmation email.
- If that does not work, please contact the student's Caribou Coordinator (teacher/librarian/tutor/etc.) who can see the Access Code in their account under Manage & Print Access Codes in their Coordinator account.
- If that does not work, or the student is registered to the Caribou Virtual School, Contact Us. Please provide enough information for us to locate your account (i.e. School, grade, teacher, full name).
A student wrote two contests this year but with different access codes.
-
A student wrote two contests this year but with different access codes.
Answer:
For results to be calculated fairly in the Caribou Cup, a student must only have one access code. To fix this, you can sign in as a Coordinator and use the tool “Merge Two Student Accounts” under Manage Access Accounts. Make sure you are merging the correct accounts and that you enter the correct ‘FROM’ and ‘TO’ accounts. Please be careful as the merge cannot be undone.
A student has been registered under the wrong teacher.
-
A student has been registered under the wrong teacher.
Answer:
This is easy to fix. The right Coordinator must sign in and use the tool Move a Student to my Account. Then they have to enter the student’s first name, last name, and access code.
Do I have to manually copy my students from last year to this year?
-
Do I have to manually copy my students from last year to this year?
Answer:
There is no need to do this. It is far easier to hand out unassigned access codes at the start of the year (ensuring students receive access codes for the correct level). Once a student has used an access code to write a contest, it is linked to their account and you will be able to see their account information under Manage & Print Access Codes on your Coordinator Homepage.
Error: The access code you’ve entered has already been used for this test.
-
Error: The access code you’ve entered has already been used for this test.
Answer:
In this case, the student’s Caribou Coordinator should sign in to use “Remove Test Entry” to let the student start the contest. This tool appears on the Coordinator Homepage on contest days. It is possible the student accidentally opened and closed the contest without realizing it, or that somehow another student used their access code. Remember as a Coordinator you can sign in and go to the page “Manage & Print Access Codes” to see a list of students and their access codes to avoid this kind of situation.
How can I remove a student who no longer attends my school?
-
How can I remove a student who no longer attends my school?
Answer:
If the student’s new school also runs Caribou Contests, then the student’s new Caribou Coordinator can sign in and use “Move a Student to My Account” to move the student’s account over. Otherwise, it is okay to just ignore the student’s account. If the student paid for their own contest participation, and they no longer wish to have their old school on their certificate, then they can Contact Us to ask us to move their account to the Caribou Virtual School.
Why can I only generate K/1 access codes?
-
Why can I only generate K/1 access codes?
Answer:
After the October contest (which is free for all levels), you will only able to generate K/1 or Grade 2 access codes for free, because the K/1 and Grade 2 levels are free all year. To be able to generate access codes for other grades after October, you will need to make a purchase in the Online Shop. For example, you can purchase School Wide Contest Access or individual Contest Participation.
How can I change the grade of an access code?
-
How can I change the grade of an access code?
Answer:
If an access code has been used in one grade, like 5/6 then it can not be used in another grade later because that would mess up the Caribou Cup ranking. If you have a school wide pass then simply generate a new code for the correct grade and use that instead. Do not allow the student to participate in a contest more than once because question sets of different grade levels overlap and the student would get an unfair advantage by knowing some questions already. If you do not have a school wide pass then you could email us the access code, we could retire it and issue a new one, but the change of grade can not but be from grade K/1 to 2 or from grade 3/4 to higher grades because of the price differences for different grades. So, if you send the used code we could retire it and send a new code for grade 3/4.
How can I change the year of an access code?
-
How can I change the year of an access code?
Answer:
You cannot change the year which an access code is valid for. Any purchases are only valid from 1 July (or later if it was made later) to the next 30 June (the end of the Caribou Cup year). New access codes can be purchased through our Online Shop, and/or generated through the Coordinator homepage.
Did not find the answer?
Contact Us
Contact Us
Follow or subscribe for updates: