If you're experiencing issues connecting or reconnecting to Teaching Strategies GOLD® through HatchSync, here are some steps you can take to troubleshoot.
You may be encountering this issue if you see the following error message:
"Provided username and password could not be authenticated."
Step 1: Confirm Admin Access
Before troubleshooting, ensure that you are a Teaching Strategies Standard Administrator with access to the entire organization or all programs using HatchSync. If not, please connect with someone who has that access.
Step 2: Try Logging In Manually
- Using the same username and password entered in the HatchSync connection card, try logging in directly to Teaching Strategies GOLD®.
- If you’re able to log in:
- Verify that the HatchSync user is set up correctly. You can follow this guide: Org Admins: Activating HatchSync® – Part 1: Creating a New Admin in GOLD®
- If you cannot log in or don’t know the credentials, move on to the next step.
Step 3: Locate or Recreate the HatchSync User
- Log in to your own Teaching Strategies Standard Admin account.
- Search for the HatchSync user that should have been created during setup. If you can’t find them:
- Check with a TS admin who has organization-level access, as the user might be under a program or site you cannot see.
- If the user was deleted or never created, follow the setup steps again: Org Admins: Activating HatchSync® – Part 1: Creating a New Admin in GOLD®
Step 4: Reset the HatchSync User’s Password
- Once you find the user, click their name to view the username and email.
- Ensure the email is one you can access.
- Log out and use the “Forgot Password” option to reset the account.
- Confirm that you can now log in to Teaching Strategies as the HatchSync user and that their setup is correct.
Step 5: Reconnect in Hatch Insights
- Return to Hatch Insights and enter the updated username and password in the HatchSync connection card. Org Admins: Activating HatchSync® – Part 2: Connecting GOLD® to HatchSync
- The system syncs overnight, so it may take up to 24 hours to see documentation in Teaching Strategies.
Still Having Trouble?
- If the connection still fails in Insights, please contact Hatch Support for additional assistance.
- If you're unable to access Teaching Strategies at all, please reach out to Teaching Strategies support directly for help with your account.
Note: If you are reconnecting your HatchSync account, you may need to repeat the steps to manually match children once the sync has been completed overnight.