Your dedicated Implementation and Support Team are Lydia, Thom, Katie and Ben. They are here to support all your customer care needs, from staff training, free webinars to admin support.
Below are our most frequently asked questions, however, if you need more personalised support you can contact us at email@example.com, telephone 0191 482 1939 (Option 3) or complete the enquiry form here.
I'm a parent, can you help?
Please see the ‘Advice for Parents’ video on our YouTube channel, simply click here to view. Unfortunately, due to data protection, we cannot give out any student usernames or passwords. Please contact your child’s school and ask to speak with the Lexia Coordinator.
Is there training available for Lexia?
Yes! We provide all schools with an annual review, to support you in getting the most from your school’s investment. If however you need further training and support, please get in touch with us by emailing firstname.lastname@example.org or call us on 0191 482 1939 and choose Option 3.
How do I allocate licences to my students?
Students will automatically pick up a licence when they log into the online program (after they have completed the auto placement test). You can see which students are using licences at www.mylexia.com by clicking onto the ‘Manage’ tab and selecting ‘Students’. Those who have a licence will have a small luggage tag icon next to their name.
I do not have a myLexia account, how do I get one?
Our Lexia Coordinator has left, and no one else can access the program as an administrator. What do I need to do?
Our Customer Support team can provide you with support in this instance. Your Headteacher will need to send a short email to them requesting a School Admin account is created, quoting their school’s name and details. You can reach them at email@example.com .
I have created my student accounts; how do they access the Lexia Student Program?
Students can access either Core5 (Primary) or PowerUp (Secondary) via the browser, your school’s unique URL or via the free app. If students visit www.lexiacore5.com or www.lexiapowerup.com, the site will ask them to enter a teacher’s email address before they can input their username and password. We recommend using your school’s unique link, which you can find at www.mylexia.com. Simply click onto the ‘Resources’ tab, and then select ‘Student Program’ for the relevant program.
Alternatively, you can download the free app. We recommend checking our system requirements first, to ensure you are using a compatible device. You can access these here.
How do I set up home use?
Our school-to-home letters provide parents with the information they need to set up home use. They are available in the Resources Hub for Core5 and PowerUp respectively. Students will need a teacher’s email address to access the program at home.
Tip: If you do not wish to give out your own email address, you can create a dummy account at www.mylexia.com (e.g. firstname.lastname@example.org). We recommend setting this account as ‘teacher read-only’ with a random password.
How do I evidence progression?
You can see student progress from the class overview. Clicking onto the Skill Progress bar will show you progress at the class level. The chevrons indicate where a student has bypassed those levels during the auto placement test. Ticks indicate where students have completed levels, and the percentages show progress through the current level.
Clicking onto a student’s name will show you their individual progress.
How do I reset my password?
Go to www.mylexia.com and type in your email address. At the next screen, you will see the ‘forgot password?’ link. Click onto this to send an email to your inbox with further instructions to reset your password.
We’re experiencing problems with Lexia freezing and kicking students out of the program. What can we do to resolve this?
The most common reason that may cause Lexia to freeze is related to any security filters that may be in place on your school servers. You can use our Whitelisting Document to support you ICT technicians in ensuring that all of the relevant areas are unblocked. If the problem persists, you can get in touch with our Technical Support Team by email on email@example.com or by telephone on 0800 883 0770.