How to Resolve Login or Account Access Issues on Labster
If you are experiencing login or account-related issues on Labster, the following solutions may help resolve common problems:
Resolving 'User Already Exists' Errors
If you encounter a 'user already exists' message while trying to create a Labster account from an email invite, follow these steps:
Do not attempt to create a new account.
Log in directly at the URL provided in the invite email. - This ensures you can access the account that has already been created in the system.
Checking for an Existing Labster Account
If you are unsure whether a Labster account exists under your email address, try the following:
Ensure that you are using the correct email address linked to your Labster account.
If no account is found, support teams may assist by searching under your instructor or institution details (e.g., first name, last name, and institution email address).
What to Do if You Didn't Receive a Sign-In Email
If you have not received an email to sign in but believe an account exists, follow these instructions:
Visit the Labster login page and try logging in directly using your email address.
Reset your password by clicking the 'Forgot password' link on the login page if you cannot recall it.
If you have access through a custom platform like study.com, ensure you are using the correct log-in methods as per your institution's guidelines.
Getting login page after loading the simulation from LMS
If you are redirected to the login page after loading the simulation from your school Portal LMS, it's a browser setting issues. Labster requires cookies to function properly, so you need to make sure cookies are enabled in your browser.
Instructions for Microsoft Edge:
Open Microsoft Edge.
At the top right, click the three dots > Settings
From the left panel, click Cookies and site permissions.
Under Cookies, click Cookies and site data.
Enable Allow sites to save and read cookie data (recommended).
Disable Block third-party cookies.
Tracking prevention in Microsoft Edge - Edge has a privacy feature called Strict tracking prevention. It is also recommended to disable this feature, and switch it to Basic or Balanced.
From the left hand panel of the Settings page, click
Privacy, search, and services > Tracking preventionSelect Basic or Balanced
Instructions for Mozilla Firefox:
Open Mozilla Firefox.
Click on the three horizontal lines located in the top-right corner of the browser window. This will open a menu.
From the menu, click on the 'Settings' tab and select the 'Privacy & Security' section in the left pane to access the privacy settings.
Select the 'Custom' profile and untick the 'Cookies' option
Click on the 'Reload All Tabs' option.
Instructions for Google Chrome:
Open Google Chrome.
At the top right, click the three dots > Settings
Under "Privacy and security," click Site Settings.
Under "Content", click Third-party cookies.
Select Allow third-party cookies.
Then disable Send a "Do Not Track" request with your browsing traffic.
🚩Labster is exclusively compatible with Google Chrome version 114 and higher.
Here is how to update your Chrome browser: Update Google Chrome
Please do not hesitate to reach out to our Support Team if you have any questions or need assistance.
To get in touch with our Support Team, you can:
click on the blue button located at the bottom right of the screen
📚 Help Center article Contact Support
📧 or by email: customer.support@labster.com