Trouble Logging in with Single Sign-On (SSO)
Important: NSW DoE Single Sign-On is currently available for teachers only. Student SSO will be added in February 2026. In the meantime, students should use their username and password.
If you are having problems signing in with NSW DoE Single Sign-On, try the steps below. These fix most login issues teachers encounter in the Phonics Hero app.
It’s Remembering the Wrong Person
Sometimes the app/website “remembers” whoever last signed in on the device — for example, a parent’s Microsoft account or a student’s school email.
Fix
- On the same iPad or computer you use for Phonics Hero, open your usual web browser.
- Go to https://login.microsoftonline.com.
- If you’re already signed in, click your profile picture (top right) and choose Sign out.
- If you’re still not signed out, clear the saved sign-in:
- Chrome: Settings → Privacy → Clear browsing data → Cookies and site data.
- Safari (iPad/iPhone): Settings → Safari → Clear History and Website Data.
- Open the Phonics Hero again and sign in with the correct account.
You Are Unable to Log In to Phonics Hero After the Microsoft Sign-In
Symptom: You see a “Something went wrong” message or you return to the login screen.
This usually happens when the Department’s Multi-Factor Authentication (MFA) step does not appear. Staff and students must complete MFA when they are not on a school network (e.g., at home or on an iPad not connected to school Wi-Fi).
Fix
- On your iPad, go to Settings → Safari → Clear History and Website Data.
- Fully close Phonics Hero (swipe up to quit) and reopen it.
- On the login screen, leave the email and password boxes empty.
- Tap NSW DoE – Single Sign-On.
- When asked, approve the sign-in on your phone or via SMS (this is the MFA step).
- If prompted, tap Open in Phonics Hero to return to the app.
Still not working?
- Connect to your school Wi-Fi. This usually skips MFA entirely.
- If it’s still not working, please contact our support team with:
- Your school email address
- The date/time and timezone you tried to sign in
Microsoft is Giving You an Error Message
Symptom: You see a Microsoft error screen before reaching Phonics Hero. You never return to Phonics Hero after clicking “Sign in with Microsoft.”
This means Microsoft stopped the login before it even reached Phonics Hero. This happens when your school Microsoft account needs something updated or approved.
Common reasons:
- Your password or school credentials have expired.
- Your account permissions have recently changed.
- Your organisation requires an extra security step (MFA, device compliance, verification).
- Your account has not yet been given access to Phonics Hero.
Fix
- On the same device, open your browser and go to: https://login.microsoftonline.com
- Sign in with your school email.
- Follow any prompts to:
- Update your password
- Approve MFA
- Verify your identity
- Fix security or permission requirements
- Once you can sign in successfully in the browser, return to Phonics Hero and try again.
If it still doesn’t work
Please ask your IT team to check the Microsoft error on your account and confirm that you have permission to access Phonics Hero.
If helpful, you can send us details via our support page, and we can liaise with the Department.
