Who to Contact When You Can't Access a Licensed App

If you're unable to log in to or access a school-licensed app, this article helps you determine the right contact and gives you steps to try before reaching out.

Try These Steps First

1. Check you're using the right sign-in method — most RCS apps sign in via Clever (Google), Office 365, or a school-specific username. Using a personal email or wrong account type is the most common cause of access issues.
2. Clear your browser cache and cookies — press Ctrl + Shift + Delete, select "All time," clear cached files and cookies, and try again.
3. Try an Incognito/private window — this rules out browser extension conflicts.
4. Try a different browser — Chrome is recommended for most RCS apps.
5. Check if it's a broader outage — ask a colleague if they're experiencing the same issue. If multiple people can't access the app, it may be a service outage.

Who to Contact by App

How to Submit an App Access Request to IT

1. Go to acarcs.zendesk.com and submit a ticket.
2. Include:
   • The app name
   • Your email address and role (student, teacher, staff)
   • What happens when you try to log in (error message, screenshot if possible)
   • What sign-in method you used

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• FACTS Attendance Troubleshooting
• Who to Contact When Self-Service Doesn't Work

Contact IT Support

If you continue to experience issues, please reach out to the RCS IT Help Desk:

• Submit a ticket through the IT Help Desk Portal
• Email: helpdesk@redlandschristian.org

Keywords: licensed app, can't access, login, troubleshoot, software

RCS Information Technology · IT Help Center