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Why do I see a "Locked Content"?

If you're seeing a lock icon next to content or are being prompted to "Create a Free Account" when trying to access a video, lesson, or tool, there are a few common reasons this might be happening.

locked content

1. You’re not logged in

If you’ve been inactive for a while, the platform may have automatically logged you out for security reasons — especially if you're using a shared device like a school computer.

🔐 What to do:
Log back into your Edge Factor account, then try accessing the content again.

2. You only have a free account

Edge Factor offers a variety of free experiences, but the majority of our content is only available through a paid membership. Free users will see locked icons next to premium features and media.

🆓 If you created a free account and want full access, reach out to your school or district lead to confirm whether you should be linked to a premium membership.

3. You’re not enrolled in your school or district’s membership

Check the top right corner of your screen — you should see your school or district name listed beneath your name. If it’s missing, that means your account is not properly enrolled in your organization’s membership.

Educators:  If your school has a paid Edge Factor membership, email our support team at support@edgefactor.com and they will get you connected to your school.

Students:  It’s possible that your teacher has not yet added you to their class. We recommend sharing this article with your teacher so they can help connect your account.

4. Your school or district’s membership may have expired

If you’re properly enrolled and still seeing locked content, it may be due to an expired membership.

🔎 To check your membership status:

  1. Log into your Edge Factor account

  2. Click the gear icon on the yellow menu bar

  3. Select “My Account”

  4. Click on “Products” to view your access

If it appears that you no longer have a valid membership, your school or district may need to renew.

📧 Contact sales@edgefactor.com for help confirming or renewing your access.

Still need help?

If none of the above apply or you're unsure what to do next, contact our Support Team.
📧 support@edgefactor.com
Please include your name, email, role (student, educator, or admin), and the name of your school or organization.