If students sign in with Google or Microsoft before their email is tied to their student account, this will auto-generate an account that is not associated with your subscription.
Resolution:
District administrators can set up domain level security and update settings for single sign-on options with their faculty, staff and students in order to prevent this from happening in the future. Contact our support team to request domain level security settings or with help cleaning up duplicate student accounts at support@n2y.com.