Support & Help

Check your email and password (passwords are case-sensitive). Use "Forgot password" on the sign-in page to receive a one-time code by email. If email delivery is not configured for your installation, or your account is suspended or deactivated, contact your organization’s administrator, who can reset your password or reactivate you from User Management.

Open the invitation link (it points at Forgot password with your email filled in), choose "I have a code" and enter the code from the email. Codes expire after ten minutes; ask your administrator to re-send the invite if yours has lapsed.

Your organization has turned self-registration off. Accounts are created or imported by an administrator; ask them to invite you.

Your account holds more than one role (for example instructor and learner). Use the portal switcher in the header to move between them. Managers also see My Team inside the learner portal without needing an extra role.

Large course packages take a moment on slower connections; a loading indicator shows while content downloads. If nothing appears, refresh the page. If the problem persists, report the course name and unit to your administrator or instructor.

Most courses unlock units in order: finish the previous unit in the module and the next one opens. The course outline shows a lock icon with the prerequisite’s name.

Quizzes enforce the attempt cap and time limit set by the course author, and your best attempt counts. If you believe an attempt was lost to a connection problem, ask the instructor; they can see every attempt on the quiz results tab and an administrator can reset your progress on the course.

Progress saves when content reports it (SCORM courses save on their own checkpoints) and learning time records only while the course tab is visible. Keep the tab in the foreground and finish units through the course’s own completion flow.

Certificates are issued automatically when you complete a course that awards them (some require a passing score). Find them under Certificates in your learner portal. Every PDF carries a verification link that anyone can open without an account to confirm validity, holder name and course. Certificates can expire after a validity period set by your administrator; the verification page says so.

Some organizations moderate reviews before publishing. Your review appears once an administrator approves it. Reviews may also be limited to learners who completed the course.

Open My Profile and switch on "Hide me from the leaderboard". Your points are still counted for you but other learners no longer see you. Administrators can also hide staff or test accounts.

A required training passed its due date (plus any grace period) without being completed. Completing the course clears it immediately. Your manager and the training team can see overdue items, and you will keep receiving reminders until it is done.

The training recurs (for example annually). A renewal cycle opened, which resets the course so you complete it afresh. Your earlier completion and certificate stay on your transcript.

Ask your manager or the training team to request an exemption. It is reviewed with the reason and any evidence you supply; if approved, the item shows as Exempt on your plan and in the compliance register. Exemptions can carry an expiry date, after which the training is assigned again.

A nudge is a one-click reminder your manager sends from My Team for training that is due soon or overdue. It creates an inbox notification and, if email is configured, an email. Nudges are rate-limited so you will not be spammed.

My Team appears only when at least one person reports to you. Reporting lines are set by an administrator on the Organization page or through the HR import. Ask them to set you as the manager of your reports, or to delegate a team to you.

Reminders always appear in the in-app inbox (the bell). Emails are sent only when the installation has email delivery configured and the administrator has left "Email reminders" on. Check your spam folder, then ask your administrator.

Units are created from the items in imsmanifest.xml, in manifest order. Check that every SCO has a launch URL in the manifest. Re-uploading an updated package replaces matching units by identifier rather than duplicating them.

Its audience matched nobody at evaluation time. Open the audience and check the live preview: people must be placed in the departments, job roles or locations the rule names, be active, and belong to the organization. Fix the placement or the rule, then use Evaluate now on the assignment.

Deletion is refused while something still depends on it: people placed in the department (or sub-departments beneath it), people holding the job role, or assignments targeting the audience. Move or retarget those first; archive assignments to keep their history.

The preview lists every row with its outcome. Common causes: an invalid email, a new account without a full name, an email that already belongs to another organization, or a manager that would create a reporting loop. Fix the file and re-run; nothing is written until you confirm.

The Audit Log records every administrative action with the acting account, time and details, and can be filtered by actor, resource and date and exported as CSV.

An administrator creates keys under Developer → API Keys & Logs, choosing the scopes, rate limit and expiry. The key is shown once at creation. Send it as an X-API-Key header. Keys can be revoked instantly and every request made with one is logged.

A key only works within the scopes chosen when it was created, even if its owner has more permissions. Create a new key with the missing scope (or "all my permissions"). A 429 means the key’s per-minute rate limit was exceeded.

Browse every endpoint, read body schemas, download the OpenAPI document and call public endpoints. Protected endpoints need credentials: a read-only sandbox session (when the administrator has configured a demo account), your own sign-in, or an API key. The sandbox refuses all writes.