Why can't Learners login to the platform?

This troubleshooting guide covers how to ensure your Learners are:

  1. Correctly able to load the login page
  2. Successfully able to login to the site

When Learners get in touch to say they can't login to the platform it's important to establish if they are having issues loading the site (to access the login page) or whether they are unable to login using their credentials (email address/username and password).

Why the site may not be loading:

1. Please check they have the correct address of the platform in the browser address bar. This is normally companyname.clicklms.com (note there is no ‘www’ before the address).

2. Confirm they are using a supported browser type and that they are on an up to date version of that browser. You can load the platform using Google Chrome, Mozilla Firefox and Apple Safari.

3. Please check the Learner has a good internet connection. We recommend a download speed of at least 5.0mb per second for the best user experience. If their connection is slower than this certain features may take longer to load. The Learner can check their internet speed at speedtest.net

4. The first time a Learner visits the platform, or after we have made significant updates to the platform functionality, the browser will download the platform application to your browser – depending on your internet speed this process can take several seconds. 

5. Ask the Learner to clear their cache and then refresh the page.

What to advise Learners having difficulty logging into the site:

1. Please ensure you are using the email address you specified at time of registration. And please ensure you entered the correct email, in the correct format – common issues include incorrect email extensions; @gmail.com vs. @googlemail.com, or .co.uk vs .com

Note: You can check the email address and/or username the Learner should be using to login from the Learner Profile page (Learners > Click the Learner's name).

2. Please ensure you are using your most recent password.

3. Check your browser is not over-typing your password based on a saved record (that may be out of date). Please try and manually type your password into the password box.

4. If you cannot remember your password click ‘Forgot my password’ on the login page and enter the email address you used to register for the platform. A password reset link will be sent within a couple of minutes to the email address you specified. This link will be valid for 1 hour and can only be used once.

Important: You should also check that the Learner's account is active and enabled. When you search the learner in the 'Learners' table their 'Access' toggle should be enabled (green). If it is red this means their access has been disabled. If it is grey it means the learner did not activate the account (by clicking on the link in the activation email they received at sign up). You can toggle their 'Access' to enabled manually.

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