The site loads but my Learner cannot login

Common troubleshooting tips if Students are struggling to login

1. Please ensure they are using the email address specified at time of registration. You can check this on their profile page accessed from the 'Learners' page

2. Please ensure they entered the email address in the correct format – common issues include incorrect email extensions; @gmail.com vs. @googlemail.com, or .co.uk vs .com

3. Please ensure they are using their most recent password

4. Check their browser is not over-typing their password based on a saved record (that may be out of date). Ask them to try and manually type their password into the password box.

5. If they cannot remember their password advise them to click ‘Forgot my password’ on the login page and enter the email address they used to register for the platform. A password reset link will be sent within a couple of minutes to the email address 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.