Common Login Issues

If you’re having difficulty logging into your account, this article includes troubleshooting steps you can take to resolve common login issues and resume your learning experience.

Issue Solution
Using the incorrect password. Reset your password.
No account exists in the system. Ask your organization’s learning leader to create an account for you in the platform. 
Using an email address not associated with your account. Often this occurs when someone has multiple email addresses, e.g. after a name change or company acquisition, and the organization’s learning leader that created the account used a different email address than the one used when trying to login.  Ask your organization’s learning leader to check the email address associated with your account. If needed, they can change the email address at any time without creating a separate account.
Using the incorrect URL. Make sure you are using the correct URL. Trials use a different URL than organization sites so if you are trying to access a Trial, please use the URL provided for your Trial. 
Trying to login using a link to a page you do not currently have access to. Typically this issue occurs when links are shared with people who either do not have an account or who do not have access to the specific page. Check with the person that sent you the link to ensure you should have access. If you do not have an account and need one created, or if you do not have access to a page you believe you should have access to, contact your organization’s learning leader.
Unable to login via SSO. Often, this occurs when an incorrect external GUID (typically employee ID number) was supplied by the organization’s learning leader when the account was created. If the external GUID for an account in our platform does not match the one in your organization’s HR system, the user will be unable to login. Contact your organization’s learning leader to ensure they used the correct external GUID (typically employee ID number) when creating your account. If needed, the organization’s learning leader can update the account to the correct external GUID, or contact your IT team if needed, and you should be able to login. 

If the proposed solutions above still do not provide resolution to your issue, please contact Support using the Contact link at the top of the page. When contacting Support, please provide the following information:

  • First and last name
  • Email address associated with your account
  • Organization/Company name
  • Detailed description of your issue
  • Screenshot(s) where applicable
  • Course or area of the platform you are trying to access
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