How to help a learner that's having difficulties logging in

Introduction

In this article, we’ll step you through helping a learner that’s experiencing difficulties logging in.

Top tips before you begin

If your learner is receiving an error that says, “We’re having problems logging you in. Please double-check your login details, if you continue to have problems please contact your administrator” this will be occuring because of one of the following:

• Your account has anti-cheat functionality enabled, and the learner is logged in from a different device, window or tab
• The learner is using the wrong login details

A. If your account has anti-cheat functionality enabled, ask your learner to ensure that they are not logged in from another device, window or tab

If your account has anti-cheat functionality enabled, your learner will not be able to log in from multiple devices, windows or tabs.

1. Ask them to ensure that they aren’t logged in from anywhere else.
2. Ask them to wait 30 minutes and try again.

If your account doesn’t have anti-cheat functionality enabled, or if you’ve tried the above steps already, move onto section B.

B. If you’re using email addresses to log in, ask your learner to try using the forgotten password tool

If your learners have forgotten their password, and you use email addresses to log in, you should ask the learner to try resetting their password using the forgotten your password link on the login page. To reset their password, they need to:

3. Click the Forgotten your password? link beneath the login fields.

4. Enter their email address.
5. Click the Confirm button.

NOTE: For security reasons, we show the 'An email has been sent...' message for every submission, in order to prevent phishing attempts.  However, they will only receive an email if the email address they submitted is on the system as a learner.

After 2 – 5 minutes, they should automatically receive an email with their login details. If they haven’t received the email, ask them to:

6. Check their spam/junk items.

If they still can’t find the email in their spam/junk items, ask them to follow steps 1 to 4 again. As part of data protection and information security best practice, the forgotten password tool will always say that an email has been sent, even if it hasn’t. This means that if your learner mistyped their email address, they may think they’ve been sent a password reset link even though they haven’t.

If your learner still isn’t receiving the password reset email and they’re definitely using the correct email address:

7. Contact your IT team and ask them to complete the whitelisting detailed here: Email filter configuration
8. It might take your IT team some time to complete step 7, move onto section C.

C. Manually reset the learner’s password

If your learner has tried the forgotten password tool, you can manually reset their password for them. To do this:

9. Log into your LMS.
10. Click the Learners button.

11. Find the learner.
12. Click the next to them.

13. In the Password field, enter a new password for the learner.
14. In the field below, re-enter the password.

15. Scroll to the bottom of the page and click the Save button.
16. Go to the learner login page and login as that learner to confirm it's all working correctly.
17. Tell the learner what their login details are, ensuring that you clearly provide them with their email address or username as well as their password.

D. The learner is still having problems. What should I do now?

If the learner is still having problems, go to the learner login page and test whether you are able to log in using their details.

• If you are able to log in but the learner isn’t, this indicates that the learner is having problems. Visit the learner and work with them in person, or try a screen sharing session with them.
• If you aren’t able to log in using the details you provided at step 16, try following the steps in section C (steps 9 – 16) again.