Your learners are having trouble and you need help resetting their password? Well, we're here to help! But before reaching out, there are a few things you can do from your end to try and recover it quickly.
Option 1 - Check if this learner has created their account yet on the Users page > Learners section
Step 1: If they haven't activated their account, it will show "pending" and that's why they can't log in; they haven't created their account yet.
Step 2: Click on the envelope icon to resend the invitation email - you can also filter the learner page by "Pending" to see who else might need this email again
Step 3: Send them the activation link by clicking on the learner name > on the left at the top click the three little dots > then choose "activation link" which you can send them and it will look like this when they click it:
Step 4: If they have activated their account, it will show "active".
NB: If their status says active, then the activation link won't work
Option 2 - Have the learner click "Forgot password" when trying to log in.
Step 1: Send them this website. They will see the prompt below, and need to enter their email address to receive a link and reset their password.
Step 2: An email will be sent to them with a link to automatically log them in.
Step 3: Once they have logged in, they will need to update their password.
NB: If they still can't reset their password, reach out to us and we will check our email server to see if the email has hard bounced.
If your learner needs to update their email address: You can update your email address as a trainer or learner while logged into your account by clicking on the circle icon in the bottom left corner then 'Edit profile'. You can update the current email address and click 'Save'.