Fixing Common
Problems

Most problems have a quick fix. Find yours below.

Signing in

Problem	What to do
"Invalid email or password"	Check you are on the right page. Admins and employees have separate sign-in pages, and the wrong one will refuse a correct password.
Cannot get past the "confirm your email" screen	Click the link in the email we sent when you signed up. Use the resend button on that screen if you cannot find it.
Signed out while working	Being idle for a long time signs you out. Sign back in. Everything you finished is saved.
Forgot your password	See resetting a password.

Emails not arriving

Check spam first — that solves it most of the time. Then check the address is spelled correctly. Then resend.

If nobody at your company is getting our emails, your email system is blocking us and your IT team needs to allow us through.

For admins

Problem	What to do
Invite buttons show a padlock	You need seats for that level, or you have an unpaid invoice. Buying the number the warning asks for is enough.
Bought seats but invites still locked	Refresh your dashboard. If you paid by invoice, invites stay locked until the invoice is paid.
CSV upload rejected rows	Each message gives a row number. See the CSV guide for what each one means.
"An employee with this email already exists"	That person is already on your list. Search your employee list rather than adding them again.
Certificate will not download	Tell us. The record is safe and the file can be rebuilt. Do not ask the employee to redo the training.
Paid but seats did not appear	Check your dashboard first. If the numbers are still wrong after a few minutes, contact us with your receipt.

For employees

Problem	What to do
A lesson is locked	Lessons open in order. Finish the quiz for the one before it.
"Quiz session not found"	Start the quiz again from the lesson. Nothing you passed is lost. Avoid having it open in two tabs.
Submit button will not press	Every question needs an answer before it turns on.
Keep failing a quiz	Read the lesson again. You need all 5 right, and answers move around each try, so read every option.
Invitation link does not work	If you already used it, sign in instead. If not, ask your admin to resend.
Wrong level assigned	Ask your company's admin. They choose who takes what.

Which browser to use

Any up-to-date browser works — Chrome, Edge, Safari, or Firefox. Phones and tablets work too. If something looks odd, try a different browser before assuming it is broken.

Still stuck

Send us a message. Tell us your company name, what you were trying to do, and exactly what the screen said. That gets you a useful answer on the first reply.

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