Account & Access FAQ

Can I reset a user's password?

No, but you can send a password reset instruction. Although a user can use the 'Forgot Password' option on the login screen, Admins can also send a reset code.

1. Open Manage Team.

2. Select the options menu (three vertical dots) for any user.

3. Choose 'Reset Password'.

4. Reset instructions will be sent to the user's email address. The user will need to select the 'Reset' button and enter the reset code before choosing a new password. If the user ignores the reset request, they can still login with their existing password and will not be locked out.

User passwords are never revealed. Only the user can control their password.

How to delete a team user?

To delete a team user, follow these steps:

1. Open Manage Team.

2. Select the options menu (three vertical dots) for any user.

3. Choose 'Remove' and then select 'Yes'. User permissions and access will be removed. If the user has access to another account, this will not be affected.

I don't have access to an account

There are two ways to gain access to an account:

1. Request access from the Agent or Admin of the account.

2. If the account is new and you are the account Admin or Agent you can, use Accounts Management, select the Account Access option and manually add users.

I have access to an account on my list but some content is missing

Your account may have been set up with limited content access rights. If this occurs, please ask the Agent or Admin of the account to check your access to streams, pathways, stories, and/or groups.

I have access to an account but I can't see a feature

Your account may have been set up with limited feature access rights. If this occurs, please ask the Agent or Admin of the account to check which features you have been given access to.

I want to update my access to another account, how do I do this?

You can ask an Agent or Admin of the account to update your access. If this is not possible and you are an Originator and have permission, you can manually re-add access from Accounts Management by selecting the "Account Access" option.

I invited the Agent but the invite expired

If an Agent was invited to an account but the invite expired, you can resend the Agent invite from your Enterprise Account.

1. If you are signed in the Tenant Account, switch to the Licensee Account.

2. Go to Accounts & Access > Manage Team.

3. Go to Accounts Management.

4. Select Options on the Tenant Account with the expired invite.

5. Select Resend Invite.

6. Nudge the Agent to accept the invitation and set up their platform profile.

How can I migrate data from a different LMS onto the platform?

If you are thinking of migrating users from another LMS (e.g. Moodle) to the platform where previously completed learning content - along with associated analytics, badges, or certificates - needs to be preserved, this may require custom development.

The following may be required in order to achieve a migration that recreates historical records of imported/created users and content:

1. Existing content would need to be imported as SCORM, or created.
2. A registry of content would need to be created, which will be used to map completions.

3. An exported list from e.g. Moodle that contains user data and certificates, badges, and rewards.

4. A process script would need to be created to map users and create logs based on the e.g. Moodle data export.

A potential transfer would also depend on:

1. What data is available.

2. How the imported/created content is structured.

Contact your platform operator for more information.