Accessing the Portal

Use this guide to troubleshoot the most common account access, login, password, username, and Single Sign-On (SSO) issues in the Learning Portal.

I Can’t Log In

The most common causes are an incorrect password, an inactive account, or issues with your username.

Password Issues

1. Verify that you are using the correct password.
2. If you received a temporary password from your Training Administrator, copy and paste it directly from the email.
3. Make sure no extra spaces were included when entering the password.
4. Try opening the Learning Portal in a private/incognito browser window.
5. Reset your password.

Username Issues

1. Confirm that you’re using the correct email address.
2. Check for spelling mistakes.
3. Verify whether your institution uses a personal or institutional email address for training.

Account Status Issues

1. Your account may have been deactivated by your institution.
2. Your institution may have changed login methods.

I Forgot My Password

You can reset your password using the Forgot Password option on the login page.

1. Select Forgot Password.
2. Enter the email address associated with your account.
3. Follow the instructions in the password reset email.

If you do not receive the email, see I Didn’t Receive My Password Reset Email below.

I Didn’t Receive My Password Reset Email

Password reset emails are often delayed or filtered by email providers.

1. Check your spam or junk folder.
2. Verify that you entered the correct email address.
3. Wait a few minutes and try again.
4. If your institution uses Single Sign-On (SSO), password reset emails may not apply to your account.

My Password Isn’t Working

Saved passwords and temporary passwords are the most common causes of password issues.

Temporary Password Issues

1. Copy and paste the temporary password directly from the email.
2. Make sure no extra spaces are included.
3. Verify that you are using the most recent password provided.

Saved Password Issues

1. Open the Learning Portal in a private/incognito browser window.
2. Manually enter your password instead of using a saved password.
3. Clear any saved credentials stored by your browser.

My Username Is Already Taken

This usually means you already have an account.

1. Use the Forgot Password option before creating a new account.
2. Check whether you previously completed UE training using another email address.
3. Contact your Training Administrator before creating a second account.

Creating duplicate accounts may prevent your training history from appearing correctly.

My Institution Uses Single Sign-On (SSO)

Some institutions use Single Sign-On (SSO) instead of Learning Portal passwords.

If your institution uses SSO:

• You may not need a Learning Portal password.
• Password reset emails may not work.
• You must sign in through your organization’s authentication system.

If you are unsure whether your institution uses SSO, contact your Training Administrator.

I’ve Taken UE Training Before, But I Can’t Log In

This can happen if your account is inactive, associated with a different email address, or your institution has changed login methods.

1. Try resetting your password.
2. Verify that you are using the correct email address.
3. Check whether your institution now uses Single Sign-On (SSO).

Still Need Help?

If you’ve completed the troubleshooting steps above and still cannot access your account, contact your Training Administrator.

Your Training Administrator can:

• Verify your account status
• Confirm your username or email address
• Reset your password
• Assist with SSO-related login issues
• Verify your training assignments