Learner Support

Use this guide to troubleshoot the most common course access, training completion, certificate, and learning plan issues in the Learning Portal.

I Can’t Find My Assigned Training

If a required course or learning plan is missing, it may not have been assigned to your account yet.

1. Check both your homepage and My Activities page.
2. Verify that you are logged into the correct account.
3. Refresh your browser and sign in again.
4. If your institution recently assigned the training, allow time for the assignment to appear.

My Course Won’t Open

Course launch problems are usually caused by browser settings, pop-up blockers, or network restrictions.

1. Try a different browser.
2. Clear your browser cache and cookies.
3. Disable pop-up blockers.
4. Temporarily disable browser extensions.
5. Try opening the course in a private/incognito browser window.

If the course still does not launch, contact your Training Administrator.

My Course Won’t Advance

Some courses require all content to be viewed before the next section becomes available.

1. Allow videos to play until they are fully complete.
2. Complete all required interactions on the page.
3. Avoid skipping sections.
4. Wait for the course to finish saving your progress before closing the browser.

The Learning Portal Isn’t Saving My Progress

Progress-saving issues are often caused by browser settings or interrupted internet connections.

1. Use a supported browser.
2. Avoid opening multiple course windows at the same time.
3. Maintain a stable internet connection.
4. Allow the course a few seconds to save before closing the browser.

If progress continues to be lost, contact your Training Administrator.

Why Is My Learning Plan Locked?

Learning plans may require courses to be completed in a specific order.

You may be unable to access certain courses until prerequisite courses have been completed.

1. Review any courses marked as incomplete.
2. Complete required prerequisite courses.
3. Check whether the learning plan includes deadlines or other restrictions.

Why Am I Receiving Training Reminder Emails?

Reminder emails are automatically sent for incomplete required training.

You may continue receiving reminders until:

• The training is completed.
• The assignment is removed.
• The training deadline is updated.

If you believe you received a reminder in error, contact your Training Administrator.

I Need a Verification Code for My eSignature Course

Verification codes are provided within the eSignature training process.

If you need assistance locating your verification code, refer to:

How to Get a Verification Code for Your eSignature Course

My Course Shows “In Progress” Even Though I Finished It

This usually occurs when one or more course completion requirements were not recorded successfully.

1. Reopen the course and review any incomplete sections.
2. Verify that all videos and activities were completed.
3. Refresh the page and allow time for completion records to update.

If the course still shows In Progress after several hours, contact your Training Administrator.

Where Is My Certificate?

Certificates are only available after successfully completing a course.

1. Verify that the course shows as completed.
2. Allow time for completion records to update.
3. Check your completed training records.

I Retook a Course But Didn’t Receive a New Certificate

Retaking a course does not always generate a new completion record automatically.

Depending on your institution’s setup, you may need to be formally re-enrolled before a new completion can be recorded.

Still Need Help?

If you’ve completed the troubleshooting steps above and are still experiencing issues, contact your Training Administrator or reach out to our Tier 1 Support using the chatbot or Submit A Ticket at the top of the page.