FAQs: Signing in and your account

My invitation email hasn’t arrived.
Check your Promotions and Spam folders. Invitations come from a DoNotReply address, which some inboxes filter. If it’s still missing, ask your administrator to resend it. See How to accept your invitation and set up your account.

I can’t register. The email field won’t let me change it.
That’s expected. You must register with the email address your invitation was sent to, so the field is locked.

I’ve forgotten my password.
On the sign-in page, click Forgot password and follow the email instructions. See How to reset a forgotten password.

The password reset email hasn’t arrived.
Wait a minute, then check your spam folder. Make sure you entered the email address your account uses.

Can I sign in with my username instead of my email?
Yes. The sign-in page accepts either.

I was asked to choose an organisation when I signed in.
You belong to more than one organisation. Click the one you want to work in. You can switch later without signing out. See How to switch organisations.

My navigation looks different from yesterday.
You may have switched organisation, or between the admin and learner views. Your role can differ between organisations. See How to switch organisations.

How do I change my username or email?
You can’t change them yourself. Ask your platform admin.

The name on my certificate is wrong.
Update your First Name and Last Name in Basic Details. Certificates use this name. See How to update your profile details.

I’m an admin and can’t find My Profile.
Your profile is only available in the learner view. Click your name, then View as Learner, then My Profile. See General overview: Account & Billing.

I’m getting too many emails.
Turn off Email for the notifications you don’t need in Notification preferences, and keep In-app on. Notifications marked Required can’t be turned off. See How to manage your notification preferences.

Can I get my account back after deleting it?
No. Deletion is permanent, and you can’t sign up again with the same email address. Download your certificates first. See How to delete your account.