Troubleshooting Login Issues

Please follow each step below if one of your participants has issues logging in.

Step 1:

  1. You were emailed a copy of your completed enrollment spreadsheet. Please find and open the spreadsheet.
  2. Compare the participant’s email address on the enrollment spreadsheet to the one they use to log in.
  3. Are they exactly the same?
    • No:
      1. They should log in with the email address provided by your company on the enrollment spreadsheet.
      2. After logging in, they should go to their profile and change their email address to the correct one. View instructions on how to do this.
      3. On your copy of the enrollment spreadsheet, update the participant’s email address and highlight it in orange.
      4. Email the updated enrollment spreadsheet to your Implementation Consultant so the participant’s username can be updated.
    • If you can’t find the participant on the enrollment spreadsheet:
      1. The participant was not enrolled.
      2. Add the participant to the enrollment spreadsheet and highlight their row in yellow.
      3. Email the updated enrollment spreadsheet to your Implementation Consultant.
    • Yes:
      1. Go to Step 2.

Step 2:

  1. Walk the participant through each step in the login instructions to make sure they are following them correctly.
  2. If they are unable to log in, go to Step 3.

Step 3:

  1. If they forgot their username, provide them with the correct username from the enrollment spreadsheet.
  2. If they are unable to log in, go to Step 4.

Step 4:

  1. If they forgot their password, they should learn how to reset their password.
  2. If they do not receive a password reset email, have them check their spam folder.
  3. If the reset email is not in their spam folder, double-check to make sure their email address is correct on the enrollment spreadsheet.
  4. If the email address is incorrect:
    1. The reset email is being sent to the wrong email address.
    2. On your copy of the enrollment spreadsheet, update the participant’s email address and highlight it in orange.
    3. Add a note stating you would like the participant’s email updated and password reset.
    4. Email the updated enrollment spreadsheet to your Implementation Consultant so the participant’s email and password can be updated.
  5. If the email address is correct, talk to your network administrator and ask them to whitelist @businesstrainingexperts.com.
    1. Ask your network administrator how long it will take to whitelist the domain.
    2. Try again after that time period has elapsed.
  6. If they are still unable to log in, go to Step 5.

Step 5:

  1. The above four steps solve 99.9% of all login issues.
  2. As you progress through steps 1–4, please document the results.
  3. Take screenshots of the participant’s computer screen for each step.
  4. Email a detailed explanation of the issue along with screenshots and a description of each step to the Implementation Consultant that emailed you your completed enrollment spreadsheet. Include the contact information for your network administrator and the date they whitelisted @businesstrainingexperts.com.