Q: How do I reset a user's password?
Admin → Users → search for the user → open their profile → Send Password Reset Email. The user receives a time-limited reset link. You can also set a password directly from the profile page.
Q: How do I remove a user from an organisation without deleting their account?
Open the organisation → Members → find the user → set their status to Inactive. They retain their account and history but can no longer access the organisation.
Q: Can I delete a collection?
Collections cannot be deleted via the UI once they have records (to preserve audit history). Archive the collection by deactivating all views. Contact a Level 3 admin to discuss hard deletion if required.
Q: How do I find a user's API key?
Admin → Users → open the user → API Credentials section. The API key is visible (not masked) to Level 3 admins.
Q: Why is a user seeing “You don't have access to this”?
Either: (a) they are not an Active member of the association (check status = 1 in Members), or (b) they lack the specific permission bit for that feature (check Permissions). The no-access page lists who can grant access.
Q: How do I see what a specific user has done on the platform?
Admin → Audit Log → filter by user. All login events, content access, and admin actions are logged.
—
Q: A learner says they completed a lesson but I can't see it in the analytics.
Check: (a) the material type — some require the learner to manually click “Mark Complete”; (b) the learner is viewing the lesson in the correct class context; © the analytics are not filtered to exclude that date.
Q: Can I hide a lesson from learners without deleting it?
Yes — set the lesson status to Draft or Archived. Draft lessons are visible only to educators. Archived lessons are hidden from all users.
Q: How do I copy a lesson from one class to another?
Currently lessons are linked to an association. To reuse a lesson, either: (a) add both classes to the same association, or (b) create the lesson in a shared organisation that both classes can access.
Q: Can learners see each other's quiz scores?
No. Quiz results are private to the individual learner and visible only to educators with Course Progress reporting permission.
—
Q: I forgot my password.
On the login page, click Forgot Password and enter your email address. You will receive a reset link. If it doesn't arrive within 5 minutes, check your spam folder or ask your administrator.
Q: I can't see my course / lesson.
Check with your educator that: (a) you have been added to the class as an Active member, and (b) the lesson has been published. Your educator can verify this from their class panel.
Q: My SCORM package keeps restarting from the beginning.
The package uses suspend data to save your position. This requires cookies to be enabled in your browser. Check: (a) cookies are enabled, (b) you are not in private/incognito mode, © third-party cookies are not blocked (the SCORM content may be hosted on a different domain).
Q: Can I download lesson content for offline use?
LEAST links to content on external platforms and does not download content for offline use. For offline access, check whether the original content platform (e.g. YouTube) offers offline downloads.
Q: My badge link says “invalid” when I share it.
Ensure you are sharing the Assertion URL (from My Badges → badge detail → Copy Badge URL), not the URL of your My Badges page. The assertion URL is publicly accessible without login.