Training Platform Login Issues Troubleshooting Guide

Introduction 

This guide helps users resolve common login issues for the training platform, especially when there is confusion about which email address and password to use. Follow the steps below to confirm the correct login details and regain access to your training account.

Issue description

Users may be unable to sign in because they are entering the wrong email address, using an incorrect password, or trying to log in with an account that is not linked to the training platform.

Signs

• You receive an invalid email or password message.
• You are unsure which email address was used to create your training account.
• You reset a password but still cannot sign in.
• You can access other services, but not the training platform.

Basic troubleshooting steps

Use the checklist below to confirm the correct login information and rule out common issues.

• Confirm the email address associated with your training account.
• Use the password you created for the training platform, not your company or personal email password unless those are the same.
• Check whether you are using the correct login page for the training platform.
• Make sure Caps Lock is off and that you are entering the password exactly as created.
• Try resetting your password if you do not remember it.

What email and password should I use?

Use the email address that was used to register your training account. Your password is the one created for the training platform. If you do not know which email was used, check your training invitation, welcome email, or ask your administrator or support contact for confirmation.

If you are still unable to sign in

1. Try the password reset option on the login page.
2. Check your inbox and spam folder for the reset email.
3. Use the reset link to create a new password.
4. Sign in again using the registered email address and your new password.

Contact support

If you still cannot log in after confirming your email address and resetting your password, contact support or your training administrator for help. Include your full name, the email address you believe is linked to the account, and a description of the error message you see.

Additional information

If your organization uses single sign-on or a separate training portal, you may need to sign in with your work credentials instead of a separate training password. If you are unsure, check your onboarding instructions or ask your administrator.