Accounts and Access

How do I log in to {{variable.Company Name}}?

Go to your organisation’s {{variable.Company Name}} login page and enter your email address and password. If your organisation uses single sign-on (SSO), you may be redirected to log in through your company’s authentication system.

I’ve forgotten my password — what should I do?

Click the Forgotten password? link on the login screen. Enter your Username and click Continue. You’ll receive a verification code to reset your password.

How can I change my password?

If your organisation doesn’t use SSO, log in and click your profile picture or name. Go to Settings > Change Password, then enter the required details to update your password.

Can I log in using Single Sign-On (SSO)?

Yes, if your organisation has SSO enabled, you’ll be redirected automatically or shown a button to log in via your organisation's identity provider.

How can I get a password reset or an account activation link?

You can request a password reset or an activation link at any time directly from your {{variable.Company Name}} platform's login page.

Password reset: Click the Forgot your password? link to have a reset email sent to your address.
Account Activation: Click the Activate my account link to have a code sent to your email.

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This self-service feature does not apply to users whose organisations use single sign-on (SSO) to log in. If your company uses SSO, you must reach out to your Platform Administrator or internal IT support team for assistance with passwords or account access.

Why didn’t I receive my reset or activation link?

The email is likely in your Spam, Junk, or Quarantine folder.

Action: Search for the email from noreply@mail.learn.link.
Fix: If you find it, add this email address to your safe senders list to ensure you receive future communications.

If that doesn't work, it could be that:

The email address linked to your account is incorrect.
Email notifications are disabled for your specific account or environment (especially common in Staging/Testing platforms).

Why can’t I access certain content?

Some content may only be visible to specific user groups. If you believe you should have access, contact your platform administrator or line manager.

How do I access my content?

There are several ways to locate content on the platform:

Direct notification: Click the link in a notification you receive (for example, via email or in-app) when content is assigned or shared with you.
Browse the Home page: Review content recommendations and featured items directly on the Home page.
Use Explore pages: Navigate through the Explore pages to browse content organised by topics, skills, or categories.
Advanced search: Use the search bar to look for specific titles, keywords, or authors, and apply filters for more precise results.
Ask Kiki: Get instant assistance and content recommendations by asking Kiki, {{variable.Company Name}}'s AI Assistant.

Why can’t I see a piece of content?

There are a few common reasons why content might not be visible to you:

Sharing Restrictions: The content has not been shared with you. Action: Contact your Learning Administrator to request access.
Status/Availability: The content is no longer active. It may have been archived, deleted, or set to Draft status (which only allows the author or specified collaborators to view it).
Pathways: If a Pathway won’t load, it's likely that a piece of content inside that Pathway has been deleted.
Still Can't Find It? If none of the above reasons apply, have an Admin contact the support team for a deeper investigation.

How do I remove colleagues on long-term absence from learning and notifications?

Method 1: Suspend the User

This is the fastest method and is best for temporary absences.

Suspend the user's profile.
This instantly removes them from all audiences and assignments, while also disabling all related notifications.
All of their learning data is preserved for their return.

Method 2: Use a Custom Field

This is a flexible solution if you need to specifically track long-term absence.

Set up a custom user profile field called "Long Term Absence" (or similar).
For any user on leave, set the value in this new field to "Yes".
Modify your existing audience structures to include a rule: exclude any user where the "Long Term Absence" field is set to "Yes".

Result: Users are automatically removed from assignments and audiences based on this field's value.

Getting to Know the Platform

What is {{variable.Company Name}} and what can I use it for?

{{variable.Company Name}} is a modern learning experience platform (LXP) where you can discover, complete, and track learning {{glossary.Content}} including articles, videos, events, and more. You can also collaborate with others, share content, and build skills aligned with your goals.

How do I find learning content on {{variable.Company Name}}?

Use the search bar at the top of the page to look for keywords, or browse through sections like Explore or your Assigned Learning.

How do I find relevant content on {{variable.Company Name}}?

There are several ways to locate relevant content on the platform:

Direct notification: Click the link in a notification you receive (for example, via email or in-app) when content is assigned or shared with you.
Browse the Home page: Review content recommendations and featured items directly on the Home page.
Use Explore pages: Navigate through the Explore pages to browse content organised by topics, skills, or categories.
Advanced search: Use the search bar to look for specific titles, keywords, or authors, and apply filters for more precise results.
Ask Kiki: Get instant assistance and content recommendations by asking Kiki, {{variable.Company Name}}'s AI Assistant.

How do I use the search and filter options?

After performing a search, you can filter results by Content Type (e.g. article, video), tags, whether it's endorsed, or if it’s assigned to you. You can also sort results by Recent or Popular.

What’s the difference between a Pathway and an article?

Pathway: A structured set of learning items grouped together by a theme or {{glossary.Goal}}.

Article: A standalone written piece of content, like a guide or resource.

Where can I find content that’s been assigned to me?

You can view all your assigned content on your Learn page, including in-progress items and your full completion history. To access it, go to Learn > Overview from the {{variable.Company Name}} menu, or click GO TO LEARN PAGE from your profile.

When do managers receive the Weekly Digest email?

The Weekly Digest is an automated notification sent every Monday. It provides managers with a summary of their team's learning progress.

To enable this feature, ensure the Manager toggle for EMAIL is enabled under Configure > Notifications.

A manager will only receive the email if they meet all of the following conditions:

Valid email: The manager must have a valid email address saved in their profile (visible in their listing in Manage > Users).
Hierarchy level: The system includes data for team members who are one or two levels below the manager in the organisational hierarchy (direct reports and their subordinates).
Relevant assignments: At least one team member must have an "In Progress" learning assignment that meets one of these conditions:
- Upcoming deadline: The assignment is due within 7 days of the email being sent.
- Overdue: The assignment is past its due date (overdue items are always included, regardless of the age of the assignment).

Learning Progress and Tracking

How can I mark content as complete?

Most content is marked as complete automatically once you've viewed it. However, for some content, you may need to click a confirmation button to indicate that you’ve read and understood the material.

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For more information, see Content Completions: What Marks a piece of content as Complete? in {{variable.Thrive Tribe}}.

How do I track my learning progress?

Go to your Learn page (Learn > Overview) to view completed content, content in progress, and any assigned learning. Progress is also shown within Pathways.

What do the stars or badges mean on content tiles?

Stars typically represent a form of recognition or rating, allowing users to highlight content they find valuable. They help foster engagement and signal quality contributions.

Badges reflect achievements such as content completion, skill milestones, or awards, and appear on both the Learn page and your profile.

Can I re-complete or reset a course or Pathway?

This depends on how your organisation has configured the content. In many cases, you can re-access and re-complete content, but you may not be able to reset your completion status.

Once a task in a Pathway has been completed, it can't be reopened or updated. If you need to log updated evidence — such as a renewed certificate — you can add a manual entry to your learning history instead.

To do this:

Go to Learn > Overview and scroll down to History.
Click + Add Entry.
Enter a Title and Date.
(Optional) Add a Description and attach a file as evidence under Add Evidence?.
Select a skill under Which skills did you focus on?.
Click ADD ENTRY.

The record will appear in your learning history. Note that this won't replace your existing record — it will appear as a separate entry. Depending on your platform configuration, manager approval may also be required.

Troubleshooting Basics

Why is a video or file not loading?

This could be due to internet connection issues, browser restrictions, or content that’s no longer available. Try refreshing the page, checking your browser settings, or contacting Support if it persists.

What should I do if I find incorrect or outdated content?

Underneath the content, click FLAG. Then follow the prompts — select Out of date as the appropriate reason from the dropdown, and click REPORT.

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For more information, see How to flag a piece of content.

Who do I contact if I need help or support?

For technical issues, see Help and Support to contact {{variable.Company Name}} Support.