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Learner Account Login & Sign-Up Troubleshooting Guide

If a learner is unable to log in or sign up to their account, identify the error message displayed on the login screen and follow the relevant troubleshooting steps below.


 

1. Account not found. Please verify your account credentials or register a new account.

This message generally indicates that the email address entered during login does not match an existing learner account in the school.

Troubleshooting steps

  1. Ask the learner to carefully check the email address entered on the login screen.
  2. Make sure there are no spelling mistakes, extra spaces, or incorrect characters in the email address.
  3. If the learner has already created an account, ask them to log in using the same email address that was originally registered.
  4. If the learner is unsure which email address was used during registration, they should contact their school/admin team for assistance.
  5. If the learner does not have an account, they can register for a new account if sign-up is enabled by the school.

2. Multiple device login access limit reached

This error occurs when the learner has reached the maximum number of devices allowed for their account.

The number of devices a learner can use may be restricted by the school's device/login settings.

Troubleshooting steps

Ask the learner to contact the school/admin team and provide the email address associated with their account.

The admin can then:

  1. Open the Learners section from the admin dashboard.
  2. Search for the learner using their registered email address.
  3. Check the devices currently associated with the learner's account.
  4. Remove or clear an inactive/unwanted device if required.
  5. Ask the learner to try logging in again from the new device.

Once an active device is removed, the learner should be able to log in from another device, provided the account has not reached the configured device limit again.

Note: Device restrictions are controlled by the school/admin settings. Learners cannot change the device limit themselves.

3. “reCAPTCHA failed”

If the learner sees a “reCAPTCHA failed” error while trying to log in, the reCAPTCHA verification was not completed successfully.

reCAPTCHA is used to verify that the login request is coming from a genuine user rather than an automated request.

This error can sometimes occur because of:

  • Temporary network issues
  • Multiple login attempts within a short period
  • VPN or proxy usage
  • Temporary failure while completing the reCAPTCHA verification
  • Browser or app-related issues

Troubleshooting steps

Ask the learner to:

  1. Close the application or browser.
  2. Reopen it and try logging in again.
  3. If the error continues, wait for approximately 5 minutes.
  4. Try logging in again.
  5. If a VPN or proxy is enabled, disable it temporarily and retry.
  6. Make sure the learner has a stable internet connection.

If the issue continues after these steps, collect a screenshot or screen recording of the error and escalate the issue for further investigation.

4. Login details after using a Fast Checkout link

Learners who purchase a course through a Fast Checkout link may receive their login details by email.

New learner

If the email address used during Fast Checkout is not already associated with a learner account:

  1. The learner is enrolled in the school and the purchased product after successful payment.
  2. A learner account is created using the email address entered during checkout.
  3. Login credentials are sent to the email address provided during checkout.
  4. The learner should use those credentials to log in.

  5. If the learner has not received the login credentials email, they can use the Reset Password link available on the login page to reset their password.

    The learner should also verify that the correct email address was entered during the Fast Checkout process. If an incorrect email address was entered, the learner may not receive the login credentials email.

    In this case, the learner can contact the school/admin team for further assistance.

Existing learner

If the email address is already associated with an existing learner account:

  1. The learner is enrolled in the purchased product after successful payment.
  2. No separate new account is required.
  3. The learner should log in using their existing account credentials.

If the learner entered the wrong email address

If the learner entered an incorrect email address during Fast Checkout and needs the account details or registered email changed, they should contact the school/admin team for assistance.

The admin should verify the learner's account and enrollment details before making any required changes.

5. Learner can log in on one device but not another

If the learner can successfully log in on one device but cannot log in on a new device, check whether the issue is related to the account's device/login restrictions.

Recommended checks

  • Check whether the learner has reached the permitted device limit.
  • Check the learner's currently active devices from the admin dashboard.
  • Remove an inactive device if necessary.
  • Ask the learner to try logging in again.
  • If the issue occurs only in the mobile app, try accessing the account through the web platform.
  • If the issue is limited to one browser or device, collect the browser/device details for further investigation.

If the learner is using the mobile application and the issue appears to be app-specific, clearing the app cache or reinstalling the application may also help with client-side issues.

6. Login works, but the learner cannot access the course

Not every “login issue” is actually a login problem.

If the learner can successfully sign in but cannot see a course, lesson, video, or purchased product, troubleshoot it as an access/enrollment issue rather than a login issue.

Check the following

  • Is the learner logged in with the correct email address?
  • Is the learner enrolled in the required course/product?
  • Was the payment successfully completed?
  • Was the learner successfully enrolled after payment?
  • Is the course available to the learner's pricing plan?
  • Can the learner access the same course from another supported device or browser?

If the learner has paid but the course is not available, the issue may be related to payment-to-enrollment mapping rather than authentication.

7. Browser-specific login issues

If the learner can log in successfully using one browser but not another, the issue may be related to the browser configuration or compatibility.

Recommended checks

  1. Try opening the login page in an Incognito/Private window.
  2. Clear the browser cache and cookies.
  3. Temporarily disable browser extensions.
  4. Disable VPN/proxy services if enabled.
  5. Try another supported browser.
  6. Check whether the same issue occurs on another device.

If the issue occurs only on a particular browser, provide the browser name and version when escalating the issue.

Information to collect before escalating a login issue

If the issue cannot be resolved using the steps above, collect the following information:

  1. Learner's registered email address
  2. Exact error message
  3. Screenshot or screen recording of the issue
  4. Device make and model
  5. Operating system and version
  6. Browser name and version, if using the web platform
  7. app version, if using the mobile app
  8. Whether the learner can log in from another device or browser
  9. Whether the issue affects only login or also course access
  10. Whether the learner recently purchased the course through Fast Checkout

Providing these details helps identify whether the issue is related to account credentials, device restrictions, browser/app behavior, authentication, enrollment, or course access.

Quick Reference
Error / Scenario Primary Check Recommended Action
Account not found Email/account details Verify the registered email and contact the school/admin if the account already exists
Multiple device login limit reached Active devices Admin should check and remove an inactive device
reCAPTCHA failed Network/reCAPTCHA verification Close and reopen, wait approximately 5 minutes, and retry
Fast Checkout login issue Email used during checkout Check the email used during payment and the credentials sent to that email
Login works on one device only Device restrictions/app/browser Check active devices and test another browser/device
Login successful but course unavailable Enrollment/access Check payment, enrollment, and product access
Browser-specific login failure Browser/cache/extensions Try Incognito, clear cache, disable extensions, or use another browser

If the issue persists after completing the relevant troubleshooting steps, escalate the issue with the learner and device details, exact error message, and supporting screenshot or screen recording.