How to help with sign-in questions

If someone you’ve invited to your course has trouble signing in, this most often indicates that they’ve forgotten their password. Here's how to direct your learners to reset their password and log in: 

  1. Go to {your account URL} and click "Sign in" in the upper right corner. 

  2. Click "Forgot your password?"

  3. Enter your email address that you used to sign up and a password reset email will be sent to you. The link expires after 3 hours. 

If the email address they enter into the reset password form isn’t recognized, that usually means they used a different email address or have not created an account yet. 

You can find the email address they used by going to your course Settings and then clicking “View learners." 

Or (for admins only), go to Community on the main menu and search for the user there. 

Click the vertical ellipses to the right of the individual's name to see the email address they used to sign up. Click to email or right-click on the email address to copy the email address they used to sign up.

If you find that they aren’t visible under the "View learners" screen, that indicates that they haven’t actually enrolled in the course yet, in which case you’ll want to resend them the invitation link. 

Reset a password for any member

Admins can send a reset link directly to any member. Select "Community" from the main menu. Find the learner who is having trouble accessing his account. Click the vertical ellipses to the right of the individual's name and you'll see the option to "Send password reset link."


The password reset link expires after three hours. If more time than that elapses before the learner accesses the link, you'll need to resend the email or ask the learner to submit a new request when they're ready to log in again. 

The invitation link can only be used once. After accepting the invitation to enroll in the course, the learner will need to go to your school URL to sign in again or follow the instructions in the confirmation email received after enrolling. 

Password reset emails are sent from If a learner's email server is blocking this address or marking it as spam, they may not receive important emails. Make sure to white list as needed. 

Only valid email addresses can be used to reset a password. If the email address indicated on the drop down menu is incorrect or contains a typo, contact and we can correct the address in our database. 

Did this answer your question?