If a learner account you have created hasn’t received an email, this could be for a few reasons.
- The email address wasn’t added when the learner account was created. The initial email containing the login details will not be sent out if the email is added after the creation of the learner account. You will need to pass the login details on manually, if you are unsure of these, you can follow the instructions for resetting the learner’s password.
- Their email client is blocking automated/system-generated emails. The emails that come from the system are automatically generated and sent out. If system-generated emails or automated emails are blocked, it is very likely that our emails will not be received. If the email is a work email you can help prevent this from happening by asking the IT department to whitelist the email address firstname.lastname@example.org as a safe sender.
- The incorrect email address has been entered. In this case, we would recommend deleting the learner account and adding the learner again with the correct email address, which will trigger the system-generated email.
- You have not entered the email address in the ‘Email needed’ field of adding a new learner. If no email is entered in the ‘Email needed’ field, no emails will be sent out to the learner, even if an email address is entered in the ‘Username needed’ field.