Overview

If a learner has been assigned a course but has not yet started it, you can retrieve the unused licence and reassign it to another learner. This article explains how to do this and what options are available if you need to keep the original account active.

Retrieving an unused licence by deleting the learner account

You can retrieve a licence for any course where the learner's completion progress is Not Started. To do this:

1. Go to Manage Learners in your administrator portal.
2. Locate the learner account that holds the unused licence.
3. Delete the learner account.

Deleting the account will return the unused licence(s) to the parent account. The licence will then be available to assign to a new or existing learner.

Using the retrieved licence

Once the licence has been returned to the parent account, you can:

• Set up a new learner account and assign the licence to them.
• Add the licence to an existing learner account, including adding a refresher course.

Keeping the account active

If you need to reassign the licence but want to keep the original learner account active, please contact our support team for further assistance.

Important notes

• Licences can only be retrieved for courses with a completion progress of Not Started.
• Courses that are in progress or completed cannot have their licences retrieved.
• Deleting a learner account is permanent. Make sure you no longer need the account before proceeding.
• If a learner account is deleted, any associated email address will still be classed as 'in use' and may not be reuseable when adding the same person again. If the 'email in use' message is displayed please follow the guidance or contact Highfield e-learning Support