If a learner account you have created hasn’t received their login 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 address is added after the creation of the learner account. You will need to find another way to pass the login details on. If you are unsure of these, you can follow the instructions for resetting the learner’s password. Alternatively, you could delete the learner in Manage Learners. This will add the Not Started license back into available licenses, allowing you to re-add the learner with the correct details and will trigger the sending of the automated enrolment email. 

• 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.  

• The email address wasn't entered in the ‘Email needed’ field when 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. Delete the learner and re-add them. 

• The email has gone into the junk/spam folder. Learners should always check in the junk / spam folder for emails. 

• The learner's 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 address is for work, you can help prevent this from happening by asking the IT department to whitelist the email address support@highfieldelearning.com as a safe sender. Until this is actioned an alternative method will be needed to provide the already enrolled learners with their login credentials.