How to troubleshoot learner access issues for a course, assessment, or training path
Has a learner told you they cannot access a course, an assessment or a training path? This article starts from what they see (or don't see) to help you find the cause and the fix. In most cases, you can solve the problem yourself from the « Learners » tab.
As a reminder, logging in takes two steps: the learner enters their « Email » and clicks « Continue », then enters their « Password » and clicks « Login ». Depending on your organization's setup, learners log in with a Teach Up password, with your organization's SSO, or both. For details, see First-time login on Teach Up.
Table of contents
- The learner has not received any email
- The learner has not created their account yet
- « Invalid username or password »
- Your organization uses SSO
- The learner is logged in but the activity does not open
- The page stays on « Loading »
- Contacting support: the information to provide
- Frequently asked questions
The learner has not received any email
Teach Up does not send an email when you add a learner: they receive their first email when they are first assigned to an activity. Check the following, in this order:
- The assignment: open the « Learners » tab, click the learner and check that the activity is in their list. If not, click « Assign ». A learner who accesses an activity through a direct access link does not receive any email: send them the link yourself.
- The email address: check it for typos. If it is wrong, add the learner with the correct address and assign them again.
- The spam folder: ask the learner to look for an email from noreply@teachup.com, subject « A new activity (or more) awaits you in your Teach Up learner space! », including in their spam folder.
- Your company's email filtering: if several learners from the same organization receive nothing, ask your IT department to allow noreply@teachup.com and notifications@teachup.com.
- An address blocked by our email service: if the address is correct and the learner still receives no email from Teach Up (neither assignment nor password reset), our email service may have blocked this address, for example after a message bounced. Write to support with the address concerned: we will unblock it.
👉 Each email is described in Emails sent by Teach Up.
The learner has not created their account yet
A learner added by an administrator does not have a password yet. To create their account, they must click the link in their assignment email: the « Finalize your account » page opens, with their email address already filled in.
- They enter their « First name » and « Last name » and choose a « Password ». The rules to follow (length, uppercase, number, special character…) are shown below the field: they depend on your organization's setup.
- They accept the terms and conditions of use and the privacy policy.
- They click « Finalize my account ».
⚠️ As long as the account has not been created, the login page still shows the « Password » field after the email is entered. No password can work and the learner sees « Invalid username or password ». Send them back to the link in their assignment email.
In the « Learners » tab, a learner who has not created their account yet appears with « . . . » instead of their name.
« Invalid username or password »
This message appears after clicking « Login ». There are three possible causes:
- The account has not been created yet: see the previous section.
- Your organization uses SSO: the learner must log in with your organization's credentials, not with a Teach Up password. See Your organization uses SSO.
- The password is wrong: the learner clicks « Forgotten password ? », enters their email address and clicks « Confirm & Submit ». They receive the email « Teach Up - Your password reset » and click the button in the email to choose a new password.
⚠️ The reset link is valid for one hour, as stated in the email. After that, the learner must make a new request with « Forgotten password ? ».
💡 Repeated attempts with a wrong password do not lock the account: as soon as the correct password is entered, the login works.
Your organization uses SSO
The login method is set for your organization when SSO is set up: SSO only, or SSO and Teach Up password (for external users, for example).
- The learner forgot their password: with SSO, the password is your organization's and is managed by your IT department, not by Teach Up.
- The learner is no longer in your directory: a user removed from your organization's SSO can no longer log in to Teach Up through SSO.
- The message « It seems that the SSO account you have connected to does not correspond to the account for which you received a finalization email… »: the learner logged in to SSO with a different account from the one that received the email (for example another company address). They must log out of SSO and log in again with the address shown in the message.
The learner is logged in but the activity does not open
Look at the message displayed by Teach Up:
| Message displayed | Cause | What to do |
| « Oops — Your administrator has not shared this activity with you. Please contact them to assign this activity to you and grant access. » | The learner is not assigned to this activity, or is logged in with a different account from the one that was assigned. | Assign the activity to the learner from their profile (« Assign »), or check which address they log in with. |
| « Unauthorized Access — You do not have permission to access this page. » | The link does not lead to any activity accessible with this account, for example an incomplete or wrong link. | Send the learner the link from their assignment email, or ask them to go through their learner space. The « Login with another account » button lets them switch accounts. |
| « Oops... This module is not available in your studio. » | The link is wrong or the course no longer exists. | Check that the course still exists in the studio and send the correct link, or direct the learner to their learner space. |
| « Oops... » with a message saying that the account has been deactivated and asking the learner to contact an administrator to reactivate it. | The learner has been excluded. | In the « Learners » tab, click « Advanced », tick « Excluded » under « State », click « OK » then « Apply ». Click the three dots on the learner's row, then « Include again » and confirm. See Manage learners and groups. |
| « Module temporarily unavailable » | Your subscription's Practice quota has been reached: courses containing Practices are no longer accessible. | Contact Teach Up to increase the quota. See Understand and track my subscription. |
💡 The easiest way for the learner is to go through their learner space (app.teachup.com/learner): they will find all the activities assigned to them, with no risk of a wrong link. See The learner space.
The page stays on « Loading »
- Check the link used: a learner who opens a studio link (address containing /author/) stays stuck on « Loading ». Links for learners contain /play/ (course or assessment), /spoc/ (training path) or /learner (learner space). The safest is the link in the assignment email.
- Check that the learner has not been excluded: if they were already logged in when they were excluded, the page may stay on « Loading » instead of showing the deactivated-account message. See the previous section to re-include them.
- Check the internet connection: if the connection is lost, Teach Up displays « The server connection has been interrupted. » and a « Try again » button. On a company network, a firewall or VPN can also block the page.
- Check the browser: it must be up to date. An ad blocker or an extension can also interfere: try a private window or another browser. See Compatible browsers and devices on Teach Up.
- Reload the page after a few minutes. If the problem persists, contact support.
Contacting support: the information to provide
Contact the support team with:
- the learner's email address;
- the link they use;
- a screenshot of the message displayed;
- their browser and device (computer, tablet, mobile);
- the approximate date and time of the problem.
Frequently asked questions
Does a learner receive an email as soon as I add them?
No. They are invited to create their account in the email they receive when they are first assigned to an activity.
How long is the password reset link valid?
One hour. After that, the learner makes a new request with « Forgotten password ? ».
The learner has changed email address: what should I do?
Contact support. See also Manage learners and groups.