Troubleshooting & getting support
Resolve common access, save and reporting issues with useful evidence.
I cannot sign in or see my company
Start from the approved LMS address. Check that you are using the intended identity and an active company membership. A successful company-provider login does not automatically create LMS membership. Ask your administrator to inspect the approved identity link and role scope.
A save was rejected
- Recent sign-in required: authenticate again, reload the current record and retry.
- Revision conflict: reload and reconcile the newer version before saving.
- Permission denied: confirm the correct company and role scope.
- Service unavailable: preserve your unsaved text and contact support; do not repeatedly submit the same mutation.
A course, resource or report is missing
Check the selected company, filters and role. A limited-data notice means the current view may not include every record. Draft courses are not the published learner catalogue. A bookmarked item does not preserve revoked access.
For a report, inspect its request status and current scope. For SSO, check whether the connection is only validated, pending activation, active or verified; these are different milestones.
Share a useful support request
Remove personal details and secrets from screenshots and logs. Never send a password, session cookie, private key, callback code or raw assertion. Product enquiries can use the public contact page; account access belongs with your company administrator.
- Open Help or Preferences for your company’s support contact.
- Describe the page, action, approximate time and timezone.
- Include the displayed error or a redacted screenshot and whether the issue is repeatable.
- Share a request or record identifier if your support team asks for it through an approved channel.