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FAQ

Here you’ll find answers to some frequently asked questions about our skills assessment tools and resources. 

If you can’t find what you’re looking for, contact us and our team will be happy to help.  

General FAQs 
How do I log in to the platform? 

Select ‘Login’ from the top navigation bar, or click here. 

How can I change my profile picture? 

Once logged in to the platform: 

  1. Select your profile picture from the top right of the page or you can select your username directly to be taken to your profile page. 

  2. Once on your profile, next to your name on the grey bar will be a button called Profile. Once you select that it will drop down a menu, from there select the option Edit Profile. 

  3. Next scroll down to where the Account Information section is (it may be collapsed / hidden from full view). Select the blue dropdown arrow on the right of the section header to expand it. 

  4. Select Choose file button to open your file browser for your device and select your preferred photo. 

  5. Once selected, scroll down to the bottom right of the page and select the green UPDATE button to save your changes. 

How do I change my password? 

Once logged in to the platform: 

  1. Select your profile picture from the top right of the page or you can select your username directly to be taken to your profile page. 

  2. Once on your profile, next to your name on the grey bar will be a button called Profile. Once you select that it will drop down a menu, from there select the option Edit Profile. 

  3. Type into the password field your new password. Once complete you can select the UPDATE button on the top right of the page to save your changes. 

I’ve forgotten my password. How do I reset it? 

From the login page, select forgotten password. You will then be sent a link to reset your password (note this will only happen if your email address is registered on the platform). Please ensure you check your junk email folder too. If you don’t have an email registered, please contact your training provider and they’ll be able to reset this for you and upload your email address. 

Can I reset a learner’s password? 

This can be done if you’re a Group Admin or Admin. Select the learner, edit their profile and type the new password directly into the password field and update. 

My learner keeps being asked to do the same resources every time and is getting frustrated as no progression is showing. 

This means that the learner has not scored more than the 70% required to pass the summative assessment for that criteria. They’ll be informed of this and they can choose to try again, which will take them back to the start of the materials for that criteria, or they can move onto the next topic. After three failed attempts they’ll be informed they need to contact their tutor. The tutor can then look at their summative assessment answers and offer further support. 

The learner can’t access the learning/resources on their Individual Skills Plan.

They have not had resources added to their profile or they have not completed the diagnostic assessment. 

How do I add resources for a learner? 

You’ll need to be an Admin, or have had additional permissions added to your existing role as agreed with your organisation. 

If you have these, you can add resources for an individual learner. Go to the learner profile page and select the green ‘add courses’ button. From there, select the resources you’d like to allocate. 

Admins only – if you’d like to add resources to multiple learners, please go to the ‘users’ page on your admin dashboard and select the ‘enrol students to course’ button. 

How do I reinstate/unarchive a learner? 

You’ll need to be an Admin to do this. As an Admin, go to ‘edit user accounts’ and access the ‘show users’ filter. Select ‘archived’ or ‘all users’. Select ‘unarchive’ from the available options to the right of ‘view user’. You can also do this through the ‘find user’ option – select ‘unarchive’ from the options to the right of ‘view user’. 

Can a learner be in multiple groups? 

Yes, a learner can be in as many groups as required. 

Can a learner have multiple tutors/assessors? 

Yes, a learner can be assigned to multiple tutors/assessors. 

I’m creating a new account and received a message ‘username already exists’, what do I do? 

You must select another username that has not been used on our platform before. If you think the username may be on a deleted account within your own institution, unarchive the account, or edit the username of the archived account. This will then allow the username to be used for your new account. 

Can I have a group within groups? 

Yes, you can have multiple ‘child’ groups within a ‘parent’ group. 

How do I move my learner up to the next level so that they are assigned new learning materials to this ISP? 

Add a new diagnostic attempt via the ‘add new attempt’ option on the assessment results page for the learner. Select ‘set levels’ on the new attempt and set the levels or skip on each section. 

My learner has requested to take their assessment again / they need an updated attempt to be valid. 

Add a new diagnostic attempt via the ‘add new attempt ‘option on the assessment results page for the learner and select the appropriate starting point for the assessment. 

How do I produce reports for my management team? 

Admins can visit the ‘reports’ section where you’ll find downloadable reports. There are a number of varying reports that can be run ad-hoc or scheduled to run periodically. If you’re struggling to find specific information, please contact our team. 

How can I check how many credits I have left? 

Admins can check this via Admin > Licences > View licences. 

I’m trying to add learners to products but it is saying I do not have a valid licence. 

Your current licence has either expired or you’ve used up all your credits. Your Admin will have been sent an email about this, and we’ll have also attempted to contact you before this occurs. Please contact us for further assistance.