When a PA IBHS learner cannot access training
A short troubleshooting route for a staff member or the agency’s training lead. Never send a password, payment-card number or personal clinical details in a support message.
1. Identify where the problem starts
- No account invitation: Check the learner’s inbox and spam folder, and ask your training lead which email address was provided for setup.
- Cannot sign in: Try the Special Learning sign-in page with the account email provided for setup.
- Can sign in but training is missing or will not open: Note the name of the training and any error message so support can investigate.
Do not assume that access works for the whole team because one person can sign in. Confirm access with each learner.
2. Ask support for help
Have your organization’s order or invoice reference, the number of affected learners and the exact error message ready. Ask support how to provide account details securely.
Prepare an access-help emailThe link opens your email app with an editable draft. You decide whether to send it; this page does not submit a request. If you cannot use an email app, use the contact page.
3. Follow up until access is confirmed
Record who owns the issue and ask the learner to confirm they can sign in and open the training after the problem is addressed. Use the ten-seat access tracker to record that check without writing down passwords.