User FAQs
Who is this article for?Users who want to learn more about user-specific inquiries.
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Explore the User FAQs for Ideagen Academy. This guide is for user-specific inquiries, offering clear solutions to common questions and empowering users to make the most of their learning journey. Whether it's account management or troubleshooting, this resource provides valuable guidance to enhance the user experience.
- Why are my users getting an error message when they try to log in?
- Why am I being logged out when switching between my mapped accounts?
- I’ve tried adding a new user but it says the username is already taken?
- Can I resend an email notification to a user?
- I want to do a batch import of users. Can I stop the emails being generated?
- I have an administrator and a learner account - how can I manage them?
1. Why are my users getting an error message when they try to log in?
The concurrent user limit (based on the number of concurrent user licences purchased) is automatically applied to your branch in the Academy. If the total number of online users in your branch hits your concurrent user limit, other users in your branch will not be able to log in to the Academy. The user trying to log in will see the error below:
Tip: To increase your concurrent user limit, please contact your Ideagen Account Manager.
2. Why am I being logged out when switching between my mapped accounts?
If you use the mapped accounts feature and find that you are being logged out of the Academy when switching between accounts, clearing your browser cookies should resolve the problem. If you continue to experience problems, please contact us.
3. I’ve tried adding a new user but it says the username is already taken?
The username field for all users of the Academy must be unique. For this reason, we strongly recommend the user's email address is used as the username. You must enter an unused email address when adding a user.
4. Can I resend an email notification to a user?
Yes, branch administrators are able to resend email notifications to users. To do this, click the Notifications button on the dashboard and select the History tab to see a list of notification emails which have been recently sent:
Find the notification you require and in the Operations column, click the mail button to resend the email.
5. I want to do a batch import of users. Can I stop the emails being generated?
Yes, it is possible to do this. When importing users in the Academy, there is a checkbox at the bottom of the screen called 'suppress notifications' which you can select to stop the system from generating welcome emails to the users.
Suppressing notifications means that the notification cannot be sent at a later date. Therefore, if you use this option, then you will need to inform people of their password manually, or get them to use the Forgot Login Details link on the homepage.
6. I have an administrator and a learner account - how can I manage them?
You can map your administrator and learner accounts together and access both accounts using one set of login details. See Mapping Accounts for more information.