As an Admin, you serve as the first point of contact for your learners. The topics below are within your control to troubleshoot directly before escalating to ACI Learning Support.
Why can't a user create an account?
- Confirm the user has received an invitation to create their myACI account.
- If they haven't been invited yet, send the invite by selecting Manage > Manage Users
Why can't a user see any content?
- Check whether a Content License has been assigned to the user.
- Navigate to Manage > Licensing > Content License to verify and assign access.
Why is a user unable to reset their password?
- If the account shows as a pending invite, the user hasn't created their account yet. Direct them to the login page to select Sign Up first.
- If the account is already active and the password reset is failing, escalate to ACI Learning Support.
Why can't a user see their assigned courses?
- Confirm the course or pathway has been assigned directly to that user.
- Navigate to Manage > Assignments to review and update assignments.