Common user inquiries | Learningbank Help Center

In this article, you will find tips on answering user inquiries whenever they need assistance. It covers the most common support inquiries and provides step-by-step instructions to assist your users.

If you do not find the help you need below or via our other Help Center articles, you can contact our support team. But before doing so, make sure you have all the necessary information so the support team can help you move forward. Click here to find out what information is needed.

Key features to explore for end-users' inquiries

Step	Description	Route
Users	In the Users menu, you are able to check your users': User status (active/deactivated). Permission type (grants access to functions in the system). Placement in department structure (Grants visibility to users, depending on your permission type). Job profile. Log-in status. Profile. Progress in assigned learning, History, Achievements Certificates, etc. Reset password. Resend activation e-mail.	Manage → Users → Specific User
in Circles	In the Circles, you can see which users are assigned training and assign or remove users.	Menu → Circles → Specific circle.

Log-in: New user

Step	Description	Route
General information	If the communication setting for activation e-mail is enabled, the activation e-mail is sent when a user is created or imported into the platform.	Platform settings → Communication
1a. Resend or 1b. reset password	(Not SSO) If a user has not received an activation email, you can trigger an email to help them log in or generate a new password. 1a. Click the three dots to the right of the user Resend the activation e-mail Or 1b. Click the three dots to the right of the user Reset their password By choosing this option, you can either send them an email that asks them to reset their password directly from the platform. Or choose a one-time password and inform the user of the new password through the channel you are in contact with them on.	Manage → Users → Three dots → 1a. or 1b.

Complete learning

Step	Description	Route
General information	When a user cannot complete a module, ask them to send a screenshot or video of what is happening. This should include the entire screen, including the URL in the top bar if they use a browser. They should also inform you of the module and learning path names. Once you have this information, you can investigate the matter more efficiently.
1. Users/Track users	Go to the user’s profile and check the completion status of the given learning content. If you are not able to locate the given learning content: Go to Track - users and see what step they are in If the user has not completed the module, they are reporting issues with it, which is commonly due to one of the following: 2a, 2b	Manage → Users → Click on the User’s name → Learning or History
2a. Learner Content interactions not completed	While the module guides users through Learner content interactions, the user might not have successfully followed them. In these instances, this is mostly due to the user not having fully completed an interaction. Solution: Guide the user by informing them that these interactions must be completed 100%. Or 3
2b. SCORM files	SCORM files are known as fixed-format gamified content. These are game files that are played within a module. Users must play through the entire game itself, click down on the next slide, and submit their answers – just like with modules without SCORM files. If users close the module using the X button (or other exit buttons within the SCORM) without moving on to the last module slide and submitting their answers, the module will not be logged as completed. Solution: Guide the user to click the arrow to get to the next slide and submit their answers. Or 3
3. Marking learning as complete	If the user is adamant that they completed the module, you can mark the learning as completed under the User's profile.	Manage → Users → Click on the User’s name → Learning → Learning path → Three dots → Mark as Completed

Good to know💭 Marking learning as completed works on the entire learning path a module is a part of. If the module is 2 out of 5 in a learning path, marking the learning path as complete will automatically mark ALL modules in the path as complete and assign the user a 100% test score on all remaining modules.

Users cannot find the module or module

Step	Description	Route
1. Check and add to Circle	Go to the Circle overview and locate the Circle that the user should be a part of If the user does not appear on the list, either add them or write to the responsible Journey owner to get them added Add the users manually or check your automatic rules if a metric is missing to include the right users Be aware that users might be missing learnings if they have wrong departments or job profiles connected to their profile.	Manage → Circles → specific Circles → Add user or automation
2. Check permission	If a user permission is not set up correctly, they might not have access to see modules you intend them to see. Check the following inside your user permissions to see if you granted them the correct access Learning path Events Explore Check that it is added on the user dashboard if needed	Platform settings → Organization → Permissions → Specific permission

Content updates

Step	Description	Route
1. General information	If you receive inquiries about the content being wrong and needing to be corrected, you are able to correct everything that is built into the content creator yourself. If the content is SCORM files reach out SCORM provider.
2. Check modules	Option 1: Update the content by finding the module Find the module Click Edit and implement changes Click “Publish” and you changes are live Option 2: If there are content owners Reach out to the content creator who is responsible for this specific content	Create → Content library → The given module, Edit → Implement changes → Publish

Checklist for Learningbank support inquiries

You can reach us via [email protected] or our in-platform chat. But before doing so, make sure that you have all the needed information for the support team to help you move forward. See the point below:

What happened?
Did the incident occur after a specific action?
Name of the specific Module / Learning path / Journey
Who experiences it - which specific user?
When (day and approx. time) did you experience it?
Device and browser used (e.g. tablet & Chrome)
Describe the procedure for reproducing the incident by attaching videos or screenshots for our support to investigate the matter.

It is also recommended that you visit this article to learn what information is beneficial in an investigation.