Common problems

The code email never arrived

The sign-in code is sent when someone chooses Send me a code for a specific address. Check that address, including spam, and request again. The invite link is separate: the trainer copies Copy invite message or Copy invite link only from Progress and sends it themselves. See Resend a sign-in code.

The assessment will not open

On a course with a video, the lecture has to be complete on the server first. Watch in order means dragging forward does not count. Finish from the last Counted stretch. A course with no assessment never opens one.

Dragging the video did not give credit

Counted time is what was watched under the rules. With Watch in order on, time ahead of that is Not yet watched — locked. Jumping there does not complete the lecture. See Strict mode and watch credit.

A certificate shows expired

Expired means genuine, but lapsed. It is not a fake and it is not an unknown code. The course’s Expiry & reminders setting decides the cycle for certificates issued after a change. See Check a certificate.

A control is missing

Compliance (the per-person list), Documents, Client views, and Custom branding appear when the plan includes them. If one is absent, open Billing. The pricing page names what each plan includes. Staff seats are colleagues on the trainer side. They are not the trainee list. Trainees are enrolled on a course with Enroll trainees.

Resetting a trainee’s progress

A trainee asks their training provider to reset progress, change an enrollment, or change a course. Elumio support cannot rewrite another organisation’s record from this page. Providers use the course’s Progress and Compliance.