Can't sign in

Sign-in messages are deliberately vague, because a message that told you which half was wrong would also tell a stranger whether an address is registered here. So the same wording covers several causes, and the way through is to work down the possibilities rather than to read the message closely.

“The email address or password you entered is incorrect”

Three different things produce this one message.

The password is wrong. Five wrong tries in a row start a short pause, described in the next section.

The address is not registered here, including an address that is nearly right.

Or your employer requires single sign-on, and a correct password is refused because passwords are closed. If your colleagues sign in with a button rather than a password, use the same button.

“Too many sign-in attempts”

After five wrong passwords for one address from the same network within 15 minutes, sign-in pauses for that address. While the pause lasts, even the right password is refused, so a correct password failing straight after several wrong ones is the pause and not a new problem.

Wait 15 minutes, or reset your password: the reset works during the pause. A successful sign-in clears the count.

If a whole office sees this message at once, the failed sign-ins from its shared network have reached a separate limit on the network itself. That clears after 15 minutes too.

“You have been archived and can no longer sign in”

An administrator has closed your access. Nothing you can do at the sign-in page will change it, and a password reset will not reopen it. Ask your administrator to reactivate you.

The reset email never arrives

Learnient always says the email has been sent, whether or not it has. Two cases produce that message with no email behind it: the address is not registered, and sign-in is by single sign-on, where there is no password to reset.

If you do get the email, the link lasts 24 hours and only the most recent one works. Requesting another makes every earlier link dead.

Each address can ask for three reset emails in 15 minutes. A fourth request shows Too many password reset attempts and sends nothing, so wait, then use the newest email you already have.

“Too many sign-in lookup requests”

The sign-in page limits how often one address may be looked up, and it counts every attempt rather than only the failed ones. Waiting a few minutes clears it.

A single office network looking up several hundred addresses in 15 minutes reaches a similar limit on the network, which clears the same way.

The invitation link does not work

An invitation lasts 24 hours. After that the link is dead but you are still set up, so ask your administrator to invite you again rather than signing up afresh.

“SSO is not available for this email address”

One message covers every reason Learnient refuses single sign-on: an address not in Learnient or registered with a different employer, a person who has been archived, an employer that has switched single sign-on off, and a provider that is not finished being set up. You get the same message whether you started from the login page or from your employer’s list of apps. Your administrator can see which it was; you cannot tell from the message.

If you see it after opening Learnient from your employer’s list of apps, the most likely cause is that the address Learnient has for you does not match the one your identity provider uses. Your administrator can check both.

“Invalid or expired SSO code”

After your identity provider signs you in, Learnient has five minutes to finish. If you left the tab and came back later, start again from the login page.

The two-factor code is refused

Codes come from your authenticator app and each one is only good for about half a minute, so a code typed slowly can be refused. Wait for the next one.

Repeated failures are limited, and that limit clears on a success or after a short wait.

You were signed in and got thrown out

Sessions end after a long idle period, and you are warned two minutes before with Are you still there?

When one ends you see Your session has expired and sign in again. Nothing is lost that you had already saved.

If the page hangs on a loading screen instead, wait a few seconds and a Log out button appears, which puts you back at the sign-in page.

Things that look wrong and are not

The sign-in page is the same for everybody and is unbranded until it knows who you are, so a plain page is not a sign you are in the wrong place.

Where your employer requires single sign-on there is no password box at all, and you are sent straight to your provider.

If you signed in and were returned to the sign-in page with Account inactive and a message about billing issues, that is about your employer’s subscription, not about you. Your administrator needs to sort it out.