Common problems

Sign-in trouble, empty dashboards, duplicate accounts, retakes.

4 min read

Someone can't sign in

Almost always a delivery problem, not an account problem. Codes go to both their phone and their email, so the fastest fix is to add an email on their roster row via Rename, then have them try again. Text delivery is still pending carrier registration, so email is the dependable channel today. Codes last 10 minutes, and the message includes a tappable link as well as the digits.

Someone's training list is empty

Check they have a role (People → Roles decides which courses a person receives), and that they've completed the baseline assessment. No role or no baseline means nothing to show.

Someone needs to retake the baseline

People → Team, then "Reset training" on their row. It clears the assessment, scores and path, keeps their sign-offs and certifications, and archives everything it clears.

There are two accounts for one person

This happens when someone is added by phone and again by email. Each has its own training record. Use Release on the one with less history so it stops appearing on the active roster, and keep working with the other. Say which two accounts they are if you want them properly merged.

A question looks wrong to a learner

Fix it in Content → Authoring for that course. If it was never reviewed, it may still be sitting in Needs review — that queue is the gate before anything reaches learners.

Still stuck

Contact VetSage at dthk@cogmatix.com or (210) 378-7281.