Guide: solving access problems

Most support tickets are variations of three symptoms. Follow the tree.

“I cannot sign in”

Likely cause	How to confirm and resolve
Forgotten password	Guide them through the Forgot password flow; with no valid email on file, see Recovery by WhatsApp below, or the administrator resets it from the person’s registration
Wrong email on file	Find the person in Participants and correct the email - the reset link goes to the address on the registration
Too many attempts	Sign-in has protection against repeated attempts; wait a few minutes and try again
Deactivated account	Inactive status on the participants list - reactivate from the registration (Access control)
Corporate SSO down or account without access in the directory	Validate with IT the person’s access at the identity provider (SSO); native sign-in can serve as a contingency depending on the configuration
Registration blocked by domain	The email does not belong to the authorized domains - authorize the domain or register through the administrator

Recovery by WhatsApp, for those with no email

Participants registered by CPF or registration number often have no email on their profile, and without an email the reset link has nowhere to go. In that case the institution can turn on Allow password recovery by WhatsApp, in Institution > Configuration: the participant receives a code on the phone number already on their profile, types the code on the recovery screen itself, and sets the new password.

What to check before guiding someone down this path:

• The option depends on “Allow password change” being on. With password change disabled, recovery by WhatsApp does not work.
• The number is used exactly as it is stored and is not verified by the platform, just as the email is not. A wrong or outdated phone number on the profile means a code that never arrives - correct the person’s registration before trying again.
• The screen responds the same for a user that exists and for one that does not (If we found your account, we have sent you the instructions…). This is deliberate; do not take the message as confirmation that the registration was found.

“I sign in, but I do not see the content”

Likely cause	How to confirm and resolve
No enrollment in the class	Check in Classes and enroll
Request pending approval	Requested state - approve, or turn on automatic approval (it approves the pending ones retroactively when enabled - Creating a class)
Access deadline expired	The participant remains enrolled, but without access - extend the deadline from the enrollment
Class full at the time of the request	Raise the class’s seat limit and make the enrollment - the limit blocks every request, including the administrator’s
Class hidden from the storefront	This is the expected behavior - send the class’s direct link

“I see the content, but the progress does not move”

• Progress is derived from actual consumption - a skipped module or a video never started holds the percentage back.
• In SCORM, a badly exported package stalls reporting - test the package in a test class (LMS standards).
• Completed everything and did not get certified? Check the minimum score and the exam attempts.

Tip

When escalating to Eduvem support, include: the participant’s email/CPF, the class, the exact symptom, and the time - it cuts the investigation in half.