Helping users to log in

If someone is having trouble logging in to the Catapult LMS, the first place to start is by instructing the LMS to send out a new password reset or welcome email.

First, you need to locate them in the system. You can do this by clicking Users on the top menu bar. Then, click the type of user they are (e.g. Student). If you're not sure what user type they are, click All.

Next, use the search bar on the right side of the screen to locate the user. If they do not appear, it is possible that the user might be Archived or Deleted - you can check this using the small More button found just above the search bar. If a user is Archived or Deleted, you'll need to unarchive/restore them before following the rest of this process.

Once you have located the user, click on their Name. What we are looking for is whether the user's profile has been activated or not. This can be found by checking underneath the Details heading - there will be an orange "User account not activated" message if the profile has not yet been activated.

In this case, the user account has not been activated - this means the user has not clicked the "Confirm my username" link that was inside their welcome email. You should send the user a new welcome email by following the steps below;

1. Log out of the Catapult LMS entirely (by clicking Logged in as (your name) on the top menu bar, followed by Log out.
2. At the bottom of the login panel, click the Didn't receive confirmation instructions? link.
3. Enter the user's email address into the text box and click the Resend confirmation instructions button. 

If, on the other hand, the "User account not activated" message is not there - this means the user has successfully logged in previously and they just need to have a password reset link sent to their email address. This can be done by following the steps below;

1. Log out of the Catapult LMS entirely (by clicking Logged in as (your name) on the top menu bar, followed by Log out.
2. At the bottom of the login panel, click the Forgot your password? link.
3. Enter the user's username into the text box and click the Send me reset password instructions button. Note that, unlike the above, you must provide the user's username and not their email address.

Users can also request their own welcome and password reset emails, but it is possible they do not know their username and/or email address and so it is often easier for Admin users to request these on their behalf.