Audience
Issue
Trying to log in to Now Learning and cannot complete the log in process; an error message displays.
Full Message:
We couldn't authenticate your login information. Here are a few things to check:
- If you recently merged accounts, please make sure you're using the new primary account username (email) and password. Also, merged accounts may take up to 3-5 days to synchronize, so you may need to try again later.
- If you think your company's system administrator may have deactivated your account, please contact them to reactivate it.
- If none of these apply, use another account if you have one. Or, create a new account and use it to create a case with our support team.
(End of message)
Environment
Now Learning
Cause
This issue can be caused by various reasons as stated in the Full Message above.
Use the table below to explore a possible reason and fix.
Resolution
Recent Action by User | Possible Fix |
You recently merged your accounts. |
Make sure you are using your new primary account username (email) and password combination. The old account will not work after the account merge is completed. You should receive a notification when the merge is complete. IMPORTANT: Merged accounts may take up to 3-5 days to synchronize. Try again later. |
You think your company's system administrator may have deactivated your account. |
Contact your company administrator to reactivate your account. Use the appropriate link below: |
Neither of the reasons above apply to you. |
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