Learner Accounts & Logins

Summary

A learner record is not the same as a learner login. This guide shows you how to give a learner access to the skillSYMS platform and mobile app, manage their password, troubleshoot access with the audited login-as feature, and issue them an ID card. These actions live on the learner’s profile and are restricted to SDP Admin users.

Who This Guide Is For

• SDP Admins who manage learner platform access
• Administrators handling password resets and access support
• Staff issuing learner ID cards

Prerequisites

Before you begin, ensure you have:

• An SDP Admin login
• An existing learner record (see Managing Learners)
• A valid email address for the learner (needed for emailed reset links)

Step 1: Open the Account & Access Card

Navigate to Learners, open the learner, and find the Account & Access card on their profile.

The card tells you whether the learner already has a login account. From here you can provision an account, set or reset a password, and launch login-as.

Tip: The learner record and the login account are linked by the learner’s email. Make sure the email on the profile is correct before provisioning.

Step 2: Provision a Login Account

If the learner has no login yet, click Provision login on the Account & Access card.

This creates a learner user account tied to the learner record. Once provisioned, the learner can sign in to the web portal and the mobile app with their email.

Tip: Provisioning sets up the account; use Step 3 to give the learner a way to set their first password.

Step 3: Set or Reset a Password

You have two ways to manage the learner’s password from the Account & Access card:

1. Set password — set a password immediately and share it with the learner securely. Useful when the learner has no email or needs instant access.
2. Reset password (email link) — click Reset password to email the learner a secure link so they can choose their own password. This is the preferred, most secure option.

Tip: Encourage learners to use the emailed reset link so they own their password. Avoid sharing passwords over insecure channels.

Step 4: Use Login-As to Troubleshoot

When a learner reports a problem you can’t reproduce, use login-as from the Account & Access card to view the platform exactly as they see it.

• Login-as mints a real learner session so you experience their dashboard, enrolments and PoE view.
• Every login-as is audited — the action is recorded with who initiated it, the target learner, and a reason. This protects both you and the learner.
• A banner indicates you are viewing as the learner; end the session when you’re done.

Tip: Use login-as for support and verification only. Never use it to submit work on a learner’s behalf.

Step 5: Issue a Learner ID Card

From the learner profile, open the Student Card quick action.

On the card screen you can:

• Preview the card with live rendering
• Download as PDF or PNG
• Share via email or WhatsApp
• Generate a wallet pass (Apple / Google)
• Regenerate or revoke the card
• Use the QR code for credential verification

Common Mistakes to Avoid

1. Provisioning with the wrong email — the login is linked by email; fix the profile email first.
2. Sharing passwords insecurely — prefer the emailed reset link over manual passwords.
3. Leaving login-as sessions open — always end the session when finished.
4. Forgetting the audit trail — login-as is logged; treat it as an accountable action.
5. Issuing a card before the profile is complete — verify name and ID details first.

Verification Checklist

Before moving on, verify:

• The learner has a provisioned login account
• The learner can set a password via the emailed link
• Login-as opens the learner’s view and shows the impersonation banner
• A student card previews and downloads correctly
• You have ended any test login-as sessions

Next Steps

• Managing Learners — Keep learner profiles accurate
• Enrolments — Enrol learners into programmes
• Mobile App: Getting Started — Help learners sign in on mobile