Common problems

🚧 Coming soon. This page is being prepared and its content may still change.

A capsule someone told you about that you cannot find, progress that never reaches Beedeez, notifications that never arrive: these situations almost always have an explanation, and they are rarely a bug.

“I can’t log in”

The login screen does not offer the same thing to everyone: your company chooses the login method or methods available. When several methods are set up, a first screen asks you to choose between them. Find below the method that matches what you see.

You enter an employee number

The field to fill in is Employee number. Depending on the configuration chosen by your company, additional information is requested, for example your Date of birth.

This identifier is given to you by your company: your training contact is the only person who can provide it or correct it. The message Invalid identifier / password means the entry matches no account.

If the Secure your account option is offered to you, you can attach an email address and a password to your account. A password change request may then be sent to your manager: in that case, the new password only works once the request has been approved.

You go through your company’s login system

You click a button bearing your company’s name, then you are redirected to the login page you already use for your other internal tools. That is the password to enter: you have no Beedeez password to create. The Beedeez reset procedure does not apply, your IT department is the contact.

You enter an email address and a Beedeez password

Enter your email address first, then your password on the next screen. If that password no longer works, use the Forgotten your password? Click here link on the login screen.

Also check that you are opening the learner app. Back-office access and learner app access are separate: having access to the back office does not give access to the learner app.

“Someone told me about a capsule, I can’t see it”

Check these three points in order.

1. The selector at the top of your home page. The app remembers the last area you viewed: the capsule or the track may be in another one.
2. The content has not been distributed to you yet. Distribution is done by group. If you are not in the target group, the capsule or the track does not reach you.
3. An access condition is not met. Another capsule is still to be completed or passed, or a date, a code or an identity check is expected.

If your training contact has just added you to a group, refresh your home page before concluding: on mobile, swipe down from that screen.

For the detail of access conditions, see Taking a training.

“I finished a capsule, it still shows as not completed”

Most often, your progress has not been sent yet because you had no network. Open the app with an internet connection, wait a few seconds, then check your progress again.

If the problem persists, you may have completed the capsule without passing it. These are two different states: see Taking a training.

“A content download fails”

Offline settings only exist in the mobile app. From a browser, viewing content requires a continuous connection and these settings are not displayed.

First check the space available on your device, then the network quality. Download over Wi-Fi where possible: videos are large.

If space is short, open Settings, Offline section. The Maximum disk space slider sets the space the app may use on the device, up to 2 GB.

Below that slider, Offline storage concerns the SCORM modules already saved on the device. The Clear storage button deletes them. That button stays inactive as long as no SCORM module is stored, and it does not appear when shared device mode is on.

After that deletion, a SCORM module has to be reopened with a network connection to be available offline again.

⚠️ YouTube and Vimeo videos never go offline, whatever the space available. See Offline mode.

“I’m not getting notifications”

Two permissions are needed, and both must be active.

1. In the app, open Settings, Notifications section, and check that the Receive notifications on my phone button is on.
2. In your phone settings, check that notifications are allowed for the Beedeez app.

💡 The Receive email notifications button appears as well when your company has enabled that channel.

“The app is slow or freezes”

Close the app completely, then reopen it. If the problem persists, check in your app store that you have the latest version.

On an older device, free up storage space: a saturated memory slows the app down.

“I share my device with colleagues”

When your company has enabled this option, the Shared device section appears in your Settings. Turn the button on so that your progress stays separate from your colleagues’.

“My question isn’t here”

Your training contact is the person to ask. They alone can check what is distributed to you and correct which group you belong to.

Going further

• Taking a training: finding content, the difference between completed and passed, and access conditions.
• Managing your account and preferences: the fallback language, notifications and accessibility.
• Offline mode: downloading before you leave, and what never goes offline.
• Discovering the app: the areas of the menu, and why some of them are missing for you.