Common issues: learners cannot access their content

A learner cannot find their content, does not appear in the user list or cannot log in: in most cases, the issue is related to their account, group membership or access configuration.

This page covers the most common situations, explains what to check and points you to the relevant settings.

Check the learner’s access first

⚠️ Back-office access does not automatically give access to learner content. Administration permissions and group membership are separate.

An administrator who does not belong to any group may therefore see no content in the app.

Before investigating further, check what the learner actually sees. The Log in action lets you open their session and view their learning paths, progress and accessible content.

To learn more, see Log in as a learner.

The learner does not appear in the user list

Start by checking their group membership.

A learner who does not belong to any group may fall outside your scope. Similarly, if your permissions are restricted to specific groups, you only see learners belonging to groups included in that scope.

Add the learner to a group you can access, or ask for your permission scope to be updated.

Also check Include deactivated learners: deactivated accounts are hidden by default.

To learn more, see Add users.

The learner cannot log in

If the account exists and belongs to a group, check the following with the learner.

1. The login identifier. It must exactly match the value stored in their user profile. Depending on your account configuration, this may be their email address or internal identifier.
2. The password. If authentication uses your company account, the password must be managed through your IT department. Otherwise, the learner can use Forgot password from the login screen.
3. The application they are using. Make sure the learner is trying to log in to the learner app rather than the back office. If needed, send them the correct app link or download link.

A newly created group does not appear

Some distribution or statistics permissions can be restricted to a specific list of groups.

⚠️ This list is not updated automatically when new groups are created. A group created after the permission model was configured may therefore fall outside your scope.

Check the relevant user’s permission model and add the new group if necessary.

To learn more, see Who can distribute what?.

The learner exists but cannot see their content

Check the distribution chain in this order:

1. is the capsule Online?
2. is it included in the relevant learning path?
3. is the learning path associated with the group?
4. does the learner belong to that group?
5. are any visibility or activation conditions applied to the capsule?

💡 Also ask the learner to refresh the app. Access changes are not always updated in real time. On mobile, learners can refresh the home screen by pulling down.

For a detailed step-by-step check, see Common issues: content distribution.

Imported learners have never logged in

If a batch of imported accounts remains in the Not connected status, check which identifier was used during the import.

The expected identifier depends on the Identifier type setting used when creating users. Two values are available:

• Email;
• Internal identifier.

This setting is defined at account level, but a group can override it through its advanced settings.

⚠️ The identifier type does not necessarily depend on the login method. For example, an account using SSO may still identify learners by email address.

Check the Identifier type setting, then reimport the users with the correct column if necessary.

To learn more, see Add users.

Learners did not receive an invitation email

Creating an account does not automatically send an invitation to the learner.

The same applies to accounts created through HRIS synchronization: no automatic communication is sent when the account is created.

To send an invitation, go to the user list, select the relevant learners, then click Send an invitation.

For more information about preparing learners for launch, see Pilot and launch.

A dynamic group does not contain the expected learners

Several factors can explain why the group contains a different population than expected.

1. The group is still being recalculated. The message The group is being recalculated displays a progress percentage. Wait for the process to finish before checking the group membership.
2. The criterion value does not match the actual user data. A label that differs from the value stored in user profiles can result in an empty group without displaying an error. Letter case does not matter: Lyon and LYON are treated as the same value. Check the existing data from the user list.
3. Some members were added manually. A learner who was added manually is not removed automatically if they no longer match the group criteria. The preview identifies these learners in the Manual member column. They must also be removed manually.

To learn more about criteria and recalculation, see Dynamic groups.

A deactivated user still appears in some data

Deactivating a user does not delete their account or history.

Their progress, activity and statistics are preserved. They also remain members of their groups until you explicitly remove them.

To remove only their group membership, use Remove from group.

To learn more, see Deactivate and reactivate a user.

A manual change is overwritten after synchronization

When an HRIS manages user accounts, the data from the HRIS is the source of truth.

A value changed manually in Beedeez may therefore be overwritten during the next synchronization. Similarly, manually reactivating a user marked as having left in the HRIS may not persist.

To make a change permanent, update the information directly in the source system.

A former employee still has an active account

Synchronization does not automatically deactivate an account simply because it is missing from an HR file.

Deactivation depends on the departure information sent by the HRIS.

Accounts that are not managed by the HRIS, such as some contractors or temporary workers, must be deactivated manually when necessary.

The Delete button does not appear

Users and groups are not permanently deleted: they are deactivated.

Deactivation keeps their data and history and can be reversed later.

For users, see Deactivate and reactivate a user.

Learn more

• Log in as a learner: check a learner’s access and actual experience directly.
• Common issues: content distribution: check the relationship between the capsule, learning path, group and learner step by step.
• Dynamic groups: understand membership criteria and how recalculation works.
• HRIS synchronization and provisioning: understand which user data is managed by the HRIS and how it is synchronized with Beedeez.