Recovery codes should be generated for users who need to reset their password but haven't yet verified an email on their account. Users who have verified an email address can recover their accounts by following this handy guide.
Recovery codes can be generated either in the People section of the main training platform or through the Admin Tool.
🤓Tip: We recommend you provide a user's username with the recovery code. This ensures they sign in with the correct username when they log in with their new password.
People section
As long as you oversee a user in the hierarchy, you'll be able to find users in the people section of your account security settings and generate a recovery code from here.
Once you're signed in to the courses page, click your initials in the top right corner and click Account.
Click People.
Find the user's name and click it.
Note the username that appears in the Username box. If you can't see a username or last login date, it means the user hasn't signed in for the first time, and you won't be able to generate a recovery code. Instead, you'll need to reset their first-time password.
Click Generate Recovery Code.
Give the six-digit code that appears to the learner, along with their username. This guide explains how they use the recovery code. Recovery codes are valid for 24 hours.
Admin Tool
You can also generate recovery codes through the Admin Tool if you have the right permissions. This method is similar to the People section, but uses the Admin Tool’s employee search and user details features.
⚠️Important: You'll need certain permissions to access the Admin Tool. If you don't have access, speak to your learning and development team to discuss this.
From the Admin Tool, click Employees.
Search for the user, then click their name.
Scroll down to User Details, then click View User Details.
Tick each of the boxes next to the security questions, then click Next.
Click Generate Recovery Code.
Give the six-digit code that appears to the learner, along with their username. This guide explains how they use the recovery code. Recovery codes are valid for 24 hours.
🤓Tip: In the same section, you can check the learner’s username and provide it with their recovery so they can log in without further issues.