1) Have they taken the assessment?
If no, they need to click on the "I’m ready to get started" button in the assessment invite.  A new assessment invite can be sent out from the contact learner page.  Learners who have not taken the assessment do not need to log into Cognassist.

2) If they have taken the assessment, are they recorded as No need identified or Needs assessment required?  Not identified learners do not need to log in as they don’t need the support provided by Cognassist.  It is always good for them to have their cognitive diversity assessment report, if not already given, as it can show how they learn best.

3) If they did identify on the assessment and have completed a needs assessment, have they logged in before?  If not, they may never have set their password.  On the learner details page, you will find the below Resend registration invite button.  This will resend the learner the welcome email again, so they can log in and set their password for the first time.

4) If they have logged in before, but can’t remember their password, you or your learner can request a forgotten password link on the login page.

5) Do they have an end date in the past?  If they do and they are still on their programme, you will need to remove or amend the learner's end date.  Information to do this can be found on the link below
Removing and changing end dates