Enter recovery code
To enter a recovery code, follow the steps below:
Go to your console home screen.
Click Trouble logging in.
Click I have a recovery code.
Recovery code is available 24 hours.
Enter the recovery code then, click Submit.
Create a new password.
Recovery code not recognised
If your recovery code isn't recognised this may be caused by the below:
If your manager has provided a recovery code, but you’re unable to enter it or receive a message stating it isn’t recognized, the code may have expired.
Recovery codes remain valid for 24 hours from the time they are generated.
If the code was generated more than 24 hours ago, we recommend requesting a new one from your manager.
If your account is already verified you can request another recovery code using your email address or phone number.
Haven't received a recovery code
If you haven't received a recovery code email please check:
Your junk folder.
The email used is the one you registered your account with.
If you've forgotten your username and have not registered an email address or mobile with us, please contact your System Administrator or Line Manager who can generate a recovery code. Additionally, ensure you are using the correct email address as your username and double-check for any typographical errors.
Additional Troubleshooting Tips
Ensure your browser is updated to the latest version.
Clear your browser's cache and cookies if login attempts fail repeatedly.
Handling Multiple Linked Accounts
If you suspect your email address is connected to multiple accounts, contact CPL Learning support to deactivate duplicates. Ensure your credentials are tied to the correct account.
Additional Support
If these steps do not resolve your login issue use the Access Digital Assistant. Provide a detailed description, including error messages, for faster assistance.