This article offers troubleshooting steps when learners are not visible to employers in their employer portal. It covers common issues such as verifying contact assignments, ensuring proper registration, and checking login details. As a provider you can follow these instructions to resolve visibility problems.
1. Ask the Employer to check the Learner Tab
- Ask the employer to confirm if the learner listed in the portal under the learner tab when searching. If the learner is not listed, continue to step 2.
2. Verify Contact Assignment
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Check the Contact Assignment: On the learner record under employment details, is the correct contact assigned (with the right email address)?
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- If it doesn't match: This is why learners are not visible. Update the employer contact on the learner record to be correct.
- If it matches: Skip to step 3
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3. Registration and Login Details
Check if the employer has completed their registration. This can be seen by searching for the employer location and then the employer contact record:
- Contact is showing as registered
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- Check the employer is using the correct email address to log in. Employers can register at multiple locations and with different providers and may have used a different email address.
- If they are using the correct email address and the contact is registered, we suggest temporarily disabling the contact record and resending the invite. This will trigger a new registration email which the employer should action.
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- Contact is showing as not registered:
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- They must follow the registration link each time they are invited to link all accounts. If they forget to do this, they may not see learners. Resend the invitation again and ask them to follow the registration link.
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If, after trying the above steps, the employer still cannot see learners in their portal the Bud support team may be able to assist further - please raise a ticket.
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