Here are some common questions and scenarios you might encounter. Click on the relevant index item to see guidance related to that topic.
- Login and access issues
- Permissions, roles and visibility
- User creation, editing and profile configuration
- CSV imports and API errors
- Account status and subscription lifecycle
- Programme configuration
Login and access issues
My account has been locked when trying to sign into Aptem. How do I unlock it?
If repeated login attempts on Aptem have triggered an account to be locked, you may see an error message like the one below:
If you receive this message, then your account has been put into a safeguarded state to protect it from potential threats. To regain access to the account, you will need to reset your password.
You can look to reset your password by following the advice in this article: How do I reset a forgotten password?
A user is trying to log in to Aptem but is seeing a dropdown. Why?
The user may have an account with another training provider that also uses Aptem, which is why multiple provider names appear in the dropdown. They can simply select the correct training provider from the list and log into their account.
I have sent an activation email for a user, but they say they haven't received it. What should I do?
- Ensure that you have the correct email address
- Ask the user to check all folders or inboxes, including their junk/spam folders and any special inboxes (for example Promotions in Gmail).
- Check if the email is being sent to a work address? If yes, ask the user to check with their IT department that emails from email@aptem.co.uk are being allowed through to their inbox.
- If they are still unable to find the email, you can try re-sending using Aptem Classic (see: How do I re-send an invitation to a user using Aptem Classic?)
- If the above steps do not work, please contact Aptem Support by raising a ticket or via an email to support@aptem.co.uk
Why can't my learner log in to their account?
To resend the invitation email for a user:
- Go to the user tile.
- Search for the user.
- Click on their name.
- At the top of the users profile, click Send Invitation.
How do I re-send an invitation to a user using Aptem Classic?
To re-send an invitation using Aptem Classic:
- Navigate to the Users token and search for the user.
- Click on their name to open their profile.
- Click on “send invitation”.
Permissions, roles and visibility
We wish to assign a Case Owner to a learner, but the required tutor is not appearing in the drop-down list.
Please ensure that the required tutor is in the same group as the learner.
Why can't a manager view learners that are linked to them?
If a Manager is unable to view a learner, it is likely that they do not have the 'Employer – View in all Assigned Group(s)’ role assigned.
Why am I unable to see an employer in the manager dropdown of the employer organisation in the learner profile?
If you cannot see an employer in the manager dropdown of the employer organisation, and have confirmed that the manager is linked to the correct employer group, it may be due to the group hierarchy. If the employer holds a higher group hierarchy than your own, you will not be able to view the employer in the dropdown menu.
Please modify the employer's group structure to include only the groups assigned to the learners, or alternatively, kindly ask an admin with a matching group structure to designate the employer as the manager for that learner.
Admin’s group structure:
Employer’s group structure:
For Reviews and Compliance documents, what is the difference in permissions and functionality between the manager and an employer user with the "Employer – View All in Assigned Group(s)" permission?
If an employer user has the Employer – View All in Assigned Group(s) permission assigned to them, they will be able to sign review and compliance documents for all learners in their assigned groups, rather than just the learners which they are the assigned line manager for.
Both the manager and other employers in the same group can edit review sections where edit access has been granted to employers. Neither of them will be able to edit compliance documents apart from signing them.
Any notifications relating to reviews or compliance documents will only be sent to the manager.
For a full list of Employer permissions, please see: List of Employer permissions.
User creation, editing and profile configuration
Can access to classic be disabled by default across the tenant?
No, access to Classic cannot be revoked across the tenant, as Admins would still need to access it.
Access to Classic or Console can be defined upon user creation or while editing existing an existing user's details:
Can a learner account be changed to an employer account?
It is not possible to switch an account from one type to another as there is specific information attached to the unique identifier of a Learner that an Employer profile would not have (such as Learning Plan components, Programme history, ILR and more).
Can learners be cancelled or archived in bulk?
In the user interface (UI), it is not possible to update the subscription status for multiple learners at once; each learner must be updated individually.
However, this can be achieved programmatically using the unsubscribeUser API method under the User endpoints (REST API Endpoints ), for more information please see this article and Aptem's API Documentation - Unsubscribe User
The unsubscribeUser API method allows you to cancel a learner’s subscription by setting their subscription status to "Cancel." By iterating over a list of learner IDs and making API calls, you can unsubscribe multiple learners in bulk. The unsubscribeUser API method is applicable for learners with 'Prospect,' 'Invited,' or 'Full User' subscription statuses, but it does not apply to learners with 'Expired' or 'Archived' statuses.
Please note that there is no API method available to "Archive" a learner; this action must be performed individually via the UI.
I am unable to create an additional Aptem account using my email address, why is this?
Aptem accounts can only be created with a unique email address, for security purposes.
You may want to use the Aptem platform as both a Learner and Tutor, or perhaps as a Tutor and an Internal Verifier. In these situations, if you require multiple Aptem accounts, you will need to use a unique email address for each account.
Please note that even when an account is cancelled, the email address associated with that account can still not be used as part of another user account. If you wish to use the email address for a new user account, please amend the current email address set up for the cancelled account, for example by adding a 1 to the address. This will then free up the email address to be used again.
Why does the number of active users in the Users Overview tile (Classic) not match the number of active users within the Users tile (Classic)?
The active users shown within the Users Overview tile (Classic) will include users where the subscription expiry date has not been reached yet. This will still count cancelled and archived users.
When filtering for users that have their status as active within the Users tile, this does not take the account expiry date into account and will only show users that have a status as active regardless of the account expiry.
Why does a manager’s name appear twice in the manager drop-down list for a learner?
This can be caused by the employer being assigned to both the employer group and the sub employer group within the same employer group.
To resolve this, unassign the employer from either the employer group or the sub employer group.
Can you update multiple assessor phone numbers via a CSV upload?
Admin/Employer accounts cannot be updated via a CSV upload, so this will need to be done manually.
Is it possible to import learners and include their SSO/authentication type?
When bulk importing learners into Aptem, the upload users CSV functionality can be used to update SAML fields and authentication type.
When attempting to edit a user profile in Aptem Classic, the page freezes and does not save changes.
If this occurs, check the learner's profile via Aptem Console. If the 'Landline' number contains a comma or any special character that is not a supported format, this issue will arise.
After removing any invalid special characters, you can update the learner's profile.
Please note that the Aptem system has validation in place to prevent the entry of special characters in this field, so it is not possible to enter an invalid line number via the UI. However, please be mindful of the format when creating entries via the API.
Why am I receiving an error message stating that an email already exists in Aptem when I can't locate it in the users tab?
By examining the screenshot below, you can observe that the error message indicates that the email address has been previously registered.
If you attempt to locate this email using the search function, you will not see any corresponding records.
The error arises because the system detects an email address that is already in use for another user's login. In order to identify which account is associated with the email address, kindly use the ‘Login’ field in UGR.
This will allow you to subsequently modify the username field to a different email address, thus making the email ID available for use.
CSV imports and API errors
Why are new accounts being generated when using the CSV importer to assign case owners?
Please ensure that you have correctly specified the case owner in your CSV file, and that it matches an Aptem admin already present in the system.
The case owner field in the CSV file is required to match an Aptem account, so if the name specified in the field has been spelt incorrectly or doesn't exist, an account for the Case Owner will be created during the import process instead.
When trying to create users via the API, I am getting an "Invalid Case Owner information" error.
A common cause of this issue is that when using the API, the Group the Learner needs to be allocated to is not being specified ("groupId":null,").
By default, Aptem will choose the Root group if a group is not specified, but if the Case Owner does not have access to the Root Group, the Case Owner will not be allocated to the Learner, and the error message "Invalid Case Owner information" will be displayed.
In order to resolve this, the Case Owner will either need to have access to the Root group, or a group that the Case Owner has access to, must be specified when using the API to create a Learner.
When importing learners using a CSV file, I get an 'Ambiguous Case Owner' error message.
This error message means that Aptem cannot identify which Case Owner account the Learner should be assigned to. This is usually because the Case Owner specified in the file has multiple Aptem accounts.
To resolve this, please ensure that you have removed or amended one of the accounts so there are no longer duplicates for this User.
Is it possible to change the case owners for learners in bulk?
It is possible for you to change the case owners for Learners in bulk. To do this you can use the Upload Users functionality in the Users Overview tile. You will only need to include the following columns in the upload form:
Please note that the User ID is not included in the default upload form, so this will need to be added in manually, as the first column.
Please ensure that the Case Owner name matches with the name already in the system, so that the correct existing case owner record gets assigned to the learner. If it doesn’t match, then the system creates a new account for the given case owner name. Please note that the Case Owner name is case-sensitive.
Once this information has been filled in, you can then upload the form and the case owner for the Learners will be updated, without causing any duplicate records.
Account status and subscription lifecycle
If you cancel a learner’s subscription, does this remove any evidence and work the learner had completed?
This does not remove any learning plan data – this can only be done by deleting the evidence from the Learning Plan.
A learner has been put onto a delivery programme but has not signed compliance documents. We want to stop access to Aptem but let him continue later in a few months. What should we do?
You can stop the programme on their profile in Console and then re-enrol later. This will enrol him in the default account programme, which has no accessible content for the learner.
However, if you wish to restrict his access, you'll need to deactivate his account and then reactivate it upon his return. This must be done in Classic:
Does every account transition to 'Expired' once the subscription ends, regardless of its subscription status?
Only accounts with subscription statuses of FullUser or Cancelled will transition to "Expired" when their subscriptions end. Accounts with other subscription statuses will not transition to "Expired."
Further details:
- User accounts with a subscription status of 'FullUser' or 'Cancelled' will transition to "Expired" once their subscription ends.
- User accounts with a subscription status of 'Archived' will not transition to "Expired" after their subscription ends. Instead, they will retain the status of "Archived."
- User accounts with a subscription status of 'Invited' or 'Prospect' will not expire, as these users do not have a subscription end date until they activate their account (example provided below). As a result, their accounts will not transition to "Expired."
What is the difference between archived and cancelled account subscription statuses?
In terms of functionality, both statuses behave the same within the platform. Archiving or Cancelling an account will prevent the User logging into their account, and remove the account from view.
Administrators with the Supervisor permission will be able to view these accounts by using or clearing the filters in the Users Tile. Without the Supervisor permission, only cancelled accounts can be viewed or edited.
The names of these statuses differ for reporting purposes.
How long after a learner has officially completed their qualification do they keep their access to Aptem?
The learner can keep their access to Aptem until you decide to deactivate their account.
Basically, each learner is given a subscription length which can be defaulted at tenant level. This can be amended by means of a Support request.
What this means in reality is, is until you deactivate their account, they currently will always have access to Aptem post completion unless you tell the system otherwise by clicking on the red X next to their Subscription Status in Classic > User Tile.
As you know, a “FullUser” is displayed as follows:
After the red X been selected, the following happens in this order:
You can reinstate the learners record by clicking on the green icon:
Then the learner is back in where they left off.
Note: Process Automation is the primary way of restricting learner access to their record in the sense that, if they are put on a Break in Learning, or their programme ends - process automation results in read-only access. But even this does not revoke their access. The only way to do that currently is through the process steps above.
Why can’t we archive the accounts of some learners that have completed their apprenticeship? An error has appeared "This user is included in ILR batch file and can't be archived. If you wish to proceed, please mark the ILR as unfunded."
Check if the learner's programme has been stopped on their profile, if it hasn’t, then they are still effectively "live" from the system's point of view. Stop the learner's programme and you can then archive them.
Programme configuration
Can I shorten the EPA period length for individual learners?
There is no current way to change the EPA period for individual learners without impacting the other learners enrolled on the programme. As a work around, we would suggest that you clone the Learners current programme, change the EPA period in the programme configuration, and then enrol the individuals on to this programme.
Please note, if you use this method, all relevant documents will need to be re-signed.