Reset your password as a verified user
To reset your password, follow the steps below:
â ď¸Warning: 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.
Go to your console login screen.
You can also use the CPL Learning app on iPhone or Android.
Click Trouble logging in?
Enter your email address or phone number, then click Confirm.
The details you enter must be the ones you've registered your account.
Enter the recovery code from the email, then click Submit.
Update your password then sign in with new credentials.
If the account is verified, your username is your email address.
đ¤ Tip: If you're a manager, you can reset an employee's password.
Login fails after successful reset
If your password reset completed successfully, but you still can't log in, the most common cause is using the wrong username.
đ Important: After resetting your password, your username is your email address, not your original username. Use the email address you registered with your account to sign in.
If you're still unable to log in after a successful reset, work through the following checks:
Make sure you're signing in with your email address, not a username or staff ID.
Check for typos, copy and paste your email address rather than typing it.
Check that Caps Lock is off when entering your new password.
Try signing in on a different browser or in an incognito/private window.
Clear your browser cache and cookies, then try again.
If none of the above resolves the issue, your account may have a configuration problem, such as a duplicate email address linked to multiple accounts, or an email address that hasn't been verified.
Reset password as a first-time user
In this section, youâll find guidance on how to reset your password if youâre a first-time user. It covers everything from getting your initial login details to what to do if your credentials have expired, ensuring you can access your account smoothly.
Get your first-time login details
Check your email for your first-time login information.
Also, check your spam or junk folder.
If you haven't received your email, please contact your manager to request your initial, generic login details.
Login failed as a first-time user
There are cases where first-time credentials expire or are no longer available. When this happens, users often try to reset their password using the Trouble logging in? option.
You can only reset your password if your account already has an email address associated with it.
If no email address is registered on the account, you wonât receive a recovery code.
What to do next
If youâre unable to reset your password because no email is linked to your account, here's what you can do:
Reach out to your manager and ask them to generate a recovery code for you.
Once your manager generates the recovery code, you can use it to reset your password.
After password reset, your username becomes your email address.
Log in again with your email and the newly reset password.