We understand that encountering issues at the start can be frustrating. Below are some common scenarios and how to resolve them:
User is already added to your LMS
User is already added to your LMS
If you see an error indicating that the user already exists in your LMS but cannot find them in your active learners list, it is likely that the user was previously added and later deactivated.
In this case, you can reactivate the user. Once reactivated, you will be able to assign courses, track progress, and manage certifications as usual.
User is already added in another LMS
User is already added in another LMS
Each learner can only be associated with one LMS organisation at a time.
If you receive this error, it means the user is currently linked to another organisation’s LMS. You will not be able to invite them until they are removed from the existing organisation.
If the learner should join your organisation instead, you can ask them to contact Alison Support via email at support@alison.com or through live chat to request removal from their current LMS.
Once the request is processed, you can invite them again.
Learner status remains “Invite Sent”
Learner status remains “Invite Sent”
If a user’s status shows as “Invite Sent”, it means they have not yet accepted the invitation.
You can:
Resend the invitation from the Manage Teams page
Or share the invite link directly (e.g. via your internal communication tools)
To resend the invite, click the three dots next to the user’s name and select “Resend Invitation”.
If you continue to experience issues, feel free to contact our support team via email or live chat—we’re here to help.