How do I reset my password or unlock my locked account?

Reset your own password

1. Go to the login page.
2. Click Forgot password? below the sign-in button.
3. Enter your username (this is your email address) and click Send Link.
4. Check your email for a password reset link. It may take a few minutes to arrive.
5. Click the link in the email and enter your new password.
6. Once saved, return to the login page and sign in with your new password.

Account locked after too many failed attempts

If you enter the wrong password too many times, your account will be locked automatically. A locked account cannot be unlocked by the user themselves.

Contact your company administrator (usually someone in your HR or training team) and ask them to unlock your account. They can do this from:

1. Go to My Company > Users/Roles > Users.
2. Search for the locked user in the table.
3. Click the user to open their details.
4. Toggle the Locked checkbox to No and click Save.

Admin: reset a user's password

As an administrator, you can send a password reset link (called a "Magic Link") to any user:

1. Go to My Company > Users/Roles > Users.
2. Find the user and click to edit them.
3. Click Reset Password and Unlock.
4. Toggle Send Magic Link to On and click Reset. This sends the user an email with a link to set a new password.

Why am I seeing "Access Denied" and how do I fix it?

The "Access Denied" page appears when your user account does not have permission to view the page you are trying to access. This is controlled by the role assigned to your user account.

Common causes

• Your role does not include that page. Each user is assigned a role (e.g. HR, Operative, Site Manager) that controls which pages, tabs, and buttons are available. If the page is not enabled for your role, you will see Access Denied.
• Your user is not linked to an employee profile. Some features (like "My Profile") only appear when your user account is linked to an employee record.
• A permission was accidentally removed. If an administrator recently changed role settings, a page may have been unintentionally hidden.

How to fix it

Contact your company administrator and let them know which page you were trying to access. They can update your role permissions:

1. Go to My Company > Users/Roles > Roles.
2. Click the role assigned to the affected user.
3. Find the page in the permissions list and enable access.
4. Click Save.
5. Ask the affected user to log out and log back in for the change to take effect.

How do I reset MFA/authenticator after changing phones?

If you have a new phone or have lost access to your authenticator app, you will not be able to log in until an administrator resets your MFA credentials.

What to do

Contact your company administrator and ask them to reset your MFA. They can do this from:

1. Go to My Company > Users/Roles > Users.
2. Find and open your user account.
3. Click Reset MFA.
4. Click Save.

After the reset

1. Go to the login page and enter your username and password as normal.
2. You will be shown a QR code on screen.
3. Open your authenticator app (Microsoft Authenticator, Google Authenticator, or similar) on your new phone.
4. Scan the QR code to add your Competency Cloud account.
5. Enter the 6-digit code from the app to complete setup.

You only need to do this once. After setup, the app will generate a new code every 30 seconds for future logins.

How do I link a user account to an employee profile (and fix mismatches)?

Why link a user to an employee?

A "user" is a login account. An "employee" is a person's profile with training records, competencies, etc. Linking them together allows the person to see their own profile when they log in (via the "My Profile" menu).

Linking a user to an employee

1. Go to My Company > Users/Roles > Users.
2. Find and click the user to edit them.
3. In the Employee field, start typing the employee's name.
4. Select the correct employee from the dropdown.
5. Click Save.

Once linked, the user will see a "My Profile" item in their menu.

Fixing a "User & Email Mismatch" warning

This warning appears when the email address on the employee profile does not match the username (email) of the linked user account. To fix it:

1. Check which email is correct - the one on the employee profile or the username on the user account.
2. Update the incorrect one to match:
   • To update the employee email: open their profile and edit the email field.
   • To update the username: go to My Company > Users/Roles > Users, edit the user, and change the username.
3. Click Save after making the change.

Why can't a user see "My Profile"?

The "My Profile" menu only appears when the user account is linked to an employee record. If it is missing, follow the linking steps above.