Fix a problem — start here

Applies to: Learner · Group Lead · Company Admin

This page lists every Practis troubleshooting guide in one place — find the symptom closest to yours, or search this knowledge base for the exact error text on your screen.

• My invitation link doesn't work
• "Your account has not been set up for Practis yet" — what it means
• "Your account is not active" — how to get back in
• How do I reset my password?
• Why am I sent to a different login page than my coworker? (SSO)
• Where are my notifications? (bell vs. Alerts tab)
• "Update Required" and offline notices — what they mean

• Why is my Learning Path locked?
• "No training assigned yet" — what to do
• Why is my activity locked?
• "We didn't hear you" during a Scenario
• "You need 65% to submit" — improving your accuracy
• My recording won't submit
• The customer's audio won't play
• "Still scoring…" — when results take a while
• I left mid-session — is my progress gone?

• Allow microphone access (and fix a blocked mic)
• "Minutes limit reached" — what now?
• "Your AI access is suspended / expired / pending"
• "User not authorized for this AI configuration"
• My call won't connect / keeps reconnecting
• Why did the Scrimmage tab disappear?

• Why can't I see one of my reps?
• Why can't I add people or assign training?
• Where's the Feed?
• "You're no longer a Team Leader" — role changes

• "This email already exists" — reactivate instead
• Why can't learners see my content?
• "No matching data was found" when requesting a report
• My report never arrived

If your problem isn't listed, contact Practis Support with your work email, the exact error text, and a screenshot — see How to contact Practis Support.

Next steps

• How to contact Practis Support
• Practis terms explained (glossary)

Last verified: Sep 2026 against Practis 3.30.x.