---
title: Troubleshoot course access in Infinity3
description: "Use these checks when a learner cannot log in, find their course or open a lesson. #### Before you start Ask for the learner’s email address, course name and the error they see. Confirm which portal address they are using.…"
url: "https://www.infinity3.co.uk/help/troubleshoot-course-access-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Courses & Memberships"
---

# Troubleshoot course access in Infinity3

Use these checks when a learner cannot log in, find their course or open a lesson.

#### Before you start

Ask for the learner’s email address, course name and the error they see. Confirm which portal address they are using.

#### If they cannot log in

1. Check that their contact email matches the email used for enrolment.
2. Confirm they are using your learner portal rather than the Infinity3 team login.
3. Ask them to check their inbox and junk folder for the access email.
4. Use the portal’s password reset or login-link option where available.
5. Ask them to use the latest link if an earlier one has expired.

Learners should set their own passwords. Do not ask them to share passwords or private login links.

#### If the course is missing

Check that the correct offer was granted and includes the expected course. For a purchase, check the product’s offer connection. For a workflow, review whether the grant action ran successfully.

Review any offer start date or expiry date. Access may not yet have started or may have ended.

#### If a lesson is unavailable

Check its publishing status, scheduled release and any locking settings. For playback problems, check the uploaded media and try an up-to-date browser.

#### Contact Infinity3

Share the learner’s email, course and offer names, the time of the issue and a screenshot of the error. Explain whether other learners are affected too.