FAQ and troubleshooting

Short answers to the questions managers ask most, and fixes for the snags they run into.

Each answer links to the page with the full steps.

Getting started

Why do some screens say academy, course or requirement?

These are older words. An academy is a workspace, a course is a training, and a requirement (or exigence) is a training need.

Why are my menus in another language?

The app follows the Language of the workspace you are in, not your browser. Change it in Settings › ADDRESS. It also sets that workspace's portal and messages (Set up your portal).

Where is the Knowledge Base?

Your documents now live with the training need they support: click + ATTACH on a need on Training needs, or pick files under AVAILABLE DOCUMENTS when you create a training (Manage your training needs).

Where did Insights go?

The Dashboard replaced it: it says whether your team is up to date (Read the Dashboard).

Trainings and training needs

I created a training need by mistake.

You cannot delete it yet. Without a published training, nobody owes it. If it has one, click Edit on the need and set TYPE to Optional. To have it removed, write to support@learniverse.app.

I published a training, but nobody owes it.

If the need's card shows Nobody is in scope, nobody holds its roles. Click Assign the roles to give people that role on Team. To pick other roles instead, click or change who it applies to. An Optional need is never owed (How Learniverse decides who owes what).

My video will not upload.

  • "HEVC (H.265) video isn't supported": re-export the file as H.264 / MP4, or set the iPhone's Settings › Camera › Formats to Most Compatible before you record.
  • "Video storage limit reached (1GB)": your videos share 1 GB, up to 100 MB each. Delete an old one first.
  • Lifetime (AppSumo) plans cannot upload videos. Paste a video link instead.

The Video block itself does not upload: add the file with + ATTACH on a training need, then pick it in the block's Knowledge base tab (Edit a training).

Can I put a training in our own LMS?

Yes, as a SCORM 1.2 package, a PDF or an embed. Only the person who created a training can export it as SCORM (Publish, export and share a training).

People and follow-ups

Someone did not get the invitation.

Ask them to check their spam folder for "You've been invited to join", and check the address in the CONTACT card of their training file. Then click Follow up next to their name under WAITING TO JOIN on Team, at most once every 24 hours (Add people to your team).

Someone sees "Approval Pending" on the portal.

They signed up without an invitation, or with another email. Click Accept on their request under WAITING TO JOIN on Team. To let everyone in straight away, turn on Automatic admission in Settings › ADDRESS.

"The learner seat limit is reached — no one could be added."

Everyone you add takes a learner seat across all your workspaces, even before they join and while on leave. Free seats with Remove from the team on the training file of anyone who has left (Manage your plan, seats and credits).

The agent is on, but nobody got a reminder.

In Settings › REMINDERS › Modify, check that the Follow-ups switch is on. UPCOMING shows what is planned and SENDS what went out. Messages go out between 8:00 and 20:00, people who have not joined get only reminders to join, and nobody is followed up while on leave or for an Optional need (Automatic follow-ups).

Nobody gets the weekly report.

In Settings › REMINDERS › Modify, switch on Weekly report, click its name and tick people under Sent to. Changes save at once. At first, only managers whose Notifications are on in Settings › ACCESS are ticked, and that is off by default. No report goes out in a week when nobody has anything left to do.

How do I get SMS?

Write to support@learniverse.app. Learniverse switches SMS on for your workspace, for Canadian and US mobile numbers. Until then, the SMS options are greyed out and everything goes by email.

Portal and sign-in

Can people use their phone?

Yes. The portal works in any phone browser, with no app to install (What your people see).

I tried my portal: nothing was saved.

Managers see a preview, so nothing is saved. To try it as your people do, add a test person on Team with another email address you own and join from that invitation. Your Dashboard is at www.learniverse.app/home.

"Could not confirm OTP. Please try again."

The code was mistyped, expired or replaced by a newer one. Start again the way you began (sign up, sign in, or Forgot password?) and type the code from the newest email only.

A co-manager cannot finish joining.

If they already have a Learniverse account with that email, they should not sign up again. On Join your team, they choose Sign in next to Already have an account? The workspaces you gave them are already there (Invite co-managers).

"Read the welcome message" stays on everyone's To do.

People can complete the welcome only while Require before unlocking is on in Settings › WELCOME. Turn it on, or empty the Letter to have no welcome step (Set up your portal).

My portal link stopped working.

If you changed the Subdomain in Settings › ADDRESS, the old address no longer works: send people the new one. If you connected your own domain, add its DNS records and click Re-check until you see DOMAIN VERIFIED (Set up your portal).

Plans and billing

What happens when my free trial ends?

Your card is charged and everything carries on. To stop, the Owner cancels before then in Settings › PLAN › Billing (Manage your plan, seats and credits).

Every page says "Upgrade to continue using Learniverse".

Your workspace has no active plan: a payment failed, or the trial was never started or was cancelled. Your people see "Academy Inactive" on the portal. Only the Owner can fix it, with Unlock Access. Nothing is deleted. If you stopped the setup before the trial, sign in again to finish it.

What uses AI credits, and do they expire?

Credits pay for AI work, such as the Assistant in the training editor and processing your documents. The whole team shares one balance. Monthly credits refresh every billing period; credits you buy never expire. Only the Owner can buy more (Manage your plan, seats and credits).

Does the AppSumo lifetime plan include the agent?

No. The agent shows Upgrade to unlock and sends nothing on its own, but you can still remind people yourself from the Dashboard or a training file.

Getting help

How do I contact support?

Click the chat bubble at the bottom right of any page in the app, or write to support@learniverse.app. Owners and Managers also find Help & resources in the sidebar.

Next steps