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Frequently Asked Questions

I received the Account Activation Email, but the activation link doesn't work. What can I do?

The three main reasons you may not be able to activate your account via activation link are:

  1. The activation link is not present
  2. The activation link is present but it does not allow me to click on it/doesn’t bring me to the LMS
  3. The activation link is present but clicking it logs me in under someone else’s account

Scenario 1) You received the Account Activation Email but do not see the activation link.

Each organization’s IT Department implements unique network restrictions so that when you are on-site (on your organizations network), you may have limited access to visiting websites or receiving emails from unknown senders. Since you may be visiting the LMS, and receiving email communication from HWapps, for the first time, your IT Department’s restrictions may be blocking your ability to receive hyperlinks that appear in emails from “new” or “unknown” senders. In this instance, you could receive an Account Activation Email with a blank space where the activation link should be.

If this is the case, please follow these steps:

Resolution Option 1:

  1. Go to the ‘Reset Password’ page: http://carecompasslms.hwapps.org/reset-password/
  2. Enter your email (the email your organization would have created your account under)
  3. Look for a Password Reset email (check junk/spam) and follow the instructions
  4. You will be allowed to set your password and activate your account
  5. Consult your organizations ‘Partner Admin’ who is responsible for implementing the LMS at your organization and ask that they consult their copy of the LMS Tech Specs document which will allow them to work with the IT Department to permit employees access to emails from HWapps and the LMS.

Resolution Option 2: 

  1. Submit a support request ticket >
  2. Consult your organizations ‘Partner Admin’ who is responsible for implementing the LMS at your organization and ask that they consult their copy of the LMS Tech Specs document which will allow them to work with the IT Department to permit employees access to emails from HWapps and the LMS.

Scenario 2) The activation link is present but it does not allow me to click on it/doesn’t bring me to the LMS

Each organization’s IT Department implements unique network restrictions so that when you are on-site (on your organizations network), you may have limited access to visiting websites or receiving emails from unknown senders. Since you may be visiting the LMS, and receiving email communication from HWapps, for the first time, your IT Department’s restrictions may be blocking your ability to access the LMS site. In this instance, clicking the activation link will not work.

Resolution: 

Consult your organizations ‘Partner Admin’ who is responsible for implementing the LMS at your organization and ask that they consult their copy of the LMS Tech Specs document which will allow them to work with the IT Department to permit employees access to emails from HWapps and the LMS.

 

Scenario 3) The activation link is present but clicking it logs me in under someone else’s account

If you are sharing a computer with other employees activating their accounts or using the LMS, you may be unable to activate your account. In this instance, when you click the activation link in the Account Activation Email, you will be redirected to the LMS and logged in on an account that is not your own. We ask you do the following:

Resolution: 

Step 1) Log out of the account that is not your own by hovering over the grey avatar square in the top-right of your screen and selecting ‘Log Out’

Step 2) Go back to the Account Activation Email and re-click the link

Step 3) After your session, ensure you log out so as to not create the same problem for the employee who uses the computer after you

 

Still have having issues?

Submit a support request ticket >

 

I haven't received an account activation email. Where is my account?

The two main reasons you may have not received the Account Activation Email are:

  1. Your account has not been created yet
  2. Your account has been created but you haven’t (or can’t) receive the Account Activation Email 

 

Scenario 1) Your account has not yet been created.

Resolution: Speak to your supervisor. Your organization or facility likely has not yet sent the LMS Team information and instructions about the creation of your account. Therefore, no account has been created for you yet. Once your organization or facility has sent the LMS Team the information and instructions needed to create your account, please allow 48 hours to receive the activation email.

Scenario 2) Your account has been created, but you do not see the Account Activation Email.

Resolution: Each organization’s IT Department implements unique network restrictions so that when you are on-site (on your organizations network), you may have limited access to visiting websites or receiving emails from unknown senders. Since you may be visiting the LMS, and receiving email communication from HWapps, for the first time, your IT Department’s restrictions may block your ability to receive the email or access the site.

To resolve this, consult your organizations ‘Partner Admin’ who is responsible for implementing the LMS at your organization and ask that they consult their copy of the LMS Tech Specs document which will allow them to work with the IT Department to permit employees access to emails from HWapps and the LMS.

Additionally, check your junk/spam folder for the Account Activation Email.

 

Still have having issues?

Submit a support request ticket >

Still have questions? Our team can help.

For technical questions and feedback, email [email protected]g. These may include issues such as browser compatibility, web technologies, page loading speed, and log in difficulties.