Overview
The customer received an error "user details not recognized" when attempting to access the onboarding course. The issue typically occurs when users attempt to log in with Contently credentials, which are not needed for course access.
Information
Error Message: "User details not recognized"
Cause: This error occurs when attempting to access the onboarding course with incorrect login credentials or when using Contently credentials, which are not required.
Resolution Steps:
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Access the Onboarding Course:
- Open the course link in a private or incognito window: Course Link
- Sign up, or sign in with one of the options offered, such as Google. Your Contently password won't work there.
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Enter Required Information:
- Enter your full name and the email associated with your Contently account:
<your_email@example.com> - Ensure there are no extra spaces or aliases in the email field.
- Enter your full name and the email associated with your Contently account:
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Complete the Course:
- Navigate through all sections until you reach 100% completion and see the completion screen.
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Troubleshooting:
- If the error persists, try using a different browser or device.
- Disable any ad-blockers that might interfere with the course.
- Double-check the email entry for accuracy.
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After the Course:
- Once the course is completed, nothing else is needed from you.
- A course completed with a different email address isn't linked to your Contently account and doesn't count as your training. Complete the course using the same email address as your Contently account.
Important: Use the same email address as your Contently account, because that's how your completion is linked to your Contently account.
Frequently Asked Questions
- How do I know if this error applies to my situation?
- You'll encounter the "user details not recognized" error when trying to access the onboarding course with incorrect credentials or when using Contently login details.
- What if I need to use a different email for the course?
- Use the same email address as your Contently account. A course completed with a different email address isn't linked to your Contently account and doesn't count as your training.
- The error persists after following the steps. What should I do?
- Provide the exact error message, browser, and time of your attempt to support for further assistance. This information will help in resolving the issue swiftly.