What if you can't sign in?
Password refused, Microsoft or Google account not recognised, expired link, platform unavailable: the sign-in messages and their solutions.
In FAQ and troubleshooting
- Which file formats are accepted?
- What are the system requirements for Complement?
- Why can't a learner see a course?
- Why can't you edit a course?
- Why is a course's publication refused?
- What if an import or AI generation fails?
- What if the microphone or sound doesn't work?
- What if you can't sign in?
- What does the "Access suspended" message mean?
Find the message shown, then follow the matching solution. The Help and support form is only available once you are signed in: if you are stuck, contact your platform's administrator first.
Your password is refused#
The app shows "The email and password don't match". First check what you typed. If the error persists, reset your password:
- Click Forgotten password, enter your address, then click Continue.
- Open the "Reset your password" email and choose a new password.
The app confirms that the email was sent even if the address does not match any account. If the email does not arrive, check your junk mail and the address you entered. If you are a learner, your administrator can also send you this link: see Send a password reset link.
If your organisation uses Google or Microsoft sign-in, sign in with the matching button: your password is managed by your organisation.
Microsoft or Google doesn't recognise you#
These buttons sign you in to an existing Complement account, with the same email address. They do not create one.
- "No active Complement account matches this sign-in. Contact your organization.": check that you are using your organisation's account. If not, ask your administrator to create an account for you.
- "Microsoft sign-in failed. Use an active Complement account and try again. If the problem persists, contact your organization.": same steps.
- The Google button only appears on your platform's own sign-in link. Ask your administrator for this link.
- The Google or Microsoft sign-in window opens on top of the page. If your browser blocks pop-up windows, allow them for Complement, then try again.
The link you received by email no longer works#
| Page shown | What to do |
|---|---|
| Expired link or Invalid link, when you open a link to choose or reset your password | Click Request a new link, then Continue: a new email is sent to you. |
| Expired link or Invalid link, when you activate a new platform | Click Start signup again to receive a new activation link. |
| Account already activated | The activation link has already been used. Click Sign in, or Reset password. |
The page shows "Platform unavailable"#
"This platform is not available yet. Contact your administrator if needed.": your platform's own sign-in address is not active. Contact your platform's administrator.
You take your courses from an LMS#
If your account was created by your organisation's LMS, you do not have a Complement password. Launch your courses from the LMS: see Take a course from your LMS.
You are the platform administrator#
If you can no longer sign in yourself, contact your Complement account manager, or write to Complement support: support@complementlearning.ai.
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