Purpose: This guide is for internal support contacts who are helping a learner that can log in to Skyllful and see their assignments, but cannot access a specific mode within a lesson. Work through each step in order before escalating to the Skyllful Customer Experience team.
Understanding Modes in Skyllful
Skyllful lessons are made up of modes. Modes are the individual learning activities within a lesson, such as Learn, Practice, and Assess. In most lessons, modes must be completed in order. A learner cannot access a later mode until they have successfully completed the mode before it.
Step 1: Confirm the Learner Has Completed the Previous Mode
This is the most common reason a learner cannot access a mode. If the previous mode is not marked complete, the next mode will remain locked.
Ask the learner which mode they are trying to access and which mode comes before it.
Ask the learner to confirm whether they have completed the previous mode.
If... | Then... |
|---|---|
The learner has not completed the previous mode | Ask the learner to go back and complete the previous mode, then try accessing the locked mode again. |
The learner believes they completed the previous mode but it is still showing as incomplete | Ask the learner to try completing the previous mode again. If the issue persists, escalate to the Skyllful CX team. |
The learner has completed the previous mode and the next mode is still locked | Proceed to Step 2. |
Step 2: Confirm the Mode Is Enabled in the Lesson Configuration
If a mode has not been turned on in Skyllful Studio, it will not be available to learners regardless of their progress.
Log in to Skyllful Studio with your admin or manager credentials.
Navigate to the lesson in question.
Review the lesson settings to confirm which modes are enabled.
If... | Then... |
|---|---|
The mode the learner is trying to access is not enabled | Determine whether the mode should be enabled. If yes, enable it in the lesson settings, republish the lesson, and ask the learner to try again. If you are unsure, consult your content administrator before making changes. |
The mode is enabled | Proceed to Step 3. |
Step 3: Escalate to Skyllful Customer Experience
If the previous mode is complete, the mode is enabled in the lesson configuration, and the learner still cannot access it, submit a support request to the Skyllful CX team.
Contact: support@skyllful.com Submit via: Your organization's designated Skyllful support request form
Include the following information in your request:
Learner's full name and email address as it appears in Skyllful Studio
Name of the lesson and the specific mode the learner cannot access
Name of the previous mode and confirmation of its completion status
Whether the mode is enabled in the lesson configuration
Steps already taken
Screenshots of the learner's progress and the lesson configuration in Skyllful Studio, if available
Escalation Path
If the issue remains unresolved after working with the Skyllful support team, you may escalate to:
Candy Lovelace Vice President, Customer Experience candy.lovelace@skyllful.com
Please include the original support ticket number and a summary of the issue when escalating.
Last reviewed: 2026 | Skyllful Knowledge Base | For internal support contacts