Purpose: This guide is for internal support contacts who are helping a learner that cannot log in to the Skyllful platform. Work through each step in order before escalating to the Skyllful Customer Experience team.
Step 1: Confirm the Learner Exists in Skyllful
Before troubleshooting anything else, verify that the learner has an active account.
Log in to Skyllful Studio with your admin or manager credentials.
Navigate to Users and search for the learner by name or email address.
Confirm the account is present and the status is Active.
If... | Then... |
|---|---|
The learner does not appear in the system | The learner has not been added to Skyllful. Add them following your organization's user provisioning process, then confirm they can log in. |
The learner's account is inactive or deactivated | Reactivate the account and ask the learner to try again. |
The learner's account is Active | Proceed to Step 2. |
Step 2: Confirm the Learner Is Using the Correct Login Method
Your organization uses one of the following login methods. Make sure the learner is using the right one.
If... | Then... |
|---|---|
Your organization uses Single Sign-On (SSO) | The learner should click the SSO login button and use their standard work credentials. They should not be entering a separate Skyllful password. |
Your organization uses username and password | The learner should use the Skyllful credentials your organization assigned to them. |
You are unsure which method your organization uses | Check with your IT team or Skyllful Studio admin settings before proceeding. |
Confusion about login method is one of the most common causes of login failure. Confirm this directly with the learner before moving on.
Step 3: Confirm the Learner Is Using the Correct Username or Login ID
Ask the learner what username they are entering.
Compare it to what appears in Skyllful Studio under their user profile.
If... | Then... |
|---|---|
The username does not match what is in Skyllful Studio | Provide the learner with the correct username and ask them to try again. |
The learner's name or email changed recently | Update the username in Skyllful Studio to reflect the current information, then share the updated username with the learner. |
The username matches exactly | Proceed to Step 4. |
Step 4: Confirm the Learner Is Using the Correct Password
If... | Then... |
|---|---|
Your organization uses SSO | Remind the learner that their Skyllful access is tied to their work credentials. A password reset must go through your organization's IT process, not Skyllful. |
Your organization uses a Skyllful-specific password and the learner is locked out | Reset the password through Skyllful Studio and share the new credentials with the learner. |
The learner says their password is correct but it is still failing | Ask them to confirm Caps Lock is off and to type the password manually rather than relying on a saved password that may be outdated. |
Step 5: Check Device and Browser Compatibility
If... | Then... |
|---|---|
The learner is using a browser other than Google Chrome | Ask them to switch to Chrome and try again. |
The learner is using Chrome but still cannot log in | Ask the learner to clear their browser cache and cookies, then try again. |
The learner's device may not be supported | Confirm it meets your organization's baseline for supported devices. |
Step 6: Escalate to Skyllful Customer Experience
If you have worked through all steps above and the learner still cannot log in, 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
Login method used (SSO or username/password)
Error message the learner receives (exact text or screenshot)
Steps already taken
Device type and browser version
Last reviewed: 2026 | Skyllful Knowledge Base | For internal support contacts