Back to Support

Trouble logging in?

For

Select the Issue:

 


I forgot my username or password.

If you forgot your username or password:

  1. Click Recover Username and Password.

         2. In the Recover Username and Password pop-up window, enter your email address and click Submit.

An email will be sent to you, with your account information.

Note: If you enter your email address and the message ‘Multiple users were found with the email address you entered’ displays, contact your training administrator.

Note: If you don’t have the ‘Recover Username and Password’ option available, contact your training administrator.

 

Questions?
Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

Back to top


The password I entered was incorrect.

If the message ‘The password you entered was incorrect’ displays when you log in:

  1. Click Recover Username and Password.

         2. In the Recover Username and Password pop-up window, enter your email address and click Submit.

An email will be sent to you, with your account information.

Note: If you enter your email address and the message ‘Multiple users were found with the email address you entered’ displays, contact your training administrator.

Note: If you enter your email address and the message ‘The email address you entered cannot be found’ displays, contact your training administrator.

 

Questions?
Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

Back to top


The username I entered cannot be identified.

If the message ‘The username you entered cannot be identified’ displays when you try to log in:

  1. Verify the username you entered is the one your organization provided to you.
  2. Identify your internet browser, and then try using a different one:

Note: Your organization’s security settings may prevent you from downloading a different browser. If so, contact your training administrator.

If you still experience issues after confirming the username and using a different browser, call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

Back to top


I don’t know my Vision URL.

Back to top


The email address I entered cannot be found

This message displays when the email address you entered into the ‘Recover Username and Password’ field isn’t tied to an account.

If you’re encountering this message:

  • Contact your training administrator.

 

Questions?
Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. 

Back to top


Multiple Users were found with the email address I entered

This message displays when more than one user is in the system with the same email address.

To resolve this issue:

  • Contact your training administrator.

 

Questions?
Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. 

Back to top


Seeing a ‘Not Authorized’ screen while using Vision

 

If a ‘Not authorized’ pop-up message displays when you attempt to access your ‘Achievements’, ‘Assignments’, ‘Library’, or when you attempt to open a new or existing course, clearing/refreshing your browser cache could resolve your issue. Follow the steps below.

Note: You should also clear/refresh your browser if you and a co-worker share a computer for logging into Vision. You might have issues accessing your own content after you log in. If you have issues accessing your own content or you see your co-worker’s courses and content after you log into Vision, follow the steps below:

To refresh your browser cache:

  1. Log out of your Vision account.
  2. Clear/Refresh your browser’s cache. Follow the steps provided here for your particular browser. The website provides complete steps for multiple browsers.
  3. If you’re not sure which browser you’re using, this website will identify your current browser.
  4. After you clear/refresh your browser’s cache, log back into your Vision account.  You should see your account and content.
  5. If you’re unable to clear/refresh your browser’s cache, we recommend trying a different browser than your co-worker uses to access Vision.

 

Questions?
Call us at (866) 472-2344 (Mon-Fri 8:00 am – 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution. 

Back to top

Scroll to Top