Customer Managers' Guide: How to Renew Expired Licenses
License Expiry
When the 12-month license period ends, it's important to note that the license status for both managers and learners will automatically switch to 'Expired.'This can occur simultaneously for all learners or specific individuals or groups with varying expiration dates.
Expiry Notification
Company managers are sent two automated email notifications regarding license expiry:
- Reminder notification: Sent 72 hours before license expiry.
- License Expiry notification: Sent on the day of license expiry.
NOTE: After license expiration, learners lose access to the platform and are unable to log in. Similarly, when a company manager's license expires, they lose platform access and are redirected to a landing page with renewal instructions.
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Options to Order New Licenses
How to Order Licenses
Option 1: Contact Your Dedicated Account Manager
- Company Managers can request license renewal through their dedicated Account Manager.
Option 2: Renew from the Landing page
- In the event of all licenses expiring simultaneously, Company Managers attempting to access the platform will be redirected to a dedicated landing page. This page offers instructions on how to order new licenses.
Option 3: Renew from the Licenses Section:
Company Managers can effortlessly order new licenses for specific individuals or groups by following these steps:
- Go to your 'Admin Dashboard
- Navigate to the 'Licenses' section.
- Select the 'Orders' tab.
- Click on the 'Request Licenses' tab located at the top right.
- Specify the number of licenses required.
- Click 'SAVE'.
- Your Account Manager will receive the requested order and assign the requested licenses promptly.
- Company Managers will receive an automated notification email as soon as their new licenses have been assigned and are ready to be allocated to learners.
NOTE: We recognise that some companies may not wish to renew licenses for their entire workforce. Therefore, the license renewal process is not automated.
How to Allocate New Premium Licenses
After 'Premium' licenses have been ordered and assigned to your company, allocating them to expired learners is essential. This allocation process can be managed either manually by the company Manager or by your Account Manager, following these straightforward steps:
- Login to your 'Admin Dashboard.'
- Navigate to the 'Licenses' section.
- Select the 'Expired Licenses' section.
- Select learners for 'Manual Upgrade' or 'Import Allocation'
Step 1: Select Learners for Manual Upgrade
- Select the learners one by one or click the 'Select All' checkbox.
- Click 'Allocate Licenses' to proceed
Step 2: Select Learners by CSV
Company Managers also have the option to allocate new licenses to expired Learners by importing a CSV file, which is particularly useful when dealing with high volumes of learners but not all need to be renewed.
- Click on the 'Import Licence Renewal' button in the top right.
- Add your User spreadsheet file.
- From the dropdown select the spreadsheet column containing 'Email'.
- Review the number of learners identified for renewal vs the number of learners identified as not being renewed.
- Click 'Renew Licences' to proceed.
Step 3: Add New Learners
After renewing expired learners, you may want to add new learners to the platform. You can add as many new learners as you have Premium Licences available.
Need to add new learners? Explore our Customer Managers' Guide: How to Add New Learners.