Admin Managers' Guide: How to Renew Expired Licences
License Expiry
Keeping licences up to date ensures your team has uninterrupted access to training. Use this guide to quickly renew seats and restore access for your learners.
In this Article:
Expiry Timeline – When you will be notified.
Step 1: Ordering Licences – Getting more seats if you are at zero.
Step 2: Allocating Licences – Reactivating your expired learners.
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.
Watch our Video Tutorial:
Expiry Notifications & Access
Company Managers receive two automated email notifications regarding licence expiry:
| Timing | Purpose |
| Shortly Before Expiry | Sent 72 hours before expiry. |
| Expiry Confirmation | Sent on the day of expiry. |
Step 1: How to Order Licences
Option 1: Contact Your Account Manager
If your account has already expired, follow the instructions on your login landing page or reach out directly to your Account Manager. They will process the order and reactivate your access immediately.
Option 2: Order via the Dashboard
- Log in to your Admin Dashboard.
- Navigate to Licences > Orders tab.
- Click the Request Licences button (top right).
- Select your licence type (Premium or Managed).
- Enter the number of licences required and click Save.
Note: Your Account Manager will approve the request shortly. You will receive an email notification once the licences are available in your account.
Step 2: How to Allocate Licences
Important: The system does not automatically allocate licences to existing users whose licences have expired. This ensures licences aren't accidentally assigned to staff who may have left the organisation.
Scenario A: Adding New Learners (Automatic)
When you add brand-new learners to the platform, available licences are automatically assigned to them.
- Go to Users > click Add Users
- Choose your method:
- Manual: Add users one at a time
- Import Users: Upload a CSV file
- Sync Users: Connect via Active Directory Integration
- Once learners are successfully added, the system pulls from your available licence pool automatically.
Scenario 2: Renewing Expired Learners (Manual)
If you have existing learners whose licences have expired:
- Navigate to the Licence section.
- Click the Expired Licences tab.
- Select specific learners or click the Select All checkbox.
- Click Allocate Licences.
Loading Learners? See our Admin Managers' Guide: How to Add New Learners.🧐
Need Help?
If you run into issues, contact your Account Manager, pop us a message via the chatbot or email Support - we’ve got your back!