A learner lost their way back in
It will happen: someone enrols in January, comes back in March, and the welcome email is three archive folders deep. This is the two-minute fix.
The prompt
“A learner says they can’t get into my [course name] course - tell me what to check and what to tell them.”
Signed in, Get my prompt fills in your site for you. Otherwise press Copy and fill in the [bracketed] parts. First time? Connect your AI to bernard once: Use your own AI (opens in a new tab).
This applies to a reader of a document library or a client hub too. If the owner has since changed the kind, the old link in the email still works: it is sent on to the new address with the reader’s key.
How it works
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Send them to the course page - the same address they enrolled at.
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They open “Get your way back in” and type the email they enrolled with. A fresh copy of their welcome email - personal link included - is sent to that address.
The page checks the address before it sends anything. A typo is caught on the spot (“Did you mean janet@gmail.com?”), and an address with no enrolment behind it is told so in as many words - so nobody sits waiting on an email that was never going to arrive. That one change is aimed squarely at the mail that lands in your inbox instead.
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They click it and they’re in, everything unlocked, right where they left off (Let learners in without accounts or passwords).
For you, the checklist when someone writes in: confirm they’re on your Courses page enrolment list; check which email they enrolled with (it’s on the list); and if their term has ended (Charge once, or sell a year of access), say so kindly - the page will already have told them, and re-enrolling takes a minute. You can also just ask bernard to enrol them again yourself - asking for someone who’s already enrolled safely returns their existing link (Enrol a student myself - they paid elsewhere).
Signed in on one address, asked to log in on another
Your course remembers a learner per web address. If your site has its own domain, a learner signed in on your bernardhosts address is a stranger on your own domain, and the other way round. Every link bernard sends now uses your own domain once it is connected and working. Links sent before 25 September 2026 used the bernardhosts address, so a learner holding one of those can be asked to log in when a page sends them over to your domain. The fix is the same form: “Get your way back in” on the course page on your own domain mails a link that works there.
The form is rate-limited, so it can’t be used to work through a list of addresses. And the re-send itself goes only to the enrolled address, never to whoever is asking, so being told “that address is enrolled” hands over nothing: the link still lands in your learner’s inbox and nowhere else.
This course form deliberately gives a learner an honest answer about whether the address holds a course. An invitation-only whole website uses a different recovery page: it gives invited, unknown and revoked addresses the same reply, so nobody can use it to discover a private client or member list. That journey is in I did not get my private website link.
Questions people ask
- What should a learner do if they lost their course access email?
- Point them at the course page - under the enrol button there’s ‘Already enrolled? Get your way back in’. They type the email address they enrolled with, and a fresh link arrives. That’s usually the whole fix.
- What if the re-send doesn’t arrive?
- The page now tells them why before they start waiting. A mistyped address is caught as they type - it offers ‘Did you mean janet@gmail.com?’ - and an address with no enrolment behind it is told so plainly, rather than left waiting on mail that was never coming. If it says the address isn’t enrolled, it isn’t: have them try the address on their payment receipt.
- Can I see whether someone is actually enrolled?
- Yes - your Courses page lists every enrolment: who, which course, when, and (for term access) until when. That’s your source of truth when a learner writes in, and it also shows anything you’ve approved but not yet published.
- A learner used their link, but my own domain keeps asking them to log in. Why?
- Their link was made for your bernardhosts address rather than your own domain. Your course remembers a learner separately on each web address, so being signed in on one does not count on the other. Since 25 September 2026 every new link uses your own domain. For a learner with an older link, send them to the course page on your own domain and have them use ‘Get your way back in’ - the fresh link works there. Or ask bernard to enrol them again, which safely hands you their link on your own domain to pass on.