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.
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 [email protected]?"), 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).
The form is rate-limited - a handful of tries every ten minutes from one place - 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.
The prompt
“A learner says they can't get into my [course name] course - tell me what to check and what to tell them.”
Press Copy, then paste it into your AI and fill in the [bracketed] parts. First time? Connect your AI to bernard first - a one-time setup in bernard → your site → Use your own AI.
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 [email protected]?' - 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.