Send a new access link when a participant cannot open the link they received from Knowly. This is often the fastest way to help someone whose old link has expired or is hard to find.

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Check that the participant is still part of the learning journey and that their email address or phone number is correct. If the contact detail is wrong, fix it before sending a new link.

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Knowly sends a fresh link to the participant through the available channel. The link takes them back to the same learning journey access they already had.

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Ask the participant to open the latest message, not an older one. If the problem continues, check whether they have been removed from the journey or organization.