Logging In - Troubleshooting – MyKnowledgeMap Help Centre

Version	Notes
1 — March 2026	Initial release

This guide is for External Users who are having difficulty logging in to or activating their MyProgress account. For general logging in and using MyProgress, see External Users guide.

Before raising a support ticket: The majority of login issues can be resolved without MKM involvement. Work through the relevant section below first. If you are still stuck after following the steps, contact the University's placement or support team — they can resolve most issues directly.

I never received my activation email
My activation link has expired or doesn't work
Account Not Verified Error
I can't remember my password
I get an error saying my account already exists
Log in failure after name or email change
Administrator checklist — helping a practice staff member who cannot log in
When to raise a support ticket

I never received my activation email

When a student allocates you to their placement for the first time and you have not had an account before, MyProgress sends you an email with a link to verify your email address and set up a password. This email comes from Microsoft's authentication service (sometimes shown as noreply@microsoft.com or a Microsoft B2C address) — it is not sent from the University or from MyKnowledgeMap directly.

If you have not received it:

Check your junk or spam folder. Filter emails from "Microsoft" or search for "MyProgress" and "verification".
Use the self-service activation link. You do not need the original email to activate your account. Go to the MyProgress web address the student or University has given you. On the login page, look for the text "Require account activation? Activate your account" and click it. Enter your email address and a new activation email will be sent to you immediately.
NHS email addresses. If your email address is an NHS account (for example, ending in @nhs.net), your Trust's email filtering may be blocking the activation email before it reaches your inbox. This is one of the most common causes of non-arrival. Check with your Trust IT team whether emails from Microsoft B2C are being filtered.
Ask the University to resend. A University administrator can trigger a new activation email from the Admin area. Ask the University's placement or support team to resend your account verification.

Note for administrators: If a practice staff member reports not receiving the activation email and the self-service "Activate your account" option is not working, check the email address on their account in Admin > External Users. A typo in the email address at allocation is the most common cause. If the address is wrong, update it and ask the student to re-submit the allocation form, or manually correct the user record and resend verification.

My activation link has expired or doesn't work

Activation and password reset links sent by email are only valid for a 30 days. If you click the link and receive an error, it has most likely expired.

Go to the MyProgress login page and use the "Activate your account" self-service option to request a fresh link. This generates a new email immediately and the previous link is no longer needed.
If you cannot find the "Activate your account" link, ask the University's support team to send a new activation email from their admin area.
Once you receive the new email, click the link promptly and complete the password setup in the same browser session. Do not leave the page or wait too long before entering your password, as the session can time out.

"Account not Verified" error

“Not verified” (sometimes shown as “unverified”) means a user completed the initial registration step but never actually clicked the activation link in their email — so no username/password record has been created for them in the login system yet.

Why this matters:

Because the account was never activated, it doesn’t exist in the credentials database. This means “Forgot your password?” will fail with an “account could not be found” error — not because the password is wrong, but because there’s no password to reset yet. The account can also look deceptively “verified” in some list views even when it isn’t, so don’t rely on that alone.

For administrators – clearing an unverified account

First, ask the user to try the self-service “Activate your account” option again — this is the normal fix and resolves most cases.
If activation emails aren’t getting through (see Section 1) or the user needs immediate access, MKM support can manually set a password on the unverified account, bypassing the broken activation step, and give this to the user to log in and change. But this must be used as a last resort.

I can't remember my Password

If you have previously logged in to MyProgress but have forgotten your password, you can reset it yourself:

Go to the MyProgress login page and click Sign In.
Click Forgot your password?
Enter your email address and click Send verification code.
Check your email (and junk folder) for a code from Microsoft.
Enter the code into the Verification code box and click Verify code. Important: you must click "Verify code" before clicking Continue — skipping this step will produce a "Claim not verified" error.
Once verified, click Continue, then enter your new password twice and click Continue again.
You will be directed to your MyProgress homepage automatically.

If you get "User ID not found" when resetting your password: This means either no account exists for that email address in MyProgress or it has not been activated (see above). If the account has been activated, please speak to the University Support team to confirm the account exists.

I get an error saying my account already exists

If you try to activate an account and receive a message saying your email address is already registered or already in use, it means an account already exists for your email address.

You may have an existing account from a previous placement or a different institution. Try the Forgot your password? option on the login page to reset your password and access your existing account rather than creating a new one.
If the reset does not work, contact the University's support team. They can check if your account exists and escalate with MKM if necessary.

Log in failure after name or email change

If you’ve recently changed your name or email address — for example after marriage, or because your University or Trust has updated its records — you may find you can no longer log in, even though your old details worked before.

Why this happens: your MyProgress account is tied to the email address you originally registered with. Changing your email or name in real life, or in your University/Trust’s own systems, doesn’t automatically update your MyProgress account — the old account stays active under the old address, and no account exists yet under the new one.

What to do:

Check whether an account still exists under your old email address before assuming you need a new one.
Your name can usually be corrected directly on your account — contact the University Administration eam for support doing this.
If your whole organisation has moved to a new email domain (e.g. an NHS Trust migrating to a new nhs.net/nhs.uk address), this needs to be raised with MKM support so it can be checked and updated on the system side — it isn’t something an individual user or local admin can usually fix alone.

For administrators

Confirm there isn’t already an active account under the previous email before editing or creating one.
When editing a user’s email, ensure they then re-activate/verify it through the Sign In Page.
Name changes (e.g. following a HR/payroll update) can be edited directly on the user record.
Org-wide email domain changes should be escalated to MKM support rather than fixed user-by-user.

Administrator checklist — helping a practice staff member who cannot log in

If an external user contacts the University because they cannot log in or activate their account, work through the following checks before raising a support ticket:

Confirm the email address. Go to Admin > External Users and find the user. Check that the email address on their account matches exactly what they are trying to use to log in. Even a single character difference will prevent login.
Check they are using the correct MyProgress URL. There are multiple MyProgress sites. Make sure the practice staff member is going to your institution's URL, not another university's site.
Resend the activation email. From Admin > External Users, select the user and resend their verification email. Ask them to check junk mail immediately after. If they have an NHS email address, advise them to check with their IT team about email filtering, or use the self-service "Activate your account" option on the login page.
Check the allocation is in place. Go to the student's Portfolio and confirm that the practice staff member is correctly linked. If the allocation form was not submitted or was submitted with the wrong email address, the account may not have been created at all. Ask the student to re-submit the allocation form with the correct email address, then resend verification.

When to raise a support ticket

Raise a ticket with the MKM support team if:

The activation email is consistently not arriving for a user and their IT team has confirmed no filtering is in place.
A user receives an "account already exists" error but cannot access any MyProgress site — despite activation and / or password reset.
An account is created but the user still cannot log in after a password reset.

When raising a ticket, include: the user's full name, email address, the MyProgress URL they are trying to access, and a description of the error message they see (a screenshot is ideal).