Logging In - Troubleshooting

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.

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• I never received my activation email
• My activation link has expired or doesn't work
• I can't remember my password
• I get an error saying my account already exists
• Administrator checklist — helping a practice staff member who cannot log in
• When to raise a support ticket
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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:

1. Check your junk or spam folder. Filter emails from "Microsoft" or search for "MyProgress" and "verification".
2. 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.
3. 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. 
4. 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.

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.

1. 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.
2. 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.
3. 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.

I can't remember my Password

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

1. Go to the MyProgress login page and click Sign In.
2. Click Forgot your password?
3. Enter your email address and click Send verification code.
4. Check your email (and junk folder) for a code from Microsoft.
5. 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.
6. Once verified, click Continue, then enter your new password twice and click Continue again.
7. You will be directed to your MyProgress homepage automatically.

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.

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:

1. 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.
2. 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.
3. 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.

4. 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).