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Limited capacity

Please be advised that our Helpdesk is operating with limited capacity today (Tuesday 9 December) due to staff training. As a result, response times may be longer than usual. Thank you for your patience and we will endeavour to get back to you as soon as possible.

FI Learn Helpdesk

Please note that the Help Desk is monitored by both the LMS team and the Publishing team.

Queries to the LMS team:

Helpdesk is monitored 8.30am to 5pm Monday-Friday and any tickets that are not replied to within 7 days will automatically be closed. Please ensure you apply the correct priority to your ticket in line with our helpdesk policy.

Before raising a ticket, check out our knowledgebase by searching for articles using the above search bar.

Queries to the Publishing team: 

Helpdesk is monitored 8.00am to 4pm Monday-Friday and you will receive an initial response within 4 working hours.

If your ticket is in relation to marking please check these FAQS before submitting a ticket

How to raise a ticket:

Submit a ticket
Submit a new issue to a department
View existing tickets
View tickets you submitted in the past

Knowledgebase

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Learners - How to Self Mark (Multi-response, spreadsheet and word style questions)

Category: Marking / Assignments

  1. Click onto the quiz activity 2. Click on 'Attempt quiz now' and complete your attempt at the quiz.     Please note: You can navigate through questions by either clicking on the question number a...

Progress Reviews: FAQs

Category: Progress Reviews

Please see attached FAQs. These cover: Wrong type of review is being created Review for my apprentice has an AAT DL tutor Can a review be backdated? Can I resend the email to the line manager? Can I...

OTJ: Hours not matching (old OTJ before reforms)

Category: OTJ's

You may find you have a situation where the hours showing as logged against the OTJ on the TV (team view) report do not match the hours showing when you run an OTJ report.  The most likely reason for...

Managing ICAEW / FI Learn Assignments and Mocks - Centre Admins

Category: Marking / Assignments

Creating markers and assigning to courses Please refer to our separate article on how to create markers in FI Learn.  Creating marking groups and bulk importing students Setting up groups for marki...

Managing ACCA / FI Learn Quizzes (exams and mocks) - Centre Admins

Category: Marking / Assignments

Creating markers and assigning to courses Please refer to our separate article on how to create markers in FI Learn.  Viewing attempts, allocating markers and deleting attempts This sections covers ...

How to avoid duplicate accounts when updating a learner email address

Category: Centre Admins

When you update a learner's email address, it's important to update it in all the required places to avoid duplicate accounts. Here are the FOUR places the email address must be updated: ADM/APT user...

How to check for another learner from another FI centre - Centre Admins

Category: Centre Admins

Use this report here to check for learners that may be assigned to another FI centre. You can use the filter for the user status to find active or suspended users.

Actions required if you select the wrong apprenticeship programme on the onboarding form - learners created BEFORE 10 November 2025

Category: Apprenticeship Onboarding Processes

THIS ARTICLE ONLY APPLIES TO LEARNERS CREATED BETWEEN 6 JULY 2025 AND 9 NOVEMBER 2025 - If your learner was created in FI Learn after 9 November 2025, please read this article which explains the steps...

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