Actions required if you book the wrong apprenticeship course / extra course in ADM/APT - learners created BEFORE 10 November 2025

THIS ARTICLE ONLY APPLIES TO LEARNERS CREATED BETWEEN 6 JULY 2025 AND 10 NOVEMBER 2025 - If your learner was created in FI Learn after 9 November 2025, please read this article which explains the steps you need to take.

In summer 2025, we introduced new onboarding processes for apprentices, and communications were sent to explain the new short code sets required to accommodate these changes. A summary of these new processes can be found here.

To support these changes, the LMS Team has set up audiences so that learners are automatically assigned the correct dashboard, skills scans, and competency profiles.

The audience rules are fairly complex, which presents some challenges if learners are booked onto the wrong sign-up course in ADM or accessplanit and the booking is processed via the API – for example, booking a learner onto Level 3 instead of Level 4. Once this has occurred, there is no way to remove the incorrect competencies from the learner’s profile, and the only course of action is to suspend the FI Learn account and start again.

Actions required if you book a learner on the wrong sign-up course in ADM/APT (ops team actions/centre admin):

1. Immediately edit and suspend the account in FI Learn as shown here: 
2. Book the learner onto the correct sign-up course in ADM/APT.
3. Let the learner know their set up was done incorrectly and ask them to wait for an email from FI Learn with their new login details.

Once the appropriate cron tasks have completed, the learner will receive a new email with their login details, and their new account will be assigned to the correct audiences, providing them with the appropriate competency profile, skills scan, and dashboard.

Note: If you booked the learner on the correct sign-up course in ADM/APT before completing the above steps, you will need to delete (not cancel) the registration/booking to enable you to rebook them onto the appropriate sign-up course.

If you experience any issues with the above, please raise a Helpdesk ticket.

Further actions required if you noticed the error after learner set up complete - ie at the time the error is noticed, the learner has accountancy apprentice / accountancy exam plus user type, a coach assigned, learning plan populated with courses, programmes, competencies etc.

Ops Team Actions

1. Enrol the new account on to the any PQ courses the old accounts were enrolled on to - NB don't forget the course group. Instructions here: https://filearnsupport.hesk.com/knowledgebase.php?article=29.
2. Check the record of learning on the old account. If progress on courses has been made, you can transfer this over to the new account using completion editor. Please  follow these instructions: https://filearnsupport.hesk.com/knowledgebase.php?article=143. 
3. Let the LMS Team know once steps 1 & 2 are complete so that we can do learner set up (changing user type, adding coach, goal, target learning hours, start date etc) as well as copying any grades achieved over to the new account.

Coach Team Actions

1. Repeat the new learner set up steps on the new account - eg add courses, programmes, competencies etc to LP on new accounts.
2. Please ask your learners to log any OTJ they had done on their previous accounts.
3. Remind your learners to complete the initial skills scan on their new account.