Student Portal
We have found that our students are logging into other RTOs' student portals with their logins when they have trained with them previously. This is also happening the other way around as someone contacted us asking us how we got their details. I could see they had trained with us previously and then they realised they had booked with the wrong RTO.
The login references a Global Account, and if a student has previously trained with another RTO they are expected to know to use that method. I'm wondering if the wording can be changed or something can be done to prevent the confusion.
It would be good for all students when they click on the student link issued by their RTO to go directly to the RTO's student portal.
I see this being a big problem as more RTOs join Axcelerate that are delivering short courses, as often students will train with a variety of RTOs for different short courses.
I don't have a suggestion technically on what can be done to resolve this, but it does need to have some thought put in.
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We often have students struggling to link accounts, even though we have provided them with all the guidance aXcelerate have suggested.
Quite often they don't even realise they already have an account, so don't follow the correct process.
So we might try to get them set up using a different method like mobile, and they already have an account using that too. It can take a while for reset password emails to come through and for non-tech-savvy students it can be extremely hard to coach them through the process, especially over the phone.
It also makes it hard that we have no idea they already have a student account when we send them an invite, some kind of notification that the email or mobile is already being used would be helpful.
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We also experience this issue and suggest to them to sign up with their mobile number. It's interesting that it occurs at all, though. We were under the impression it was meant to act as a global log-in with the intent of being able to select a provider each time they log in. I wonder what happens however if there's three RTOs - does the problem then occur because both methods have been used elsewhere?
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This is a constant issue for our organization as well. We have approx 1500 people that flick back and forth between us and another aX RTO fairly consistently. We have tried mobile numbers, emails, disconnecting and reconnecting and sometimes creating new dummy emails to get through the day.
We have ultimately ended up with paper assessments more than we can count, as we do not have time to "fix" it each morning. Would love a global student account that is not linked specifically to any RTO (that we can all reset/unlink) or individual accounts. The current process doesn't seem to work well.
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