Skip to main content

​
Getting Help When You Are Stuck

​
Ask early, ask the right person

Every agent gets stuck in BPS at some point. The agents who fall behind are the ones who wait a week to say so. Ask early, and ask the person who can actually fix the problem. Most problems split into two groups: things your Manager owns, and system problems that go to BPS support.

​
Ask your Manager when it is about your work

Go to your Manager for:
  • An assignment you cannot find, or a due date you cannot meet
  • A course you finished that shows as not complete in your assignment list
  • A locked account or a password reset
  • Submitted work that was not passed, when you need to know what to fix
  • A certificate or license stuck on Pending
  • A tracker entry you cannot correct
  • A live event you missed
Your Manager knows your training plan and can change assignments and unlock accounts. BPS support cannot do those things for you.

​
Ask BPS support when it is about the system

Go to BPS support, or ask your Manager to pass it on, for:
  • Pages that will not load
  • Videos that will not play on any device
  • App errors that stay after an update
  • A passcode or photo check step that fails again and again in the same chapter
  • Anything in this book that you followed step by step and still does not work

​
Write this down before you ask

A clear note gets a fast fix. Before you ask, write down:
  1. Your username
  2. The course name and chapter name, if the problem is in a course
  3. The device and browser or app you were using
  4. The exact words of any message on the screen
  5. What you already tried
A screenshot of the problem helps a lot. Take one if you can.

​
How to ask

  1. Check the article in this book for your task first. The fix may be one step you skipped.
  2. Write down the five items above.
  3. Send the note to your Manager, or to BPS support if it is a system problem, in one message with all the details.
  4. Keep working on other training while you wait. One stuck chapter does not stop the rest of your list.

​
What not to do

  • Do not keep trying passwords until the account locks. Stop after two failed tries and check what you typed.
  • Do not borrow another agent’s login. It can lock both accounts and it puts your training under the wrong name.
  • Do not redo a whole course because one chapter looks wrong. Check My Report Card first. The fix is almost always one chapter, not the whole course.

​
What success looks like

You know which problems go to your Manager and which go to BPS support, and when you ask, your note has the details that let the other person fix it on the first reply.