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Most BPS problems come down to three things. Work through the one you have. Each fix is short, and each one links to the full guide when you need more.

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I cannot sign in

  1. Check the username and password from your welcome email. Passwords are case sensitive.
  2. If it is your first sign in, set your own password and follow the rules on the screen: long, mixed upper and lower case, with numbers or symbols.
  3. If the screen says your account is locked, stop trying passwords. Too many wrong tries locks the account, and more tries will not unlock it.
  4. Agents: ask your Manager. A Manager can unlock your account and reset your password.
  5. Managers: use Resetting a Password and Unlocking an Agent.
Full guide: Getting Started and Signing In and Getting Help When You Are Stuck.

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My agent cannot see their training

This is a Manager check, and it is almost always one of two things:
  1. The course is turned off for your location. Turn it on with Turning Courses On or Off for Your Location.
  2. The course was never assigned. Assign it with a due date in Assigning Training to Your Agents.
Then have the agent sign out and back in, and look again in the Training Center and in their assignments. Agent side guide: Finding and Starting Your Assigned Training.

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A course will not play

  1. Sign out of BPS and sign back in, then open the course again.
  2. Check your internet connection. A weak connection stalls video most often.
  3. Try a different browser, and turn off browser blockers for the BPS page if you use them.
  4. If a chapter asks for a one time passcode, that is normal. Your Manager receives the code and relays it to you. See Completing a Course.
  5. Still stuck? Agents tell their Manager what course and chapter stopped, and Managers contact BPS support.

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Still stuck?

Go to Contact Support and send the course name, the chapter, and what the screen says. That detail gets your problem fixed faster.