All new users receive an onboarding email containing a link to the platform. Once clicked, the user is brought to a page and prompted to enter their first and last name, a display name, and set a password on their account. Students and administrators must complete the onboarding process before accessing courses on the platform for the first time. Existing users will not need to onboard again.  

"Did the student receive the onboarding email?"

❌ NO, the student did not receive the email.

  • Ensure that the student’s email address in Acadio is correct.

    Look for any typos and verify that the email address on their account is the inbox the student is checking. Students often check a personal inbox instead of their work inbox, or vice versa.

  • Ask the student to check their spam or junk mail folder.

    System emails can mistakenly be flagged as spam and sent to the spam folder, especially in corporate environments with heightened security practices.

  • Resend the onboarding email:

    1. Select Users from the main menu and locate the student’s account.

    2. Click on the student from the results to manage the user.

    3. Click Resend Onboarding from the Account Actions tile. 

Verify that the email was sent and delivered by reviewing your SMTP relay activity. If Acadio is sending these emails on your behalf, you can contact support@acadio.com to verify the status of emails. 

✅ YES, the student received the email. 

If the student received the onboarding email and was able to click on the button or link, they are likely having trouble completing the onboarding process. 

  • Ensure that the onboarding link used is still active.

    Onboarding links expire 60 days after generation.

  • If multiple onboarding emails were sent, ensure that the student is using the most recent onboarding link.

    Links in older emails are automatically expired whenever a new onboarding email is sent. If a new onboarding email was sent by an admin, the student must use the link in the most recent email. This is a common reason students are unable to complete onboarding, as many email providers group related messages together, making it easy to accidentally click into an older message.

If the student is still unable to onboard after completing the steps above, you will need to submit a ticket to Acadio. See this article on Submitting an issue to Acadio.