Frequently Asked Questions¶

Get instant answers to common questions about Practera's experiential learning platform. Can't find what you're looking for? Browse our comprehensive Help Centre or contact our support team.

Section	Topics Covered	Go To
🚀 Getting Started	Account access, setup, and onboarding	View Section ↓
👥 Experience Management	Enrollment, teams, and communication	View Section ↓
📊 Assessments & Feedback	Creating assessments and AI feedback	View Section ↓
🎨 Content & Customisation	Media, certificates, and branding	View Section ↓
🔗 Integrations	Canvas, Moodle, and LMS connections	View Section ↓
⚡ Advanced Features	Analytics, pathways, and automation	View Section ↓

🚀 Getting Started¶

How do I log in to Practera?¶

Solution: Clear your browser cache, try incognito mode, and verify your email address is correct. If login still fails, use the password reset feature or contact support for assistance. Complete Login Guide →

I can't access my account¶

Solution: Check your email for registration confirmation, verify you're using the correct login URL, and ensure your account is active. For immediate assistance, contact customersuccess@practera.com.

How do I set up my first experience?¶

Solution: Begin with experience selection, configure basic settings, add branding elements, then enroll participants. Getting Started Guide → | Branding Guide →

Where can I preview my experience?¶

Solution: Access the preview mode in Experience Design to test all features before going live. Preview Guide →

What do lock icons, red dots, and bookmarks mean?¶

Solution: Lock icons indicate restricted content that requires prerequisites to unlock. Red dots show unfinished activities that need completion. Bookmarks mark where learners last stopped. Visual Cues Guide →

👥 Experience Management¶

How do I enroll learners and experts?¶

Solution: Upload participant data via CSV for bulk enrollment, or add individual users through the management interface. Bulk Enrollment → | Individual Enrollment →

How do I create and manage teams?¶

Solution: Configure team settings, establish team sizes, assign members, and manage team dynamics through the Teams interface. Team Creation Guide →

How do I communicate with participants?¶

Solution: Send targeted announcements, schedule automated notifications, and utilize built-in messaging features for participant engagement. Communication Guide →

How do I schedule due dates and milestones?¶

Solution: Establish timeline milestones, configure due dates, and manage scheduling across multiple cohorts using the scheduling tools. Scheduling Guide →

How long should data be kept?¶

Solution: Data should be deleted after 2 years unless it is still being used for the purpose for which it was collected. The retention period starts from the experience start date set when going live. Data Deletion Guide →

Who can delete user data?¶

Solution: All Institution Admins can delete data. This ensures that data deletion is controlled and only performed by authorized personnel. Data Deletion Guide →

How do I delete an entire experience?¶

Solution: Navigate to Overview, select the experience, choose "more" then "Delete user data", review the data summary, confirm with the toggle, and begin the deletion process. A certificate will be available upon completion. Complete Guide →

How do I delete an individual user's data?¶

Solution: Go to Overview > Users tab, select the user, click the trash bin icon, review the deletion details, and confirm deletion. A certificate will be generated for your records. Complete Guide →

How do I verify data deletion?¶

Solution: Navigate to Overview > Deletion Records tab, enter the user's email address, and click "Verify Deletion" to view or regenerate the deletion certificate. Complete Guide →

📊 Assessments & Feedback¶

How do I create assessments?¶

Solution: Utilize the Assessment Builder to create diverse question types, establish scoring criteria, and configure submission settings. Assessment Configuration →

Can I enable AI-powered feedback?¶

Solution: Yes, configure intelligent feedback prompts, set assessment criteria, and customise AI response frameworks for automated feedback. AI Feedback Setup →

How do I allow resubmissions?¶

Solution: Enable resubmission settings in assessment configuration with customizable attempt limits and feedback requirements. Resubmission Guide →

How do I manage assessment scoring?¶

Solution: Configure detailed scoring rubrics, establish grade boundaries, and customise feedback delivery mechanisms. Scoring Setup →

What are Pulse Checks and how do they work?¶

Solution: Pulse Checks are quick assessments that help learners reflect on progress and skill development. There are two types: On Track (progress and enjoyment) and Skills (skill level ratings). Pulse Check Guide →

🎨 Content & Customisation¶

How do I add content and instructions?¶

Solution: Create rich text instructions, embed multimedia content, and structure comprehensive learning pathways. Content Creation →

How do I add images and media?¶

Solution: Upload high-quality images, embed videos seamlessly, and manage media assets across all activities. Media Guide →

How do I customise certificates and badges?¶

Solution: Design professional certificate templates, configure achievement badge criteria, and manage credential distribution. Certificate Setup →

How do I create custom templates?¶

Solution: Build reusable content templates, configure default settings, and share templates across multiple experiences. Template Creation →

🔗 Integrations¶

How do I integrate with Canvas?¶

Solution: Configure LTI 1.3 settings, manage automatic grade passback, and ensure seamless user authentication. Canvas Integration →

How do I integrate with Moodle?¶

Solution: Establish LTI connections, configure user provisioning, and manage bidirectional gradebook synchronization. Moodle Integration →

How do I integrate with Brightspace?¶

Solution: Configure D2L integration settings, manage user authentication protocols, and synchronize course data. Brightspace Integration →

How do I embed Qualtrics surveys?¶

Solution: Connect external survey tools, configure data collection parameters, and manage participant response tracking. Survey Integration →

⚡ Advanced Features¶

How do I create adaptive learning pathways?¶

Solution: Configure conditional logic, establish automated triggers, and create personalized learning journeys based on performance. Adaptive Pathways →

How do I set up badges and triggers?¶

Solution: Create detailed achievement criteria, configure automatic trigger conditions, and manage manual award processes. Badge Creation → | Trigger Setup →

How do I use Practera Analytics?¶

Solution: Access comprehensive performance dashboards, generate detailed reports, and track learner progress metrics. Analytics Guide →

How do I manage user roles and permissions?¶

Solution: Configure administrator access levels, assign coordinator roles, and manage institution-wide permission settings. User Roles →

What is the Traffic Light System and Skills Strength?¶

Solution: The Traffic Light System shows team sentiment (green/orange/red) based on Pulse Check responses. Skills Strength displays learners' skill development over time. Both features appear in the Skills & Progress Surveys tab. Skills & Progress Guide →

How do I view the Skills Growth Report?¶

Solution: Enable the Metrics feature at the institution level, then navigate to Setup > Metrics > Report. The report shows baseline vs. final skill ratings for all learners. Skills Growth Report →

🔧 Troubleshooting¶

Certificates and badges not downloading¶

Issue: Certificate download links expire after a set period for security purposes.
Solution: Request new download links from your instructor or contact support for immediate certificate re-issuance.

Interface not responding or buttons not working¶

Issue: Browser compatibility or caching problems affecting functionality.
Solution: Clear browser cache, disable browser extensions, try incognito mode, or switch browsers. Report persistent issues to technical support.

Team members not participating¶

Issue: Team collaboration or engagement challenges.
Solution: Contact your instructor to manage team dynamics, reassign team members, or process participant withdrawals as needed.

Content not displaying correctly¶

Issue: Loading or rendering problems affecting content visibility.
Solution: Ensure stable internet connection, refresh the page, or contact support if content consistently fails to load properly.

Integration issues with LMS¶

Issue: Connectivity or synchronization problems with learning management systems.
Solution: Verify LTI configuration settings, check user permissions, and ensure proper course mapping. Contact technical support for integration troubleshooting.

🆘 Support & Contact¶

Contact Method	Best For	Contact Information
📧 General Support	Platform questions, technical issues	help@practera.com
📧 Account Support	Login, access, billing inquiries	customersuccess@practera.com
📧 Program Support	Program-specific guidance	programs@practera.com
🔧 In-App Help	Real-time assistance	Use the help form within Practera

Before Contacting Support¶

Search this FAQ for your specific issue
Browse Help Articles for detailed guidance
Try basic troubleshooting (clear cache, restart browser)

When Contacting Support¶

Include: Specific error messages, browser information, steps already attempted, and relevant screenshots

💡 Pro Tip: Bookmark this FAQ page for quick access to solutions. Most issues can be resolved in under 5 minutes using our guides.

This FAQ covers the most commonly reported issues. For comprehensive tutorials, visit our Help Centre.