> ## Documentation Index
> Fetch the complete documentation index at: https://help.researchanimaltraining.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Instructor FAQ

> Answers to common questions from instructors and group leaders.

## Adding & Managing Learners

<AccordionGroup>
  <Accordion title="Why didn’t my learner receive their invitation email?">
    Ask the learner to:

    * check their spam/junk folder
    * search for emails from [**support@researchanimaltraining.com**](mailto:support@researchanimaltraining.com)
    * confirm you entered their email correctly

    If the email address was incorrect, remove the user and add them again.
  </Accordion>

  <Accordion title="Can I add a learner who already has an account?">
    Yes. If the email address already exists on the platform, the user will be added to your group and sent a welcome email.
  </Accordion>

  <Accordion title="Why can’t I upload my CSV file?">
    Common causes include:

    * incorrect column headings
    * wrong column order
    * formatting errors in email addresses
    * hidden formatting added by spreadsheet software

    Required column format: user\_email; user\_pass; first\_name; last\_name

    💡 Tip: Google Sheets often exports cleaner CSV files than Excel.
  </Accordion>

  <Accordion title="What happens if I leave the password field blank?">
    A random password will be generated and the learner will set their own password when they log in.
  </Accordion>
</AccordionGroup>

## Seats & Access

<AccordionGroup>
  <Accordion title="What is a learner seat?">
    A seat allows one learner to access assigned courses. Each learner added to your group uses one seat.
  </Accordion>

  <Accordion title="Can seats be shared between learners?">
    No. Seats are assigned to individual users and cannot be transferred.
  </Accordion>

  <Accordion title="Can I reclaim seats if someone does not attend my training course?">
    Yes. You may remove a learner **only if they have not started any courses**. 

    ⚠ Removing a learner permanently deletes their account.
  </Accordion>

  <Accordion title="Why can’t I remove a learner?">
    Learners cannot be removed if they:

    * have started a course
    * have completed training
    * are a Group Leader
  </Accordion>
</AccordionGroup>

## Tracking Progress & Certificates

<AccordionGroup>
  <Accordion title="Do I need to mark learners as complete?">
    No. Course completion is tracked automatically. However, you can manually mark lessons or courses complete if needed.
  </Accordion>

  <Accordion title="How do learners receive certificates?">
    Certificates are generated automatically when a course with certification is completed. Learners can download certificates from their account page. You can also access certificates from the progress view.
  </Accordion>

  <Accordion title="Do learners need to tell me when they finish?">
    No. You can monitor their progress at any time from the admin area.
  </Accordion>
</AccordionGroup>

## Instructor Accounts & Trials

<AccordionGroup>
  <Accordion title="Are instructor accounts free?">
    Instructor accounts are provided at no extra cost when you manage a group of learner seats. They include full access to the learning content.
  </Accordion>

  <Accordion title="What happens when my trial ends?">
    Trial learners lose access to courses. Your instructor account may remain active so you can return later and explore new content. Contact support if you would like to continue using the platform.
  </Accordion>
</AccordionGroup>

## Emailing Learners

<AccordionGroup>
  <Accordion title="Can learners see each other’s email addresses?">
    No. Group emails are sent using BCC to protect privacy.
  </Accordion>

  <Accordion title="Why do emails appear to come from support@researchanimaltraining.com?">
    This helps prevent emails being flagged as spam. Replies will go directly to you.
  </Accordion>
</AccordionGroup>

## Technical Issues

<AccordionGroup>
  <Accordion title="A learner cannot access their course — what should I check?">
    Confirm:

    * the learner is in the correct group
    * they are logged in with the correct email
    * their account has not expired. They can check this in their profile.
  </Accordion>

  <Accordion title="What browsers are supported?">
    Courses work best in modern browsers:

    * Chrome
    * Edge
    * Firefox
    * Safari

    JavaScript must be enabled.
  </Accordion>
</AccordionGroup>

## Still need help?

If you need assistance, start a chat or contact [**help@researchanimaltraining.com**](mailto:help@researchanimaltraining.com)