Resolve common access problems
Start by noting the site, course or task, the exact message, and when it happened. Share those details with your school; exclude passwords, tokens and payment secrets.
| Problem | What to check |
|---|---|
| ASIS says Access denied | Correct account and school; school membership and task permissions. Sign out/in after a permission change. |
| Moodle says account-not-provisioned | Linked User Account Code, enabled LMS access, course roster and completed synchronisation. |
| Moodle requires first/last name or verified email | Update the ASIS identity, verify email, then sign out/in and retry. |
| A course is absent from My Learning | Course publication, academic period, roster and teacher/student assignment. |
| Payment access needs attention | Payment-administrator assignment and identity details; use Refresh payment access. |
| Payment charged but access missing | Stop retrying checkout; give the school the provider reference and course details. |
| Live activity waits for a moderator | The teacher has not started it, or their moderator role is missing. |
| A meeting was forcibly ended | Reopen the current activity from the course; do not reuse an old launch URL. Report repeated failures. |
| Mobile Moodle cannot connect after login | Try the school site in a browser and report the school URL and error; operations must check mobile REST access. |
| A meeting has no audio/video | Check browser permission, headphones and network; try another network to help isolate the issue. |
What to send support
Include your school, account username, affected course/period, browser or mobile app, time zone, steps to reproduce and a screenshot with personal details removed. For learning issues, contact your teacher or school first; they can escalate platform problems to ASIS operations.