Support

There are a few reasons that a participant does not join your training group, even though you sent the correct link:

• The participant decided not to join the group (they have this option)
• The participant has not registered yet
• The participant clicked your link, opened CultureConnector for example on a phone, but then continued on a different device, for example on a computer,  not having clicked the link on the computer. This can also happen if the user switches browser.
• The participant did not click the link, but found CultureConnector by search or from remembering the domain.

Solutions:

• Send the link again. If your participant has already completed CultureConnector’s questionnaire, the link will only offer the chance to join the group. The link will not require the user to do the questionnaire again.
• Add the user to the “Pre-approved learners” list in your group’s “Add learners” area. This will give him/her another chance to join your group. He/she will see a small message from you on the CultureConnector start screen (after logging in), with an option to join the group.

If you are in a training programme and your upgrade from Free to a premium licence has not succeeded, try these actions:

• Find the invitation you received to CultureConnector. Click the special invitation link in the invitation. Your invitation may contain other links which do not upgrade you, so be very sure that you’re clicking the right link. The link is long and ends in many random characters, like this:

....com/#/join/eyJygI6MC43Nfg2OTIxNzpsMjA2MDgzLCJncm914M9pZCI6IjI4MgksInMyIjowLjYyMjcwODc3klT1NDU0Nzh9

• Copy the long link from your invitation and paste it into your browser address bar
• If the link is hidden behind text such as “click here” or “Sign up for CultureConnector”, try to see what kind of link exists behind the text. You can do this by copying the link (by right-clicking, or Control+clicking you can often copy the link and paste it into a text editor such as Word or Notepad to view the link)
• Ask the person who invited you to send a new link in a different way (by text, or in a document, for example); some email tools break long links
• Contact technical support

1. Make sure that your browser has Javascript enabled. Check | Fix
2. Type in cultureconnector.com to your browser and login or sign up but don’t click the invitation link yet. After you have completed your signup and got your cultural profile, click the invitation link you got. If after trying this, the link still causes an empty screen, ask your trainer to add you manually to your training group.
3. Use a different device to open the invitation link, such as your smartphone, other computer or tablet.

If you see the login screen when you are trying to do something else, the cause could be:

• You started to sign up but have not completed it, so you are trying to sign up again or use the “forgot password” function
• Someone else has used the device for a different account and did not log out

Try the following to solve the problem:

• complete the original signup; you may need to find the activation link that was emailed to you, for example in your spam folder
• log in then log out with any account that has been used on that device
• copy-paste the activation link from your email directly into your browser
• change to a different browser or device
• ask a colleague to log in with their account, and log out again

More actions to try:

• Log out of CultureConnector via the logout option in the dropdown menu at the top. Log back in again.
• Refresh your browser (click refresh, or choose F5 on Windows computers)
• Do a “hard refresh” of your browser by clicking refresh while holding down your CTRL (Windows) or CMD (Mac) button. More info.
• Clear your browser history (cache and cookies). More info.
• User a different browser (for example, switch to Chrome if you have been using Edge)

If your trainer tells you that you have not completed your profile, you may have missed one of these steps:

• signup form (for example name, email address, home culture)
• 36 cultural profile questions
• choose at least one culture to compare with
• confirm email address (by clicking the link in the email you received after signing up, then creating your new password)

Here’s how you choose cultures to compare with:

If your username is not accepted by the login form, it may be that you changed your email address. Try with your previous email address, or your secondary (private) email address, if you have every used that with CultureConnector.

Also try with a different browser or refreshing your current browser. If someone else has used your computer, or if you have multiple accounts, it may be remember the other login, not yours.

If you were an Argonaut user and have never used CultureConnector, you have to create a new password. Follow the on-screen instructions.

If you only have a private email address and no other email address used for work, you will find it difficult to use CultureConnector. To solve this, you can buy a licence using your private email account. That will unlock some of the limitations on private email users, for example, it will allow you to sign up and use CultureConnector, but you will still get request to switch to a work email address. Get more information about personal email addresses.

If many people in your organisation are not getting the emails from CultureConnector, the problem may be in your organisation’s email filters. Ask your IT department to unblock (or “whitelist”) emails from

• @cultureconnector.com
• @www.argonautonline.com.com

Our mailings are handled by [email protected], a service shared by thousands of organisations not unique to CultureConnector, and sent from these IP ranges:

• 208.76.24.0-254
• 208.76.25.0-254
• 208.76.26.0-254
• 208.76.27.0-254