Admin FAQ

Expand the topics below to find a specific topic.

Getting Access & Signing In

Where do I get an Imagine Academy membership ID and program key?

If you received an enrollment invitation directly from the Imagine Academy benefits platform, you will be asked to enter an Imagine Academy membership ID and program key. If you do not have that information, check with your Imagine Academy program administrator.

What do I do if my membership ID is not accepted?

Contact the administrator who signed you up and request a new one.

Can I change the email address I use to sign in?

Unfortunately, it cannot be changed. If you have a need to do this, you should contact your instructor or program administrator. They would have to create a brand new user account for you and it would not have the course activity or history from your earlier account associated to it.

What do I do if my sign in attempts fail?

If your Microsoft Account or Office 365 sign in fails, click the Contact Us link in the footer for assistance. If your school account fails, contact your school. From the Contact Us page you can fill out a form to request support, or you can call a toll-free number that is available 5:30 am - 5:30 pm.

What do I do if I get an error that my subscription has expired?

Contact the administrator who provided you access. If this isn't possible or doesn't help, click the Contact Us link the footer for assistance.

How do I add another Imagine Academy organization to my list?

If you are authorized to work with other IA organizations, you can add them to the list displayed when you click Switch organization on your profile dropdown menu. Before doing this you will need to obtain the correct membership ID and program key for that organization.

To add another Imagine Academy to your list:

  1. In the organization dropdown click Activate membership.
  2. On the resulting screen, enter the Microsoft Academy membership ID and Imagine Academy program key. Microsoft should have sent these to the administrator at your institution. Check with your administrator if you do not have these.
  3. Click Submit.

You are returned to the administrator home page and are now logged in under the newly added academy. You can switch organizations at any time by clicking your name and then clicking Switch organizations from the drop-down menu. (If Privacy is enabled your email address will be displayed in place of your name.)

I selected the Keep me signed in check box, but now I would like to sign in with a different account. Can I do that?

Yes. If you saved your credentials (that is, you selected the Keep me signed in check box), you can still sign in with a different account. On the Imagine Academy home page, in the upper-right corner (next to your user name or email address), click the drop-down arrow. From the menu, select Sign out. Clear your browser cache, and then close the browser. Then, open your browser, go to the Imagine Academy sign-in page, and click Sign in. Select an account option, and then sign in with different credentials.

Learning Plans

How do I assign a learning plan to one or more users?

To assign a learning plan to one or more users:

  1. Click Learning Plans.
  2. Locate the learning plan that you want to edit. If you know any part of its name you can type that in the Search box and press Enter.
  3. Click the Manage Users icon in the bar at the bottom of the learning plan.
  4. Select the users you want to add then, under Edit assignment, click Assign and Apply.

How do I remove a user from a learning plan?

This is almost the same as adding a user.

To assign a learning plan to one or more users:

  1. Click Learning Plans.
  2. Locate the learning plan that you want to edit. If you know any part of its name you can type that in the Search box and press Enter.
  3. Click the Manage Users icon in the bar at the bottom of the learning plan.
  4. Locate the users you want to remove then, under Edit assignment, click Unassign and Apply.

How do I update the list of courses in a learning plan?

To update the list of courses in a learning plan:

  1. Click the Learning Plans tile.
  2. Click the Manage courses icon.
  3. Expand the offerings in the course catalog and check the courses and collections to include in the plan, or remove the check to remove them.
  4. Click Save.

The learning plan is saved with its new collection of courses and you are returned to the Learning Plans page. All users assigned to the plan should receive an email notifying them of the change.

If you change your mind about editing the learning plan you can click the Cancel button or the X in the upper right corner.

Why don't we have a learning plan assigned to a user when he is added to a group associated with a learning plan?

This is by design; we do not support live groups today. In this case adding the user to the group will not assign the learning plan to him and also there will be no trigger email generated for learning plan assignment. The learning plan needs to be assigned to the user explicitly.

Some of my learning plans from the previous system seem to be missing. Did some learning plans not migrate?

In a few rare cases, learning plans from the previous system could not be migrated. There are two reasons for this:

  • Too many courses in the learning plan. Learning plans containing over 50 courses were not migrated. In-progress courses from the learning plans will appear for the learner in My Courses, under the Courses I Added section. Completed courses from these learning plans will appear for the learner in My Achievements under the courses I Added section.
  • Zero courses in the learning plan.

The names of unmigrated learning plans are listed in the table below along with the reason not migrated:

Loading learning plan table...


What is the best way for my students to sign-in to Online Learning?

To access Online Learning students will need to sign-in with a 'Work or School account' or a 'Personal account'. A 'Work or School account' is an account associated with an Azure Active Directory ("AAD") tenant account for the institution. Existing Microsoft Office 365 accounts associated with your AAD tenant can be used for single sign-on with the Imagine Academy program.

A 'Personal account' is what was previously referred to as a 'Microsoft account' which is a personal email account which has been setup by the user as a 'Microsoft account'. This may be a Hotmail, Outlook or other free email account. This may even have been an @schooldomain email address if the user has set up their school email as their 'Personal account'.

Using a 'Work or school account' is the recommended method of authentication. This requires configuration of the school's Azure Active Directory to implement.

If AAD is not available or configured for your school and students are using 'Personal accounts' to enable their access, it is required that students independently create their own Microsoft account outside the institution's IP address, and if possible, in advance of the school term.

As a teacher or administrator is there a way I can generate Office 365 accounts for an entire class or school for student use?

Yes, you can log into your Office 365 account ( as an admin and use the New or Bulk add features available after clicking Users > Active Users in the Office 365 admin center.

Go to this page for detailed information about adding a single account or multiple accounts:

I uploaded a CSV of my users and it failed. What should I do?

The first thing to do is look at the report that is displayed after the upload to see if a reason is given. A common cause is attempting to upload the wrong file format. For example you may have saved an Excel file in CSV format and then accidently selected the Excel file in the upload dialog.

Another possibility is that you already uploaded that file, so all your accounts are duplicates.

If your records were processed but not all records seem to be accounted for, open your CSV file in Excel and confirm that all records contain valid information.

Note: For privacy reasons, some IA organizations (generally those with children among their learners) prohibit the gathering of first and last names and unique ID. In this case the Site Admin can enable the Privacy setting. Once this is done you won't need to include the first and last names in the CSV file or when creating accounts in other ways. Also those fields shouldn't display in other locations.

What do I do if the report says my bulk upload has invalid data?

This is usually caused by an invalid or missing email address. Open the CSV file in Excel and look for an invalid email address (for example no @ or domain extension in the address).

You can also compare the users added to those in the CSV file to determine which ones didn't take.

What do I do if my user information appears unreadable in the CSV file containing characters in another language?

By default Excel does not support Unicode format. To add or update Unicode format characters :

On a Windows machine:

Method 1

  • On a Windows computer, open the CSV file using Notepad.
  • Click "File > Save As".
  • In the dialog window that appears - select "UTF-8" from the "Encoding" field. Then click "Save".
  • Open this new CSV file using Excel - your non-English characters should be displayed properly.

Method 2

  • On a Windows computer, click "File > New" in Excel.
  • Click "Data" tab.
  • Then click "From Text" option. Select the CSV you file you saved.
  • Excel will display "Text Import Wizard".
  • In step-1 of this wizard:
    • Select "Delimited" radio button.
    • In "File origin" field - select "65001 : Unicode (UTF-8)".
  • Click "Next >" button.
  • In step-2 of this wizard:
    • Select "Comma" checkbox.
  • Click "Finish" button.
  • In the dialog window that appears - click "OK" button.
  • Excel will display your CSV file - including non-English characters - properly.

On a Mac:

Use the "Numbers" application instead of Excel.

What is the difference between "Email" and "Login Email" under the User list section?

The "Login Email" field displays the email address a user used to sign into the online learning site. This field will remain blank until a user has actually signed into the site at least once after February 17th , 2015. This field cannot be modified by the administrator.

The "Email" field, depending on specific scenarios, can display any one of the following emails:

  1. Email address an administrator entered when creating the user account.
  2. Email address a user entered when manually redeeming an enrollment code.
  3. Email address used to sign into the online learning site.

Why do I see NOEMAIL@NONE.COM in a learner profile?

If the account was moved from another courseware management server that didn't provide a contact email address for a leaner, this placeholder, followed by some numbers, is stored in their profile. You can edit their profile to set the correct contact email address, or they can do this

Can I add one user to multiple groups?

Yes. You can add the same user to as many groups as you would like. You can also add other groups to a group. Groups are a way to organize users so you can easily assign the same learning plan to them.

Where can I learn more about groups?

Visit the Help documentation (available in the Admin site footer) for information about groups.

How do I make someone an administrator?

If you are a Site administrator you can use one of the following methods to make someone an administrator:

To make someone who is already enrolled (for example, an instructor) an administrator, on the Administrator site, click the Users tile. Find the specific user, and click their name. Then, under "Assign roles" in "Edit User" select the Site admin check box.

Note: To add the user role to more than one existing user, check the "Users" box to the left of the name of each user. Then click "Edit Roles" at the right end of the Users list and click "Site Admin", then "Apply."

To add new administrators, click the Users tile and then click Invite users. In the Which role do you want to assign to each user? menu, select All roles. In the How many users do you want to give this link to? field, specify the number of users (between 2 and 20000) to whom you want to assign the admin roles and then click Create enrollment link. To have an administrator enrollment email sent to you, click Email. You can then forward that email with the link to the new administrators.

Can instructors edit user roles?

Yes, instructors can edit roles and invite users to designate additional instructors. Only Site admins can assign the Reports admin and Site admin roles.

How do I remove a user, such as an administrator, an instructor, or a learner?

Rather than removing a user, you set the user's status to inactive, which prevents them from logging in until the status is changed back to active. (This change can be made by an administrator of the organization.) To render a user's access inactive, on the Administrator site, click the Users tile. Select the user whose status you want to change, select Inactive from the Edit Status options and then click Apply. You can repeat the process and select Active to reactivate their account.

System Requirements

What is the minimum recommended system for viewing Microsoft Online Learning courses?

Currently, we recommend any of the following operating system / browser combinations:

Minimum Requirements

Operating System:

Windows 7 or higher


Internet Explorer 9 or higher

Chrome 25.0.1364.172 or higher

Firefox 19.0.1 or higher

Recommended System

Operating System:

Windows 8


Current version of Internet Explorer

Broadband Internet Connection

Note: If your system is set to the minimum resolution, or close to it, you might explore the scaling option in your browser for the optimum view when working in a course.

Note: Virtual labs require Internet Explorer, since they use Active X controls.

Do some courses have specific requirements?

Yes, some courses do have specific requirements. To view course requirements, sign in to the Learner site, click My Courses, click the desired course title, and then click System Requirements.

Why do I get a message about only secure content being displayed?

This message is telling you that there may be both secure and non-secure content on the page. Secure and non-secure content, or mixed content, means that a webpage is trying to display elements using both secure (HTTPS/SSL) and non-secure (HTTP) web server connections.

For more information and instructions on how to disable this notification, read this article on the Microsoft Support site:

Can a learner download a course and view it offline?

No. At this time courses can be viewed only online.

Why do I get an error when I try to run a virtual lab?

Virtual labs require Internet Explorer, since they use Active X controls. To run a lab, you can use Internet Explorer and then switch back to your preferred browser for the rest of the course content.

When attempting to view a course video a dialog is displayed asking if I want to display mixed content. What should I do?

Click Yes to continue.

To prevent this message from being shown again:

  1. Click Tools at the top of the browser menu bar.
  2. Click Internet Options.
  3. Click the Security tab at the top.
  4. Click the Custom Level... button.
  5. Scroll about halfway down to the Miscellaneous heading.
  6. Under this heading is the Display mixed content option; set this to Enable.
  7. Click OK, then Yes when prompted to confirm the change.
  8. Click OK to close the Internet Options window.
  9. Close and restart your browser.

Note: The exact wording may vary depending on your version of IE, but the general steps are the same for all recent versions.

Why do I see a blank screen when attempting to view a course via a Remote Desktop connection?

Some Microsoft Online Learning courses are protected by Digital Rights Management (DRM). By design, courses protected by DRM cannot be viewed over remote desktop connection or virtual machine sessions. If you try to view a course protected by DRM over remote desktop and/or virtual machine session the course will simply display a blank screen with no content.


Why does the order of organizations in the list keep changing?

The order in which the organizations are displayed in your list is based on your activities. Normally the one you worked with most recently is displayed at the top. But if a new organization was added since then, it is listed at the top. The rest are in alphabetic order below it.

Is there a link to go directly from the administration site to a course I want to view or resume?

On the admin dashboard click your user name and in the dropdown click Learner site; the learner site will open up in a new browser tab.

Alternatively, you can search for the course on the admin site and click the course to view it. This automatically opens the learner site in another tab and takes you to that course.

Why is the report I printed messed up?

The reports are designed to be printed in landscape orientation. If you print in portrait orientation some information may be missing or truncated.

How do I specify the site language and the course language?

On the Profile page, you can select the default site language. This will change the site accordingly and also while browsing and searching for courses, this default language will be pre-selected in the course language filter. You can change this setting in the language filter if you want to search for courses in any other language. Please note that changing this filter will not change your site language.

How can I ensure that enrollment emails generated from the system contain the correct whr parameter as per my organization's federation?

The enrollment links generated by the system pick the whr parameter based on your login credentials when creating the enrollment codes. So if you have logged in with your federated account, the enrollment links will have the corresponding whr associated with the same.

Where can I find information on course retirement?

To find information on courses scheduled to be retired, course retirement policies and FAQ visit

I need additional support or clarification, is there any support team that I can contact?

Yes, you can contact us at 1-800-690-6555 inside the US (It might apply International Charges for outside US). You can also submit a ticket online using our Webform and you will receive a response within 1 business day – Our Support is provided in English only.