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Login Issues

Login Issues & Troubleshooting Guide

KNOWLEDGE BASE · INTERNAL

A reference for the most common login issues encountered by practitioners and instructors during Certification (Cert/Initial) and Recertification (RC) courses. Each scenario lists an immediate fix for day-of issues and a proactive recommendation to prevent it from recurring.

Last updated: May 2026

LOGIN SUPPORT — QUICK REFERENCE

Contact: support@pivotcrisis.com

Subject: "Login Help"

Message body: practitioner’s first and last name + the email address they’d like on their account.

WHAT’S IN THIS GUIDE

1  Email or credentials not recognized   4 scenarios

2  Password issues — cannot log in   2 scenarios

3  Password issues — organizations with email hard blocks   2 scenarios

4  First-time users — login screen keeps looping

5  Training ID not found

6  "No more seats available" error   2 reasons

7  Incorrect course start date

8  Practitioner attempting first login after Day 1

1. Email or credentials not recognized

The following scenarios apply when the system does not recognize a practitioner’s email address.

Scenario 1A — RC course | Practitioner did not pre-check login

The practitioner is in an active RC course and cannot log in. Instructor directed pre-verification; practitioner did not follow through.

Immediate solution

  1. Email koller@pcma.com with subject "can’t login." Include the practitioner’s first and last name and their preferred email address.

Proactive solution

  1. Practitioners should log in to their account at pcma.com a few days before the course to confirm credentials are accurate.
  2. If credentials are incorrect, email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email address.

Scenario 1B — RC course | Instructor did not direct pre-login

Practitioner is in an active RC course and cannot log in. The instructor did not direct practitioners to verify credentials in advance.

Immediate solution

  1. Email koller@pcma.com with subject "can’t login." Include the practitioner’s first and last name and preferred email address.

Proactive solution

  1. Instructors should direct all practitioners to log in to pcma.com a few days before the course to verify credentials.
  2. If credentials are incorrect, email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email address.

Scenario 1C — RC course | No prep time (last-minute course)

Course was scheduled with no advance notice and no time was allocated for pre-login verification.

Immediate solution

  1. Email koller@pcma.com with subject "can’t login." Include the practitioner’s first and last name and preferred email address.

NOTE

There is no proactive solution for this scenario — when a course is scheduled at the last minute, there is simply no time to prep.

Scenario 1D — Cert/Initial course | Returning practitioner

Practitioner has had prior PCMA training and is in a Cert/Initial course but cannot log in because their email needs updating. Instructor directed pre-verification; practitioner did not follow through.

Immediate solution

  1. Email koller@pcma.com with subject "can’t login." Include first and last name and preferred email address.

Proactive solution

  1. Log in to account at pcma.com a few days before the course to verify credentials.
  2. If credentials are incorrect, email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email.

2. Password issues — cannot log in

These scenarios apply when the practitioner’s email is on file but the password is incorrect or forgotten. Passwords are managed entirely by the system; staff cannot reset them directly.

Scenario 2A — Practitioner did not pre-check (standard organization)

Practitioner is in an active course and cannot log in. Instructor directed pre-login; practitioner did not follow through.

Immediate solution

  1. Heather (or Pivot rep) confirms the email address on file is accurate.
  2. If the email needs to be updated, email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email.
  3. Once confirmed, practitioner visits pcma.cc, clicks "Forgot Credentials," and follows the prompts to reset their password.

Proactive solution

  1. Practitioners should log in to pcma.com a few days before the course to confirm their password is working.
  2. If forgotten, click "Forgot Credentials" on the login page.
  3. If no password reset email arrives, the email on file likely does not match.
  4. Email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email.
  5. Once confirmed, request a password reset.

Scenario 2B — Instructor did not direct pre-check (standard organization)

Practitioner is in an active course and cannot log in. Instructor did not direct practitioners to verify credentials in advance.

Immediate solution

  1. Heather (or Pivot rep) confirms the email address on file is accurate.
  2. If email needs updating, email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email.
  3. Once confirmed, practitioner visits pcma.cc and clicks "Forgot Credentials" to reset their password.

Proactive solution

  1. Instructors must direct all practitioners to log in to pcma.com a few days before the course to verify their password.
  2. If forgotten, click "Forgot Credentials" on the login page.
  3. If no reset email arrives, the email on file does not match — email koller@pcma.com.
  4. Once confirmed, the practitioner can request a password reset.

3. Password issues — organizations with email hard blocks

IMPORTANT — HARD-BLOCK ORGANIZATIONS

Some school districts and organizations (such as Duval County) have IT firewalls that block all incoming email from PCMA. Password reset emails sent by the system will never reach the practitioner’s inbox.

A workaround involving Jennifer McSween is required.

Scenario 3A — Hard block | Practitioner did not pre-check

Practitioner works for a hard-block organization and cannot log in. Instructor directed pre-verification; practitioner did not follow through.

Immediate solution

  1. Heather (or Pivot rep) confirms the email address on file is accurate.
  2. If email needs updating, email koller@pcma.com with subject "can’t login" and include first and last name plus preferred email.
  3. Once email is confirmed, practitioner requests a password reset from the pcma.cc login page (this triggers the system to generate and attempt to send the reset email).
  4. Heather (or Pivot rep) contacts Jennifer McSween with the practitioner’s email address to retrieve the blocked password reset email.
  5. Heather forwards the reset email to the practitioner so they can update their password.

Proactive solution

  1. Practitioners should log in to pcma.com a few days before the course to verify their password.
  2. If forgotten, click "Forgot Credentials" on the login page.
  3. If no reset email arrives (blocked by organizational firewall), email koller@pcma.com to update the email on file.
  4. Once email is confirmed, request a password reset.

Scenario 3B — Hard block | Instructor did not direct pre-check

Same situation as Scenario 3A but the instructor did not direct practitioners to pre-verify their credentials.

Immediate solution

Follow the same steps as Scenario 3A (steps 1–5 above).

Proactive solution

  1. Instructors must direct practitioners to log in to pcma.com a few days before the course.
  2. If password is forgotten, click "Forgot Credentials."
  3. If no reset email arrives (blocked by organizational firewall), email koller@pcma.com.
  4. Once email is confirmed, practitioner can request a password reset.

4. First-time users — login screen keeps looping

Applies to practitioners who have never had prior PCMA training. During a Cert/Initial course, after entering their Training ID and email, the screen loops back to the login page rather than advancing.

Immediate solution

  1. Heather (or Pivot rep) attempts to log in using the same course ID and email. If the system advances to the application, this indicates user error on the practitioner’s side.
  2. Confirm the Training ID number is correct.
  3. If the Training ID is correct and the loop persists, have the practitioner try a different browser.
  4. If the issue continues, have the practitioner try a different device.

PROACTIVE TIP

Practitioners should use a laptop or desktop rather than a phone. Mobile browsers are significantly more prone to login loop issues.

5. Training ID not found

Practitioner is in an active Cert or RC course. When entering the course ID, they receive the error: "Training Not Found."

Immediate solution

  1. Have the practitioner confirm the correct course ID directly with their instructor.
  2. Re-enter the complete and accurate course ID number.

NOTE

There is no proactive solution for this issue — it is typically a simple data entry error resolved by confirming the course ID with the instructor.

6. "No more seats available" error

Practitioner in an active Cert course receives the error "No More Seats Available." This occurs for one of two reasons:

  1. Reason 1: another practitioner has occupied more than one seat by registering with multiple email addresses. The system treats each email as a new practitioner.
  2. Reason 2: the practitioner currently trying to log in is using different credentials than they originally registered with. The system recognizes them as a new user, filling the last open seat.

Reason 1 — Duplicate seats

Immediate solution

  1. Heather (or Pivot rep) retrieves the last five digits of the course ID and checks whether any practitioner is occupying more than one seat.
  2. Confirm with the instructor and practitioner which set of credentials they want to keep.
  3. Heather removes the duplicate seat (email).
  4. Practitioner can now log in and acquire the available seat.

Reason 2 — Wrong credentials used

Immediate solution

  1. Heather (or Pivot rep) retrieves the last five digits of the course ID and confirms the practitioner already holds a seat in the course.
  2. Confirm the practitioner’s original login credentials. Staff can assist with the email address, but if the practitioner cannot remember their password, they must be removed from the course and start over.

IMPORTANT — FOR EITHER REASON

Add a note to the class record indicating that login issues occurred. This protects the practitioner’s time stamps from being adversely affected by the delay in gaining access.

Proactive solution

Practitioners should write down the login credentials they create at registration and keep them accessible for the duration of their training.

7. Incorrect course start date

Practitioner attempts to log in but cannot find the course. They may see one of these messages:

  • "No Course ID found. Training must start [date]"
  • "Training closed until [date]"

This occurs because the instructor entered an incorrect start date when setting up the course in the system.

Immediate solution

  1. Instructor contacts Heather (or Pivot rep).
  2. Heather (or Pivot rep) confirms the correct start date and updates it in the course schedule.

Proactive solution

Instructors should carefully review all course details — especially the start date — before submitting. A quick review of the setup form before submission prevents day-of access issues.

8. Practitioner attempting first login after Day 1

Practitioner is in an active course but did not log in on Day 1. The system only permits a first-time login on the first day of training — it will not allow a new session to be created on subsequent days. The practitioner attended class but did not resolve the issue at the time.

Immediate solution

  1. Instructor contacts Heather (or Pivot rep).
  2. Heather (or Pivot rep) confirms the practitioner did not log in on Day 1 and directs the instructor to print the T.L.A. (Temporary License Agreement) and have the practitioner sign and date it. The TLA establishes the practitioner is not in violation of the training agreement and provides a reference start time since no Day 1 timestamp was generated. Email the completed TLA to certifications@pcma.com (CC: Grosso@pcma.com) with the subject line: [Course ID] – T.L.A. Include the names of all affected practitioners in the body of the email.
  3. Heather (or Pivot rep) temporarily adjusts the course start date to today’s date.
  4. The practitioner logs in and completes the application.
  5. Heather (or Pivot rep) reverts the start date back to the original.

PROACTIVE SOLUTION

Instructors and practitioners must contact the office immediately on Day 1 of training if any login issues arise. Do not wait until the next day. Delayed reporting increases complexity and may put the practitioner in a compliance violation.

Pivot Crisis Intervention (formerly PCMA)   ·   Internal Knowledge Base   ·