We are here to help
Whether you're using Sponge’s own Learning Management System (LMS), or our Compliance modules on your own LMS - or both - our dedicated technical support team is here to help you get the most from your learning experience.
This guide explains how to get help, what our support team can assist with, and when your own IT team or your LMS provider may need to get involved.
1. Need help? Start here
Something isn't working?
Don't worry if you're not sure what’s causing the problem. Tell us what kind of problem you're seeing, and we'll try to help identify where the issue is.
IS IT RELATED TO…
Sponge’s Learning Management system?
The Sponge Support team is here to help with platform functionality, configuration, user management advice, enrolments, reporting, access, integrations and other LMS-related issues.
Our learning content?
We're also here to help with any problems relating to our courses and content, whether that content is running on Sponge’s LMS or on your own LMS.
Your LMS?
If you're using your own LMS, we can investigate issues relating to our content. If the issue is with your LMS itself, your LMS provider may need to assist in troubleshooting and resolving any problems.
A trainee’s computer, network or local environment?
Your company’s own IT team is normally best placed to help with local device, network, security or software issues.
Not sure?
That's OK. Contact us anyway!
The Support team will help you work narrow down whether the problem is with the content, the LMS, or the trainee’s local environment.
2. What can our Support Team help with?
We can help with...
- Sponge LMS platform functionality
- User and enrolment issues
- Training access and completion
- Accessing reports and configuration
- SSO and supported integrations on Sponge’s LMS
- Scheduled and onboarding rules
- Problems with our learning content
- SCORM/xAPI content issues
- Content behaving unexpectedly
- Errors or unexpected behaviour
- Supported browser and device compatibility
- Investigating performance or playback issues
We can investigate
- Some problems can have more than one possible cause. We'll help investigate issues such as:
- A course not launching correctly
- Video or audio problems
- Unexpected completion or tracking behaviour
- Sponge Compliance content running on a third-party LMS
- SSO/login problems on Sponge’s LMS
- Browser compatibility troubleshooting
- Slow or inconsistent performance
- Problems affecting some learners but not others
Where the underlying cause sits outside Sponge’s platform or content, we'll explain what we've found and, where possible, tell you what needs to be checked next.
Your IT team or LMS provider may need to help
These can include:
- Individual computer or hardware problems
- Internet connectivity
- Company network restrictions
- VPN or proxy configuration
- Firewall or security policies
- Local browser configuration
- Computer audio or video issues that affect more than the LMS and content.
- Headsets, webcams or other peripherals
- Problems with your own LMS
- Your organisation's identity provider or IT infrastructure
Don’t worry though; we won't simply send you elsewhere without investigating. We'll help to work out where the problem is and who is best placed to fix it.
3. Who should contact Support?
Our Support Team provides support to your company’s nominated contacts and LMS administrators.
This helps us:
- Work with the people who have the appropriate access & knowledge
- Avoid duplicate requests
- Resolve issues more efficiently
- Keep communication clear and consistent
For individual learners
Individual learners should normally contact their company LMS administrator or internal IT team.
If the administrator identifies an issue relating to Sponge’s LMS platform or content, they can raise a support request with Sponge Support.
This means your employees don’t need to understand the technical details — your internal administrator can act as the link between the learner, your company, and Sponge’s Support Team.
4. How to raise a support request
Any support requests should be submitted on Sponge’s support portal.
For the fastest possible resolution, please include as much of the following information as you can:
| What happened? | For example: “I received a blank screen instead of the expected training course” |
| What were you trying to do? | For example: "I was trying to launch the ‘Fair Competition’ course." |
| What happened instead? | For example: "The course did not proceed after I made my language choice” |
| Who is affected? | One learner, several learners, or everyone? |
| Which course or feature is affected? | Include the course name or LMS feature if you know it. |
| When did it happen? | If possible, include the date and approximate time. |
| What device and browser are being used? | For example: Windows 11 / Chrome. |
| Can you provide a screenshot or error message? | Screenshots are often extremely helpful. |
If you're using your own LMS
Please also include:
- Your LMS name
- The relevant course/content title
- Whether the problem affects one or multiple learners
- Any error messages shown by your LMS
Please don't send passwords or other sensitive information in a support request.
5. Before contacting us
If an issue affects only one learner, a few quick checks can sometimes identify the problem:
- Can the learner access other websites normally?
- Are they using a supported browser?
- Does the problem occur in another browser?
- Are they connected to their normal company network/VPN?
- Can another learner access the same course?
- Has the problem happened before?
Don't spend too much time troubleshooting, though! If you're still stuck, contact us and we'll help you work out what's happening.
6. What happens after you contact us?
Once we've received your request, we'll review the information provided and determine the best next step. Depending on the issue, we may:
Investigate the platform
We'll check the relevant LMS configuration, user records, logs or functionality.
Investigate the content
We'll test the relevant course or content and check whether it is behaving as expected.
Ask for more information
Sometimes we need additional details, screenshots or examples to reproduce the problem.
Work with your team
For issues involving your LMS, IT environment or integrations, we may ask your relevant technical contact to carry out some checks.
Explain the next step
If another Sponge department (for example learning experience designers or software developers) needs to make a change, we'll explain what we've identified and what needs to happen next. It’s possible that we may direct you to your own LMS support for further assistance.
7. Our approach to support
Our goal isn't simply to tell you who is responsible for something. Our goal is to help you get your learning working again.
Sometimes the answer will be something we can fix directly. Sometimes we'll identify an issue with your LMS, network, or local environment.
Either way, we'll help you understand what is happening and what needs to happen next.
Not sure? Just ask.
Still need help?
Visit the Support Centre. You can find troubleshooting guides, technical requirements and answers to common questions in our Support Centre.
Raise a Support Request – fill out the form below with as much information as possible and we’ll start investigating.