Troubleshoot training enrollments

When you create a training enrollment, Hook pushes each course to the underlying training provider and tracks the result per course on the batch detail page. Most of the time courses flip to Enrolled within a minute. When they don't, the batch detail page tells you exactly what went wrong with a status badge — and, in most cases, gives you a Retry button to fix it yourself. This page walks through every state you might hit and how to clear it.

Before you start

Read the status on the batch detail page

Open the batch from Enrollment History to land on its detail page. Every course shows one of these statuses:

The summary cards at the top roll these up. Newly Enrolled, Scheduled, and Need Attention (failed plus blocked) always show; Already Covered and Needs Access appear only when their count is above zero. A Retry button appears on any course row in Failed, Needs Access, or Partial.

"Organization is not configured for training"

If you see Organization is not configured for training. Please contact support. the moment you submit the wizard — or when you click Retry — the problem is upstream of the enrollment itself. Your organization is missing the PhishingBox account ID and API key that Hook uses to talk to the training provider. Without both credentials, Hook refuses the enrollment before it touches the provider, so nothing is created.

You can't fix this from the org portal. Email support@hooksecurity.co and ask to have your organization provisioned for training. Once the credentials are in place, re-run the wizard (or click Retry) and the enrollment goes through.

"Needs Access" on a course

Needs Access means the enrollment reached the provider, but your organization isn't entitled to the course you targeted. Hook surfaces this as its own status — not a generic failure — and shows the inline note:

This organization does not have access to this course. Contact your administrator to enable it.

To resolve it:

"Failed", "Partial", and access-denied retries

A course lands in Failed when the push didn't complete, and Partial when some recipients enrolled but others didn't. Both are retryable from the same per-course Retry button. When you retry, Hook resets the course to Pending, clears the prior result, and re-runs the enrollment.

• Failed — usually a transient provider or network error. Retry first; it often clears on the second attempt.
• Partial — the successful recipients stay enrolled; retrying re-attempts the batch. Recipients who already succeeded are reported by the provider as duplicates, so retrying is safe.
• Access-denied courses carry their own contact-your-administrator message (covered above) and are retryable through the exact same button once access is granted.

If a course keeps failing after a few retries, capture the error text shown under the status and email support@hooksecurity.co.

Editing or canceling a scheduled enrollment

You can only edit or cancel a course while it's still Scheduled — that is, before its enroll date fires. The Edit and Cancel buttons appear only on Scheduled rows. Once a course enrolls, those controls disappear, and the server rejects the change with Only scheduled enrollments can be canceled or Only scheduled enrollments can be edited.

When you edit a scheduled course, Hook enforces two date rules:

• The new Start enrollment on date must be in the future — you can't reschedule a course to today or the past.
• The Learner due date must be after the start date.

If you break either rule, the save fails with Scheduled enrollment date must be in the future or Due date must be after the scheduled enrollment date. Pick valid dates and save again.

Canceling a scheduled course soft-deletes it and stops the pending job from firing. If it was the only course in the batch, Hook returns you to the Training dashboard; otherwise the rest of the batch stays intact.

You hit an enrollment limit

The wizard validates your selections before it creates anything. If a submission is rejected for being too large, it tripped one of these caps:

• Courses: at least 1, at most 12 per batch.
• Specific groups: at most 500 group IDs.
• Individual users: at most 50 users.

Group-based and individual modes also require at least one selection — an empty Specific groups or Individual target fails with Select at least one group or Select at least one user. To enroll more recipients than a single mode allows, split the work across multiple batches or target groups instead of individuals.

Learners didn't get an email (or got one you didn't expect)

Under Notification Settings in the wizard's schedule step, two switches control whether Hook emails learners on enrollment:

• Send account notification to new learners — the welcome email for users who don't yet have a learner account.
• Send enrollment notification to learners — the per-course "you've been enrolled" email.

Both are real toggles you set on every submission, and they default to on, so learners receive email unless you turn them off. If you're staging a quiet rollout and plan to announce training on your own channel, flip both switches off before you submit. If learners report unexpected enrollment email, the switches were left on. Conversely, if you expected Hook to drive the announcement and learners got nothing, re-run the relevant courses with the switches on.

Use the right "Create Enrollment" flow

There are two pages in the product titled Create Enrollment. Only one of them actually enrolls anyone.

Always start from Training in the sidebar and click Create Enrollment there, which opens the current wizard. That's the flow documented in Assign training to groups, and it's the only one that writes a real enrollment batch you'll later see in Enrollment History.

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