eLearning Troubleshooting

The mission of the Education Department is to empower every user to unlock the full potential of our software through engaging, accessible, and effective learning experiences. We are committed to driving customer success by delivering high-quality training, fostering continuous learning, and building confident, capable users. Through innovation, collaboration, and a deep understanding of our customers' needs, we strive to make education a strategic pillar of product adoption and long-term value.

Common Login Issues

Invalid Link Request

Error: Error: Invalid link request token.

Cause: Multiple causes. The link is broken, the token is expired, the link was shared from another users welcome email, etc.

Fix: Do not use the link provided, access the Square 9 LMS directly and login with your AdobeID.

https://captivateprime.adobe.com/Square9Softworks

White browser page with an error invalid link request token at the top. — Error: Invalid Link Request Token

No User Found

Error: No user found for the given adobeid email in this account.

Cause 1: You are not currently registered for an eLearning account.

Fix 1: If you have not registered for an eLearning account, please submit a registration form so an account can be provisioned.

https://info.square-9.com/education-program-registration?utm_source=hs_email&utm_medium=email&utm_campaign=Webinars&utm_content=354399997&_gl=1*er25wa*_ga*MTA1Mzc1MjU1Ny4xNzE1NjE1OTA2*_ga_KDSFGJZ8WC*MTc0Mzc2Njc4NS4xNjAuMS4xNzQzNzY3OTc5LjU2LjAuMTYyMDQ5Mjk5OQ..*_ga_ZWDRLKK6EH*MTc0Mzc2Njc4NS4xNjIuMS4xNzQzNzY3OTc5LjU2LjAuMA..*_gcl_au*NjI0MTYzODAwLjE3MzkxOTA4MDQuMTcwMjE2MTM1NS4xNzQzNjEzNTkzLjE3NDM2MTM2MTU.

Cause 2: You are logged into an Adobe account with an AdobeID that is different from the one associated with your Square 9 eLearning account and Adobe’s auto-login is trying to use that account.

Fix 2: There are multiple simple fixes for this:

Go to adobe.com and log out of the current AdobeID account.
Use a different browser.
Use an incognito or private window.
Clear your browser cache.

Page with a message about no user found and a log in button. — No User Found

Contact Us

As a valued end user of Square 9’s GlobalSuite of products with an active support and maintenance agreement, you are entitled to full access to our live and online learning resources. If you have any questions or experience any issues with the online lessons, please don’t hesitate to contact us for assistance.

Education Phone	Dial +1 (203) 789 0889 and select Option 4 from the menu
Education Email	education@square-9.com
Learning Management System	https://captivateprime.adobe.com/Square9Softworks
Reseller eLearning Page	https://www.square-9.com/resources/reseller-learning/
Customer eLearning Page	https://www.square-9.com/resources/customer-learning/
Standard Operating Hours	Monday – Friday 7:00AM – 6:00PM Eastern Time Excluding major US holidays