Your learner may have created an account separate from the OpenSesame Plus invitation they received. If this is the case, please have them log into the OpenSesame account they created. Next, have them open their OpenSesame Plus invitation again and click the email’s link. Finally, have them refresh the page where they'd logged in to their account. This should connect the two.
If you have further questions, our Support team is here to help via email at firstname.lastname@example.org or via live chat and phone. Feel free to reach us at (503) 808-1268, ext. 2, or at +44 203 744 5541 in Europe.