Capella UniversityLearner Technical Support – Gateway / Login Support

Gateway

• Gateway can be accessed at http://gateway.capella.edu/. – Before the start of the shift, it is advised to have this pulled up and signed in at all

times.– You will be prompted to login with your assigned credentials. If you are unsure what

your login credentials are, please check your email to see if you were provided with an Account Recovery Email.

• Gateway is the tool that we utilize to trigger Account Recovery Emails for Learners.– We will be making sure that the Learner has access to the alternate email on file

with Capella.– Examples of calls that would utilize Gateway:

o Learner cannot login to iGuideo Prospective Learner cannot login to the Admissions Center to complete their application.o Learner does not remember their password or login information to any system.

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Utilizing Gateway

When accessing Gateway, you will need to click on User Control to begin locating a Learner that you are needing to reset the password for.

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Utilizing Gateway (Continued)

You will need to enter the Learner / Empl ID of the Learner that you are talking to. This will narrow the search result to 1 specific user, so that it’ll be easier to pull up the account to begin sending the Account Recovery Email.

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Utilizing Gateway (Continued)

When you have located the account that you are looking for, you will need to click on Edit Profile to begin the Account Recovery process.

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Sending the Account Recovery Email

You want to make sure that the Learner has access to the non-Capella email address that is on file to ensure that they receive the Account Recovery Email.

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Sending the Account Recovery Email (Continued)

You will want to copy and paste the Non-Capella email address on file, to the Resend Claiming Email Address field. If the Learner does not have access to the email address on file, the Learner can provide a different email address, in which we can enter the new email address in the Resend Claiming Email Address field. The email address not on file, needs to be documented in the ticket. You will need to click on Submit for the Account Recovery Email to be triggered.

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Account Recovery Email Troubleshooting

• The Learner receives the email, but the link expired:– Generally, if a Learner double-clicks on the Account Recovery Link, it will expire.– The Learner will need to be sent another Account Recovery Email, as they will need

to receive a new link so that they can setup their password and security questions.

• The Learner states that they are not able to locate the Account Recovery Email:– Learner’s should receive the Account Recovery Email within the 1st minute the

recovery email is being sent.– Have the Learner check their Spam/Junk folder, as the email comes from a “Do Not

Reply” message, as that generally gets quarantined.– If the Learner is using Gmail as their alternate email, ensure that they click on the

“More” option, they will be able to locate Spam (which is where the Account Recovery Email generally goes.)

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Capella UniversityLearner Technical Support – Gateway / Login Support