Most issues are related to access, role assignment, cohort status, enabled pillars, or incomplete reflection card steps.
Start with the basics
Before assuming something is broken, check the basics.
Ask:
- Is Leadership Compass enabled for the organization?
- Is the user in the correct organization?
- Is the user using the correct account?
- Is the cohort active or launched?
- Has the user been added to the cohort?
- Does the user have the correct role?
- Are the required pillars enabled?
- Has the user accepted required reflection cards?
- Has the user refreshed the page after completing work?
Many issues are resolved by confirming these items.
I cannot see Leadership Compass
If Leadership Compass does not appear, check whether:
- Leadership Compass is enabled for your organization
- your user account has access
- you are logged into the correct organization
- you are using the correct account
- your role has permission to access Leadership Compass
- your account has been added to a cohort, if required
If you still cannot see Leadership Compass, contact your Admin, Champion, or support contact.
I can see Leadership Compass but not my cohort
If you can access Leadership Compass but cannot see the correct cohort, you may not be assigned to it yet.
Ask a Champion or Admin to confirm:
- the cohort exists
- the cohort is active or launched
- your account was added to the cohort
- you were added with the correct role
- you are not using a duplicate account
- your email address matches the invited account
Cohort visibility usually depends on assignment.
I am in the wrong cohort
If you appear in the wrong cohort, contact your Champion or Admin before continuing.
This is especially important if you have not completed much work yet.
A Champion or Admin may need to:
- remove you from the incorrect cohort
- add you to the correct cohort
- confirm which account should be used
- review whether any completed work needs support attention
Do not continue in the wrong cohort unless your Champion confirms that it is okay.
I have a duplicate account
Duplicate accounts can cause access and progress confusion.
This may happen when:
- you were invited using one email but logged in with another
- you used a personal email instead of a work email
- your account was created manually and later invited again
- your name appears twice in the participant list
Ask your Champion or Admin which account should be used.
I cannot start a pillar
If you cannot start a pillar, check whether:
- the cohort has launched
- the pillar is enabled
- the pillar is unlocked
- you completed any required earlier step
- you are assigned as a Participant
- you are using the correct account
Some pillars may not be available until earlier pillars are complete.
I do not see a pillar
If a pillar is missing, it may not be enabled for your cohort.
Leadership Compass can be configured with different pillar sets.
For example:
- a cohort may use only Pillar 1
- a cohort may use Pillars 1–3
- a cohort may use all five pillars
- a cohort may unlock pillars based on the selected package or configuration
Missing does not always mean broken. The pillar may not be part of your cohort.
I completed a pillar but progress did not update
Progress may not update until all required steps are complete.
Check whether you have:
- answered required questions
- saved your responses
- completed the pillar workflow
- reviewed generated reflection cards
- accepted required cards
- refreshed the dashboard
If reflection cards are still pending, the pillar may not count as complete yet.
I cannot move to the next pillar
If you cannot move forward, check whether the current pillar is fully complete.
You may need to:
- finish unanswered prompts
- save the pillar
- review reflection cards
- edit reflection cards
- accept required cards
- complete a required previous pillar
- refresh your dashboard
You may also be blocked if the next pillar is not enabled for your cohort.
Reflection cards did not generate
Reflection cards may not generate if:
- the pillar was not fully submitted
- required answers are missing
- there was a temporary processing issue
- the page was closed too early
- the system needs more time
Try refreshing the page first.
If cards still do not appear, contact your Facilitator, Champion, or support contact.
I cannot accept a reflection card
If you cannot accept a reflection card, check whether:
- the card is still editable
- required fields are complete
- the card has already been accepted
- the card belongs to the correct pillar
- you have the correct role
- the page needs to be refreshed
If the card appears locked unexpectedly, contact your Facilitator or Champion.
I accepted a card too soon
If you accepted a card before you were ready, contact your Facilitator or Champion.
They may be able to help determine whether the card can be edited, reopened, regenerated, or handled during guide editing.
Do not assume the card can always be changed after acceptance.
My dashboard says I am incomplete, but I finished the work
This usually means one required step has not been completed.
Check:
- all enabled pillars
- reflection card acceptance
- guide generation
- guide review
- guide signing, if required
- dashboard refresh
- whether the cohort requires post-program setup
If everything appears complete but the dashboard still shows incomplete, contact support.
I cannot generate my guide
Guide generation usually requires all enabled pillars to be complete.
Check whether:
- all required pillars are complete
- all required reflection cards are accepted
- the cohort is active
- guide generation is enabled
- you are using the correct account
- the dashboard has refreshed
If a required step is incomplete, the guide button may stay hidden or disabled.
My guide is missing content
Your guide is usually built from accepted reflection cards and enabled pillars.
Content may be missing if:
- a pillar was not enabled
- a reflection card was not accepted
- a card was edited too briefly
- a section is not included in your cohort’s guide format
- guide generation happened before a card was ready
Review the related pillar and accepted cards.
I cannot edit my guide
Guide editing may be unavailable if:
- editing is not enabled
- the guide has already been signed
- the guide is locked
- your role does not allow editing
- the cohort is past that stage
Ask your Facilitator or Champion whether changes can still be made.
I cannot sign my guide
If signing is available but not working, check whether:
- required guide sections are complete
- unsaved edits need to be saved first
- you are using the correct account
- the guide has already been signed
- the page needs to be refreshed
Signing may be disabled until the guide is ready.
I cannot share my guide
Guide sharing may depend on the setup.
Check whether:
- sharing is enabled
- the guide has been generated
- the guide needs to be signed first
- the recipient has the correct email or account
- the invitation was sent correctly
- the recipient has access
If sharing still does not work, contact your Champion or support contact.
My Leader cannot see my progress
A Leader can usually see progress only for assigned participants.
Ask the Champion or Admin to confirm:
- the Leader has the Leader role
- the Leader is assigned to you
- you are in the same cohort
- the cohort is active
- your account is not duplicated
Leader visibility is usually assignment-based.
My Facilitator cannot see my reflections
A Facilitator may need to be assigned before they can see participant reflections or feedback tools.
Ask the Champion or Admin to confirm:
- a Facilitator is assigned
- the Facilitator is assigned to the correct participant or cohort
- facilitator feedback is enabled
- the participant is in the correct cohort
- the Facilitator is using the correct account
I cannot message my Facilitator
Facilitator messaging may not be enabled for every cohort.
Check whether:
- a Facilitator is assigned
- messaging is enabled
- you are in the correct cohort
- the cohort is active
- you are using the correct account
If messaging is not available, use the communication method your Champion provided.
I did not receive a notification
If you expected an email or notification, check:
- your spam or junk folder
- the email address used for your account
- whether the cohort has launched
- whether notifications are enabled
- whether your organization blocks certain emails
- whether you are using the correct account
Your Champion or Admin can confirm whether launch or reminder notifications were sent.
Progress looks different for different roles
Participants, Leaders, Facilitators, and Champions may see different dashboards.
This is expected.
Each role has a different purpose:
- Participants complete reflections and build guides.
- Leaders support assigned participant progress.
- Facilitators provide reflection support.
- Champions manage cohorts and assignments.
Different views do not always mean inconsistent data. They may reflect role-based access.
What to send when asking for help
When asking for help, include enough detail for someone to diagnose the issue.
Send:
- your name
- your email address
- the cohort name
- your role
- what you expected to happen
- what actually happened
- which page or step you were on
- whether you refreshed the page
- screenshots, if helpful
- whether the issue affects only you or multiple people
Do not send sensitive reflection content unless it is necessary.
Common questions
Why can’t I see all five pillars?
Your cohort may not have all five pillars enabled.
Why does my dashboard still show incomplete?
A required pillar, reflection card, guide step, or signing step may still be unfinished.
Why can my coworker see something I cannot?
You may have different roles, assignments, enabled pillars, or cohort access.
Can support fix my answers?
Support may be able to help with access and workflow issues, but your reflection content should remain yours.
Can a Champion change my role?
A Champion or Admin may be able to correct cohort assignments and role access.
Should I start over if something looks wrong?
No. Contact your Champion or Admin before starting over or using another account.
Best practices
- Use the correct account.
- Confirm cohort assignment before starting.
- Save your work as you go.
- Review and accept reflection cards carefully.
- Refresh your dashboard after completing a step.
- Ask for help before continuing in the wrong cohort.
- Include clear details when reporting issues.
- Protect private reflection content when requesting support.
Most Leadership Compass issues can be resolved by checking access, role assignment, cohort setup, enabled pillars, and unfinished workflow steps.
