Your Guide to Accessing the Apprenticeship Service
Trying to navigate the Apprenticeship Service and finding yourself unable to log in can be frustrating. Don't worry, you're not alone, and there are clear steps you can take to regain access. This guide will walk you through the common scenarios and how to resolve them.
Understanding Access to Your Apprenticeship Service Account
It's important to remember that access to the Apprenticeship Service is granted to individual users with their own unique login details.
Scenario 1: You are an Existing Apprenticeship Service User and Can't Log In
If you've successfully logged into the Apprenticeship Service before using your own credentials, ensure you are using the correct login details. If you've forgotten your password, there should be a password recovery option available on the login page. If you continue to experience issues, the Apprenticeship Service helpdesk is your next point of contact.
Scenario 2: You Don't Have Your Own Login to the Existing Apprenticeship Service Account
If you need access but don't have your own login, here's what to do:
Identify the Account Owner: If you know who the main account holder is within your organisation, reach out to them directly.
Request Action or User Addition: Ask the account holder to either:
Action the request for you: They may be able to perform the necessary task within the service on your behalf.
Add you as a user: In the "Your Team" section of their account, they can grant you your own login credentials.
Account Owner Unknown or Has Left? If the previous account owner has left the business, you'll need to contact the Apprenticeship Service helpdesk. Be prepared to provide the following information:
Your company's PAYE (Pay As You Earn) reference number.
The details of the previous account owner
If you don't know who the previous account owner is, you will need to find out internally, or will have to provide potential names to the Apprenticeship Service helpdesk. It is OK to tell them you are unsure and to provide several names.
You can find the 'Contact Us' guidance for the Government Apprenticeship Service Help Team for their phone number and other contact methods.
Scenario 3: You Tried to Create an Account and Received an Error
If you attempted to create a new account and received an error message such as ‘these details are already in use’, it means your company's PAYE reference has already been registered on the platform. In this case, a new account cannot be created. Follow these steps to resolve this:
Identify an Existing User: You need to find someone within your organisation who already has access to the Apprenticeship Service account.
If the Existing User is Still with the Business: Ask them to grant you access through the "Your Team" section of their account. This is the quickest and easiest way to get you up and running.
If the Existing User Has Left the Business: You will need to call the Apprenticeship Service helpdesk directly on 08000 150600. When you call, be ready to provide:
Your company's PAYE reference number.
The name of the previous account user.
Important: Please note that without the name of the previous user, the helpdesk may not be able to grant you access to the account.