FAQ - Active learners

FAQ - Active learners

1. What is an active learner?

An active learner is someone who logs in or engages with your content during a given billing month. Engagement includes watching a lesson, submitting an assignment, or accessing any course content.

2. What actions count as “engagement”?

Engagement includes:Logging into the learner portalWatching videos or accessing lessonsSubmitting quizzes or assignmentsDownloading course resourcesBasically, any interaction with your learning content during the billing month.

3. What happens if someone is enrolled but doesn’t log in?

They do not count as an active learner for that month. Only users who engage or log in during that billing cycle are counted.

4. Do I get charged for people who only sign up but don’t start anything?

No. You can store unlimited contacts, including leads and inactive users. Learners who don’t engage won’t count toward your active learner limit.

5. What’s the active learner limit for my plan?

Each TrainerCentral plan includes a monthly cap on active learners:Free Plan – 10 active learners/monthStarter Plan – 1,000 active learners/monthProfessional Plan – 3,000 active learners/month

6. How often does the active learner count reset?

Active learner counts reset every billing month. Your quota starts fresh at the beginning of each billing cycle.

7. Can I manually deactivate or pause a learner to free up space?

Currently, active learner status is based on behavior (logins/engagement) during the billing month. You can’t manually deactivate someone mid-month, but inactive learners won’t carry over to the next cycle.

8. What happens when I reach my active learner limit?

We understand that customer activity can vary over time. If the number of Active Customers on your plan exceeds the allowed limit, we’ll get in touch to discuss possible upgrade options. Rest assured, your site won’t be blocked from accepting new customers without a prior conversation.

9. Are learners automatically removed or blocked when the limit is reached?

No, learners won’t be removed or blocked automatically. We’ll get in touch with you to discuss options before taking any action.

10. Will I be charged extra if I go over the limit?

No surprise charges. You’ll be prompted to upgrade your plan if you need a higher active learner limit—you won’t be auto-billed for overages.

11. Do I need to upgrade my plan if I exceed the active learner cap?

If you consistently exceed your limit and need more learners to access content, upgrading is recommended to keep your training running smoothly.

12. Can I purchase additional active learner slots without upgrading the full plan?

Currently, increasing your active learner cap requires a plan upgrade. À la carte slot purchases are not available at the moment.

13. Can I still email or message inactive learners?

Yes! Inactive learners remain in your contact list and can be emailed, marketed to, or included in automations without affecting your active learner count.

    • Related Articles

    • Add Learners to Your Group

      In TrainerCentral, once you create a group, you can add learners to it. The learners can be from your organization or external individuals. Let's look at the steps to add learners. Click the Add Learners button. The Add learners window will be ...

    • FAQ - Manage learners

      How can I invite a learner to an academy? 1. Navigate to the Users pane from the left menu and click on Add learners. 2. Enter their name and email address to invite the learner to you academy How can I invite a learner to a course? When you invite a ...

    • Manage Learners

        This help article will show you how you can add, manage, and track learners in your school all from a single console. Add a learner TrainerCentral gives you two ways in which you can invite a learner to join your academy.  1. You can create an ...

    • FAQ - TrainerCentral Pricing

      What happens to my published courses if I downgrade from Starter plan to a Free plan? TrainerCentral allows you to host 3 courses in the free plan. As soon as you downgrade, all your published courses will be taken offline and you will be asked to ...

    • Track active subscriptions

      As a learner, you can view and track all your active course subscriptions associated with your account in TrainerCentral. You can see the list of courses you've subscribed to, amount paid, date of enrollment etc.  To view active subscriptions:  1. ...