**FAQ - VM University
For any other questions, send an email to university@visualmatrix.com. The VM University is currently only available in English.
Account Setup & Login
What email should I use to create my account?
VM University is not linked to your property but to you. Even if you leave the property, you might use Visual Matrix some time in the future... who knows? The best is to use a personal email and not an email link to your current work.
Can we utilize the hotel's generic email to create an account?
It's crucial for each employee to create their account using their personal email. This way, their account is associated with them rather than the hotel they work for, ensuring they can access it whenever necessary.
I just created my account but have yet to receive the confirmation email
Check your Spam folder and make sure you mark the sender as Secure for any further communication.
I received the confirmation email but do not see any link to confirm the account
This is likely due to a setting from your email account blocking pictures.
I need to confirm my account creation but my password seems to be wrong
If your password is already Invalid during the confirmation process, you cannot reset it - as your account is not officially active. We will need to delete your account for you to create a new one. Contact us at university@visualmatrix.com.
Access & Subscription
Is the university included in our subscription or is there a price to use it?
VM University is entirely complimentary. Simply create your account and enjoy unlimited access to all courses.
How can I stop receiving emails from VM University if I'm no longer using Visual Matrix?
If you've left the property and are no longer using Visual Matrix, simply email us at university@visualmatrix.com, and we'll deactivate your account. Don’t worry—you won’t lose any progress. If you return to working with Visual Matrix in the future, we can reactivate your account, allowing you to pick up where you left off.
Is VM University accessible from my mobile device?
Yes, you can access VM University via the "Trainer Central" application, which is available for both Apple and Android devices. Simply follow the instructions outlined in this article.
Course Enrollment & Learning
Will every employee need to complete every course in Visual Matrix?
No, each user can choose the courses most applicable to their role at the hotel. However, we encourage employees to explore as many courses as possible. Additionally, users will have access to bundle courses, which group together courses and lessons tailored to their specific position or relevant areas within the hotel.
What is the minimum passing grade required to complete assessment quizzes?
Each quiz, which typically consists of 5 to 10 questions, requires a minimum score of 80% to pass. Please note that not every course or chapter within a course includes a quiz.
I mistakenly enrolled in a course that I no longer need.
To cancel the enrollment in a course:
- Once logged in, at the top of the page next to your name, click on "Accesss my space".
- From the left side menu, click on "Transactions".
- Locate the course and click on the three dots at the end of the line in the "Action" column.
- Click on "Cancel Purchase".
- Enter a reason (optional) and click on "Cancel Subscription".
- The course is now cancelled.
I tried to enroll in a course again, but I got a message saying the ticket limit has been reached. What does this mean?
This message appears when a course has already been completed and re-enrolled too many times under the same account. The system limits how many times a course can be re-purchased to maintain accurate training records.
If you just want to review the course content, you don’t need to re-enroll—simply revisit the course through your Completed Courses section.
Each team member should have their own VM University account. Sharing one account across multiple users can lead to access issues and disrupt training history.
I want to go back and review a course I’ve completed. Is that possible without cancelling it?
Yes! You can revisit and review the course content at any time without re-enrolling.
Only when you formally re-enroll in the course will the system cancel the previous enrollment and start a new one. To preserve your original progress, avoid re-enrolling unless necessary.
Course Progress & Completion
How is course completion tracked and acknowledged by VM University?
To ensure your progress is properly recognized, VM University mandates selecting "Complete and Continue" for each lesson within every course. Additionally, upon successful completion of the course and, if applicable, passing the quiz, a certificate is issued.
I completed a course, but now it shows as "Cancelled." What happened?
If you attempt to re-enroll in a course you’ve already completed, the system will cancel your original completion record to create a new enrollment. This happens after you confirm a pop-up during the re-enrollment process.
To review a completed course without affecting your history, simply access the course content without re-enrolling.
Why does a learner show as “Pending” in a Group even though they completed the course?
In the VM University, the “Pending” status shown in the Groups section does not reflect course completion. Instead, it indicates that the learner has not yet confirmed their VM University account.
When users are invited to the VM University, they typically receive two separate emails:
- An invitation to join the VM University account
- An invitation to enroll in a course
In some cases, learners may access the course directly from the course enrollment email and complete the training without first accepting the VM University invitation email. When this happens, the course may show as completed, but the user’s Group status will remain “Pending” because the account itself has not been confirmed.
How can the learner fix this?
The learner must confirm their VM University account using the link provided in the original University invitation email.
If they attempt to log in again without confirming their account, the system will automatically prompt them to complete the account confirmation process.
Once the account is confirmed, the learner will be able to log in normally, and their status in the Group will update.
Where can I verify course completion?
The Groups section only shows the learner’s account confirmation status.
To view accurate course progress or completion information, moderators should review the Course Report section of the VM University.
Administration & User Management
Will I be able to have a master account to manage my users' enrollment and progress?
Although each user has the freedom to create their own account, enroll in courses, and complete any course they desire, VM University also provides the option to establish a group with one or multiple moderators. This group, exclusively created by Visual Matrix, can encompass all individuals from your property, with moderators empowered to invite learners and track their progress. It's important to note that only Visual Matrix has the authority to add existing learners (those who already possess a VMU account) to your group, and you won't have the capability to enroll someone in a course.
Can our team use one account to complete training for multiple employees?
No, each employee should have their own VM University account. The platform is designed to track individual progress, and reusing a single account for multiple learners may result in lost data, cancelled courses, and a limited learning experience. If you need help setting up additional accounts, we’re happy to assist.
I’m not sure if my property already has an administrator account on Visual Matrix University. How can I find out?
If you’re unsure whether your property has an existing administrator account, please reach out to our Knowledge Management team at university@visualmatrix.com. They can confirm and guide you on the next steps.
We had someone at our property set up administrator access in Visual Matrix University, but that person is no longer with us. How can we regain access?
Contact our Knowledge Management team at university@visualmatrix.com. They will help verify your property’s information and assign a new administrator.
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