Subscription licenses can only be activated by the email address that the license has been assigned to. The learner should ensure that the email they have been sent the license activation link matches the email address on their edX account.
If they have not yet created an edX account, they will need to register here with the email address that was assigned the license. If they have an edX account with a different email, they may also choose to edit their edX account email to match the email their licenses was assigned by following the instructions linked below:
https://support.edx.org/hc/en-us/articles/360001393294-How-do-I-change-my-email-address-
Once the email on their edX account matches the email the learner was assigned a license, they may click the activation link while signed into edX.org to activate their license.
Once activated, the learner will be prompted to provide data sharing consent if applicable. From there, the learner will be in the Learner Portal and can select "Find A Course" to begin using their subscription to enroll in courses. The learner will know they are in the correct place if the URL starts with enterprise.edx.org, and they see a banner with your organization name across the top (otherwise, they will be enrolling in courses through their personal edX account).
If the learner continues to experience difficulty activating their license, please open a request below by clicking "Submit a Request", including a full page screen shot of their difficulty and including the URL link, and we would be happy to troubleshoot. You may also direct the learner to our Learner Support team where they may submit a help ticket at https://courses.edx.org/support/contact_us