Have you ever had a user complete a vital course only to find their certificate isn't showing up? This article explains a potential reason on why the certificate may not be visible in their profile.
The Scenario
A member completes a course that is supposed to award a certificate. However, after they complete it, the certificate is not visible on their profile or in the course completion record.
Upon further review, you may discover a key detail: the user completed the course before the "Award a certificate" option was officially enabled in the course settings. For example, a user might complete the course September 2025, but the option to award a certificate was not enabled until October 2025.
Since the system records the user's completion first, it cannot retroactively award the certificate later, even after the setting is turned on.
Recommended Guidance
If a certificate is missing because the user completed the course before the certificate setting was enabled, you must manually award the certificate to the user for that past completion.
Step 1: Oblige the User to Retake
You will first need to manually reassign the course to the user from the reporting dashboard.
Step 2: Manually Mark Complete and Award Certificate
The most direct solution is to use the administrative tool for manual completions:
- Mark the employee complete on the specific course.
- During this manual process, you will be able to set the original completion date and ensure the certificate is awarded, resolving the visibility issue.
This process ensures the user receives the necessary proof of completion without requiring them to repeat the entire course.