Troubleshooting: Certificate Not Available After Course Completion
Resolve issues where a learner cannot find or download their completion certificate.
If a learner has completed a course but their certificate is not available, use the following checks to identify and resolve the issue.
Check 1: Confirm the completion certificate is enabled on the course
Certificates are only generated if the Enable Completion Certificate toggle is on in the course settings. Certificates are not enabled by default on every course.
- Open the course, and click Update Course.
- Confirm the Enable Completion Certificate toggle is turned on.
- If it was off, enable it and save.
Check 2: Confirm the learner has a completion (not just progress)
Certificates are only issued when a course is fully completed, not when it is in progress. Confirm the learner has a “Completed” status on the course, not just partial progress.
Check 3: Direct the learner to Training History
Certificates can be downloaded from the learner’s Training History page, not just from the course page itself. Ask the learner to:
- Navigate to My Training > Training History.
- Find the completed course and click the certificate icon or Download Certificate link.
See How to Download a Course Completion Certificate for the end-user steps.
Still not resolved?
Contact Acorn Support with the learner’s username, the course name, and the completion date.