An attendee didn't get their certificate
Certificates issue and send automatically. A missing one almost always traces back to one of three causes.
Check for a missed attendance code
This is the most common cause. Every attendance code must be correct for a certificate to issue. Look up the attendee to see their attendance record. See Look up an attendee. If they missed a code, point them to the make-up path. See An attendee missed an attendance code.
Check for an incomplete profile
A certificate needs the attendee’s full name and BACB number on file. If either is missing from their OpenCEU profile, the certificate cannot be generated even though they passed attendance. Ask them to complete their profile, then contact support to have the certificate re-checked.
This is the quiet failure mode
Check for a mismatched email
Certificates and registration records are matched by email. If an attendee registered with one email and later signed in or asks about it with a different one, look up both addresses. See Look up an attendee.
Ask them to check spam
Certificates are emailed automatically when they issue. Ask the attendee to check their spam or promotions folder before assuming it never sent.
Find it on their behalf
Every issued certificate is also stored and can be looked up by you directly, even if the attendee never sees the email. See Find issued certificates.
Still stuck? Contact support and we'll help.