An attendee didn't get their certificate
Attendees claim their own certificate on the course page. A missing one almost always traces back to one of a few causes.
Check whether they cleared the pass bar
This is a common cause. By default an attendee needs at least 75% of the codes fired live during the event, rounded up, to clear the pass bar. For an event with 4 codes, that's 3. Look up the attendee to see their attendance record. See Look up an attendee. If they fell short of the pass bar, point them to the make-up path. See An attendee missed an attendance code.
Check whether they actually claimed it
Passing attendance does not issue a certificate by itself. The attendee has to sign in and claim it on the course page. Ask whether they signed in with the same account they attended with, on the course page, and used the claim form there. See How attendees get their certificates for the full walkthrough.
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
Once a certificate is claimed, OpenCEU emails a copy right away. 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.
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