Frequently Asked Questions
Short answers. If something is actually broken, see Troubleshooting.
Accounts and signing in
How do I get an account? You do not create one yourself. An administrator or your group leader creates it, and the portal emails you a welcome message with a link to set your password.
Where do I sign in? At the sign-in page. The screen is titled EHS Training Portal.
I forgot my password. Use the password reset link on the sign-in screen. Password reset emails keep working even when other portal notifications have been switched off.
Can I change my own name or email address? No. Your details are managed for you. Ask your group leader or an administrator, or raise it through Support and Feedback.
Courses
Why can I not see a course I have been told to take? Courses have to be made available to you before they appear. Ask your group leader or an administrator to check your enrollment.
Do I have to finish a course in one sitting? No. Your position is saved as you go. The exception is a quiz, which is best done in one go, because leaving part way through does not reliably keep your answers.
Can I enroll myself in a course? No. Enrollment is handled for you.
Certificates
Where are my certificates? Under My Certificates. Each completed course has a Download button.
A course says completed but there is no certificate. Not every course issues one. If you believe it should have, raise it through Support and Feedback.
Can I delete a certificate or a course from my history? No. Training history is a compliance record, so it is deliberately not something you can edit.
Expiry, renewals and reminders
Why does my training expire? Most safety training is only valid for a set period. When it lapses, it stops counting toward your compliance and you need to take it again.
How do I know when something is about to expire? Three ways. Your Compliance Status tile changes, Upcoming Deadlines on your dashboard lists what is coming, and the portal emails you about seven days before the due date.
My training shows Not set instead of a date. That means no expiry date has been recorded for it. Mention it to your group leader so the record can be corrected.
Why do I keep getting overdue emails? Overdue notices repeat on an escalating schedule until the training is completed. Completing it stops them. Ignoring them does not.
Can I turn off the emails? You can opt out of non-critical notifications. Compliance notices cannot be switched off for individual people, because the organisation has to be able to show it told you.
Group leaders
Why can I not see the full course list? That is deliberate. The portal tells you directly that as a group leader you can add students and manage training, but course listings are restricted.
Why can I not see the renewals list? Also deliberate. The organisation-wide renewals list is administrator only. You can see renewal information for your own students on their detail screens.
Why can I not see a particular student? You only see students in your groups. If somebody should be in your group and is not, ask an administrator to check their group assignment. A student with No groups assigned will not appear in group filtered views.
Can I edit another group's data? No. You can only edit data for your assigned group.
Where do I update safety officer names, phone numbers, or evacuation locations? Open Edit Group Data at /training/admin/groups-data/edit/. Update Personnel Information (staff names and titles) and Evacuation Information (locations, landmarks, map), then select Save Group Data. See Common Tasks: Update group staff names and locations.
Why do course materials show our site contacts? Training content can pull staff names and locations from your group's saved data. Keeping Edit Group Data current keeps those materials accurate.
What is the Reports page? That is the organization reports screen for group and team structure and detailed group reporting. Sign in to use it. It is separate from Reports & Analytics, which is the training portal's completion and export tools.
Administrators
What is the difference between Critical and Due Soon? Critical is who is out of compliance now. Due Soon is who will be if nothing changes.
Somebody says they never got an email. What do I check first? Email Logs. It tells you whether the portal sent the message. If it did, the problem is delivery rather than the portal, and resending the same message usually will not help.
What does the master notification switch actually stop? All automated email except password resets. That includes due soon and overdue notices, so students stop being told their training has lapsed. It is intended for short maintenance windows.
Can I undo a bulk send? No. Send a test to yourself first, every time.
I entered the wrong date on a historical completion. Correct it as soon as you notice. The completion date drives the next renewal date, so a wrong one can make a lapsed student appear compliant for a full extra cycle.