Learners experiencing issues with training course

We provide support to learners here and ask learners to reach out to their Service Desk. 

Please see the information below on the following training issues from learners and how you can support their queries. 

• I didn't receive the training email and need to be scheduled for the training course. 
• I didn't download or receive the training completion certificate.
• I'd like to add or remove a colleague from the scheduled training.
• My training link has expired.
• I have received an error message and am unable to complete the training. 

I didn't receive the training email and need to be scheduled for the training course. 

Check within your Active Directory to ensure the individual is added to the group that has been synchronised to Phriendly Phishing. To check the group that has been synchronised to our platform. Go to the settings cog, User Synchronisation > Learner Synchronisation and drop down the information on your synchronisation. 

If both are valid, you can search for the learner in your account by going to the Learner Tab and searching for the name of the individual. If they are listed, then they are a learner in your account. To schedule the learner, go to the Learning Path timeline and select the New button to schedule the training course. Use the Schedule Training Courses from Learning Path to schedule the learner.

I didn't download or receive the training completion certificate.

When a learner completes a Phriendly Phishing training course, upon successful completion (passing score of 80%+) they can download their certification. They will need to complete the learner survey then they can download the certificate or email the Certificate. Or they can close the survey without completing to download or email their certificate. 

As an Admin, you can go to your Training Results, and search the individual's email address in the search bar. The results will populate for the individual for the training courses they complete. Use the download button to download the certificate for the requested training course. 

I'd like to add or remove a colleague from the scheduled training.

Check your Active Directory to see if the individual is in your Active Directory group that is synchronised to Phriendly Phishing platform. Go to your User Synchronisation and trigger the sync manually to ensure your AD is consistent with Phriendly Phishing. Then go to your Learning Path timeline to schedule the individual into Training. 

Set up User Synchronisation  then Schedule Training Courses from Learning Path

My training link has expired. Or I have received an error message and am unable to complete the training. 

Please see this help page for error messages learner may encounter. Why have I received an invalid link or error page?

Please schedule the individual for the requested training course if link has expired Schedule Training Courses from Learning Path. Please ensure you Extend Training Links by default in your account. 
 Note: Enable this feature before the training is scheduled