If a learner has completed a course but it isn't appearing as complete in your compliance report, this is usually caused by a reporting column issue, a course version mismatch, or a sync delay.
Reports take time to reflect course completions. Before investigating further, check whether enough time has passed.
If it has been more than four hours and the completion still isn't showing, review the troubleshooting steps below to help identify the issue.
⚠️ Important: Only managers, assistant managers, and administrators can access or request access to the Admin tool. If you don't have permission, contact your Head Office.
Check the course is in the correct reporting column
If the course isn't included in the relevant reporting column, completions won't appear in the report.
To verify is the course is in the correct reporting column follow the steps:
Log in to the Admin tool.
Click Config, then click Reporting Columns.
Select the reporting column for the course.
Check the Include area, the course must appear here.
If the course isn't listed, click the plus icon, search for the course then click Add.
Click Save.
📌 Note: Each course should have its own reporting column. Do not add multiple different courses into the same column, as this can cause inaccurate results.
Check the reporting column result type
The result type controls what data the reporting column displays. An incorrect result type can prevent completion status from appearing as expected.
To check the result type follow the steps:
Log in to the Admin tool, then click Config.
Click Reporting Columns.
Select the reporting column for the course.
Check the Result Type selected for the column.
The available result types are:
Analytical status: Shows whether the course was completed or the percentage complete, including the completion date.
Current Status: Shows the current status as Complete, Part complete, Not started, or Fail.
Complete date: Shows only the date of completion.
Report Status: Shows whether a user is within a refresher or renewal period, based on the course renewal configuration.
🤓 Tip: To track whether a user has completed a course, use Analytical status or Current Status as your result type.
Check for a course version mismatch
If a course has been updated, there may be multiple versions in the system. If the learner completed an older version and the reporting column only includes a newer version, their completion won't appear in the report.
To check for a course version mismatch, follow the steps:
Log in to the Admin tool, then click Config.
Click Reporting Columns.
Select the reporting column for the course.
In the Include area, check whether multiple versions of the course are listed, these appear as courses with the same name but different ID numbers.
If there are missing versions, click the plus icon, then add the missing versions.
Click Add, then click Click Save.
📌 Note: The higher the course ID number, the more recent the version. You can add all versions of the same course into one reporting column, this ensures completions display correctly for all users, regardless of which version they were assigned.
Check the user group is assigned correctly
The user group in the reporting column and the user group in the report must match. If they differ, some users' completions may not appear.
To check if the user group is assigned correctly, follow the steps:
📌 Note: If you need all job roles included in the report, add all user groups to both the reporting column and the report.
Log in to the Admin tool, then click Config.
Click Reporting Columns.
Select the reporting column and note the user group selected in the user groups area.
Make sure the same user group appears in both the reporting column and the report.
Click Save.