Troubleshooting course completion certificates

Written By Helen Volkova

Last updated About 8 hours ago

Why can’t I download my certificate?

If you’re unable to download your certificate, it’s usually caused by one of the following:

1. The course is not fully completed

Certificates are issued only after you complete all required lessons and assessments.

Make sure:

  • All modules are marked as completed

  • All required quizzes are passed

  • The course shows a “completed” status

If even one required lesson is unfinished, the certificate will not be generated.

2. Your subscription plan does not include certificates

Course completion certificates are available to:

  • Pro users

  • Paid Team users

Starter users and Team trial users cannot complete full courses and therefore cannot receive certificates.

To check your plan:

  1. Go to your account settings

  2. Open the Subscription tab

  3. Confirm your active plan

👉 View plan details:
https://uxcel.com/pricing

3. Temporary browser or system issue

If the course is completed and your plan is eligible:

  • Refresh the page

  • Log out and log back in

  • Try another browser

  • Clear your browser cache

If the issue persists, contact support and include:

  • The course name

  • A screenshot of the completion status

I completed the course but didn’t receive a certificate

If your course shows as completed but no certificate appears:

  1. Double-check that all required lessons are marked complete

  2. Confirm your subscription plan includes certificates

  3. Refresh your profile page

Certificates are generated automatically. There is no manual review process.

If everything looks correct but the certificate is still missing, contact support at support@uxcel.com for assistance.

My certificate is missing from my profile

If you previously saw your certificate but it no longer appears:

  • Make sure you are logged into the correct account

  • Confirm you are checking your profile page

  • Scroll down to the Course Certificates section

Previously issued certificates are not deleted if you cancel your subscription.

If your certificate is still missing, contact support at support@uxcel.com and provide:

  • Your account email

  • The course name

  • Approximate completion date

The PDF won’t open

Certificates are issued in PDF format.

If the file won’t open:

  • Ensure you have a PDF reader installed

  • Try opening the file in another browser

  • Re-download the certificate

  • Try opening it on another device

If the PDF appears corrupted or incomplete, contact support with a screenshot.

The verification link doesn’t work

Some certificates may include a credential ID or verification link.

If the link is not working:

  • Make sure the entire URL is copied correctly

  • Try opening it in an incognito/private window

  • Refresh the page

If the problem continues, contact support and include your certificate ID.