Common Problems

I cannot log in

Check:

• that you are using the correct email address
• your spam or junk folder for the passwordless login email
• whether your account email was changed recently

If the login email still does not arrive, contact SOLAS support.

My CPD is not showing

Check:

• that you are a current eligible member
• that the CPD record was actually submitted
• that any approval step has completed
• that you are looking at the correct cycle

My certificate is missing

Certificates only become available once the cycle requirements have been met.

Check:

• whether your approved totals are complete
• whether the cycle is actually finished from your CPD point of view
• whether you are opening My Certificates

My lesson video is missing

Check:

• that you are opening the actual lesson page
• that you still have access to the course or lesson
• that the page is fully loaded

If the lesson page still shows no video, contact SOLAS support with the lesson title.

The quiz is not available yet

Some lessons require the video to be watched before LearnDash unlocks the quiz or completion controls.

Check:

• that you are on the actual lesson page
• whether the lesson screen says the video is still required
• whether the video has been watched far enough for LearnDash to mark it complete

If SOLAS has already recorded your live Teams attendance for the linked lesson, the quiz may not be required for that CPD record.

An older CPD course is showing as unstructured

This is expected for older SOLAS CPD learning.

Current-cycle and grace-period CPD learning can count toward the structured SOLAS-delivered requirement. Older-cycle learning remains available, but new completions are recorded as unstructured SOLAS-delivered CPD and do not reduce the current 2-hour SOLAS-delivered structured minimum.

I completed a purchase but access has not changed

Check:

• your confirmation email
• whether payment actually completed
• whether the process also needs an admin review step
• whether the related order, invoice, or subscription record looks correct in your account

Some journeys do not finish immediately just because the product was selected or the form was started.

My attendee form did not fill in properly

Check:

• that you opened the attendee link from the correct ticket email
• whether the linked ticket belongs to the same account you are currently using
• whether the original order actually captured the missing details

If a ticketed event needs attendee details, use the ticket follow-up link first and then save any missing details before printing or relying on the final ticket.

My renewal wording looks confusing

Some SOLAS membership and education products use fixed-term renewal rules.

That means a checkout may still show a yearly recurring total, while SOLAS later aligns the real renewal date to the correct membership cycle or education term.

If you are unsure what term a renewal belongs to, review your membership or subscription page in your account before contacting SOLAS.

I submitted something but cannot see the result yet

This can happen when:

• the submission still needs review
• approval has not happened yet
• the related order is still incomplete
• the change applies to a different cycle, lesson, event, or workflow than expected

Best next step

If something looks wrong, keep a note of:

• the page you used
• the date
• the product, lesson, event, or form involved
• any order or ticket number shown in your account

That will help SOLAS support investigate the issue quickly.