Claiming Credit

A learner finished the content but can't claim their credit — the Submit button won't activate, no credits appear, or credit was "claimed" but no certificate exists. Work through the cause that matches what you're seeing.

The Submit button is inactive

The Submit button stays inactive (light green, unresponsive) until every quiz and evaluation listed on the learner's page is complete. If any required item is unfinished, submission is blocked.

Two things to check:

1. The incomplete items genuinely apply to the learner. Have them go back through the page and finish every quiz and evaluation that isn't marked complete. Once all are done, the button activates.

2. A quiz is being required of learners it shouldn't apply to. If a quiz's audience is set to Everyone when it should be targeted to a specific credit or registration type, the system requires it of all learners — including people who didn't attend that session. Their list then contains items they can't reasonably complete, and submission stays blocked. The fix is to edit the quiz and set "Who should be asked to take this quiz?" to the specific credits or registration types it belongs to. Incorrectly targeted quizzes then drop off the learner's list automatically. See the Quizzes reference for the targeting options.

The tell

When an admin says a learner "already completed everything" but the button is still inactive, quiz targeting is the likely cause.

Two groups, two exams, one credit

A specific version of the problem above, worth recognizing on sight. A course serves two audiences that sit different final exams — supervisors and staff, nurses and aides, pharmacists and technicians. One group finishes their own exam but can't submit, because the course says they still need to take the other group's exam, which sits under Incomplete Evaluations blocking everything. The other group hits the mirror image.

The cause is both exams being attached to the same credit. A credit requires every quiz and evaluation attached to it, so anyone claiming that credit has to complete both exams regardless of which group they belong to. It's a setup issue rather than a fault.

The fix is to split the credit:

1. Duplicate the shared credit so there's one version per group
2. Attach only the first group's exam to their credit, and set its registration types to that group's types
3. Attach only the second group's exam to their credit, and set its registration types accordingly

With each exam on its own credit, learners only ever see the exam that applies to them. Afterwards, re-check anyone who was already stuck — the incomplete flag normally clears on its own and their credits submit.

When one shared quiz is fine

Using a single quiz for both groups and filtering results by registration type works well — as long as the questions are genuinely identical. Two different exams need two credits.

No credits available at submission

If a learner reaches the credit step and sees nothing to submit — while other learners on the same course are fine — the cause is almost always their registration type.

Credits are assigned per registration type in the course's credit settings. A learner registered under a type with no credit assigned reaches the end of the course with nothing to claim. This commonly happens when a course has both a standard registration type and custom ones, and credits were only assigned to the custom types.

To diagnose:

1. Look up the learner's registration type in the Registrants list
2. Compare it against which registration types have credit assigned in the course's Credits settings
3. If their type isn't on the list, it's a configuration gap — not a bug

To fix, either:

• Change the learner's registration type to one that has the credit assigned (fastest for the affected learner), or
• Assign the credit to their registration type in the course's credit settings (better if more learners of that type will register)

To prevent it recurring, remove registration types that shouldn't be used from the course, so learners can only pick credit-eligible options.

Also audit payments

If your pricing rules are configured against specific registration types, a learner who registered under an unintended type may also have bypassed the intended pricing. Review the course's registration list if that's a possibility.

A learner's registration type is blank

If a participant's registration type shows blank — and fixing it by hand doesn't stick — the usual cause is a registration sync integration sending a type that doesn't exist on the course. LecturePanda has nothing to match the incoming value against, so the field lands blank, and every new sync re-creates the problem.

To fix: compare the registration types your integration sends against the types configured on the course, and either add the missing type to the course or change what the integration sends. If you build against the API, your integration can pull the valid types from the /api/v1/registration-types endpoint instead of hand-maintaining a list.

A blank type can also appear when a registration type that had historical registrants is deleted or renamed — avoid deleting types that participants are registered under.

"I claimed my credit" but nothing completed

Claiming a credit and completing the course are two different actions, and learners routinely conflate them.

A course runs through four steps, shown across the top and repeated as buttons along the bottom: Learning Materials → Claim Credits → Complete Evaluations → Submit. Step 2 records which credits the learner intends to claim. It does not finish the course and it does not generate a certificate — the evaluations still have to be completed and the claim submitted at step 4.

So a learner whose profile shows credits claimed, with no completion and no certificate, has usually stopped at step 2. Send them back in to work through the remaining steps; once everything required is complete and passed, the certificate generates on its own.

A learner ran out of quiz attempts

To give a learner another chance after they've used all their attempts:

1. Open the lecture and go to Quizzes
2. Edit the quiz
3. Increase the Attempts number (e.g., from 2 to 3)
4. Save

This clears the failed status for anyone who had exhausted their attempts. Note that it applies to all participants who were out of attempts, not just one learner — you can lower the limit back after the learner passes.

A passing result is final

Once a learner passes, their result stands and the quiz closes for them, even if attempts remain — their credit is locked in. So when someone says they're unable to retake, check whether they've already passed; usually they're done and just don't realize it.