Troubleshooting

Expired Credential Offer

From the moment of the creation of a new Credential the link for the Credential Subject to download the Credential have a lifespan of 72 hours. If the Credential Subject didn't download the Credential in that time or fails to do it there is an option to send a fresh e-mail notification to the Credential Subject with the instruction and a new functional link to start the process. To do so click on the status of the Credential to access its details.

 

In the details view click the "Send Reminder" button.

The Credential Subject will receive the new email notification to start de process again.

Failed signature

Occasionally, a credential might not be signed correctly upon issuance due to the signing service being temporarily unavailable. In such cases, the credential will have a status of "PEND_SIGNATURE", an email notification will be sent to the person responsible for the issuance (or the signing attempt in case of retrying). See the credential management guide to learn how to solve this issue.

Ticketing support system

For any other issues you can contact the technical support team by creating a ticket on ticketing system