Retake Certification Button not Appearing

Hello ​@Ella Seaton 

My name is Samet, and I’m part of Docebo’s Premium Support team.

Thank you for reporting this. This appears to be related to a known Docebo defect, which affects the availability of the certification renewal/retake action for some users.

This is a known issue, and a fix is planned for release on September 30th as part of the maintenance release cycle, subject to final release validation. If you are affected, please contact your usual support channel and provide the affected tenant and usernames. If you already have an open ticket, please reference it when following up so the case can be reviewed and associated with this issue.

Thank you!

Hi Samet,

Thank you for your reply.

We contract the Docebo LMS through MHR, so I raised a ticket with them about this. They said the issue could be due to changes being made to re-certifications, such as changing renewal dates or adding/removing courses. Which i didn't think was the case as if we make a change to a renewal date the users records are always over written with a CSV upload to correct the renewal date.

To try and correct this, I completed a CSV upload to overwrite the existing certification records. I initially thought this had fixed the issue, but I’ve noticed another example this morning where the re-cert option isn’t appearing for one person, even though it is showing for other people on the same re-certification.

Do you think this could still be linked to the changes made to the re-certs? I’m not sure it is, especially as it’s only affecting certain users, or does it sound more like a system error as you mentioned?

Thank you

Hi ​@Ella Seaton 

Thank you for the additional detail. Based on the symptoms described, I would not assume that the CSV upload or previous changes to the re-certification settings are the cause. The fact that the option is available for some users but not others is consistent with the known issue, although we cannot confirm the exact cause of an individual user’s case from the community post alone.

I recommend waiting for the planned fix to be released on September 30th as part of the maintenance release cycle, subject to final release validation, and then checking the affected user again. The fix is intended to address this behavior, but not every case necessarily has the same underlying condition, so any remaining examples may require individual review. If the option is still missing after the release, please follow up through your usual support channel with the tenant, username, certification name, and existing ticket reference so the case can be investigated.

Thank you!

That’s really helpful thank you!