Hi @lsu ,
This is a classic Docebo conflict. What you're experiencing isn't actually a bug, it’s the system doing exactly what it was programmed to do, which unfortunately is colliding with your internal administrative process.
The issue stems from mixing a self-serve feature (the "Renew" button) with a centralized admin process (pre-booking). In your Certification settings, you likely have the box checked for "Allow users to retake the same course or learning plan to renew their certification." As Docebo's documentation outlines, checking this box means that clicking the Renew button triggers a complete reset of the user's tracking. It archives their current enrollment state to give them a blank slate. Because your admin team has already enrolled them into an upcoming session for that same course, the system interprets the button click as a command to wipe that active session booking too.
In organizations I've worked with that rely heavily on central admin teams for ILT bookings, the pattern that holds up best is to change the renewal architecture to avoid that setting entirely:
The Solution: The "Rolling Course" Method
Instead of recycling the exact same ILT course shell every year, create a new course for the new cycle (e.g., "Compliance Training 2026").
-
Go to the Certification and uncheck the "Allow users to retake the same course..." option.
-
Assign your new 2026 ILT course to the Certification.
-
Have your admin team enroll the users directly into the 2026 sessions.
Because the "retake" box is unchecked, the destructive reset behavior is disabled. Since completing any course tied to a certification will trigger a renewal, the user simply attends the session your admin booked, and the platform automatically renews their certification upon completion.
The Workaround: Custom CSS
If your catalog strategy absolutely forces you to reuse the exact same course shell year after year, your only option to protect the admin bookings is to globally hide the "Renew" button using Custom Styles (CSS) in your Theme settings. However, I usually advise against this unless absolutely necessary, as it will break self-serve renewals for all other certifications on your platform (like e-learning compliance where you actually want users to click the button).
You can review the exact mechanics of the reset setting here: Managing the Certifications and retraining app – Docebo Help Center (Look under the "Certification expiration and renewal options" section).
Hope this helps untangle things for your admin team!
