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The things we're asked most, and what to do.
Signing in
A student's sign-in link isn't arriving
Students sign in with a link we email them, not a password. Check the spam folder and that they typed the email they enrolled with. The link works once and expires after an hour, so ask them to request a fresh one from the sign-in page.
I keep getting logged out, or see a red error page
Your sign-in times out after a while for security. Log back in and try again: nothing you saved is lost. If you have RTO Grow open in more than one tab, close the extras, as two tabs can log each other out.
I work for more than one RTO and I'm in the wrong one
Use the workspace switcher at the top of the screen to change RTO. If the one you need isn't listed, ask its owner to invite you from Settings → Team.
Students and certificates
A certificate won't issue
The most common reason is that the student's USI isn't verified yet. The next most common is that the course has no certificate set up. The message on the enrolment says which, in plain English. Fix that and issue again.
A USI won't verify
The name and date of birth in RTO Grow must match the student's USI account exactly. Check spelling, middle names and the date, then save again.
A student can't see their course
Check their enrolment is Enrolled (not still an application) and that they're signing in with the same email they enrolled with.
Marking
I marked something wrong
Within three minutes, press the undo arrow on the marked row. After that, open the attempt, change the result and give a reason. Both the old and new marks stay on the audit trail.
A practical says “Waiting on student” and I can't mark it
One item in the pack is probably set up as a written answer instead of an observation. You can assess it now with “Override: I have the evidence”, and ask your admin to change that item to an observation so it's markable next time.
AVETMISS reporting
My NAT files won't validate
Work through the pre-flight check first: each line shows how many students are missing a date of birth, address, USI and so on, with a Fix link. Errors block the export; warnings only need ticking. Validation messages name the file and enrolment at fault.