FAQ - Frequently Asked Questions | General Support box queries

This section is a very general FAQ section which answers basic queries our support team get asked frequently

Passwords | Can I reset a contacts password for them

Answer - you can’t set a contacts password, but you can instruct your contacts to issue one themselves.

Follow this user guide here

Contact email | Can I edit a contacts email if they have been invited to login

Answer - Yes, you can edit the email on a contact + save. The contact will now login with the updated email and same password.

Login Email | Can a contact (not admin) change their own email

Answer - No, only admin can edit the email for a contact

Bookings | Can a booked contact (not admin) cancel their booking

Answer - No, only admin can cancel a booking

Automated emails | Do automated emails get sent to the recipient if I have not invited them to login?

Answer - Yes, emails will send to contacts, even if they never logged in to their portal

Contacts | Can there be multiple org reps in one organisation

Answer - Yes, you can add unlimited org reps to one organisation. An org rep creates his own bookings against the organisation, so org reps in the same organisation, can’t see each others bookings

Contacts | Can an org rep be linked to multiple organisations?

Answer - No, an org rep can be linked to 1 organisation, but we can discuss a potential solution to this with Super Booker add on feature.

Waitlist | Can admin add a contact to the wait list

Answer - This can’t be done via backoffice, but an admin can open the website and add a contact here

Online Content - attendee unable to start content - why?

Answer - common mistake, the schedules' online content, access length has not been set, follow the user guide here to set. (This will update all existing bookings)

OR

The access length has passed i.e. the access has closed. You must re-book the student to gain access again.

Duplicate Contacts - Can I delete or merge these contacts together

Answer - yes! duplicate contacts due to different emails is very common eg contacts signs up twice - once with work email and then with personal email.

Open a support ticket and we will merge these contacts for you (we don’t delete as there is precious data stored on each contact) - Please just confirm which email to keep.

Find contacts with the same name but different email in the ‘Duplicate Contacts’ report.

Automated emails - editing the contact. Can admin do this?

Answer - yes! Follow the user guide here to make edits to the configured automated emails.

Note: If you require additional automated emails, please open a support ticket with your request.*

*Additional automated emails may require a budget to complete. This is dependent on the automation to be configured

Trainers - Trainer was added, but I can't see them in schedules

Answer - yes! Follow the user guide here to make edits to the configured automated emails.

Note: If you require additional automated emails, please open a support ticket with your request.*

*Additional automated emails may require a budget to complete. This is dependent on the automation to be configured

A user logged in but can’t see their booking. Why?

Typical cause:

The person has two accounts (e.g., one with their work email, one with their personal email).
Their booking may be under the other account.

Action:

Search for the person’s name in Contacts.
If two accounts exist:
- Contact CourseCo support.
- Specify which account to keep.
- All bookings will be merged into the kept account.
- The chosen email address will remain as the primary login.

Dynamics Integration common queries - Why did the information not sync to Navision

Step 1: Run the Navision Bookings Sync Queue report.

Search for the booking ID.

The report will show if it is pending and the reason it has not synced.

Most common reasons:

Missing Event ID → The schedule has not been linked to a Navision Event.

Missing Company ID → The organisation on the booking has no Company ID from Dataverse.

Navision connection issue → There is a temporary disconnection between CourseCo and Navision.

Action:

Correct the missing data (Event ID or Company ID).

If the issue is a connection problem, retry once the connection is restored