Frequently asked questions
Questions are grouped by audience. Jump to the section that fits your role.
For learners (employees)
I can't see any trainings. What should I do?
Your trainings are assigned to you through campaigns. If you have no assignments, it means no campaigns have been created that include you yet - or they are still being set up. Contact your administrator and ask them to confirm your department, location, and other profile attributes are correct, as these determine which automatic assignment rules apply to you.
I failed the quiz. Can I try again?
Yes. You can re-attempt a quiz. Review the training content and try again. Your administrator can see how many attempts you have made, but only your completion is recorded as evidence - failed attempts are not part of the compliance record.
How do I download my completion certificate?
Go to History in the sidebar, find the completed training, and click Download Certificate. If the Download Certificate button is not visible, the training may not have certificate generation enabled. Contact your administrator.
The training requires a signature. How does that work?
After passing the quiz, a signature dialog appears. You can sign by typing your name (and confirming with your password) or by drawing your signature. The signature, your identity, and the date and time are all recorded as part of the evidence and cannot be altered. See E-signatures and evidence for more detail.
I signed in with my employee number and PIN but I can't access the app.
Make sure you are entering your employee number exactly as it was given to you (it is case-sensitive). If you are at a shared kiosk, try refreshing the page and signing in again. If the problem persists, contact your administrator to verify your account is active.
How do I change my language?
Open the language selector in the top bar (it shows your current language or a globe icon) and choose your preferred language. The choice is saved to your browser.
When you are inside a training, use the language selector in the training top bar. If an approved translated version exists, the training opens in that language. If it is not available, Better Comply shows the available assigned version and displays a fallback banner.
Why does my certificate show a different language than the app?
The certificate language follows the training version you completed, not just your app language. If you completed a translated version, the certificate follows that translated version. If your selected language was not available and the viewer fell back to another version, the certificate follows the version that was actually completed.
I can't see the History page. Why?
The History page is available to employees and team leads. If you have an administrator or quality admin role, your training history is visible through other reports, not the History page.
What happens after I complete a training?
Your completion is recorded as evidence immediately. If the training has a recertification period, you will receive a new assignment when recertification is due. If a new version of the training is published and the administrator has enabled re-certification, you will receive a new assignment to complete the updated content.
For supervisors (team leads)
I don't see any team members in My Team. Why?
Team members are linked to you via two relationships: foreman (manager_id) and line lead (line_lead_id). At least one of these must be set on each worker's profile by an administrator before you can see them. Contact your administrator and ask them to set you as the foreman or line lead for your team members.
Can I see which quiz questions my team got wrong?
Yes. Go to Reports and open the "By Person" tab. Drill into an individual to see their assignment detail, including which questions were answered incorrectly.
How do I send a reminder to a team member?
From the My Team page, find the team member with a pending or overdue training and click Send Reminder. A notification is sent to them immediately.
Do I receive weekly email digests about my team?
Yes. A weekly digest is sent automatically to every team lead for their direct reports (both foreman and line lead relationships). The digest lists overdue and due-soon trainings. If you are not receiving the digest, check with your administrator that your email address is correctly configured and that the weekly scan job is enabled.
What is the difference between overdue and due soon?
- Due soon - the assignment's due date is approaching (within the threshold configured for the training).
- Overdue - the due date plus any configured grace period has passed and the assignment is still not completed. A grace period gives learners extra time before the system escalates the assignment.
Can I see reports for other supervisors' teams?
No. Reports are scoped to your own direct reports by the database security rules. Even if you navigate to the Reports page, you will only see data for workers who have you set as their foreman or line lead.
For administrators
What is the difference between Quality Admin and HR Admin?
Both roles have the same access to the application - they can create training content, manage users, run campaigns, and view audit logs. The distinction is organizational: Quality Admins typically own the QMS lifecycle and content approval, while HR Admins focus on personnel and user management. The one exception is the Quality Review Queue, which is restricted to Quality Admin and Corporate Admin (HR Admin does not have access).
What is Corporate Admin?
Corporate Admin is a superuser role with all Quality Admin and HR Admin capabilities, plus access to the Dev Tools system page. It is typically used for system administrators who need to configure the environment or access low-level settings. Only one or two users in an organization should hold this role.
Can a user have more than one role?
No. Each user has exactly one role. If a user needs capabilities from more than one role, assign the role with the broader access (for example, Corporate Admin instead of HR Admin).
How do I create an employee who does not have a corporate email?
Use the Invite User dialog in the Users page and toggle the "Create emailless employee" option. Provide the employee number and a PIN (6 characters or longer). The worker can then sign in at a kiosk using their employee number and PIN. See Emailless employees.
Who can approve a training version?
Only Quality Admins and Corporate Admins can approve versions through the Quality Review Queue. The person who created the version cannot approve it - this is the segregation of duties requirement, enforced at the server level. See Quality Review Queue.
Can I edit a training version that has already been completed by a learner?
No. Once a learner completes a training version, the content, quiz, and settings for that version are locked permanently. To update the content, publish a new version through the authoring flow. If you need to re-certify all existing completers, enable the "Re-certify everyone" option when activating the new version.
How do I import an existing Word or PDF document into Controlled Documents?
Go to Controlled Documents, click Import document, and upload your .doc, .docx, or .pdf file. The system converts it to editable Markdown and extracts any embedded images. You can review and edit the Markdown before saving. See Importing documents.
A controlled document needs to be signed off. How does approval work?
A controlled document must go through the full lifecycle before it can be made effective. After the document is submitted for review, a Quality Admin or Corporate Admin opens it in the Controlled Documents section, clicks Approve, and signs with their e-signature. The approval is recorded with the approver's identity, timestamp, and IP address. See Document approval.
What is the Quality Review Queue?
The Quality Review Queue at /quality/review-queue shows three types of tasks that need attention:
- Pending versions - training versions submitted for review and waiting for approval.
- Outdated sources - versions that reference a document that has since been superseded.
- Recertification decisions - versions flagged for a recertification review.
Only Quality Admins and Corporate Admins can see this queue. See Quality Review Queue.
How does attribute-based auto-assignment work?
Onboarding rules define which training a user receives based on their profile attributes (department, location, activity, plant, line, workstation). When a user is created or their attributes are updated, the system automatically evaluates all active rules and creates assignments for any matching trainings. See Assignment rules.
Can I configure how long a learner has to complete a training?
Yes. Each training has a due offset (the number of days after assignment before the training is due) and an optional grace period (additional days after the due date before the assignment is marked overdue). Both are configured in the training settings in the authoring flow. See Scheduling.
How do I export the audit log for an external auditor?
Go to Audit in the sidebar and use the export controls to download the log as a CSV file, filtered by date range, user, or action type. See Audit log.
Troubleshooting
A page shows an error instead of data. What should I do?
Click the Retry button on the error panel. If the error persists, check your network connection and try refreshing the page. If a specific page consistently fails, contact your system administrator with the error message and the page URL.
A training version appears stuck on "Pending review". Why?
The version is waiting for approval from a Quality Admin or Corporate Admin through the Quality Review Queue. The creator of the version cannot approve it themselves (segregation of duties). Ask your quality team to review it.
The weekly digest is not arriving. Who should I contact?
Contact your system administrator. They can check whether the supervisor report scan job is configured and running, and whether the email provider is correctly configured. Pseudonymous employees and accounts without a deliverable email address are automatically skipped.
I see "Indexing stalled" on a document. What does that mean?
The document's content is being indexed for AI search, but the background job did not complete. Click the Reprocess button next to the document. If the issue recurs, contact your administrator.