Reduced Support Availability – 9th October 2025

Just a quick heads-up! On 9th October 2025, our support team will be attending the OneFile All Company Meeting, so our response times may be a little slower than usual. 

But don’t worry — you can still find answers quickly by searching our Help Centre for guides and FAQs. If you need further assistance, feel free to submit a ticket. and we’ll get back to you as soon as we can.

If your issue is urgent, please make sure to set the priority accordingly when submitting your request.

Thanks for your understanding!

Welcome to the new Help Centre! ✨

You may have spotted our new and shiny company website - and that’s not all that’s changed! We now have dedicated Help Centres for each of our products to make it easier for you to find the right support. For a quick guide to what’s new and where to go, click here.

Upcoming System Update: Enrol

On Tuesday 7th October 2025, we’ll be rolling out a series of enhancements to Enrol.

Full details of the changes can be found in the Release Notes

Downtime: Please note that there will be no service interruption.

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Unlock Assessment

  User Roles

This feature can be used by the following user roles:

  • Centre Manager
  • Internal Quality Assurer
  • Assessor if assessment not signed by Internal Quality Assurer

If an Assessment needs changing after it has been signed-off, it will need to be unlocked. Unlocking removes signatures and makes the assessment editable.

The Assessment can be unlocked by following the steps below:

  1. Open the learner’s portfolio 
  2. Click the Assessments icon in the Information & Options section
  3. Select Completed from the filter drop down list 
  4. Click the Title of the Assessment you want to unlock
  5. Click the Padlock icon
  6. Select the User who the Assessment should be unlocked to and enter a reason for unlocking
  7. Click Unlock 

The selected user will receive a task explaining that the Assessment has been unlocked and they’ll now be able to edit or delete this Assessment.

If you are unable to unlock the assessment, it could be due to:

  • The IQA has signed the assessment

         a. The IQA or a Centre Manager will need to unlock the assessment

  • The criteria on the assessment links to a Unit Summary that has been signed-off 
         a.The sign-off units will need to be unlocked to the Assessor before the assessment could be unlocked

         b.The IQA could resubmit against units that haven't been signed-off, which would split the assessment

Terminology

Please note that the terminology used in this article may be different depending on your Centre.

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