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.

Submit a ticket Log in

How long does it take for a new qualification to be built?

Our Process

When you request a qualification that isn’t already available in our database, OneFile have a team of staff that convert the PDFs and webpages of the qualification or standard into a format that can be used on OneFile. Requests are added to a workload and are processed on a first-come, first-serve basis. Therefore, the time you wait to receive the qualification is based on the size and complexity of the existing requests on the workload. For example, if there are 20 days of work on the workload, and you request a qualification that will take 3 days to complete, we will estimate that your qualification will be available in 23 working days. Our SLA for providing qualifications is 30 working days, which means we aim to complete all requests within that timeframe, although we typically beat that target.

Fast Track Service

We understand that sometimes time is of the essence, and that you need access to these qualifications on OneFile sooner than the 30 working day SLA. That’s why we’ve introduced our Fast Track Service for qualifications.

Fast-tracking your request is like buying a queue-jump wristband at a theme park. You’re able to Fast Track when our team start working on your request, based on when you need your qualifications, see the table below.

Fast Track Option

Cost

Next Working Day

Starting from  £525

Next Working Week

Starting from  £400

Next Two Working Weeks

Starting from  £300

Next Three Working Weeks

Starting from  £200

If you require our Fast Track Service, please let a member of the qualifications team know when you submit your request (or add a note in the request portal).


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