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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Creating a New User Account

ILR uses its own set of user roles and permissions, separate from other OneFile products. If a user already has a OneFile Keychain account, adding a ILR account will simply link ILR to their existing Keychain. If not, ILR will initiate the Keychain setup process automatically.

Tip: You can create user accounts if you are logged in as a:

  • Project Admin
  • Provider Admin
  • Site Admin
    Provider and Site Admins can only grant access to areas they themselves have access to.

Steps to Create a New User

  • Log in to Tracker with your Project Adminrole.

    If already logged in, select Project Admin from the User Role dropdown at the top of the screen.

  • Expand the Project Admin menu on the left-hand side and click User List.
  • Click the New button in the bottom-left corner.
  • Enter the minimum required personal details:
    • First Name
    • Surname
    • Email Address
  • If the user will be an Assessor linked to your Eportfolio system, tick the Assessor box.
  • Select a User Role from the list on the right and click Add New Role.
  • If the selected role includes additional permissions (e.g., access to specific Providers or Sites), configure these by ticking the relevant boxes.
  • Click Save.

✅ If the user already has a Keychain account, Tracker will now appear as an available product.
If not, the user will receive an email with instructions to set up their Keychain security credentials.

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