Frequently asked questions

• Qualification delivery postcode is being pulled through from the Organisation, not the ILR template. Is this correct?
• A learner on a programme has a blank ILR. Why?
• An error message appears when trying to start a review, why is this?
• Are Minimum OTJ Hours based on Planned End Date or Actual End date? What happens if the Actual End date is entered afterwards, and differs from the original Planned End date?
• As an Admin, when attempting to edit and save changes made to the Extended ILR, the page will scroll up, why is this?
• Does the Aptem Registration Email or the Password Reset Email expire after a period of time?
• How can I copy text in Aptem without losing the formatting?
• How do I stop Placements/Workshop Sessions reoccurring for an individual Learner that has left the Programme?
• How should I use the Group Structure in Aptem?
• I am an administrator; why can I not see some Employer logins?
• I am no longer receiving emails advising me of unread messages in my Aptem Collaboration Centre, why is this?
• I am trying to allocate a tracker to a fellow Administrator. Why can I not see all of my colleague’s administrator accounts?
• I am unable to report on specific fields in the User Generic Report - Why?
• I have generated a Commitment Statement, but the Reviews are missing from the document, why is this?
• I have selected and applied the "Groups" option from "Subscription details" on the User Generic Report, however this is not displaying when a excel quick sheet is exported. Why?
• I have the same individual in the system as two separate learners. How can I merge their ILR records?
• I have tried to upload a new signature mandate but Aptem will not save/retain the mandate. 
• I have updated the Commitment Statement Template, but the information has not pulled through to the Learner’s documents. Why is this?
• I see duplicate evidence created for Digital learning and the component is not completing. Why?
• I want to change my learner's programme status to "On A Break" or ‘Withdrawn’ but these status are not available in the programme status dropdown. Why?
• Review/Meeting Components have been completed, but are not contributing to the learning plan progress, why is this?
• SCORM Asset is pulling answers from previously completed components, why is this?
• Skills Radar Data is missing from a Learner account, why is this?
• The Placement/Workshop component did not receive the verified attendance evidence, and the component status has not changed to Complete. Why?
• The Planned Hours specified for my Learners are lower than expected, how are these calculated?
• We have created 2 accounts for the same user. Is there a way we can combine these into 1?
• We have discovered that extra 'Custom Tracker Types' have been created in our User Generic Report, how do we delete them?
• We have discovered that extra 'Custom Tracker Types' have been created in our User Generic Report. How do we delete them?
• What actions are required when a standard is updated?
• What do the Practical Period, Planned End Date and Apprenticeship End Date show?