Why didn't a user receive a certificate?
A certificate is awarded by its trigger, at the moment the user completes what the trigger points to. Check the trigger first: it decides what counts.
Which trigger does the certificate use?
Open the certificate in the Backoffice and look at its Trigger:
Learn Content: awarded after the user completes the Learn Content, meaning every part it contains (video, quiz, PDF, slides, tasks, form and so on).
Category: awarded after the user finishes the quiz, in Classic or Genius mode, of every published Learn Content in the category.
Training Program: awarded after the user completes the Training Program. The program must be published.
Mission: awarded after the user finishes the mission.
Manual: never awarded automatically; an administrator issues it to each user.
The trigger cannot be changed after the certificate is created.
Why did a user who finished not get it?
They finished before the certificate existed. Automatic certificates are awarded at the moment of completion. Users who had already completed the content, program or mission when the certificate was created do not receive it automatically. Issue it manually, or ask Support to award it to those users.
Something is still missing. For a Learn Content, check every part, not only the quiz. For a category, check every published Learn Content in the category.
The score is not the issue. The certificate itself has no minimum score. A pass mark, if any, is set in the quiz's Test mode.
The trigger no longer points to anything. If the certificate shows Trigger target missing, the content it pointed to was deleted, and the certificate can no longer be awarded automatically.
Issue a certificate manually
Open the certificate and issue it to the user. Use this for exceptions; if many users need it, ask Support to award it retroactively.
When should I contact Support?
Contact Support when the user completed everything the trigger requires, after the certificate was created, and did not receive it. Include the certificate, its trigger, the user identifier and the completion date.
Related articles
Certificate management: awarding learner achievements: create and manage certificates.
Why is a mission or learning program still incomplete after the user finished the content?: when completion itself is missing.