Answers before you sign up

A training platform for organisations that need to prove their people actually completed the training. You upload video lectures, write an assessment, invite your team by email, and everyone who passes receives a certificate that anyone can verify.

The difference is in what "completed" means. Most platforms record that a video page was opened. Elumio measures watch time on the server, gates the assessment on genuine completion, and issues a certificate carrying a QR code an auditor can check without an account.

Organisations running mandatory training — onboarding, compliance refreshers, recertification. It is built for the case where somebody will eventually ask you to demonstrate that training happened.

Typical users are operations leads, HR and compliance managers, and agency owners training distributed teams. Elumio is sold to businesses rather than to consumers.

Three things ordinary video hosting cannot do:

• Can't skip — with strict mode on, dragging the slider banks no credit, and a lecture cannot be completed in less real time than the video is long.
• Can't guess — the assessment unlocks only after the video is genuinely finished, and the answer key never reaches the browser.
• Can't fake — every certificate carries a serial number and a QR code leading to a public verification page.

No passwords. A trainee signs in with a six-digit code sent to the email address you invited. People who do not have an account yet are linked automatically the first time they sign in.

Yes — there is a free plan, not a time-limited trial. It carries one course, a small group of trainees, an allowance of stored video and a monthly allowance of AI credits, and it does not expire. The pricing table above gives the exact figures.

You can stay on it indefinitely. Nothing is deleted if you decide not to upgrade.

Watch credit is calculated on the server, from intervals actually reached — not from where the playhead sits. A dragged slider or an idle tab banks nothing.

Rewinding is always free; it is skipping ahead that is restricted. Strict mode is a per-course switch, so optional material can stay freely browsable while mandatory training is locked down. Watching faster than the permitted rate earns no extra credit.

Only once every required lecture is genuinely complete. Until then the assessment stays locked, and the lock is enforced on the server rather than hidden in the interface.

The exception is a course you have told us has no video — where the training happened in a room and Elumio only scores it. There is no watch gate on those, because there is nothing to watch.

You control the shape of the exam; the platform controls what can be cheated.

• Question order is fixed per attempt, and options can be randomised.
• Time limits and attempt caps are configurable per course.
• The answer key never reaches the browser — grading happens on the server.
• You set the pass threshold, including "all correct" if the training demands it.

No. You tell us what the course involves, and there are three answers: a video followed by an assessment, a video on its own, or an assessment on its own.

A video-only course is finished by finishing the video — there is no assessment, and the trainee is not asked to sit one. An assessment-only course is for training that happened somewhere else, in a room or on a job, where what you need from us is the scoring and the record.

You state which it is rather than us guessing, because a course still being built and a course that will never have questions look identical from the outside. Once stated, publishing holds you to it: a video-only course can be published with no questions, and it stops asking you for any.

Yes. Issuing certificates is a separate switch from what the course involves, so any of the three shapes can run with or without one.

With it off, trainees still complete the course and still count as up to date — they simply do not receive a document. Your compliance view records that as its own state rather than as a missing certificate, so somebody who was never meant to hold one is not counted alongside the people who are overdue for one.

They are locked out of the assessment until a trainer intervenes. Nothing is deleted and they keep access to the videos.

A trainer can then reset their progress, which clears their video progress so they must watch the training again and grants one more attempt. Every attempt they have already taken stays on record with its score and date.

Only if you enable it for the course, and only after their final attempt. Before that, the key is never sent to the browser.

Every pass issues a PDF containing the holder's name, the course, the dates, a serial number and a QR code.

Scanning the QR opens a public page that reports one of three states — valid, revoked, or expired — checked against the issuing organisation's records. No login and no Elumio relationship is required for whoever is checking.

Expired is deliberately not the same as fake: the page says the training happened and is due to be retaken.

On a custom training address the verification page may wear that organisation's theme, and it answers only for certificates that organisation issued. elumio.io/verify stays the global check, in Elumio's theme, for any certificate.

Yes. An audit pack covers one person or your whole organisation: a PDF summary with a CSV of the underlying rows, and a checksum that shows the file has not been altered since it was generated. The pack itself can be checked from the same public verification page a certificate uses.

It states its own method rather than leaving it to be assumed. It says what watch evidence does and does not prove, shows refused progress reports as anomalies instead of quietly dropping them, records which revision of the course each person actually did, and marks rows for courses that carry no assessment as completed with the attempt columns blank — because there was nothing to attempt, not because something is missing.

It reports what Elumio recorded. It does not assert that anyone is or is not compliant — that judgement belongs to the reader, and the pack says so in as many words.

Included on Starter and above. Free includes them as a trial capability.

Yes, with a client view: a read-only page covering the trainees you choose, which you publish and can revoke at any time.

It is the one feature that discloses a named person outside your organisation, so it is deliberate at every step — you pick who is included rather than sharing a whole roster, and revoking kills the link for anyone holding it.

Client views are available on Business and Scale only.

Yes, on Business and Scale. Custom branding lets you take your look from your website, serve the product at a subdomain you own (for example https://training.clientsite.com/), and omit the Elumio line from newly issued certificates.

Your people sign in, learn, and verify on that address. Only accounts in that organisation can sign in there. The Elumio marketing site and the public register form are not offered there. Billing stays on elumio.io.

No. Invitation and reminder emails can use your organisation name, colours, and training address in the body and the subject. The From address stays Elumio's (@elumio.io). Sign-in codes are sent by our sign-in service and also come from Elumio.

We cannot send as @yourdomain without DNS you control on a sending subdomain, and that is not part of this release.

No. You choose the skin and the address. Elumio still operates the product, issues certificates, and is named as processor on the privacy notice. A branded page does not transfer authorship or let you resell Elumio as your own software.

Moving from Scale to Business does not change branding. Both plans include it.

If you leave Business or Scale, the saved theme and host stay stored. The address, if DNS still points at us, keeps serving the product in Elumio's look. New certificates carry the Elumio line again. Already-issued PDFs do not change.

Yes. You can publish a document for people to read and acknowledge, with reminders and a due date, and it appears in the audit pack alongside the courses.

What is recorded is the acknowledgement: which version of the document the person confirmed, the wording they confirmed, and when. Time spent with the document open is recorded where available, and the pack is explicit that this is not evidence anybody read it.

Yes — a compliance dashboard covering the whole organisation rather than one course at a time, showing who is current, who is overdue and whose refresher is coming. You can filter it to a single course, and choose whether people who have left are included.

There is also an opt-in weekly digest, so the number reaches you without anybody remembering to look.

Yes. Certificates already issued stay valid and stay publicly verifiable. A certificate records that somebody completed training; it does not depend on whether their employer is still subscribing.

Yes, and both sides are told without anyone having to remember. The trainee is emailed before their own certificate lapses, and the trainer receives a digest of everyone across their courses who is coming due — so a refresher gets scheduled rather than discovered late.

How far ahead that email goes out is set per course, because a quarterly refresher and an annual one do not need the same notice. Seven days is the default.

The cohort screen flags anyone expiring within thirty days, separately from the emails. That is the planning view a trainer opens on purpose; the email is the nudge that arrives when the date is close enough to act on.

Yes, on every plan, including Free. In the course's Enroll section, turn on "Has deadline" and choose how many days after the invite people have: 7, 14, 30, or any whole number from 1 to 365. Each person is then due at 11:59 PM on that calendar day, counted from the day you enrolled them, in your organisation's time zone.

A deadline belongs to a batch. Every course has a Default batch, and anyone you enroll without picking a batch goes into it. You can rename Default, add more batches, and give each one its own deadline from the course's Batches section.

Before a change to a batch's deadline saves, you are told how many unfinished trainees it will update. Trainees who have already finished, and anyone with their own date, do not change.

Yes. On the course's Progress list, pick a date on that person's row, or type one such as 20 Oct 2026. It is saved as 11:59 PM that day in your organisation's time zone, and the row shows "Custom date". "Use batch rule" puts them back on the batch's deadline.

A date in the past is allowed, for example to record a deadline that was already missed. Before it saves you are asked to confirm: "This date has passed. [their name] will show as overdue straight away."

Once someone has finished the course, their due date is locked and cannot be changed or cleared, so whether they finished on time can never be rewritten after the fact.

Each course with a deadline shows a countdown on the trainee's course list and on the course page, in calendar days in your organisation's time zone. It is green with more than a week left, amber from seven to four days, and red at three days or fewer ("Due in 3 days", "Due tomorrow", "Due today"). Once the date has passed it reads "Overdue by 1 day" or "Overdue by N days". Every label has text and an icon, never colour alone.

Tapping or hovering the countdown shows the exact time, for example "Due 31 Oct, 11:59 PM PHT". Courses with the nearest deadline are listed first.

When they finish, it simply says "Completed", whether they were on time or late. Nothing is locked after a deadline: a late trainee can still watch, sit the assessment and finish. The certificate and the public verification page look exactly the same either way. There is no late mark on either.

Yes. Trainees who have not finished are emailed three days before the due date, on the due date, and three days after it, then the reminders stop. They go out at about 9 AM in your organisation's time zone, and people who have been enrolled but have not signed in yet get them too, with their invitation link.

Reminders are on by default for every course. To stop them for one course, turn off "Email trainees 3 days before, on the due date, and 3 days after" in that course's Enroll section.

The invitation email states the due date too, so a short deadline is clear from the first message. Every reminder says the same thing a late trainee needs to hear: nothing is locked, and they can still finish.

Yes, as a daily email. Turn on "Email me late trainees daily" in any course's Enroll section. It is available on every plan. If your plan includes the compliance dashboard, the same switch is there too. It is off until you turn it on.

It arrives at about 9 AM in your organisation's time zone, lists each person who is past a course deadline and has not finished, with how many days overdue they are, and is sent only on days when somebody is late. A manager's list covers only the courses they are assigned to.

The switch is yours alone: turning it on does not sign up anyone else. It is separate from the trainee reminder switch, so turning reminders off for a course does not stop your daily list.

Your organisation's time zone, which is Philippine time by default. Every due date is shown with its time zone next to it, for example "Due 31 Oct, 11:59 PM PHT", so trainees and trainers read the same moment wherever they are.

A due date is saved as that exact moment. If your organisation's time zone were ever changed, dates already set would not move. Only new enrollments would use the new zone.

Changing one person's date to a future day sends them one email with the new due date. Clearing their date sends one email saying it has been cleared.

If the new date has already passed, they get at most one overdue email per course cycle, even if the date changes again. Reminders whose day has already gone by are never sent late, so nobody receives a burst of catch-up emails.

Changing a batch's deadline, or turning it on or off, updates everyone in that batch who has not finished and does not have their own date, and sends no email to anyone. If a course's reminders are switched off, none of these emails go out.

Nothing is locked. They keep access to the videos, can still sit the assessment, and receive their certificate as normal when they pass. The certificate does not say they were late.

Their countdown turns to "Overdue by N days", they get one reminder three days after the due date, and they appear in the daily late list for any trainer or manager who has turned it on.

At the moment they finish, Elumio records whether that was on time or late against the due date in effect then, and that record is never recalculated. The trainee only ever sees "Completed".

Yes. Transcripts are generated automatically for uploaded video and can be shown to trainees.

That matters before it is a feature: without captions, a deaf or hard-of-hearing trainee cannot complete mandatory training at all.

A video you create in Elumio carries captions from the approved script.

AI assists with authoring; it never decides anything on its own.

• Videos created from a prompt or a document, which you approve before anyone watches.
• Ask AI, for questions about your organisation and about using Elumio.
• Assessment questions drafted from what your lectures actually say, each carrying a verbatim transcript quote and timestamp.
• Lecture notes assembled from the transcript and the slides.
• Certificate artwork for the certificate background.

Always. A trainer approves every question before a trainee sees it, and there is deliberately no "accept all" button.

AI usage is metered in credits, and each plan includes a monthly allowance.

Optionally, yes. When enabled, the trainee's own email address appears on the video and moves between corners, so a recording carries the identity of whoever made it.

Growth stops; nothing is taken away. Existing courses keep running, enrolled trainees keep watching, and assessments and certificates continue to work.

You simply cannot add more until you upgrade or the next monthly period begins.

Yes — on Business and Scale. The Developer API is a read-only lookup so your HRIS or internal tools can see enrollments and certificate status for people in your Elumio organisation.

It is a proof layer beside HR (completion and verifiable certificates), not a content LMS catalog inside your HR system.

Full reference: /developers.

Organisation owners and trainers can mint and revoke keys in the app under Organization → API keys at /trainer/organization/api-keys. Managers cannot mint keys.

Each key belongs to one organisation. New keys use the va_prod_ prefix. The secret is shown once at mint time — treat it like a password and revoke it if it leaks.

API access itself requires Business or Scale; other plans receive an error if they call the API.

In v1 you can list your organisation's courses and look up enrollments by email.

GET /api/v1/courses returns each course id, title, and status (draft / published / archived) so you can pass courseId into lookup.

POST /api/v1/enrollments/lookup accepts up to 500 email addresses (optional course filter) and returns:

Details, examples, errors, and rate limits: /developers.

• Enrollment status and a progress summary for each email in your org
• Certificate serial (for display), status (valid / revoked / expired), and dates when present
• A public verifyUrl that uses a random verify code in the path — not the serial
• A short-lived PDF download URL (about one hour)

The same way as the rest of Elumio. Every issued certificate can be checked on a public page — valid, revoked, or expired — without an Elumio login.

The API returns serial (human-readable identity for records, display only) and verifyCode / verifyUrl (the public lookup path is /verify/{verifyCode}, a random code). Do not put the serial in the verify URL.

Share verifyUrl with clients and auditors. PDF links from the API expire; re-fetch if you need a fresh download.

Yes. Share /developers with them. They integrate with your organisation's API key and pull enrollment and certificate status into their product — without building a training LMS.

There is no partner multi-organisation key in v1: each Elumio organisation mints its own key. Marketplace installs, webhooks, and SSO are not in this version.

No. API access is included on Business and Scale only. Starter, Pro, and Free do not include it; calls return 402 if the organisation's plan lacks access.

You can upload a finished lecture or create one in Elumio. Creating one starts from a sentence or a document. You agree an outline, then a script and a voiceover. You approve the video before it is rendered — trainees never see a draft.

No. A video can live in your library on its own. You attach it to a course when you are ready.

Yes. Changing the words, adding or removing a slide, reordering, and picking a colour theme are free. Asking Elumio to write a new script, record a new voiceover, or render the video spends credits from your monthly allowance.

A panel on your home page. It answers from your organisation's own records and from Elumio's documentation — who has not finished, who holds a certificate, how to do something in the product. It looks up and explains. It does not change enrollments, certificates, or settings.

Each plan includes a monthly allowance. Creating a video, Ask AI, drafted questions, lecture notes and certificate artwork all spend from it. The product shows the charge as you go. Your billing screen is the same remaining figure the service enforces. If the allowance is used up, existing courses keep running; you cannot use those AI features until you upgrade or the next period begins.

Every AI run shows its price before it starts, and the most it could take is held while it runs. If your organisation does not have enough credits left for that, the run does not start and nothing is charged.

New AI generations then pause until your allowance resets at the start of your next billing period. Anything already generated stays, drafts you already have can still be reviewed and approved, and your courses, trainees and certificates are not affected.

There is no top-up. To get a larger monthly allowance, see the plans in Billing.

Yes. Attaching a library video to a lecture does not make a second copy. Each lecture still has its own enrollments and watch progress.

From the library, after typing its name. You cannot delete a video while a lecture still plays it — the confirmation lists those lectures and sends you to the course to replace or remove them first.

Five plans, billed monthly in US dollars, from a free tier upward. The current prices are on the pricing section of the home page.

Organisations that need more than Scale can use Custom Pricing on that same page — it builds on Scale, and the calculator shows the live total.

Plans differ by courses, trainees, trainer seats, video storage, monthly watch time and AI credits. Your billing screen shows what you have used against what you are allowed, and those are the same figures the service enforces.

No — prices exclude tax. Any sales tax or VAT is added at checkout based on where you are, and the total you will be charged is shown before you confirm.

Paddle, who sell the subscription as our merchant of record. The name beside the charge will not be ours.

• Paddle determines, collects and remits any sales tax or VAT due where you are.
• Paddle issues the receipt or invoice — that document, not anything produced by us, is the record of the sale.
• Paddle decides refunds and handles payment disputes, applying our refund policy.

Both from your billing screen. Upgrading takes effect immediately — Paddle charges the difference for the remainder of your current period and the higher limits are available at once.

Downgrading takes effect at the end of the period you have already paid for. Nothing is charged and nothing is refunded when you ask for it: you keep the plan you paid for until it runs out, and your billing screen shows the date the change applies.

If you are still on Free, Custom Pricing checkout is also available from Billing — that is a Scale-based quote, not a catalog plan change.

Cancelling takes effect at the end of the period you have already paid for, not immediately, and you can undo it at any point before then.

Nothing is deleted. Every course, trainee, video and certificate remains, and everyone already enrolled keeps working. What changes is that your organisation returns to the free plan's limits, so you cannot add new courses, enroll new trainees, upload new video or use the AI features until you subscribe again.

If Elumio is not right for you, tell us within fourteen days of your first payment and we will refund it in full. You do not have to explain why.

It is offered once per organisation, on the first payment of a subscription. Renewals are not refundable, because the remedy is available before the money moves: cancelling at any point during a period stops the next payment.

Refunds are issued by Paddle to the payment method you used, and normally reach a statement within five to ten working days depending on your bank.

Your service continues while Paddle retries, and we will contact you so it can be put right.

If the retries are exhausted without a successful payment, the subscription lapses and your organisation returns to the free plan's limits. Nothing is deleted at that point either.

Yes. Your billing history lists every payment, and each links to the invoice document issued by Paddle as the seller of record. Refunds appear as a credit against the original payment.

Billing is monthly at present. For larger teams, or arrangements not covered by the self-serve plans, write to billing@elumio.io.

No. Your plan counts people, not runs. Starting a new cycle for somebody already on the course does not consume a second place, so a team retrained every quarter counts the same as a team trained once.

What a refresher does use is delivered video, because the lecture genuinely has to be watched again — watch credit is never carried over from a previous cycle. So a retraining wave draws on that month's delivered-minutes allowance in the same way the original run did.

That is the one figure worth looking at before starting a large cycle. The billing screen shows the current period's usage against your plan.

Custom Pricing lets you start from the Scale plan and raise video library size, monthly video delivery, and AI credits yourself, or unlock unlimited staff seats.

It is not a separate plan in the ladder. The monthly price never goes below Scale. The live total is shown on the Custom calculator on the pricing page.

You always pay Scale as the floor, then only for what you raise above Scale's included allowances — video library, video delivered per month, and AI credits. Unlimited staff seats is an optional flat add-on.

Exact rates and includes are shown on the Custom Pricing calculator. They can change with the product, so the calculator is the source of truth.

• Extra video library (stored minutes above Scale)
• Extra video delivered per month (above Scale)
• Extra AI credits per month (above Scale)
• Optional unlimited staff seats

Choose Scale if your forecast fits Scale's included library, delivery, AI credits, and staff seats.

A Custom plan must include more than Scale — raise at least one lever or choose Unlimited Staff. Otherwise choose Scale.

Choose Custom when you know you need more capacity than Scale includes, or you want unlimited staff seats.

If you need more than the calculator's maximums, annual billing, or a purchase order / contract, write to billing@elumio.io — that is outside self-serve Custom.

On the public pricing page: open the Custom Pricing block, adjust the meters or number inputs, and use Sign up for Custom.

After you create your account, finish the subscription in Billing, where the quoted amounts and entitlements are applied. If you are on Free or have not finished a paid subscription, you can also set Custom levers in Billing when you are signed in.

You first see a short instruction that after registration you must open Billing to complete checkout.

Continue takes you to signup with your quote attached. After signup, Billing shows the Custom summary and starts Paddle checkout for that quoted monthly amount.

Dismissing the instruction cancels the signup path for that click.

The self-serve calculator caps each lever at ten times Scale's includes. Typing or dragging past the cap clamps to the maximum.

Needs beyond those caps are not self-serve Custom — contact billing@elumio.io.

No. Paddle remains merchant of record; tax, receipts, and the fourteen-day first-payment refund policy are the same as other paid plans. See "Who appears on my card statement?" and "What is your refund policy?"

If you are on Free or have not finished a paid subscription yet, open Billing, use the Custom Pricing calculator, and checkout. Your Custom total is based on Scale includes plus any extras you choose.

If you are already on Scale (or an existing Custom Scale+ subscription), Custom checkout is not available — you are already on the Scale family.

If you are already on a paid catalog plan below Scale (for example Business), self-serve switch to Custom is not available yet. Write to billing@elumio.io and we will help, or wait for a later product release that supports a safe plan change.

Yes, if usage alerts are enabled in Billing. They are on by default. When a watched meter — video library, video delivered this month, AI credits this month, or staff seats — reaches the threshold you set, we email everyone on the notify list and show an in-app notice to anyone signed in with one of those emails.

Each meter alerts once per billing period. Staff seats are not watched when Unlimited Staff is on.

The notice names the meter and the approximate percent used, and links to Billing so you can review or upgrade your plan. Nothing is changed automatically.

Yes. Open Billing and edit the usage alerts card. The threshold can be any whole number from 50% to 99%. The notify list accepts multiple addresses; when alerts are on, at least one must match an active staff or owner account on the organisation.

Yes. Turn off Enable alerts on the Billing usage alerts card. While it is off the organisation receives no email and no in-app popup for these crossings.

Every address on the notify list receives the email. The in-app popup shows only to someone who is signed in with one of those emails — not to every trainer, and not only to the billing owner.

A dismiss is stored on the server so the same crossing does not reappear on another device.

In a managed PostgreSQL database hosted in Singapore, with video delivered from a global content network so trainees load quickly wherever they are.

Yes — daily automated backups with seven-day retention.

Database backups cover your records: courses, trainees, progress, attempts and certificates. Uploaded media is held separately by our video host.

All traffic is served over HTTPS with HSTS enforced. The application sets a restrictive set of security headers, and API responses are marked no-store so nothing sensitive is cached by intermediaries.

Sign-in codes are rate-limited on two independent dimensions — per email address and per source address. The first stops somebody flooding one person's inbox; the second stops somebody working through a list of addresses.

Nobody, until it is meant to be seen. Correct answers are never sent to the browser during an attempt. Grading happens server-side, and answers are released only after a trainee's final attempt, and only if the course enables it.

No. We hold no third-party security certifications at this time, and we would rather say so than imply otherwise.

What we can describe is what the platform actually does: encrypted transport, daily backups, authorisation re-derived on the server for every request, rate limiting on authentication, and an audit trail of trainer actions. If your procurement process requires a formal certification, we are not yet the right fit.

Not on the plans sold online. We work to keep Elumio available and working, but we do not promise it will be uninterrupted or error-free.

Video playback also depends on the trainee's own device and connection, which we do not control.

The content you upload and the records of your trainees' progress are yours; we hold them to provide the service. Our Privacy Notice sets out how personal data is handled.

You are responsible for having a proper basis to enroll the people you enroll, and for the material you upload — that you are entitled to use it, and that it is lawful.

Five steps:

• Create an account — you are on the free plan immediately.
• Create a course. You choose whether it includes a video, an assessment, and a certificate.
• Upload a lecture or create one, and approve it before trainees see it.
• If the course has an assessment, write it or have AI draft questions and approve them.
• Invite trainees by email.

Encoding runs on our video host and continues whether or not you stay on the page.

Transcript and lecture-note preparation is driven by the course page, so keep that tab open while it finishes — if you leave, progress pauses and resumes when you return. Nothing is lost either way.

A video you create is rendered and then appears in your library when it is ready to watch; you do not need to stay on the page.

Yes. Each plan includes a number of trainer seats, and colleagues you invite as trainers can manage courses and trainees within your organisation.

Yes — that is a manager seat. It is read-only by construction and scoped to the courses you assign, so a team lead sees how their pod is doing and nothing else.

A manager cannot edit courses, issue certificates, start a new training cycle, read your billing, or see the wider team roster. Managers count towards your staff seats the same as trainers do, since they are a login in your organisation.

Yes. Replacing a lecture's video keeps the lecture, its enrollments and its place in the course.

Watch progress for that lecture resets — time spent on different content should not count toward the new one — and the old transcript is cleared, since a transcript describing a video that is no longer there is worse than none.

You can pick a video from the library or upload a new one, and the replacement brings its own transcript and notes.

Yes, at three levels, all from the trainee's detail panel:

• Reset progress — clears video progress and grants one more assessment attempt. Previous attempts stay on record.
• Clear exam attempts — clears attempts only; video progress untouched.
• Reset everything — a full clean slate, including deleting an issued certificate and its verification link. That is not the same as revoking, which keeps the record and reports the certificate as withdrawn.

Go to /help and tell us what happens when you try. You do not need an account to send that, and a person replies to the address you give — so it works when the sign-in itself is the problem.

You can also email support@elumio.io directly. Either way the answer comes to your inbox rather than to a page you would have to sign in to read.

If you are a trainee and it is about your course rather than your account, your training provider can usually help faster — they enrolled you.

Set the certificate validity to match the cycle — three months for quarterly refresher training, twelve for annual. The certificate then expires on its own, and the cohort screen shows you who is expiring soon and who has expired.

From there you start a new cycle, for one trainee or for everyone in that filtered view. They watch the video again and sit the assessment again with a full set of attempts, and watch credit is counted from scratch in real time.

Nothing is deleted. The certificate they already earned keeps its serial and its verification link, and stays valid until its own expiry date — a certificate records that training happened on a date, and that stays true when the next refresher falls due. Each cycle earns its own certificate.

You are not relied on to notice the date. Trainees and trainers are both emailed ahead of an expiry, on a notice period set per course, and the trainee is told again when their new cycle actually opens.

Starting a cycle for one person asks you to confirm, and the confirmation names them and spells out what happens. Starting one for a whole filtered group asks you to type how many people you are about to affect, because a count is the one thing that changes every time and so cannot be got past from memory.

Cycles do not count against your trainee limit; how many you run is up to you.

You can withdraw a trainee from a course. Their record is kept and any certificate they earned remains verifiable — a certificate documents something that happened, and that does not stop being true when somebody changes jobs.

Withdrawing is not deletion. If they have asked to be deleted rather than simply removed from a course, see the next answer — it is a different request with a different process.

Email us and we will erase them across the whole platform. There is no button for it, deliberately: erasure is permanent, it cannot be undone by us or by you, and it is not something a mis-click should be able to start.

Withdrawing them from a course is not the same thing and will not satisfy the request. Withdrawing removes their access to that one course and keeps everything else — their account, their other courses and their certificates.

What erasure does: their name and address are removed from their profile, from their enrollments and from the certificates they hold, and the PDFs of those certificates are destroyed. They are removed from any client view you have published. Their training record itself stays, without a name on it, because it is your organisation's evidence that the training happened.

What it cannot do: a certificate someone has already downloaded or printed is theirs and is beyond anybody's reach. The verification page for it keeps working and reports the training as genuine, but can no longer say who holds it.

Under data protection law your organisation is the controller and we act on your instructions, so the request should reach us through you — though a trainee can contact us directly and we will route it back to you.

A person answers each of these:

• billing@elumio.io — billing, invoices and refunds
• support@elumio.io — product help and technical issues
• privacy@elumio.io — privacy and data requests
• hello@elumio.io — anything else