Support Category: Certification Dashboard


Specialist Notes:


If a user states they’re not seeing Continual Learning Credit (CLC) for a learning item they completed, please ask for permission to proxy into their account so you can view their Certification Dashboard. If the title is indeed not showing in the Dashboard, please verify/confirm the following: 


You may use the flowchart below to assist you with troubleshooting the issue:

USTA CLCs Not Reflected in Dashboard - Troubleshooting Flowchart


Otherwise, please feel free to use the steps below:

1. The user is not a new official. We can ask the user to confirm or check their transcript to see when they completed the 'Getting Started' discipline. If they completed it in previous years, they're most likely not a new official. The certification dashboard does not apply to new officials. 


2. The completion date listed in the transcript falls within the current certification period (November 1st, 2025 – October 31st, 2026). Credits are not granted for completions of previous certification years also not granted for retaking courses, workshops or watching webinar recordings of a previously attended webinar. 


3. It has been more than 24 hours since completion. It takes 24 hours for the Certification Dashboard to reflect the Continuing Learning Credit earned after completion.


IMPORTANT!

  • There are SRs for each of the scenarios in the flowchart linked above. If you choose not to use the flowchart, please note that you will need to draft your own response to the user.
  • If the title is listed in the Certification Dashboard but it is showing as 0 credits, it means the title does not qualify for Continual Learning Credit. 

  • If you verified all of the steps above and the CLC is not reflected, please escalate a ticket to the USTA Officiating Development Hub.

  • If the user states that they received credit for attending an ILT (workshop) in the previous system, but it is longer showing in the new system, please refer to Workshop CLCs not Transferred to New Portal.


NOTES FOR TICKET PROCESSORS!


Please refer to the CLCs Not Reflected in Dashboard | Gather Information SR as the Administrators have asked that we collect some additional information at a ticket level before escalating.


Standard Response: