I have forgotten my Open CPD password. What do I do?

Use the Forgot password link on the login screen to reset it. None of the browser troubleshooting steps are needed for a password problem.

Why does the Open CPD dashboard look wrong or partly load?

Almost always because the browser is reusing an old cached copy of the site. A hard refresh, Ctrl and F5 on Windows or Cmd, Shift and R on a Mac, fixes it in most cases, and clearing the cache fixes it permanently.

Why does logging in work in a private window but not normally?

That points to stored cookies, an old session or a browser extension interfering with the login. Clearing your browsing data resolves it, after which the normal window will work again.

Can I issue certificates over a mobile hotspot?

You can, but a weak or intermittent connection during issuing is a common cause of problems. Wait for a stable connection before issuing or sending certificates.

What should I include when contacting support?

What happens, in one line, plus a screenshot if you can, along with the browser and device you are using and whether a private window behaved any differently. That is usually enough to identify the cause immediately.

Support

Having trouble logging in to Open CPD?

Something will not load, or does not look right after signing in. Nearly all of it comes down to a browser holding on to an old copy of the site, and these five steps clear it.

First, if it is your password

If your password or user ID is not being recognised, you do not need any of the steps below. Use the "Forgot password?" link on the login screen and reset it. This page covers a different problem: when the page itself will not load properly, or looks wrong after you have signed in.

Five steps that fix nearly everything

Most access and display problems are temporary browser issues rather than anything wrong with your account. Work down this list and stop as soon as it starts behaving.

1
Refresh the page properly
A hard refresh forces the browser to fetch the current version of the site instead of reusing an old copy. On Windows press Ctrl and F5 together. On a Mac press Cmd, Shift and R together. This alone resolves most incomplete or out-of-date displays.
2
Try a private window
Extensions, cookies and stored sessions occasionally interfere with a secure login. A private window starts clean. In Chrome or Edge press Ctrl, Shift and N together; in Safari or Firefox press Cmd, Shift and N. Then sign in again. If it works there, the problem is stored data in your normal browser, and the next step clears it for good.
3
Clear your browser cache
In Chrome or Edge, go to Settings, then Privacy and security, then Clear browsing data. In Safari, go to Settings, then Clear History and Website Data. In Firefox, go to Settings, then Privacy and Security, then Clear Data. Close the browser completely afterwards, reopen it, and sign in again.
4
Check your connection
Open CPD runs in the browser, so it needs a steady connection to verify a login and load certificate data. If you are on Wi-Fi, move closer to the router or switch to a more reliable network. Avoid issuing certificates over a weak mobile hotspot, where a dropped connection mid-process is the most likely cause of trouble.
5
Try a different browser or device
If the first four have not worked, opening the app in another browser tells us a great deal. If it works elsewhere, the issue is local to the first browser. If it fails everywhere, that is useful to know and worth telling support.

Still stuck?

Get in touch and we will look at it. What helps most is a short description of what actually happens, for example that the page does not load past the login screen, or that the dashboard appears but the certificate list is empty. A screenshot is worth a paragraph.

Telling us which browser and device you are using, and whether the private window in step two behaved any differently, usually gets us to the cause on the first reply rather than the third.

The short version

Password not recognised? Use Forgot password on the login screen.
Hard refresh with Ctrl and F5, or Cmd, Shift and R on a Mac.
Try a private window to rule out stored sessions and extensions.
Clear the cache if the private window worked.
Check the connection is stable before issuing certificates.
Still stuck? Contact support with a description and a screenshot.

Frequently asked questions

I have forgotten my Open CPD password. What do I do?: Use the Forgot password link on the login screen to reset it. None of the browser troubleshooting steps are needed for a password problem.
Why does the Open CPD dashboard look wrong or partly load?: Almost always because the browser is reusing an old cached copy of the site. A hard refresh, Ctrl and F5 on Windows or Cmd, Shift and R on a Mac, fixes it in most cases, and clearing the cache fixes it permanently.
Why does logging in work in a private window but not normally?: That points to stored cookies, an old session or a browser extension interfering with the login. Clearing your browsing data resolves it, after which the normal window will work again.
Can I issue certificates over a mobile hotspot?: You can, but a weak or intermittent connection during issuing is a common cause of problems. Wait for a stable connection before issuing or sending certificates.
What should I include when contacting support?: What happens, in one line, plus a screenshot if you can, along with the browser and device you are using and whether a private window behaved any differently. That is usually enough to identify the cause immediately.

Still not working?

Send us a line describing what happens and we will get you back in.

Contact support Go to the login page