Why is the wrong name on the certificate or appearing throughout the course?

Sometimes, a learner's certificate or course might display an incorrect name.

There are a few reasons why this might happen:

• The learner used someone else’s training link, either from a forwarded email, an incorrect learner’s link was copied, pasted, and sent to the learner.
• The email address on a learner’s record belongs to another learner
• If using Kiosk mode: A learner chose the wrong name in the kiosk drop down
• Preferred name changes within the course
• HRIS Sync issues
• Accidental Admin Errors

Troubleshooting

To troubleshoot incorrect names:

1. Check the Learner's email in the dashboard – Verify the email address is correct and belongs to the intended learner. If the email is incorrect, it can be edited. Sometimes, incorrect emails occur due to upload issues, errors during manual creation, or an admin changed the name instead of creating a new record.
2. Review the link the learner is using – Ensure the learner is using their unique, personal course link. We see this happen when a supervisor or peer sends their own, unique link to another user, or if an admin has sent a copy+pasted link to learners.
   
   You can compare the link the learner is using to the link generated from the the Learner Profile > Notify > Copy-paste or Open Now.
   
   For additional information on how to generate a training link, please see: Copy and Paste an Individual’s training link into an email or URL bar
3. Ask about preferred name changes – Confirm whether the learner changed their preferred name during course onboarding or in the Settings.
   
   Sometimes if a Learner has clicked the wrong link, they’ll change the preferred name to their own. Editing the preferred name changes how the learner is greeted during this and future courses, when being congratulated at the end of a course, and on their training page, but not on the certificate.
   
   For additional information about preferred names, please see: What is a Preferred Name in EasyLlama Training
4. Check HRIS sync settings – If using an integration, the preferred name may be syncing from the source instead of the legal name.

If the issue is not one of the above, please contact support@easyllama.com with the following information for further investigation.

• Learner name,
• course name,
• date of completion, and
• screenshots of the error.

Frequently Asked Questions

Why does my learner's certificate show another learner's name?

This usually happens when:

• The email on the learner's record belongs to another learner (check dashboard)
• A learner shared their unique link with someone else
• An admin copy+pasted the wrong link when sending manually
• In Kiosk mode, a learner selected the wrong name from the dropdown

My learner sees someone else's name when they open the course. Why?

The learner is likely using someone else's unique link. Alternatively, someone may have used their link previously and changed the preferred name. If you use an HRIS integration, the preferred name might be syncing incorrectly from the system.

My learner changed their name during the course, but it's not on the certificate. Why?

Changing the preferred name during onboarding only affects greetings and the learner dashboard—it does not update the name on certificates. Certificates use the name from the admin dashboard record. More about preferred names and how they are used can be found here: What is a "Preferred Name" in EasyLlama Training?

Why does the certificate say "Demo"?

The learner took a demo course, originating either from EasyLlama's marketing website or an admin sent them a demo link from the training library. Demo courses are not official training and do not generate valid certificates.

How do I fix a certificate with the wrong name?

First, ensure the learner record has the correct name (update it if needed). Then, please contact support@easyllama.com** to have the certificate regenerated with the correct name.

How can we prevent name issues in the future?

• Educate learners not to share their unique links
• Always create new records rather than renaming existing ones
• Use consistent naming when uploading learners in bulk
• If using Kiosk mode, remind learners to select their own name
• For HRIS integrations, verify sync settings with Support

Llama Fact: Llamas are known to recognize each other by unique vocalizations—much like how each learner needs their own unique link to ensure proper training credit!