Frequently asked questions & troubleshooting
Someone finished the training but still shows as not qualified. That course requires a competency assessment and it has not been recorded yet. Open the record and press Record assessment. Training completed and qualified are deliberately different states.
What is the difference between the class roll and scan check-in? The class roll is a printed sign-in sheet listing who still needs the training — printing it changes nothing. Scan check-in is the live screen that actually records the completions when you press Mark complete. Most sites use both: the roll for signatures, the scan for the records.
Can I scan the same badge twice by accident? Yes, and nothing bad happens — the person appears once on the roster, and re-running a session cannot double-record anyone.
An imported course was skipped. Its code already exists in your catalog. Imports never overwrite an existing course; the preview tells you which rows will be skipped and why before you commit.
Why can I not see a page a colleague mentioned? Search only offers destinations your role may open, and the same applies to the sidebar. Ask an Administrator to review your permissions.
Why is someone showing as overdue? An employee shows overdue when they have an assigned course whose due date has already passed without a recorded completion. Open their profile or the training matrix to see which course it is, then record the completion or reschedule the due date. If the training genuinely doesn't apply to them, you can waive it instead.
How do I retrain everyone on a topic? Assign the course to your whole roster at once. Go to the course (or use Assign & schedule), choose the group of employees, set a due date, and confirm. If the course is set to recur, TrainGrid will keep scheduling the next round automatically each time someone completes it — you won't have to reassign it by hand.
Can two people have the same name? Yes. TrainGrid never merges people by name. Two employees named "John Smith" stay completely separate, each with their own training history — even during imports. Employee numbers or departments help you tell them apart at a glance, but they aren't required for this to work.
How do I give my auditor read-only access? Invite them with the Viewer (auditor) role. They'll be able to see everything they need — the matrix, reports, and the audit log — and export it, but they can't change any data. It's the safest role to hand to an outside inspector.
A certificate is expiring — what happens? As a certificate nears its expiry date, that training moves to due soon, and once the date passes it becomes expired, so the person no longer counts as compliant on it. TrainGrid surfaces these on the dashboard and matrix ahead of time so you can schedule retraining before anyone lapses.
Can I limit a supervisor to one site? Yes. When you invite or edit a member (Administrators and Managers can do this), assign them to specific location(s). From then on they only see and work with employees and compliance at those sites — the rest of the company is hidden from them automatically.
How do I brand the app with our colours? Administrators and Managers can set your accent colour under Admin → Settings. Pick your colour, preview it live, and save — the app shell updates to match, including your dashboard. This applies only to your organization.
Someone I invited can't do what I expected. Check their role against the permissions table — most surprises come down to the role. Also check whether they're limited to certain locations: a location-scoped member only sees their assigned sites. Administrators and Managers can adjust both the role and the location scope from the members list at any time.
Someone says they never received a reminder.
Open Admin → Email log and filter by Type = Alert with a From date covering the day in question. If their address appears with a Sent status, the email left TrainGrid — check their spam folder and any mail rules on their side. If it shows Failed, the reason is listed beside it. If they don't appear at all, the likely causes are that they weren't in that alert's recipient list, that they switched off their own email reminders from their notifications page, or that their location scope had nothing to report that day.
A row didn't import — why? On the Preview & import step, any row with a problem (a missing first or last name, an invalid email, or an unreadable date) is flagged and skipped rather than guessed at. Fix the flagged rows in your file and re-import — re-importing is always safe and won't create duplicates.
Exporting & printing
Almost everything in TrainGrid can leave the app as a spreadsheet or an audit-ready printout. Anyone who can Export data (every role except where you've turned it off) can do this.
You can download a CSV or print a clean, audit-ready document from:
- Assignments — the full list of assigned training, with any filters you've applied.
- Reports — every report can be exported and printed, including your custom saved reports from the report builder.
- Matrix — the training matrix (both the by-course and by-week views), exported as a spreadsheet that mirrors what you see on screen.
- Class roll — the sign-in / completion sheet for a course or session.
- Employee transcript — one person's complete training history.
- Audit log — the immutable record of who changed what and when.
Tip: Printed documents come out in a clean, landscape layout with repeating column headers on every page — ready to hand to an inspector or drop into an audit binder.
Keyboard shortcuts
TrainGrid is built to be driven from the keyboard. Press these anywhere in the app:
| Shortcut | What it does |
|---|---|
| Ctrl / Cmd + K | Open the command palette — jump to any page or search |
| Ctrl / Cmd + B | Toggle the sidebar (collapse or expand) |
| ? | Show the keyboard shortcuts dialog |
Tip: The command palette (Ctrl / Cmd + K) is the fastest way to get around — start typing a page name, an employee, or a course and press Enter.
Getting help
Need a hand? We're here to help. Email us at support@traingrid.app and a real person will get back to you. You can also reach the shortcuts and reference dialogs any time from inside the app by pressing ?, or by opening the command palette with Ctrl / Cmd + K and searching for what you need. TrainGrid lives at https://traingrid.app.