5. MA Online 2 Frequently Asked Questions

Do I need a username/password for each Certification Body that I use?

 

Yes you will need individual username / passwords for each Certification Body that you work with. The usernames have to be unique for security purposes as each of them gives you access to a specific part of the MA Online system.

 

Currently the system is not designed to facilitate a single login function. However, this is something that is being considered for future updates of MA Online.

 

There are several people in my organisation who need access to MA Online 2, do we all need to register?

No, only one person per Training Provider, College or Employer (known as a “Centre”) needs to register. They will be set up as an Administrator account for the organisation. They will be issued with an MA Online username and password. The Administrator (super user) will then be able to create and manage individual username/passwords for other users within their organisation.

I need to create more users but the system won’t let me.

The system defaults to a maximum of 5 users per training provider account. If you require more users to be set up then please contact the relevant Certification Body to request an increase in the number of users you can create.

I haven’t received my username and password.

The Certification Bodies are responsible for registering Centres on MA Online 2 and issuing them with usernames and passwords. If you are yet to receive your username and password, and have submitted a registration request, then please contact each Certification Body directly for an update.

I’ve forgotten my username.

Either the MA Online 2 Support Team or your Certification Body will be able to advise you of your username.

 

For details of MA Online 2 contacts in any of the Certification Bodies, then please click here.

 

Or contact the MA Online 2 Support Team on 0844 326 7566 or maonline@fisss.org

I’ve forgotten my password.

You will need to contact the relevant Certification Body if you have forgotten your password as MA Online 2 doesn’t record these and a new one will need to be set.

 

For details of ACE contacts in any of the Certification Bodies, please click here.

Can I change my password?

You will need to contact the relevant Certification Body if you have forgotten your password as MA Online 2 doesn’t record these and a new one will need to be set.

 

For details of MA Online 2 contacts in any of the Certification Bodies, please click here.

What is your Customer Service Charter?

Support provided to our customers by the Federation and our network of Certificating Bodies (CBs) is crucial for the long term health and quality of the Apprenticeship Certification service.

 

This Customer Charter sets out minimum levels of service that apprentices and claimants can expect from the Federation and our network of CBs that process claims.

 

It sets out our joint commitment to make the process of applying for an apprenticeship completion certificate as efficient as possible, underpinned by timely and effective communication and support.

 

The effectiveness of this charter will be measured by customer surveys, the number of appeals / complaints, timely certifications and rejection rates.

 

We commit to:

 

  • certification decisions in line with Federation Policy, Framework requirements and the ASCL Act.
  • identifying all reasons for rejection at each “pending certification” stage
  • reducing rejection rates by making the application process as clear and accessible as possible
  • process certification claims within 10 working days
  • responding to phone, email and system messages within 48Hrs (within business hours)
  • completing appeals and complaints within 15 days
  • publish information on how to contact the Federation or a CB to discuss certification claims.
  • publish information for making an appeal against a rejected claim
  • publish the process for making a complaint about a CB or the Federation.

 

Our expectations of organisations that use our certification services:

 

  • development of knowledge and expertise in the claim process
  • claims that are ‘right first time’
  • understanding framework requirements at the start of training so that the correct evidence is available at certification
  • clear presentation of evidence in certification claims.

Previously I have been able to log in but now I am getting an error message saying:- “Login Failed”.

If you have been issued with a username and password and have previously been able to access MA Online 2 but can no longer log in, then you may have made a mistake typing in your details. Please re-check and try again.

 

If you continue to have problems then this may be because your MA Online 2 account has been disabled.  This could be because you have updated your contact details or a Certification Body needs to confirm something with you before proceeding with the certification process.

 

Please contact the relevant Certification Body directly to discuss further.

Previously I have been able to log in but now it clears my username and password without displaying an error message.

As the MA Online 2 system is updated on a weekly basis we recommend typing the https://acecertsonline.co.uk URL into the address bar of your browser every time you want to access MA Online 2. Often when you save the URL in your favourites tab, or try accessing MA Online 2 from a link in an e-mail, your computer will try to access an older version of the system. Please clear your cookies and cache from your browser and try opening MA Online 2 again.

 

If you continue to have problems logging in then please check your computer MA Online 2 compatibility here.

And if problems persist then please contact:

The MA Online Support Team on 0844 326 7566 or maonline@fisss.org

I log in and the screen is blank.

Your firewall is blocking access to the website; you will need to update settings to allow access and add MA Online 2 to your whitelist.

 

If you continue to have problems logging in then please check your computer MA Online compatibility here.

 

If problems persist then please contact the MA Online Support Team on 0844 326 7566 or maonline@fisss.org

I cannot login to MAv2, Why?

Has your Centre been issued with login details from the SSC you are trying to login with? If not, please submit a centre request via this form. The SSC will issue login and password details.

 

If you do have login details you may need to check your version of the software IE, Chrome or Firefox. Please clear browser history and cookies and check with your IT department regarding Firewalls. If you are receiving an error message please email it to the MA helpdesk at maonline@fisss.org and we will look into it.

Can I transfer candidates from one centre to another on MA2?

Yes, please provide all the candidate details in an email to maonline@fisss.org

How quickly do we need to register Scottish Candidates on MA Online?

Within 4 weeks of the candidate registration with Skills Development Scotland (SDS). If it is more than 4 weeks an explanation note should be added to MA Online so SDS can see the reason for a late registration when they audit.

How long does it take to get a certificate?

The service standards set by the MAG group are 10 days but each SSC is different. Please contact the Certification Body directly.