SUPPORT
Email support: support@xenmaya.com
Response time can vary based on support volume, issue complexity, and available capacity.
TCM is a Customer-controlled platform. In most cases, issues are caused by Customer configuration or the data entered by the organization administrator or workshop organizer. Your first point of contact should be the person or team responsible for entering and managing workshop and certificate information.
Important Support Notice
Training Certificate Management (TCM) is a Customer-controlled platform. In nearly all cases, issues experienced by users or attendees are caused by information entered by the organization or workshop organizer, configuration choices made by the organization administrator, or mismatches between what an attendee expects and what was configured by the Customer.
If you are an attendee/end user retrieving a certificate, do not email XENRYA support first. Contact your workshop organizer or organization administrator.
XENRYA, LLC does not issue certificates, verify attendee eligibility, or determine certificate content.
Who Should Contact Support
If you administer TCM for your organization and need help with platform errors, access failures not explained by permissions, subscription access problems, or suspected platform defects, contact support@xenmaya.com.
If you are retrieving a certificate or have questions about workshop details, codes, certificate accuracy, or eligibility, contact your workshop organizer or your organization administrator. They control the data entered into TCM and can correct it.
What to Include in a Support Request (Admins Only)
To reduce back-and-forth, include:
- Your role (Administrator / Authorized Contact)
- Your organization or tenant name
- The email address associated with your admin account
- A clear description of the issue (steps to reproduce)
- The exact error message (copy/paste if possible)
- Date/time the issue occurred (include your time zone)
- Browser and device details (desktop/mobile)
Do not send sensitive personal data.
Frequently Asked Questions (FAQ)
A1) I can’t log in. What should I check first?
- Confirm you are using the correct TCM login page.
- Confirm your email address and password are correct.
- Try a private/incognito window to rule out cached sessions.
- Ensure cookies are enabled for the site.
- Disable browser extensions temporarily and retry.
If the issue persists, contact your organization administrator. Administrators may contact support if needed.
A2) I forgot my password. How do I reset it?
If a password reset option is available on the login page, use it. Otherwise, contact your organization administrator.
A3) I can log in but don’t see expected features.
Access is role-based. If features are missing, your account may not have the required permissions. Contact your organization administrator to confirm your assigned role.
B1) How are subscriptions and billing handled?
Subscriptions, trials, renewals, and payments are managed through a third-party subscription and payment service selected by XENRYA, LLC. Billing status and access are tied to the organization’s subscription, not individual users.
B2) Our subscription expired or access is limited. What now?
If a subscription lapses or payment fails, access may be restricted until resolved. Contact your organization administrator to confirm subscription status. Administrators may contact support if billing access issues persist.
B3) We were charged but access doesn’t reflect the subscription.
This may occur due to delayed confirmation or account linkage issues. Organization administrators should contact support and include:
- Organization/tenant name
- Billing contact email
- Date/time of payment
C1) What is a workshop?
A workshop is a training event created by an organization or workshop organizer. Workshop details (title, date, codes, and certificate-related data) are entered and controlled by the Customer.
C2) What is an attendee code?
An attendee code is generated for a workshop and shared by the organization with attendees. It allows attendees to retrieve certificate information based on the organization’s configured workflow.
C3) An attendee code doesn’t work. Why?
In nearly all cases, this is caused by Customer-entered information or configuration. Common causes include:
- The code was mistyped by the attendee.
- The workshop organizer provided the wrong code.
- The attendee is entering information that does not match what the organizer entered or configured.
- The workshop is archived or configured to restrict access.
Attendees should contact the workshop organizer or organization administrator to confirm the correct code and expected input.
C4) Can attendee codes be changed?
Attendee codes are typically generated once to preserve auditability. Whether changes are possible depends on organization policy and platform capabilities. Administrators should contact support if a technical issue prevents intended behavior.
D1) Are certificates legally binding?
Certificates are informational by default. The issuing organization determines their legal or compliance significance.
D2) I can’t retrieve my certificate. What should I do?
Do not email XENRYA support for certificate retrieval issues.
Certificate retrieval depends on information entered by the workshop organizer and verification rules set by the organization. Contact your workshop organizer or organization administrator. They can confirm the correct code, expected inputs, and correct any underlying data issues.
D3) My certificate details are incorrect.
All certificate names, text, dates, layouts, and details come from Customer-entered data and Customer configuration. Contact your organization administrator or workshop organizer to correct the source information.
D4) Can certificates be deleted or corrected?
This depends on organization policy and configuration. The Customer controls certificate data and related actions. Contact your organization administrator.
E1) What data should not be entered into TCM?
Do not enter sensitive personal data not required by the Service, including:
- Social Security numbers
- Government-issued identification numbers
- Financial account or payment card information
- Medical or health-related information
- Biometric identifiers
E2) I suspect a security issue. What should I do?
Report the issue immediately to your organization administrator. The organization administrator can evaluate the situation and escalate to XENRYA support if necessary.
F1) Pages don’t load or behave oddly.
- Refresh the page
- Try another browser
- Disable browser extensions
- Clear site cache
If the issue persists, report it to your organization administrator. Administrators may contact support if needed.
F2) Dates or times look incorrect.
Workshop dates, times, and time zones are entered by the organization. Verify with the workshop organizer that the correct information was entered.
Support Boundaries
- XENRYA, LLC does not provide attendee certificate support.
- XENRYA, LLC does not verify training completion or eligibility.
- Most issues are resolved by correcting Customer-entered data or Customer configuration.
Administrators may contact support for platform errors, access failures not explained by permissions, subscription access issues, or suspected platform defects.
Contact Support (Administrators Only)
Email: support@xenmaya.com
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