Support

Help for Primex administrators running the Academy — platform issues, data corrections, and integration questions.

Open an internal ticket

Routed to the Primex IT / platform team via ClickUp.

ClickUp internal-support form embeds here

In the live platform the Primex IT intake form is embedded here, pre-filled with the admin's identity and the screen they came from.

Admin how-tos

A completion didn't sync from Moodle
Check Configuration → Failed Moodle Handoffs, then use Transcript Administration → Trigger Course Completion.
A user has two accounts
Use Members → Merge Tool to consolidate transcripts onto the surviving account.
Reissue a certificate
Configuration → Transcript Administration → Regenerate Certificate (audited).
Retire or replace a Course
Catalog → Course Lifecycle → Retire & Replace, with an optional replacement Course.

Primex IT

For urgent platform outages, call the IT line listed in the staff directory.

Integration status