A quick guide to diagnosing display delays, project gaps, and platform updates.
Seeing an unexpected "Overdue" banner or incorrect status flag on The Platform can be frustrating. Don't worry—your progress hasn't vanished.
Platform data updates can occasionally hit a brief synchronisation lag. This guide helps you instantly distinguish between a harmless visual delay, an un-submitted project step, or an administrative error needing support.
Use the quick triage below to pinpoint your exact dashboard scenario, clear the technical noise, and find the fastest path to a resolution.
Quick Triage: Identify the Progress Issue
To find the right solution quickly, match the current dashboard view to one of these four scenarios:
Scenario 1: Completed tasks have checkmarks, but the main module banner says "Overdue." This indicates a temporary visual progress delay.
Scenario 2: All module activities are finished, but the module still shows as incomplete. This often means a related project assignment has not yet been fully submitted.
Scenario 3: Previously completed work has completely vanished, or a sub-task is permanently stuck on a red X. This points to a technical pathway synchronisation error.
Scenario 4: The profile dashboard displays an incorrect enrollment state (e.g., "Withdrawn" instead of "Paused") or incorrect attendance records. This indicates an administrative data error.
Scenario 1: Visual Progress and Synchronisation Delay
When finishing learning activities—such as completing readings or posting discussion board comments—individual tasks will show completion checkmarks. However, the high-level module overview may temporarily display a red validation mark or an "Overdue" banner.
This behavior is caused by a temporary display delay while The Platform updates progress records in the background. This progress display typically refreshes automatically within a short period. If individual tasks show completion checkmarks, your progress data is safe and you can confidently continue.
How to Refresh the Progress Display
Try forcing the dashboard to update immediately by using these standard browser steps:
Clear Browser Cache: Clear the internet browser history and cache files to remove old saved data.
Perform a Hard Refresh: Force a complete page reload by pressing Cmd + Shift + R on a Mac, or Ctrl + F5 on Windows.
Reset the Session: Log out of The Platform, close the internet browser window entirely, reopen the browser, and log back in.
Note: If the overdue banner is still showing after trying these steps, contact your coach directly—they can clear this persistent visual flag from their end.
Scenario 2: Un-submitted Project Assignments
Sometimes, a learning module will remain marked as incomplete even after finishing every individual reading and discussion post. This scenario occurs because The Platform links overall module completion directly to the final project submission.
Completing daily learning activities does not automatically submit your project. Both steps must be completed for the system to update.
Example: Completing all readings and discussion posts in Module 7 is not the same as submitting Project 7—both are required for the module to show as complete.
Make sure the final project file is completely uploaded and submitted. If you can't find your project or the submit button isn't visible, try scrolling down within the project page—the button is sometimes below the content area. If it's still not there, contact your coach. Once the project submission is finalized, the overall module status will update to complete.
Scenario 3: Technical Pathway Synchronisation and Data Failures
In rare instances, a structural data sync error can occur. This failure goes beyond a simple visual display delay. Symptoms include a specific learning item remaining permanently stuck on a red X despite multiple completions, or previously saved module progress suddenly resetting to zero.
This scenario indicates that a technical error occurred during a system update. Because this requires specialised backend tools to investigate, skip directly to the How to Escalate section below to contact Multiverse Support immediately.
Scenario 4: Incorrect Enrolment Status or Attendance Flags
Occasionally, the profile dashboard may reflect an incorrect enrollment state. For example, the profile might display a status of "Withdrawn" when the true state is a formal program "Pause." Similarly, an attendance record might show a missed session for a class that was actually attended.
These administrative status errors are entirely separate from visual display lag or module tracking issues. Because these data points impact official apprenticeship compliance records, they cannot be modified by a coach. Skip directly to the How to Escalate section below to route this issue to Multiverse Support for administrative adjustment.
How to Escalate
For Progress and Deadline Issues (Scenarios 1 & 2)
Contact your coach first for any individual issues regarding assignment pacing, visual banners, or deadline dates. The coach is responsible for managing and updating individual assignment deadlines.
Note: If the deadline issue affects your whole cohort, or your dates didn't reset correctly after a deferral or cohort move, contact Multiverse Support directly rather than your coach.
For Technical Errors and Status Blocks (Scenarios 3 & 4)
Open a support ticket with Multiverse Support immediately. Do not wait for coach intervention for missing data, stuck red Xs, incorrect enrollment statuses, or attendance errors, as these require direct technical team access.
Resolution timelines for data sync errors can vary—Support will confirm priority based on whether the issue blocks your overall progress.
Information to Include in a Support Ticket
To ensure quick resolution, include the following details in the support request:
The exact name of the affected module or project.
The specific cohort code.
A clear description of the actions completed and when the issue started.
A full-screen screenshot showing the incorrect progress indicator, red validation mark, or error message.
Frequently Asked Questions (FAQs)
Questions | Answers |
Question: Why does my module progress show as overdue when I have completed all the individual activities? | Answer: This is typically a temporary display delay on the dashboard that usually clears itself after a short processing period, or it means the linked final project has not yet been submitted. |
Question: Who should I contact if my project deadline needs to be extended or updated? | Answer: Contact your coach directly—they're responsible for managing and updating your assignment deadlines. |
Question: What should I do if my dashboard shows 'Withdrawn' but I'm actually on a Pause? | Answer: Open a service request ticket with Multiverse Support immediately, as this administrative data error cannot be fixed by a coach. |