Below you will find answers to the most common questions we are asked by Exams Officers and Administration Staff.
Is there a deadline for registering my learners?
35 calendar days from the start date of the course for short courses (defined as 15 weeks or fewer) and 84 Calendar days for longer courses. For Access to Higher Education Diplomas, you must register 42 days from the start date of the course.
An additional fee will apply to all registrations received after these deadlines.
Full details can be found in the Fees and Charges section of our website.
How do I log-in to QuartzWeb?
To log in to the Online Registration & Awarding system – click the following link for guidance:
How do I request a new QuartzWeb password or change the existing one?
The following link will guide you through requesting a new or changing your existing password:
I have incorrectly registered my learners; how do I transfer them to a correct level / qualification?
In the first instance, you will need to register the learners with the correct qualification at your earliest convenience.
Then a cohort removal request form will need to be completed to formally request the removal of learners from any erroneous cohorts registered on our database. A link to the cohort removal guidance and form can be found using the link below
Please note – Registrations that have already been invoiced are non-refundable. Any credit for registrations made in error will be made at the discretion of Gateway Qualifications.
How do I update a failed Unique Learner Number (ULN) validation?
Should you detect an inaccurate ULN contact registrations@gatewayqualifications.org.uk with the learner ID and what the ULN should be and our Customer Excellence Team will update the record.
How do I withdraw a learner?
Please note – All learner registrations submitted to Gateway Qualifications will be charged in accordance with our charges policy and are non-refundable.
The withdrawal function will only remove the learner from your RAC and does not remove the learner from our database. The following link will show you how to withdraw a learner:
How do we add additional qualifications to our provision?
Please apply additional qualifications by completing the Apply to Run a Qualification form, a link to the page is provided below:
Where can I locate the prices for the Registration/Certification?
All information can be found within the Fees and Charges section of our website.
Where can I locate the Unit Outcomes/Assessment Criteria information?
This information is provided within each individual qualification page on our website. Ensure to select the Structure and Unit Details Tab and then select click here to view full unit details button to see the outcomes and criteria on each unit.
You can search for specific qualifications by typing in part of the title of the qualification into the search box located on the Qualifications page. A link to the page is provided below:
How can I check if my learner is already registered?
Full guidance on how to search cohorts and learners can be found using the link below:
Can I add a learner to an existing cohort?
No – You will need to register the learner on an individual cohort.
I have registered an individual learner on the wrong qualification, am I able to transfer the learner onto the correct qualification?
No – the learner will need to be withdrawn from the incorrect cohort and registered under the correct qualification individually. If the cohort end date has passed, please email registrations@gatewayqualifications.org.uk with the request to extend the cohort to enable you to withdraw.
Guidance on how to withdraw a learner can be found using the link below:
How do I download and complete the learner registration form?
To register learners, you are required to download and complete a ‘Standard Registration’ submission form. Full guidance can be found using the following link:
Registering Learners – Downloading and Completing the Learner Registration Form
How do I upload the learner registration form?
Full guidance showing you how to upload the learner registration form can be found using the following link:
Registering Learners – Submitting the Learner Registration Form to Create a New Cohort
How do I upload the learner registration form for Access to HE courses?
Full guidance showing you how to upload the learner registration form for Access to HE courses can be found using the following link:
Access to HE – Submitting the Learner Registration Form to Create a New Cohort
The qualification I need to select is not appearing on my dropdown list?
The qualification may need to be added to your portfolio. In order to apply, you will be required to complete a Qualification Approval Form. A link to the form is provided below:
If you have already applied, the qualification should be visible, please contact us immediately to investigate further.
How do I select units at registration?
Full guidance showing you how to select units for a cohort at the initial registration stage can be found using the following link:
How do I select units for the RAC at a later date?
Full guidance showing you how to select units post registration can be found using the following link:
Registering Learners – Selecting Units at a Later Date
The ability to add units ends once the cohort end date has passed. Therefore should you need a cohort extended please email registrations@gatewayqualifications.org.uk
How do I select units for Access to HE courses?
Important Information – Please read…
For Access to Higher Education, the specific units each individual learner is taking MUST be specified. Once your learners have been registered onto the system by Gateway Qualifications you will receive an email notifying you of this, at which point you must log back in to the system and select the units for each learner.
Please be aware that you have a maximum of 12 weeks from the cohort start date, or until the UCAS application is made, whichever is sooner, to select which units each learner is taking before the system locks and will not allow that information to be entered. This is a QAA requirement and is essential to ensure your learners have the evidence they need to submit their UCAS applications.
Please allow sufficient time to enter this information when deciding when to submit your learner registrations to us, bearing in mind that registrations are NOT instantaneous – Access registrations require manual processing by Gateway Qualifications, which we aim to do as quickly as possible. Please contact us if your registration is approaching the 12 week cut off point and we will ensure your learners are processed as a priority.
Full guidance showing you how to select units for Access to HE courses can be found using the following link:
The learner has not achieved enough for the full qualification, am I still able to make a claim?
Yes – you can proceed with claiming for the units achieved and a unit transcript will be issued. If the learner later achieves all units for the full qualification, you can submit a new RAC and the full qualification certificate will be issued.
To check your initial unit selection are sufficient for the full qualification we recommend using our Rules of Combination Checker. Please use the guidance below on how to use this feature.
Use Rules of Combination Checker
How can I amend learner information that was made in error before certifications?
Please email registrations@gatewayqualifications.org.uk with the incorrect and correct details and we will make the amendments for you.
A learner has not achieved the expected certificate however the rest of the cohort have, how has this occurred?
Have the correct units been claimed? Please check the Report of Achievement (RAC) and ensure the Rules of Combination have been met.
We recommend using the qualification specification provided and Rules of Combination tool to establish the correct combination required.
If you still believe the claim is correct then please contact us and we will look into this for you.
How do I download the Report of Achievement or Completion (RAC) to claim certificates?
The following link will take you to the guidance which is applicable to all qualifications except
Access to HE:
Claiming Certificates – Downloading and Checking the Report of Achievement or Completion (RAC)
The guidance for Access to HE qualifications can be found using the following link:
How do I complete the RAC?
The following link will take you to the guidance which is applicable to all qualifications except Access to HE as the RACs for the qualifications look very different:
Claiming Certificates – Completing the Report of Achievement or Completion (RAC)
The guidance for Access to HE qualifications can be found using the following link:
Access to HE Claiming Certificates – Completing the Report of Achievement or Completion (RAC)
Why is QuartzWeb not accepting the RAC?
The system will not allow the upload of the same RAC document more than once as each document has a unique identification number – the system will only recognise and process a new RAC each time you need to submit results for the same cohort. Please refer to the following guidance for further information:
How do I upload the RAC to QuartzWeb?
Once all internal Quality Assurance processes have been completed and the RAC is finalised, the completed RAC must be returned to the Administration Contact to save for uploading. Please refer to the following guidance for further information:
Claiming Certificates – Uploading the RAC to QuartzWeb
Once the results are submitted, External Quality Assurer (EQA) or Access Centre Moderator (ACM) will receive an automatic email alerting them to the presence of an uploaded RAC that requires verification.
Gateway Assured Provision only – Verification of results by an EQA is NOT required for Centres using Gateway Assured provision. The submission and uploading of the RAC form is sufficient for certificates to be produced.
How do I check the progress of our Certificates?
Full guidance on how to track the progress of certificates can be found using the link below:
The tracking states 'Awaiting QA Verification', what does this mean?
This means the External Quality Assurer (EQA) / Centre Advisor or Access Centre Moderator is yet to verify the results.
Once certificates have been verified, eCertificates will be available to download within 5 working days and within 10 working days for physical copies to arrive. If you have been waiting some time for your certificates, please email quality@gatewayqualifications.org.uk
How can I check the units I have selected will meet the Rules of Combination?
The Rules of Combination (ROC) checker will review and evaluate the units you have selected for the learners. Full guidance on how to run the checker can be found using the link below:
We wish to issue eCertificates only, is this possible?
Yes, if you no longer wish to supply physical certificates to your learners, please ensure a senior staff member contacts us with this request and we will deactivate paper-based prints for your Centre.
How long should I retain learners' certificates for?
Centres may destroy any unclaimed certificates by a secure method (for example by shredding or incineration) after holding them for a period of 12 months from the date of issue.
A record of all certificates destroyed by a centre should be kept for a further period of four years from the date of their destruction.
For certificates issued for Access to HE Diplomas, please refer to A Quick Guide to dealing with Access to HE Certificates.
Are there specific requirements when posting/sending physical certificates to learners?
Please ensure you have up to date details for your learners including learner addresses. When posting certificates please ensure you have a return address to your Centre on the envelope and record any returned/undelivered certificates.
Further guidance can be found in our Centre Handbook.
How do I store and issue Access to HE Certificates?
As part of the requirement to comply with the new QAA Licence Criteria for AVAs, Access centres must have processes in place for the secure receipt and onward transmission of Access certificates and transcripts. The AVA will be checking that suitable processes are in place in all centres.
1. Centres should keep records of the receipt and onward transmission of students’ Access certificates and transcripts for a minimum period of 3 years.
2. Centres should have a secure and reliable process for the receipt, recording and onward transmission of Access Diplomas and achievement transcripts.
3. Centres must ensure that all Diplomas and transcripts are received by students within 30 days of receipt from the AVA. Any certificates not received or collected by students at this time must be returned to the AVA.
Centres will be asked to confirm that Diplomas and transcripts have been received from Gateway Qualifications and sent on to students (or collected by them). On receipt of the certificates by the Centre, the Access Certificate Receipt Form must be completed online and submitted to Gateway Qualifications within 5 working days.
A copy of the form can be found using the link below:
How do I schedule learners for external assessments?
Full guidance showing you how to schedule learners for external assessments can be found using the link below:
How do I access external assessment papers?
Full guidance showing you how to schedule learners for external assessments can be found using the link below:
How do I print the attendance register for an external assessment?
Full guidance showing you how to print the attendance register for an external assessment can be found using the link below:
How do I book resits for ESOL?
Resits for ESOL are submitted using the same cohort ID as the original registration. Full guidance showing you how to schedule learners can be found using the link below:
How do oI produce an ESOL Statement of Results Report?
Full guidance showing you how to produce an ESOL Statement of Results Report can be found using the link below:
How do I save a sound file for external assessment?
Full guidance showing you how to save a sound file for external assessment can be found using the link below:
How do I use the Surpass online system?
Administrator and Invigilator guidance on how to use the Surpass system can be found using the link below:
Surpass – Administrator and Invigilator Guidance for Centres
Please note – Instructions on how to register candidates and book online assessments using the Quartzweb system is provided in separate guidance:
How do we install SecureClient?
Guidance showing you the system requirements and how to install SecureClient (Surpass) can be found using the link below:
How do our candidates use the SecureClient system?
Full guidance on the candidate experience can be found using the link below:
How do I request a replacement certificate on behalf of a learner?
Please note – Gateway Qualifications will endeavour to issue replacement certificates achieved within the last 10 years only.
An online replacement certificate form will need to be completed. A link to the form is provided below. Guidance notes are provided when completing the form.
This form MUST only be completed by Gateway Qualifications’ Recognised Centres.
My learners name has changed since receiving their certificate, can the name be updated?
Certificates must reflect the legal name of the learner at the time of the award. We can only approve name amendments on certificates in the following circumstances:
- Obvious Spelling Errors
- Evidence can be provided that the name was changed prior to the original certification
- Gender Reassignment
- UK Protected Person Service Status
Where can I locate the information on Barred Units and Rules of Combinations?
The information is provided in the Qualification Specifications which are located on each of the qualifications’ pages. You can search for a specific qualification by typing part of the qualification title in the search box.
How can I check the units I have selected will meet the Rules of Combination?
The Rules of Combination (ROC) checker will review and evaluate the units you have selected for the learners. Full guidance on how to run the checker can be found using the link below: