Essential Troubleshooting Tips for the NAE Console

Check out the troubleshooting tips below for your reference

From your inbox, open the email from do-not-reply@getcredentia.com welcoming you to the new platform.
Click on the link in the body of the email to activate your account.
When you are directed to the website for the ﬁrst time, you will be required to create a new password. The password should have a minimum of 14 characters, a special character, a number, a lowercase letter, and an uppercase letter.

Tap on the Forgot Password link on the login page.
Enter your registered email address and click Submit.
Check your email for a code to reset the password.
Enter the code on the Credentia website and create a new password.
Remember – the password should have a minimum of 14 characters, a special character, a number, a lowercase letter, and an uppercase letter.
If you did not receive the email, check your spam folder or check that you entered the correct email address.

Refresh the page by tapping the refresh icon in the Chrome browser.
Check your internet connection; ensure you have a stable Wi-Fi or mobile data connection. You can also use your phone’s hotspot if you prefer.
Clear the browser's cache:
- Tap the three dots in the top-right corner of Chrome, then go to Settings > Privacy and Security > Clear browsing data.
- Select Cached images and ﬁles and tap Clear data.
Restart your Samsung Galaxy Tab and log in again.

Make sure the screen isn’t locked; tap elsewhere on the screen to ensure its responsive.
Close and reopen the Chrome browser, then navigate back to the Credentia website.
Clear the browser's cache:
- Tap the three dots in the top-right corner of Chrome, then go to Settings > Privacy and Security > Clear browsing data.
- Select Cached images and ﬁles and tap Clear data.
- If the issue continues, open the browser in incognito mode and login. Tap the three dots in the top-right corner of Chrome and select New Incognito Window.
  - Open the Chrome browser on your device.
  - Tap the three vertical dots (menu) in the top-right corner of the screen.
  - Select New Incognito Tab from the dropdown menu.
  - A new window will open with a dark theme and a message that reads, “You've gone incognito”

When you receive a pop-up to allow camera access, tap Allow.
If you didn’t see the pop-up or need to enable the camera manually:
- Tap the lock icon in the address bar of Chrome on the Credentia platform page.
- Select Permissions, then Camera, and choose Allow.
Ensure no other apps are currently using the camera, as this might block Chrome from accessing it.

Manually type in the Tracking Number from the package cover, or the Booklet ID number from the answer sheet. Ensure the Booklet ID on the candidate tile matches the Booklet ID number written on the answer sheet.