This guide is for course providers whose learner (a student or delegate) has failed a quiz or test in an online lesson, has used all their attempts or cannot move on to the next lesson (module). It explains why the learner is stuck and the ways you can let them continue.
Short answer: Cademy has no button that resets one learner's quiz attempts. You can give learners more attempts by changing the quiz's retake setting, mark the learner's latest attempt as passed, or mark the lesson Completed on their Registration. If none of these fits, contact Cademy Support.
Attempt: one set of quiz answers the learner submitted.
Registration: the learner's place on the course. Quiz attempts and lesson progress are saved on the Registration.
Why a Learner Who Failed a Quiz Can't Retry or Continue
What the learner sees under the quiz tells you why they are stuck:
You have reached the maximum number of allowed retakes, followed by the limit and Please contact the course provider for assistance. The learner's failed attempts have reached the limit set under Allow Retakes. The limit counts every failed attempt, including the first. For example, Up to 3 means three failed attempts in total.
You have already submitted answers and resubmissions are not allowed. This means Allow Retakes is switched off for this quiz, so the learner has one attempt only.
Answers Submitted and Someone will mark them shortly. The quiz is marked manually and the attempt is waiting for a person to mark it. The learner cannot answer again until it is marked.
The lesson button reads Complete Quiz to Continue, and later lessons show Complete the previous lesson to unlock this lesson. The quiz has Required to Complete the Lesson switched on, and the learner's latest attempt is not a pass. Later lessons stay locked until this lesson is completed.
If a later lesson instead says when it will become available or open, it is waiting for its release date, not for this quiz.
To see the learner's attempts and results first, open the course in the Admin Dashboard, select Progress and select the quiz beneath its lesson. The Out of retakes label shows learners who have no attempts left. See View Quiz or Test Results and Mark Answers.
Give Learners More Quiz Attempts (Allow Retakes)
Raise the retake limit when the learner should try the quiz again. You need System Admin or Course Owner access to edit the course. The change applies to every learner taking this quiz, not only one learner.
Go to admin.cademy.io and select Courses. Open the course and select Edit Course.
Open Contents, open the lesson that contains the quiz and select Edit Quiz on the quiz card.
Select Quiz Settings. Under Attempts, switch on Allow Retakes if it is off.
Choose a higher limit, such as Up to 5, or Unlimited. Select Done.
Select the main Save.
Ask the learner to reload the lesson. If their failed attempts are now below the limit, they can answer the quiz again and select Re-submit Answers.
Earlier failed attempts still count. A learner with three failed attempts gets two more when you change Up to 3 to Up to 5. If you later lower the limit again, learners who have already reached it cannot try again.
For every quiz setting, see Add a Quiz to a Lesson.
Pass a Learner Who Failed the Quiz (Mark as Passed)
You can change the result of the learner's attempt to a pass, for example after checking their answers with them. This works for automatically and manually marked quizzes.
In the Admin Dashboard, select Courses, open the course and select Progress.
In the left outline, expand the section and select the quiz beneath its lesson.
Select the learner's row to open their submitted answers. Check that the newest attempt is shown. If you see an earlier attempt, select View Latest.
Check the answers, then select Mark as Passed.
Ask the learner to reload the lesson. Once the lesson's other required content is done, they select Complete & Continue, or Mark as Completed on the final lesson.
Mark the newest attempt. The learner's lesson unlocks only when their latest attempt is a pass. Marking an attempt from a manually marked quiz sends the learner a result email; an automatically marked attempt does not. For the full marking steps, see View Quiz or Test Results and Mark Answers.
Unlock the Next Lesson Without a Quiz Pass (Mark the Lesson Completed)
If the learner should continue without a quiz pass, mark the lesson as completed on their Registration. The next lessons then unlock for that learner only.
Open the learner's Registration. A System Admin can use the main Registrations page; other team members can open Courses, the course and Registrants.
Expand Progress, then the section containing the lesson.
Select the lesson's status badge and choose Mark Completed. The change saves straight away.
This does not pass the quiz, add a score or reset the learner's attempts. If it completes the whole course, it can also issue a certificate or CPD award and send completion emails. Read Reset or Correct a Learner's Lesson Progress before you make the change.
Does Re-Registering a Learner Reset Their Quiz Attempts?
Only for the new place. Quiz attempts and lesson progress belong to one Registration. If the learner books again (re-registers) or you add them to the course again, the new Registration starts with no quiz attempts and no lesson progress, so they must work through the lessons again. Their old Registration keeps its failed attempts.
The learner must open the course from the new place. In their account menu they select My Courses & Bookings. The course then appears twice under Your Courses. For an on-demand course, the new place shows Not Started until they begin; for a dated course, check the date shown. A link from an earlier email, or the older card, opens the old place, which still shows the maximum-retakes message.
If the course is set to Prevent duplicate registrations, the learner cannot book it again through checkout while their first place is current, but your team can still add them.
In most cases, giving more attempts or marking the attempt as passed is simpler than a second place on the same course.
Ask Cademy Support About a Quiz Reset
If none of these options fits, email support@cademy.io for advice. Include the course, lesson and quiz name, the learner's email address and their Registration reference. Do not send the learner's answers unless Cademy Support asks for them.
Frequently Asked Questions
Why does the quiz say 1 retake allowed, but the learner cannot try again?
With Up to 1, the limit is one failed attempt in total. After the first failure, the learner has no attempts left, even though the quiz header reads 1 retake allowed. Choose Up to 2 or more to allow a second try.
Does Mark Not Started reset the learner's quiz?
No. Changing a lesson's status on the Registration does not remove quiz attempts or scores.
Can I stop learners getting stuck on a quiz in future?
Yes. Choose a higher retake limit or Unlimited, and switch on Required to Complete the Lesson only when learners must pass before moving on. See Add a Quiz to a Lesson.