Frequently Asked Questions

Who can create an account?

Only an authorised administrator can create a portal account. Public self-registration is not available. After creation, the user normally receives an email link to set a password.

What does the Platform verify?

It searches a connected education-record source using the supplied student and institution details. It can show a unique matching record and generate a verification certificate, but it does not award degrees or let ordinary users edit official school records.

What information is required for a search?

Surname, first name and an institution selected from the lookup are required. Other name, course, qualification and session/year are optional but help narrow an ambiguous result.

When is a credit charged?

One credit is charged when a search returns exactly one match. For a no-result record request, one credit is reserved when you submit it: it is used if the team confirms the record and refunded automatically if the record is not found.

Are credits private to each user?

Usually no. Users assigned to the same company email domain share a company wallet, so one colleague’s purchase adds to it and another colleague’s successful search can reduce it.

What should I do if more than one result is found?

Refine the search by adding an other name, course, qualification or session/year. An ambiguous result is not charged.

What does “No Result” mean?

It means the connected source did not return a match for the information entered. It is not proof that the person never attended the institution or committed fraud. Check spelling, refine the search or submit a record investigation request.

How do I request an investigation?

After a no-result search, complete the request form with the full name, qualification, course, school and session. The support team reviews it and the portal/email notifies you when it is marked Found or Not Found.

What is a Not Found Certificate?

It records that a particular search returned no matching result. It is not a fraud finding. Download it promptly: the linked no-result search is normally eligible for cleanup after five days, which can remove the certificate record from the portal.

How long is a verification certificate valid?

The default is 365 days from the original search date, not from each download. The configured period may change, so always check the date shown on the certificate or public verification page.

Can I download an expired certificate?

An authorised company user can currently download it, but the public verification page marks it expired. Downloading or reissuing it does not make the verification current. Run a new verification workflow when current evidence is required.

How can another person verify a certificate?

They can scan its QR code or open its verification link, provide an email address and complete any required payment. Eligible administrator emails and registered company domains may receive exempt access.

How long does public verification access last?

The default access period is seven days for the same email and verification code. It may depend on browser session data, and the configured period can change.

How do I buy credits?

Use Top Up for an instant Paystack transaction or generate a manual invoice. A manual invoice adds credits only after an authorised administrator approves it.

What if payment succeeded but credits are missing?

Do not immediately pay again. Check Payment History and Wallet Transactions, keep the Paystack/payment reference and email info@socpbs.com with the reference and time of payment. Never send full card details.

Why is the branded certificate option unavailable?

It requires both a PNG company logo uploaded by an administrator and an enabled custom certificate template for the exact company domain.

Who can see my company’s portal activity?

Users on the same company domain may see company-scoped wallet activity, searches, payments, invoices and eligible certificates. Record-request lists are limited to the submitting user, while authorised admins can review all requests.

How long are searches and activities visible?

Recent activity logs and searches without a successful verification are normally cleaned after five days. Searches tied to successful verification certificates are retained to support those certificates.

Can I change my company or wallet by changing my email?

No. Editing the profile email does not automatically change the stored company domain or wallet assignment and also requires email re-verification. Contact an administrator for an organisational move.

Can an administrator set my password?

A Super Admin can set an immediate replacement password. Existing sessions and remembered-device credentials are cleared. The user should sign in with the temporary password and change it promptly. Other authorised admins may instead send a private password-reset link.

How do I report incorrect data or a privacy concern?

Do not alter a certificate. Email info@socpbs.com with the relevant reference, date and a concise explanation. Do not include passwords, recovery codes, full card details or unrelated personal data.

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