Why Is the Name Change Not Reflected on the PDF Download of the Recipient’s Credential?

If you have approved a name change request but it is not reflected on the PDF of the credential, here is what to do.

Why Is This Happening?

This problem is being caused by the internet browser's cache. When your recipients click 'Download PDF' now their browser is choosing to re-download the version of the PDF that it saved in its cache before changes to the certificate were made, instead of properly downloading the new version of the certificate. 

How Do I Fix It?

This can easily be fixed: Your recipients will need to go to their internet browser's settings and empty its image and PDF cache. When the recipient next downloads the PDF, it will appear correctly.

The instructions on how to do this for various internet browsers can be found below:

Chrome
  1. On your computer, open Chrome.
  2. At the top-right, click More .
  3. Click More tools. Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Next to 'Cookies and other site data' and 'Cached images and files', tick the boxes.
  6. Click Clear data.

Firefox

  1. In the Menu bar at the top of the screen, click Firefox and select Preferences. ...
  2. Select the Privacy & Security panel.
  3. In the Cookies and Site Data section, click Clear Data….
  4. Remove the check mark in front of Cookies and Site Data. ...
  5. With Cached Web Content check marked, click the Clear button.
  6. Close the about:preferences page. Any changes you've made will automatically be saved.

Microsoft Edge

  1. Open Microsoft Edge, select Menu (3 dots icon on top right corner of the browser) > Settings > Privacy & services.
  2. Under Clear browsing data, select Choose what to clear.
  3. Select 'Cached images and files' and 'Cookies and other site data' check box and then select Clear.

Safari

  1. Open a new browser window.
  2. Choose Safari.
  3. Click 'Clear History'. 
  4. Choose the drop-down menu. 
  5. Select 'all history'.
  6. Click 'Clear History'.

IMPORTANT NOTE:

In some rare instances, it can take up to 24-48 hours for the change to be reflected on the PDF. If the issue persists after the recipient clears their cache, and 24-48 hours has passed, please contact support@accredible.com

 


Has this article helped you? Let us know!

If you would like to tell us about any improvements you feel could be made to this page, you can email us at support@accredible.com.