Pre-Departure Course portal problems — common issues and what to do

Start here: the registration portal

The Pre-Departure Course is booked and completed through the Skills Pass portal at skillspass.org.mt. If you cannot find a registration page or login, that is the correct starting point — there is no separate Pre-Departure Course website or app. Everything from account creation to certificate download happens through the same portal.

If you are visiting for the first time, you will need to create an account before you can book. Look for a “Register” or “Create account” button on the portal homepage. Use an email address you have reliable access to — it is where booking confirmations and your certificate will be sent.

Account and login problems

• Forgotten password — use the “Forgot password” or “Reset password” link on the login page. The reset email may take a few minutes to arrive; check spam if it does not appear.
• Account not activating after registration — check your inbox and spam for an activation or verification email. Without activating the account, you will not be able to log in. If no email has arrived after 15 minutes, the Skills Pass portal has a support contact route — use it to request a resend.
• Locked out after too many login attempts — wait 15– 30 minutes before trying again, or use the password-reset flow to set a new one. If the account remains locked, contact the Skills Pass team directly.
• Portal not loading or showing an error — try a different browser (Chrome or Firefox), clear your cache, or disable browser extensions. If the problem persists across devices, the portal may be undergoing maintenance; try again after an hour.

Phase 1 — online modules

Phase 1 consists of two mandatory online modules that you can complete from anywhere. Once you begin, the official guidance states you have up to 42 days to finish. Common problems at this stage:

• Modules not loading — try a different browser or device. Disable ad-blockers, which occasionally interfere with e-learning platforms.
• Progress not saving — log out and log back in to check whether progress was recorded. If the portal shows you as not having started after you have completed material, contact support with a description of what you completed and when.
• Module marked incomplete despite finishing it — some e-learning platforms require you to click through all slides or reach a specific end screen. Scroll through or replay the module and ensure you reach the confirmation screen at the end.

Phase 2 — live interview booking

The interview (Phase 2) must be booked after completing Phase 1. It involves a live session described in official sources as being conducted at “ITS Malta and/or authorised Global Assessment Centres.” The Phase 2 booking fee is separate from the Phase 1 fee — see the cost breakdown for the full figure breakdown.

• No slots available — slots are released in batches. Check back in a few days. If you have an urgent permit deadline, contact the Skills Pass team and explain your timeline.
• Payment not going through — try a different card or browser. If the payment page is not loading, the portal may have a temporary technical issue; try again after clearing your cache or using a different device.
• Booked the wrong slot — cancellation and rebooking policy is not fully published. Contact the Skills Pass team as soon as possible to request a change. The official FAQ notes that refunds for withdrawals are “up to senior management discretion” — so contact them before the session, not after.

Certificate problems

• Certificate not in my account after passing — log back in and check your profile or certificates section. Digital certificates sometimes take 24–72 hours to appear after a result is confirmed. If more than a week has passed, contact the Skills Pass team with your booking reference.
• Employer says the certificate is not valid — the certificate should be verifiable through the portal where it was issued. Share the official digital document, not a screenshot. Official sources describe the certificate as coming from a “secure document and credential management system” — if your employer cannot verify it, direct them to the official Skills Pass portal for verification.
• Lost access to the account where the certificate was stored — contact the Skills Pass support team. They can confirm your record and reissue access. This guide cannot retrieve or reissue certificates.

Frequently asked questions

I registered but never received a confirmation email. What should I do?

Check your spam and junk folders first — automated emails from booking platforms often land there. If nothing appears after 30 minutes, log back into the Skills Pass portal and check whether your booking shows as confirmed in your account. If it does not, the booking may not have completed and you may need to repeat it. If the booking appears confirmed but no email has arrived, contact the Skills Pass team directly through the official portal.

I can't find any available Phase 2 interview slots. What does that mean?

Slots are released in batches and do fill up quickly, particularly before Single Permit application deadlines. The official guidance says Phase 2 must be booked and attended after completing Phase 1. If no slots appear, log back in after a few days — new slots are added periodically. If you have a confirmed permit deadline, contact the Skills Pass team to explain your timeline.

I passed the course but my certificate has not arrived. How long does it take?

The official sources describe the certificate as a digital document. Processing time after passing is not precisely stated in published material. If more than a week has passed since you were told you passed, contact the Skills Pass team through the official portal. Have your booking reference and the date you completed the interview ready.

I lost access to the email address I registered with. Can I change it?

Account management, including email changes, must be handled through the Skills Pass portal directly. The portal has a support or contact route for account access issues. This guide cannot access, modify, or recover your account.

I need my certificate urgently for a visa appointment. What is the fastest route?

Contact the Skills Pass team through the official portal as soon as possible and explain your deadline. This guide cannot expedite processing — only the Skills Pass team can do that. If you have not yet started the course, be aware that Phase 1 alone takes up to 42 days to complete, so factor that into your timeline.

Contact the Skills Pass team directly

This guide explains what the portal is supposed to do and what the official published rules say — but it cannot fix technical problems, recover accounts, or expedite certificates. For any issue that is not resolved by the steps above, the Skills Pass team is the right contact.