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

Identità's Pre-Departure Course page sends applicants to skillspass.org.mt. Use that website's portal links to register, pay and do the course steps. Certificate delivery is described two ways: Blockcerts in the Skills Pass FAQ, Hyland on the process page.

The Skills Pass registration page describes creating an account. Use an email address you can always access. That page says the registered email cannot be changed, edited or updated. Follow the official portal's instructions.

• Forgot your password. If the official login screen has a reset option, use it. If not, contact Skills Pass. This guide cannot recover your account.
• Account not activating. Check your inbox and spam folder, then contact Skills Pass. The registration page says accounts not activated within 24 hours are automatically deleted, and you must start again.
• Locked out after login attempts. Follow any instructions on the official portal, or contact Skills Pass. Its registration page gives no lockout time.
• Portal not loading or showing an error. Try another browser, clear your cache, or turn off browser extensions. If it still fails on other devices, contact Skills Pass and send the error message.

Identità describes two modules and 42 days for Part 1. The Skills Pass FAQ lists four online exams. The tourism process page gives 42 days for Phase 1. Ask Skills Pass which window applies to you. Things to try:

• Modules not loading. Try another browser or device. Turn off ad-blockers, which sometimes break e-learning sites.
• Progress not saving. Log out and log in again to see whether your progress was saved. If the portal says you have not started after you finished material, contact support and describe what you completed and when.
• Module marked incomplete although you finished it. Check the module's own completion instructions. If the status is still wrong, contact Skills Pass with the module name and what you completed.

The Skills Pass FAQ says Phase 2 follows Phase 1. Identità and Home Affairs describe a 20-minute live online interview at ITS or an authorised centre, plus an in-person check. The Skills Pass FAQ describes a 30-minute interview in person at VFS. They differ. Ask Skills Pass to confirm your length, place and format. For fee differences, see the cost breakdown.

• No slots available. Check again, or contact Skills Pass and explain your deadline. The Skills Pass FAQ does not say when new slots open.
• Payment not going through. Check whether the payment was recorded before you try again. If it keeps failing, contact Skills Pass with the error details.
• Booked the wrong slot. The Skills Pass FAQ gives no cancellation or rebooking rules. Contact Skills Pass quickly to ask for a change. It says refunds for withdrawals are “up to senior management discretion”, so contact them before the session, not after.

• Certificate missing after you passed. The Skills Pass FAQ says certificates are issued weekly through Blockcerts. The process page names Hyland. Ask Skills Pass about your delivery route and status.
• Your employer says the certificate is not valid. Share your official credential and ask Skills Pass how to verify it. The tourism certification page describes sharing a Blockcerts credential with employers.
• Lost access to the account where the certificate was stored. Ask Skills Pass about recovery. This guide cannot find or reissue certificates.

• You fail Phase 1. The Skills Pass FAQ describes two free tries, a paid third try, a one-month block after a third failure, then payment again. The tourism process page lists €100 re-sits. Ask Skills Pass about your account.
• You miss a completion window. Identità gives 42 days for Part 1. The tourism process page gives 42 days for Phase 1 and a 14-day extension for €50 once it has expired. Ask Skills Pass which window and extension apply to you.
• You want to withdraw before you finish. Refunds for withdrawal are “up to senior management discretion”. A refund is not guaranteed. Contact Skills Pass before you withdraw to find out where you stand.
• Your employer changes between registration and certificate. Ask Skills Pass whether any details need updating. The registration page describes candidate registration and has no step for an employer change.