Support Category: Transcript >> Transcript Inquiry


Specialist Notes:


There are some users whose Transcript records aren’t showing since the system migration to Cornerstone.

Escalate the needed information to their Key User: 

  • UserID (email)
  • Location
  • Name of Course/Material/Video
  • Date (or Month) of Completion


NOTES FOR TICKET PROCESSORS!


If this is a request from the user, use the SR to gather the necessary information.


Standard Response:


Thank you for reaching out regarding your Royal Canin Academy account.

We recently identified an issue affecting some migrated users whose accounts were incorrectly deactivated and anonymized. This occurred because the system was still referencing the previous platform’s login date.

While we’ve corrected this logic to prevent any future impact, some learning objects completed between December 2024 and September 2025 may not appear on your transcript.

We can assist you in updating this information on your account if you provide us with the following details:

  • User ID (email):
  • Location:
  • Name of Course/Material/video:
  • Date (or month) of Completion: