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Why can't someone complete an assigned Account Induction?

Work through the most common reasons an Account Induction won't save or submit, on either platform.

This usually comes down to one of a few things affecting the worker completing it: a lost connection, a disabled account induction, or trying to complete it somewhere SiteConnect doesn't support, such as the kiosk. Rarer causes include an induction with no modules to work through yet, and confusion with one that's already been submitted.

At a glance

For

 Company administrators and site managers
Platform Web Portal and Mobile App
Applies to All regions
Time to Read About 4 minutes
You'll learn how to

• Rule out the most common blockers.
• Tell a saving problem from a submitting problem.
• Know when to contact Customer Success instead of continuing to check.

Checks to complete 

Does the worker have a live internet connection?

Inductions aren't cached for offline use, so both loading content and saving an answer need a signal. A dropped connection partway through a module can look like the induction is refusing to save.

Is the induction still enabled?

Turning an induction off hides it from everyone it's assigned to, though nobody's progress is lost. Check the Enabled column on the inductions list — No in red means the induction isn't visible to the worker at all right now.

image_2026-09-04_151809341

Can the worker find the Account Induction

In the Mobile App, the worker can find an assigned Account Induction from:

  • The Tasks widget in the App Homes Screen, which displays the number of incomplete Account Inductions, such as “1 incomplete Account Induction”.
  • Account Inductions in the top right side menu.

Workers will usually complete Account Inductions in the Mobile App, but they can also complete them in the Web Portal. If the My Inductions widget is not displayed on the dashboard, the worker can add it:

  1. Select + in the top-right corner of the dashboard.
  2. Add a row with one column.
  3. Select the chart option for the new row.
  4. Select My Inductions.

The widget then displays the Account Inductions assigned to the worker.

Has the worker saved their progress? 

SiteConnect saves progress separately for each module. In the Web Portal, select Save Answers. In the Mobile App, tap Save & Continue. Any answers entered but not saved will be lost.

When a worker reopens an induction, it starts at the first module. Their saved answers remain, but they must move forward through the modules to return to where they stopped.

Modules follow a fixed order: Introduction, each content section and then Questions. Use Next and Back to move between modules in the Web Portal. In the Mobile App, swipe between modules or tap Previous to return to the preceding module.

On Mobile, Back and Previous perform different actions. Tapping Back exits the induction and displays an Induction Not Completed warning. It does not save any unsaved answers in the current module.

Are all modules marked as Saved? 

In the Web Portal, every module must display a Saved badge before the induction can be completed. Once all modules are saved, select Submit Answers.

If the induction still appears as outstanding, the worker may have saved each module without completing the final submission. They must select Submit Answers in the Web Portal or Save & Close on the final module in the Mobile App.

Note

Nobody fails an induction — there's no score or pass mark, and SiteConnect never rejects the answers a worker saves. 

Is the worker using a kiosk? 

Account Inductions cannot be accessed or completed from a kiosk. The kiosk’s Hazards & Risks screen is separate sign-in content that workers acknowledge when entering the site. It does not contain modules or have its own completion status.

The worker must use the Mobile App or Web Portal to complete an Account Induction.

Does the induction contain any modules? 

If an enabled Account Induction contains no modules, the worker sees a message stating that there is nothing to display. An administrator must add at least one module before the induction can be completed.

Has the worker already submitted the induction? 

Once an Account Induction has been submitted, its answers cannot be changed. If a worker is trying to correct an answer, check whether their status already shows as Completed.

Warning

Resetting account induction statuses returns every assigned worker to Not Started and cannot be undone. Confirm that everyone’s status should be reset before continuing.

Resetting account induction statuses is the only way to allow workers to complete the induction again. If the induction is disabled when the changes are saved, the reset is not applied and no message is displayed.

Does the Account Induction Report show their progress?

A worker’s module progress may be saved, but their status in the Induction Report remains Not Started until they submit the entire induction. A worker who is partway through can therefore still appear as Not Started which displays as a red cross icon in the employees and contractor employees tab.

Result 

Once the issue is resolved, the worker can save every module and complete the induction by selecting Submit Answers in the Web Portal or tapping Save & Close on the final module in the Mobile App.

Their status then changes to Completed in the Induction Report.

Completed in the Induction Report

When to contact SiteConnect Customer Support

If the worker still cannot complete the induction after you have completed these checks, contact SiteConnect Customer Success and provide the worker’s name and the name of the induction.