Support

We support everyone who uses the SDS Consult platform — administrators, regional coordinators, SDS agents, facilitators/assessors, and registered tradespersons — across the website, the role-based dashboards, and the SDS Agent mobile app.

• App name: SDS Agent
• Publisher: SDS Consult, in partnership with CEA (Complementary Education Agency) Ghana
• Platforms: Android and iOS
• Who it is for: SDS agents and regional coordinators carrying out field registration of tradespersons and Master Craft Persons (MCPs)
• Requirements: an SDS Consult account issued by an administrator or regional coordinator, plus an internet connection to sign in and sync

Accounts are issued by SDS Consult — the app cannot be used with a self-created account. If you need access, contact your regional coordinator or email admin@sdsconsult.gh.

I forgot my password

Use Forgot password on the sign-in screen. A reset link is sent to your registered email address — check your spam or promotions folder if it does not arrive within a few minutes.

My one-time passcode (OTP) never arrives

• Confirm the email address and phone number on your account are correct and reachable
• Check your spam folder, and make sure your phone has network coverage for SMS
• Wait for the countdown to finish, then request a new code rather than requesting several in a row
• If codes still do not arrive, email us with the account email or phone number so we can check delivery

I'm locked out of multi-factor authentication (MFA)

If you have lost the device holding your authenticator app, email admin@sdsconsult.gh from your registered address. We will verify your identity before resetting MFA on your account.

I'm signed out unexpectedly

For security, sessions expire automatically after 24 hours. Clearing your browser cookies or reinstalling the app will also sign you out. Simply sign in again.

The SDS Agent app asks for a small number of device permissions, and only uses them while you are actively completing a form:

• Location (GPS) — captured when you tap "Get Current Location" to record a workshop, residence, or field-interview location during registration. There is no background location tracking.
• Camera — to photograph the tradesperson, their workshop, and supporting identification documents.
• Photos / storage — to attach an existing image or document instead of taking a new photo.

If a permission was denied by mistake, re-enable it for the SDS Agent app in your device settings (Android: Settings → Apps → SDS Agent → Permissions; iOS: Settings → SDS Agent). Denying location only disables automatic capture — you can still enter coordinates manually where the form allows it.

For the full detail of what is collected and why, see our Privacy Policy.

A registration will not submit

• Check that every required field is complete — incomplete forms are kept as a draft rather than submitted
• Confirm you have a working internet connection; drafts saved offline are synced automatically once you are back online
• Photos and documents can be slow to upload on weak networks — stay on the screen until the upload finishes

I can't find a registration I made

Registrations appear in your collections list once they have synced. If a record is missing, check that the app has finished syncing, then contact your regional coordinator — records are visible only to the agent who created them and the coordinators and administrators responsible for that region.

A tradesperson has not been scheduled for assessment

Assessments are scheduled by regional coordinators and carried out by assigned facilitators/assessors. The skilled person and the facilitator are notified by SMS once a date is set. If a registration has been waiting unusually long, contact your regional coordinator.

A payment was debited but not recorded

Payments are processed by Paystack. If money left your account but the registration or certificate still shows as unpaid, wait a few minutes and refresh — some confirmations arrive late. If it still has not cleared, email us the payment reference, amount, date, and the name of the registration involved.

My commission or wallet balance looks wrong

Commissions are credited once the associated payment has been confirmed. If a figure looks incorrect, send us the registration or transaction reference and we will trace it.

A withdrawal has not arrived

Withdrawals are paid out through Paystack to the payout account on your profile, and bank transfers may take a few business days. Confirm the account name and number on your profile are correct, then contact us with the withdrawal reference if the payout is still outstanding.

We never ask for your card PIN, CVV, or full card number — card details are entered directly into Paystack's secure payment interface. Treat any request for those details as fraudulent and report it to us.

Certificates issued through the platform carry a certificate number and a QR code. Anyone can confirm a certificate is genuine by scanning the QR code, or by entering the certificate number on our certificate verification page.

• A certificate is issued only after the assessment has been completed and the associated fee confirmed
• If verification returns no result, re-check the certificate number for typos before contacting us
• For a correction to a name, trade, or region printed on a certificate, email us with the certificate number and the correct details

You can review the personal information held on your account from your profile page, and request a correction, a copy of your data, or deletion of your account at any time.

To request deletion — whether or not you still have the app installed — email admin@sdsconsult.gh from your registered email address with the subject "Account Deletion Request". We verify your identity before processing. Some records, such as issued certificates and payment records we are required to keep, may be retained or anonymised rather than fully deleted. The full detail is in Section 10 of our Privacy Policy.

To help us resolve an issue quickly, email admin@sdsconsult.gh and include as much of the following as you can:

• Your name, role (agent, coordinator, facilitator, administrator), and assigned region
• The email address or phone number on your account
• Where the problem happened — the website or the SDS Agent app, and which screen
• What you expected to happen and what happened instead
• The date and time, and any error message shown, ideally with a screenshot
• For the mobile app: your device model, operating system version, and the app version
• For a payment issue: the payment or withdrawal reference and the amount

If you believe you have found a security vulnerability, please email us directly rather than posting the details publicly, and give us a reasonable opportunity to investigate.

• Privacy Policy — what we collect, how we use it, and your rights
• Terms of Service — the terms governing use of the platform
• About SDS Consult — who we are and how the accreditation process works
• Verify a certificate — confirm that a certificate is genuine