SuperHost® Partner FAQs

A: To set up a class, please follow these steps:

1. Complete the SuperHost® Course Information Form at least 3 business days before your class date.
2. Wait for a confirmation email from go2HR – this will confirm that your class has been set up in the LMS and will include detailed instructions on the next steps.
3. Upload your student list in the LMS (see Q3 for details on how to do this) ideally before class. If you upload on the day of the class, set aside time to help learners create/verify LMS accounts and sign in.

A: The form is available in your SuperHost® Trainer’s Account under SuperHost® Training Resources.
We also recommend bookmarking the direct link for easy access: SuperHost® Course Information Form.

A: There are three class status types you will work with in the LMS:

• Active – The class has been set up in the LMS but has not yet started.
• Running – Once the class begins, instructors or administrators can set the course to Running by clicking the Start button on the Class Details page. This enables the Grading & Attendance button at the top of the page.
• Finished – After the class has ended and attendance is marked, clicking Complete Class in the Grading & Attendance pop-up finalizes the course. Once a class is in Finished status, instructors cannot make any further changes. This status is also used to find the records of any previous classes.

A: Yes — you can add either individual learner(s) or upload a group of learners at any time while the class is in Active or Running status.

• Go to Upload Roster → Browse to import the spreadsheet with your list of students, OR
• Go to Upload Roster → Add Student to manually add additional student(s).
  Click Confirm after adding students.

A: Ensure you use the correct filters:

• Organization filter: “go2HR”
• Class status filter: Active, Running, or Finished.

A: Yes — once you add them to the class list, they will automatically receive an invite to their email address. Please remind students to check their spam/junk folder if they don’t see it in their inbox.
There are two types of invites:

1. New LMS users – they must verify their account first to complete enrollment.
2. Existing LMS users – they receive direct access to the course in their account.

A: Check the Learners Import Template for:

• Missing details (e.g., first or last name)
• First and last name in the same column instead of separate columns
  Correct and re-upload.

A: Use a period ( . ) as the last name.

A: You must provide at least one contact method — email, phone number, or both.

• Any method used will require verification (email confirmation or text message).
• Email is strongly recommended as the primary (or even only) contact because:
  • Cell providers are not always reliable with text verification messages.
  • All LMS notifications (class changes, course completion, certificate delivery, etc.) can only be sent via email.

A: No. Each learner must have an individual account with a unique email address.

A: Delete the incorrect record, re-enroll the student with the correct details, and notify go2HR  so we can remove the wrong record from the LMS backend.

A: Check the accuracy of the email/phone.

• For email: The delay may be caused by the learner’s company mail server — due to email filtering, quarantine, temporary server issues, or greylisting.
• For phone: There may be delays from the mobile service provider.

If the issue persists after checking, contact go2HR for assistance.

A: Try “Send an automatic sign-in link.” If that fails, contact go2HR to reset the password.

A: Confirm their enrollment details are correct, that they have verified their account, and that they can access it. If the issue persists, contact go2HR. Reassure the learner that they can take the exam at any time after the class if it cannot be resolved on the same day.

A: There is no connection between marking class attendance and completing the exam or evaluation form. Mark the attendance for all learners, including those who haven’t yet completed the exam/evaluation – they will receive their certificates automatically once they complete all required components.

A: Yes for Attended. However, mark Passed only if they attended at least 80% of the class.
Unless there is a specific agreement between the learner and instructor (e.g., part of the material will be covered during a 1:1 additional meeting, or the learner will self-study and submit homework covering missed material to demonstrate they have completed all required content, etc).

A: No. Mark attendance after the classroom portion ends, regardless of whether all learners have completed the exam/evaluation. Completion and certificate issuance will happen automatically once the learner finishes all course components.

A: Unlimited attempts.

A: Two possible reasons:

1. Not all three components of the course were completed (class attendance, exam, evaluation).
2. The learner was enrolled twice under different accounts — attendance was marked under one record, while the exam and evaluation were completed under another one.
   In this case, contact go2HR with the learner’s details so we can request a merge of the two accounts to reflect course completion correctly under one record.

A: Available only for classes marked as Finished in the LMS. Find your class in the system, click to open it, then go to Export → Wall Certificates.

A: Instructors are encouraged to provide appropriate support to ensure all learners can participate meaningfully in the course. Accommodations do not require prior approval and may include:

• Reading content or questions aloud
• Clicking answers on behalf of a learner (vision/mobility challenges)
• Translating content into their preferred language
• Allowing a support person (e.g., interpreter/ASL, aide)

Instructors must not guide learners to correct answers or complete course components on their behalf.

A: Contact go2HR with all relevant details.

A: Since evaluations are collected using an external tool (SurveyMonkey), contact go2HR with the class details to receive the data.
You are also welcome to use your own paper-based evaluation form in addition to the mandatory online evaluation to collect any additional feedback you might need for reporting purposes.

A: Contact go2HR to confirm whether the current LMS functionality provides this option.
If you know you’ll need exam marks, ask your learners to screenshot their results and send them to you.

A: Yes — once the class is completed, please contact go2HR and let us know the total count of attendees.

A: No. You only need to pay for learners who attended (regardless of how long they stayed in the class or their completion status). There is no need to pay for no-shows.

A: Yes. You must pay for every learner who attended any portion of the class, regardless of the time they spent in class or whether they completed the course.

A: At the beginning of the following month, our Accounting Team will send the invoice.