Progress tracking data that’s inaccurate, reset, or missing — a completed lesson showing as incomplete, a course restarting from zero, quiz scores vanishing — usually traces to a database issue, a plugin update changing how progress is stored, or a conflict between two plugins both tracking the same data.
Progress tracking data repair
Missing or reset progress data recovered where genuinely traceable, and the cause corrected.
- Full backup taken before we start
- If we can’t fix it, you get your money back
- We never ask for your own password
This or something else?
| Progress tracking data is inaccurate, reset, or missing | This fix covers it |
| The issue is quiz scoring or grading logic itself, not progress tracking | Quiz & grading configuration errors |
| Certificate generation is affected because progress data feeds into it | Certificate generation errors, worth mentioning if related to this same root cause |
| You want member data exported for migration, not repaired in place | Member data export & migration |
What you are seeing
- A completed lesson or module showing as incomplete
- A course resetting to zero progress unexpectedly
- Quiz scores or completion certificates not reflecting actual results
- The issue possibly affecting only members who progressed through a specific course version
Common causes
- A database issue corrupting or losing progress records
- A plugin update changing how progress data is structured or stored
- A conflict between two plugins both attempting to track the same progress data
- A course restructure (reordering or renumbering lessons) breaking the link to existing progress records
- Two accounts for the same person (a duplicate signup or a merged account) splitting their progress across records that don’t recognise each other
What we do
- Investigate the specific scope of affected progress data
- Identify the underlying cause
- Recover or correct data where genuinely traceable
- Verify corrected records against known, expected progress
- Check for the same pattern affecting other members or courses
What is included
- Progress data corrected where the cause is identified and data is recoverable
- Verification against known, expected progress
- A check for the same pattern elsewhere
- The pre-fix backup, kept for 30 days
Not included
- Recovering progress data with no trace in any backup or log
- Quiz or grading logic issues — a separate, related fix
- Certificate generation itself — a separate, related fix if that’s also affected
- Ongoing monitoring for future data integrity issues
Questions about this fix
Can you always recover progress data that's gone missing?
We investigate thoroughly and recover what's genuinely traceable through backups or logs, though data with no trace anywhere can't be recreated from nothing — we'd tell you plainly what's actually possible.
Would restructuring my course cause this?
Yes, potentially — reordering or renumbering lessons can break the link between a member's existing progress record and the lesson it was tracking, especially if the plugin identifies lessons by position rather than a stable ID.
Will this affect members whose progress is showing correctly?
No, we specifically target the affected records — members with correct, intact progress are unaffected.
Is this urgent if certificates depend on this progress data?
Yes, worth prioritising if inaccurate progress data is preventing members from receiving certificates they've actually earned.
Is there a risk of this recurring after it's fixed?
If the underlying cause is a specific plugin conflict or an ongoing habit of restructuring courses, yes — worth flagging if preventing a recurrence should be part of the fix, not just correcting this instance.
Related fixes
If this is the second time this year
A bad update breaking the site is a symptom of updates not being tested first. Care plans run every update on a staging clone before it reaches your live site, which is the actual fix for this happening again.
Your access, your rules
Create a separate admin account for us and delete it when we are done. For anything else, we get in touch and agree a method — never a form field on this site, never by reply to an email.
We back up first, always
Before anything is touched we take a full backup and keep it for 30 days. If a fix goes wrong, we put the site back exactly as it was.
If it is not what you bought
If the problem turns out smaller than what you ordered, we refund the difference. If it is bigger, we stop and send a quote before doing any extra work.
If we cannot fix it
You get back what we received. Diagnosis is on us — you only pay when the problem is actually solved. The payment processor takes its fee before the money reaches us, so we never hold it and it is not ours to return. That is true here as everywhere else.
If it comes back
Reply within seven days of delivery and we put it back on the bench at no cost. The fix is not finished until it holds.
What we are responsible for
If something goes wrong with a fix, our responsibility is limited to what you paid for it. We take a full backup first so mistakes can be undone, and we tell you before doing anything outside what you bought.