--- title: Problems when sending credentials description: Discover why you may be unable to send digital certificates or badges—common issues include insufficient credits, inactive templates, or incomplete setup steps—and learn how to resolve them. --- [Skip to content](https://help.virtualbadge.io/article/reasons-why-i-cannot-send-certificates#main-content) - [English](https://help.virtualbadge.io/article/reasons-why-i-cannot-send-certificates) - [Deutsch](https://help.virtualbadge.io/de/article/gründe-warum-ich-keine-zertifikate-versenden-kann) English Show submenu for translations [Contact Support](https://help.virtualbadge.io/article/kb-tickets/new?hsLang=en) [![Virtualbadge.io White-2](https://help.virtualbadge.io/hs-fs/hubfs/logo/Virtualbadge.io%20White-2.png?width=300&height=40&name=Virtualbadge.io%20White-2.png)](https://www.virtualbadge.io/) Open main navigation Close main navigation - - [English](https://help.virtualbadge.io/article/reasons-why-i-cannot-send-certificates) - [Deutsch](https://help.virtualbadge.io/de/article/gründe-warum-ich-keine-zertifikate-versenden-kann) English Show submenu for translations - [Contact Support](https://help.virtualbadge.io/article/kb-tickets/new) - [Go to Admin Dashboard](https://admin.virtualbadge.io/) [Go to Admin Dashboard](https://admin.virtualbadge.io/) Hello! 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[Email & Delivery Issues](https://help.virtualbadge.io/article/faqs?hsLang=en#email-delivery-issues) # Problems when sending credentials ## This article will show possible reasons why you are having problems sending out digital certificates and badges. 1. **Amount of the credits** A simple reason might be an insufficient credit balance: Each certificate or badge that you issue will consume one credit from your balance.   - To check your available credits visit your **Dashboard** and identify your credit balance on your usage report**: ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-42-07-2856-PM.png?width=367&height=404&name=image-png-Aug-22-2024-01-42-07-2856-PM.png)** 1. - To purchase more credits go to **Account** -\> **Billing** -\> **Manage** and choose a different plan: ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-43-13-4158-PM.png?width=358&height=171&name=image-png-Aug-22-2024-01-43-13-4158-PM.png)![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-44-32-8834-PM.png?width=688&height=330&name=image-png-Aug-22-2024-01-44-32-8834-PM.png) ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-50-50-1239-PM.png?width=688&height=332&name=image-png-Aug-22-2024-01-50-50-1239-PM.png) **2. Limitation of active templates** Similar to the first reason, not having enough available templates will cause problems with the sending of your credentials. Each badge or certificate design with the status "Active" will consume one credit out of your balance.  1. - To check your template balance, visit your **Dashboard** and identify your balance on your usage report**:** ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-12-16-36-9775-PM.png?width=352&height=375&name=image-png-Aug-22-2024-12-16-36-9775-PM.png) - You can free up your balance by pausing any badge or certificate from your account, or by upgrading to a different plan. To pause another credential, open the credential on the tab **Overview** and click on **Pause: ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-47-09-6996-PM.png?width=688&height=333&name=image-png-Aug-22-2024-01-47-09-6996-PM.png)** - To switch plans, go to **Account** -\> **Billing** -\> **Manage** and choose a different plan: ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-44-32-8834-PM.png?width=688&height=330&name=image-png-Aug-22-2024-01-44-32-8834-PM.png) ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-01-50-50-1239-PM.png?width=688&height=332&name=image-png-Aug-22-2024-01-50-50-1239-PM.png) **3. Make sure that the template you want to send is set to "Active"** It is not possible to send credentials from a paused template. If you can not activate your template, please see the topic above. - To check whether the respective template is set to active, visit the **Overview** section in the respective template: ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-12-20-55-1937-PM.png?width=688&height=332&name=image-png-Aug-22-2024-12-20-55-1937-PM.png) - If the template is paused, simply click on **Activate**. ![](https://help.virtualbadge.io/hs-fs/hubfs/image-png-Aug-22-2024-12-21-27-5169-PM.png?width=406&height=95&name=image-png-Aug-22-2024-12-21-27-5169-PM.png) **4. Check whether all steps in the certificate creation process have been completed.** In order to be able to activate a certificate or a badge template, you must be sure that all previous steps have been successfully completed. - When all the steps have been carried out, it looks like this: ![](https://help.virtualbadge.io/hs-fs/hubfs/Screenshot%202024-08-22%20142259-png.png?width=280&height=337&name=Screenshot%202024-08-22%20142259-png.png) - If steps have not yet been completed, they are symbolized with an empty circle, as shown here: ![](https://help.virtualbadge.io/hs-fs/hubfs/Screenshot%202024-08-22%20142246-png.png?width=282&height=342&name=Screenshot%202024-08-22%20142246-png.png) #### Still experiencing issues? 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