Rules, Regulations & Requirements for Using the Certification Mark
This guide gives quick answers to common problems you might run into. If you don’t see your issue here, you can always contact the Help Desk.
1. Account and Login
I didn’t get my verification email
Check your spam or junk folder. If it is not there, click “Resend verification email” on the login screen.
I forgot my password
Click “Forgot password” on the login page and follow the steps to reset it.
My account is locked after too many attempts
For security, accounts lock after several failed login attempts. Wait 15 minutes and try again or reset your password.
My email is already in use
This usually means you registered before. Try logging in with that email or resetting your password.
2. Registration
The form won’t submit
Check that all required fields are filled out. Make sure email and phone number formats are correct.
I don’t understand an error message
Most errors mean a field is missing or the format is wrong. Hover over the field label for help text.
I entered something wrong after submitting
Go to your Profile Page and update your details.
3. Orientation
Orientation content won’t load
Try refreshing your browser or switching to another browser such as Chrome or Safari. If it still won’t load, contact the Help Desk.
The quiz won’t save or submit
Make sure you have answered all the questions. Check your internet connection before submitting.
I didn’t pass the quiz
You can review the content and try again. There is no limit to how many times you can attempt it.
4. Accreditation Applications
I can’t find a category for my product or service
Choose the closest match from the drop-down menu. If you are unsure, contact BTIB via the Help Desk and give a short explanation in your product or service.
My product or service fits more than one category
Pick the best category for your main product or service. You can add more items separately under different categories.
I can’t add another product or service
Click “Add Another Item” in Step 2 of the accreditation process. This lets you include as many items as you need under one Token.
My application is stuck in draft
Go to your Profile Page, find the application, and click “Resume.” Check that all required fields are completed before submitting.
I don’t understand an error message
Common ones are:
- “Text too short” — your description needs to meet the word count.
- “Field required” — you left something blank.
- “Invalid file type” — only certain file types are accepted.
5. Profile Page
My information won’t update
Click “Save” after making changes. If it still doesn’t update, try refreshing the page or logging out and back in.
I can’t find where to download my welcome kit or QR code
Both are available from your Profile Page under “My Accreditation.” Look for the download buttons.
My application status hasn’t changed
Statuses update automatically. Ito Manava applications are approved the fastest. Taʻunga and Vaka applications require a deeper review and may take longer. Check back in one to two days.
6. Welcome Kit and QR Code
My QR code doesn’t scan
Check that it is printed clearly with enough size and contrast. If scanning still fails, download it again from your Profile Page.
I didn’t receive my physical welcome kit
Physical kits are either mailed or can be collected at the BTIB office. Contact the Help Desk if it has been more than two weeks since you were approved.
The files won’t open
The kit comes in standard formats such as PDF and PNG. Make sure you have a current PDF reader or image viewer installed.
7. General Technical Tips
Which browsers work best?
The portal works best in Chrome, Safari, or Firefox. Older browsers may not support all features.
What if a page won’t load?
Clear your browser cache and cookies, then reload. You can also try using another device or browser.
Can I use the portal on my phone?
Yes, the portal works on mobile devices, but desktop may be easier for longer applications.
8. Getting More Help
If these steps don’t solve your problem, the Help Desk is here to assist.
Email: ucibtib@cookislands.gov.ck
Phone: +682 24296
When contacting us, include:
- Your name
- Your registered email
- A short description of the problem
- Screenshots or error messages if possible
Last Updated: 02/10/2025