There are several reasons why a certificate may not be available for a course:
A training record might have been added to the user’s account, which could have marked the eLearning course as complete.
The course may have been manually marked as complete by an administrator.
Once courses re-open for renewal, previously issued certificates will no longer be accessible.
If, after reviewing the above, you believe the user has completed and passed the eLearning course and hasn't been manually marked complete, please raise a new case so we can investigate further.