Our Exams System Is Available

We have now completed our upgrade of your Exams System and you can now run exams as normal. 
Please remember, you will need to have installed the latest version of Secure Client to deliver your exams successfully.

Find out more

Core Content

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Our Exams System Is Available

We have now completed our upgrade of your Exams System and you can now run exams as normal.
You will need to have installed the latest version of Secure Client to deliver your exams successfully.
To support you our Exams Team will providing an exam scheduling service for all exams due to be delivered Wednesday 3rd, Thursday 4th and Friday 5th March 2021.

Secure Client Upgrade Page

Surpass R12.24 Detailed Release Notes

Detailed Release Notes

March 2021 – EAL Core Systems upgrade to support BTL Surpass R12.24

Changes in Terminology

SecureAssess R11.09 Surpass R12.24
Exam schedules Schedule
Create Exam Schedule Test
Invigilation Invigilate

New Features

  1. Secure Single Sign In – using cloud-based SAML service OKTA

  2. New Sign In screens

  3. New Password reset

  4. New EAL "Hub" screen

Improvements to Existing Features

  1. BTL Surpass upgraded to R12.24 release notes
    a. New custom roles configuration
    b. New test templates applied/SecureCleint exam delivery appearance
  2. Online Services (SAP) replaced BTL Secure Assess 11.xx SOAP API’s for BTL Surpass 12.xx REST API’s

  3. Online Services integrated to OKTA REST API for SAML

  1. Online Services centre staff management screen for setting privileges has clearer naming and radio button selection

  1. Reduced the reliance on having to use BTL Surpass Viewer to view Flash-based content in the BTL Surpass admin screens

  1. Improved user and learner management tools

  1. Improved test creation and publishing tools

  1. Improved scheduling and moderation

  1. Improved Content Producer publication of tests and test layout consistency across all projects

Differences in Appearance

Text Description automatically generated

When using alternative browsers to Surpass Viewer to log into R12 (e.g.Google Chrome) all screens available to users, such as the ‘Schedule’ ‘Invigilate’ ‘Results’ screens, will only be operational with the HTML toggle enabled.

HTML Toggle Enabled:

With the HTML toggle enabled these screens will look a little different from the Flash reliant screens that we are all used to. Although these screens will look different, please be assured that their functionality is unchanged. If you encounter any difficulties navigating through these screens or applying filters to obtain specific data, then please contact us via email or telephone

Flash Toggle Enabled:

If users wish to revert to the flash reliant screens for reference purposes, then please navigate to Surpass R12 via Surpass Viewer, this will enable you to view these screens with the Flash toggle enabled. The use of SurpassViewer is expected to be discontinued at the earliest available date so we advise that you familiarise yourself with the differences between the screen appearances as soon as possible.

Housekeeping Our Data

  1. Retired all old/inactive centre staff users from BTL surpass, full historical records can still be accessed by your EAL Centre Support Team.

  1. Retired old BTL Secure Assess custom roles

Known Issues

  1. FS Examiner access is not yet configured and still in testing

  1. Marking screen misalignment issue

  1. Test question buffer size affecting some tests and causing misalignment issue

  1. Changes to user privileges in "online Services" can take up to 1hr to take effect in Surpass

  1. Changes to centre details in SmarterTouch can take up to 24hrs to take effect in Surpass

  1. Self Service password reset will only work if a valid email address is associated with the centre user within Online Services

  1. When logging out of Online Services or Surpass you will receive an error and you will not be fully logged out, you will need to close the browser to ensure logout is completed.

How Will the Old Links Be Redirected?

All access to the old BTL Secure Assess system will be re-directed to the new Hub Page

eal.secureassess.co.uk eal.surpass.com/saml/login

This will help explain what happens when EAL centre staff use “Bookmarked” links from their browsers.

Secure Client Exam Upgrade

Our Exams System Is Available

We have now completed our upgrade of your Exams System and you can now run exams as normal. 
Please remember, you will need to have installed the latest version of Secure Client to deliver your exams successfully. See below to be directed to our download guide.

Help and Support Is Here

You are now able to begin self-servicing your scheduling/booking of future exams, but that doesn't mean you are on your own.

Over the next few weeks, whilst you are getting used to the upgraded system, EAL would like you to know that we are here to help you with any of your exam needs.

Please get in touch with us for any queries you may have in relation to using the system, for example:

  • Accessing the system
  • Logging in
  • Booking exams
  • Sitting exams
  • Finding results

Our dedicated Exams Team is here to help you.


Download the Secure Client Upgrade Guide

Please remember that you will need to upgrade to the latest version of secure client to allow you to access the new system. We have created a guide to upgrading your secure client, which you can access for detailed step-by-step download and install instructions for the upgraded software.


Using Secure Client

Please make sure you are accessing the latest version of secure client for exams delivery, by confirming the use of this icon to access the system:
If this is not the case for you or you have any queries, in the first instance, please contact your Centre Coordinator for further guidance.

Maintenance Update Timetable

Further updates regarding the transition to the upgraded (R12) Secure Client version will be communicated to our Exam Centres via email throughout the maintenance period, the below table acts as a snapshot of these communications. Browser versions of the emails may be seen by clicking the associated Comms Title.


Comms Title

08/03/2021 Reminder: Supporting You With Your Upgraded Exam System
05/03/2021 Supporting You With Your Upgraded Exam System
04/03/2021 Please Read. Your Exams System Is Available
03/03/2021 Your Exams System Is Available
02/03/2021 Urgent Attention: Things have changed
01/03/2021 What you need to do next after another successful weekend
25/02/2021 Action Required: Online Services Maintenance Due
24/02/2021 CRITICAL, ACTION REQUIRED: Inform us of your Plans
22/02/2021 Maintenance update: Weekend upgrade progress
19/02/2021 Maintenance update: How our upgrades are progressing
18/02/2021 Action Required. Let us know your plans from the 3rd March
16/02/2021 Our Upgrades Are Running Successfully
12/02/2021 Urgent, Action Required: Online Exams Have Now Been Stopped
11/02/2021 Last Date For Non-FSQ Exams
10/02/2021 Exams Shutdown Pending - FSQ Provisions Have Now Closed
08/02/2021 Paper-based FSQ Provisions Have Now Commenced

Further Guidance

Further guidance will be issued over the coming weeks helping you to prepare for the planned system updates.

Surpass R12.24 Quick Start Guide

EAL Surpass Upgrade

Quick Start Guide for EAL Centre Staff

Signing into Your New Experience

We have built a new sign in and sign out experience for 2021. It has many improvements over the previous version. It is more secure and has a password reset feature, so no more need to contact support directly when you forget or need to reset your password.

One of the big improvements we will continue to roll out in 2021 is our "single Sign On" which means there will be just one password to remember for all our tools.

Forgotten Your Password?

If you forget your password, or you think your password has been exposed or compromised, you can reset it any time via our new screens.

Getting Help from Centre Support

We have our Customer Experience Team here ready to help with any issues you might have in the coming weeks as you start using our new sign in screens and upgraded exam system.

So if you need some support with signing in or resetting your password, just get in touch.

Using the New "Hub" Screen

Our new "Hub" screen is here to help you get to all of our tools form a single easy to remember place. As we develop more tools, they will be made available here for you.

What If I Can’t Access a Tool?

Access to specific tools is set by your Centre Coordinator from within the "Inline Services" tool.

Status Page Explained

We have also been working on ways to be more transparent and data centred, part of this is to share with centres’ our new "status page". It will give everyone some fast feedback on which key system might be experiencing some downtime. You can now see which EAL systems are operational and which may be experiencing issues.We hope this tool will be helpful to you.

Useful Links


BTL Surpass

Frequently Asked Questions

You can find answers below to some of our frequently asked questions.

Customer Experience FAQs

  • 1. How do I login to Online Services or Smarter Touch?

    Under the navigation bar on our Home Page, select Services then either Online Services or Smarter Touch.

  • 2. How do I find the latest EAL price list?

    You will need access to Smarter Touch to obtain the price list however once logged in, the price list is available to download under the documents tab.

  • 3. Why does it say password locked or authentication failed when I try to login to Online Services?

    Authentication failed and password locked mean that you have entered your password too many times. A Centre Coordinator account will automatically unlock after two (2) hours and a sub user account will unlock in twenty (20) minutes.

  • 4. How can I obtain an electronic certificate?

    We offer an e-Certificate service to all EAL recognised centres.

    For more information on this please see the following link: e-Certificates.

  • 5. Where do I locate paper-based registration and certification forms?

    All learner registrations and certifications are processed via our Online Services system however in circumstances where we require a paper-based form you can download these from our Document Library.
  • 6. How do I provide feedback?

    Our Feedback and Complaints form can be downloaded from our Document Library.
  • 7. How do I validate a learner certificate?

    You can validate an EAL certificate by using our online tool please see the following link: Certificate Checker.
  • 8. How do I download unit publications for EAL qualifications?

    You will need access to Online Services to obtain EAL publications. However once logged in, the qualification materials can be downloaded from the 'Publication' tab.
  • 11. How do I apply for a record search?

    We hold records for EAL, Engineering Industry Training Board (EITB) and Engineering Manufacturing Training Association (EMTA) therefore if you have completed your qualifications through one of the aforementioned organisations then we may be able to locate your records. Please be aware that we retain records of achievement for 7 years and although we will respond as accurately as we can any achievements prior to this cannot be guaranteed to be confirmed. If you require confirmation of your records and do not have a certificate number, please complete an application for a Record Search.
  • 12. How do I apply for a replacement certificate?

    If you have a certificate number, you will need to complete an application for a Replacement Certificate. If you do not have a certificate number, please complete an application for a Record Search.
  • 13. How do I amend my personal details on a certificate?

    View our Certificate Policy for further details.
  • 14. How do I find an EAL approved centre near me?

    Visit our Find a Centre page for further details. 
  • 15. How do I find a password for a locked assessment?

    You will need to be approved to deliver the qualification in order to obtain a password. Once approved, please contact us with your centre number and we will be able to assist you further.
  • 16. Unable to find the answer to your question?

    Please contact us if you are unable to find your answer. 

Exams FAQs

  • 1. I am trying to schedule a candidate for an online exam but they are not showing in the available candidate list

    Check that your candidate has been registered at least 24 hours in advance and for the appropriate qualification. If you are still experiencing problems, contact exams@eal.org.uk

  • 2. How do I schedule an exam?

    There is guidance in the 'Exam System User Guide' and our video tutorials, both of which can be found on our online services and the home page of SecureAssess.

  • 3. My centre is not showing when I try to schedule an exam

    Please contact exams@eal.org.uk

  • 4. I am trying to schedule an online exam but the date I want is greyed out

    Exams can only be booked up-to 42 days in advance. If you're experiencing difficulties scheduling an exam, contact exams@eal.org.uk
  • 5. I would like to edit the time or date of my scheduled exams 

    If the exam status shows as 'Editable', click 'Edit Exam'. If it is showing as 'Locked' you will need to find the exam on the Invigilation tab and void it. You can then reschedule it for the correct time/date.
  • 6. What is the difference between a Keycode and a PIN number?

    The Keycode is the 8 digit code that links the candidate to the exam. This is automatically generated for you. The PIN is an optional 4 digits that can be added to allow the candidate to unlock the exam instead of the invigilator.
  • 7. I want to set a PIN for an exam that I have scheduled but the exam is not showing in the Invigilation tab of SecureAssess

    PINs can only be added 5 days before the date of the exam, and can only be added from the invigilation screen. Practice exams do not require a pin number.
  • 8. Where can I find your Reasonable Adjustments & Special Considerations Policy?

    This is available in the 'Documents' section of SmarterTouch.
  • 9. I have had a reasonable adjustment approved for extra time, how do I apply this?

    You will need to contact the EAL Exams Team with the relevant exam information and Smarter Touch form number for this to be implemented. Contact exams@eal.org.uk
  • 10. I am getting the message "Invalid Keycode"

    Check the Keycode is being entered correctly. If it is please check your proxy server, firewall and antivirus settings to ensure the SecureClient software isn't being blocked.
  • 11. I am getting the message "Exam locked by Invigilator"

    The invigilator will need to go online to the Invigilation tab and click 'Unlock' to start the exam.
  • 12. When trying to access the exams system in Online Services I am getting the message "User validation failed"

    When becoming a new centre or changing your password, it may take up to 24 hours to update the exams system.
  • 13. My candidate has raised a query about an exam question, how do I let EAL know?

    Please make a note of the candidate name and number and question number on the Supervision Report. Please send this, with the Attendance Register and an explanation of the query to the Exams Team, contact exams@eal.org.uk.   

    Please do not note the question or take pictures. 
  • 14. When entering the Keycode I am getting the message "Invalid Keycode: OFFLINE - There was an error validating the Keycode"

    Please check you have a connection to the internet. A bandwidth of 2mb/s or greater is recommended.

If you can't find the answer you are looking for contact our Customer Experience team on 01923 652400 or email customer.experience@eal.org.uk.