If the Renew or Get Certified button is greyed out or missing on your Certificates page, you haven't done anything wrong. A new Cyber Essentials assessment needs adding to your account, and we can help with this.
Why this happens
No active subscription. This is the most common reason. A new assessment can only be added once there's an active Cyber Essentials subscription in place.
You already have a certificate on the same question set. A second assessment on the same question set can't be started until the existing one is dealt with.
How to get a new assessment added
If your account is managed by a partner or distributor (for example, your IT provider), contact them first. They can check your subscription and arrange the new assessment.
If you buy directly from CyberSmart, contact our Support team via live chat or at support@cybersmart.co.uk, or speak to your account manager. Tell us the name of the organisation the assessment is for.
Once your subscription is confirmed, we'll add the new assessment and let you know when it's ready.
Refresh your Certificates page. Your new assessment will appear there.
Partners: requesting an assessment for a client
Contact Support with the client organisation's name and whether it's a new certification or a renewal. Make sure the client's subscription is active first. You can ask for a renewal assessment before the renewal date if your client wants to start early.
Assessments started on Willow
New Cyber Essentials assessments use the Danzell question set. If you had a Willow assessment in progress, see What happens to my Willow assessment when Danzell replaces it? for what happens to it. You can still see your previous answers by clicking Certificate Timeline on your Certificates page. For what's changed in Danzell, see 2026 Certification Changes.