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Support

How can we help?

The common problems and what to do about each. If yours isn't here, the last section says how to reach us.

I can't sign in

A new account is checked by our team before it can sign in. If you registered recently it may still be waiting — send us a message and we'll look at it.

A forgotten password. Reset emails can't be sent from this site yet, so the reset page won't reach you. Send us a message from the address on your account and we'll reset it for you.

A suspended account is shown the reason when it signs in. If you think it's wrong, tell us and quote that message.

Your organisation signs you in with its own account system? Then its IT team manages your access, and can tell you why it isn't working.

A course or lesson isn't working

You have access for twelve months from the day you enrol, and everything you're enrolled on is in My learning.

If a page said “Something went wrong” and showed a Reference, include it when you write. It is the one thing that lets us find exactly what happened.

Checking a certificate

Anyone can check a certificate number on our home page — no account needed. A revoked certificate says so rather than disappearing.

Refunds

Within 14 days of purchase, as long as a significant portion of the course hasn't been accessed. The full wording is in section 5 of our Terms & Conditions.

Your organisation's workspace

If your employer gave you access, its administrator assigns your courses and manages your place. Administrators run their workspace from the organisation console.

Accessibility, security and your data

  • Something is hard to use: accessibility explains what we're doing and how to tell us.
  • You've found a vulnerability: security says how to report it.
  • What we hold about you: our privacy notice.
  • Closing your account: delete your account, which explains first what is kept and why.

Still need us?

Send us a message and choose what it's about — our team is alerted as soon as it arrives. We don't publish a reply time, because we can't yet guarantee one.

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Mon–Fri, 9:00 AM–5:00 PM UK