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Frequently Asked Questions

1. How do I create a new account?

To create an account, fill out the details of our sign up form. You can sign up using your email, Facebook, Twitter, LinkedIn or Google logins. When you sign up, you are automatically signed up to our newsletter which is powered by MailChimp.

When choosing a password, we strongly recommend that your password is at least 8 characters long, is not an easy to guess word, or sequential numbers. We further advise that you select a password which has a mixture of letters and numbers. You may include symbols for additional security. We strongly advise that you do not share your password with anyone else.

Please note that our platform is intended for those aged 14 and above. Click here to find out more about child safety
If you wish to sign up with social media, click on your chosen platform.
If you would like to sign up using your email address, click 'Create Account' and then fill out the pop up form.
After clicking 'Create Account,' fill out the pop up form.

2. How do I log in?

To login, select the 'Sign in' button at the top of the screen.
After clicking 'Sign In,' fill out the pop up form.

3. What do I do if I can't log in?

If you cannot login, we recommend clicking on the 'Forgot your password?' link on the login screen and creating a new password. If you still cannot login after changing your password, contact us for further assistance. When you contact us, please include your email address which you use to login. This will help us to locate your account and help you in a more timely manner. We will aim to reply to you within 3 working days.

4. How do I change my password?

To change your password, simply select the 'Forgot your password?' link on the login screen.

When choosing a new password, we strongly recommend that your password is at least 8 characters long, is not an easy to guess word, or sequential numbers. We further advise that you select a password which has a mixture of letters and numbers. You may include symbols for additional security. We strongly advise that you do not share your password with anyone else.

5. How do I find out which courses are available?

To find out which courses are available, head over to our Course Catalogue. You can select the whole catalogue on this page, or select the 'Categories' drop down menu and search courses by category. You can also use the search box to find a course.

6. What time do the courses run?

Our online courses are available 24 hours a day, 7 days a week. Therefore, you can start, continue and complete your learning at a time suitable for you. Check out which courses we have available in our Course Catalogue. Courses which are only available for certain periods of time, or have enrolment closure dates are detailed on the course information page.

7. Do I need any specific software of platforms to access the courses?

The only software required for the majority of our courses is an internet browser. We recommend Google Chrome or Firefox for the best experience, however, our platform and courses will work on other internet browsers. If additional software is required, this will be detailed on the course information page.

8. What type of device can I take the courses on?

Our training courses work best on a computer or laptop, however you can complete you training on a desktop computer, laptop, tablet (such as an iPad), or smartphone.

9. Do I need to be connected to the internet?

Yes. All of our content is web-based and therefore you need an internet connection in order to complete any of our courses.

10. I'd like to take a course which I cannot see advertised. What do I do?

Occasionally we disable courses for short amounts of time. This is because we might need to update or amend some of the content. When this happens, we aim to get the course available again as quickly as possible.

Some courses have set enrolment dates. Once these dates have passed, you can no longer enrol to a course, although you can see the information about the course on the course description page.

If we do not provide a course which you are looking for, get in contact and we will happily look at creating a new course!

11. How do I start a course?

To start learning, select a course from our Course Catalogue. Click on the course and you will see a button asking you to 'Enrol to start learning.' Click on this link and your on your way to learning! At this time, we have make all of our courses free to help everyone during the COVID-19 situation. You will see a button saying 'Register for free!' Click this link to start learning!

12. I can't complete a course. It keeps telling me that I have an assessment to complete. What do I do?

Make sure that you check the assessment requirements. Some courses have assessments at the end of a module, whilst others have assessments at the end of the course. Some even have both! You must ensure that you complete all assessments with the minimum pass mark in order to complete a course and gain your certificate.

13. I can't complete a course. What do I do?

Our courses have different criteria for completion. Some require you to complete an assessment and obtain a certain pass mark before you can download your certificate. Other courses have different requirements. Make sure that you read the course requirements on the course page prior to starting your course.

Some videos require that you watch a certain amount of them before moving on. This is so that we know that you have accessed the information and are not just skipping through the material to the final assessment. Whilst training takes time, we are certificating you as completing certain learning outcomes. Therefore, we need to know that you have accessed certain pieces of information and activities.

14. Where can I find out more about Terms and Conditions and Privacy?

Our Terms and Conditions can be viewed by clicking here. Our Privacy Policy can be found by clicking here.

15. How do I use the UserWay widget?

The UserWay widget helps to make our platform more accessible. To see the platform in larger text, increased spacing, have the page read to you, along with a range of other accessibility features, click on the UserWay icon in the bottom left hand corner of the screen. Click here to read our Accessibility Statement.

16. How do I access the Best Resources section?

Our Best Resources section has been created to give our learners the latest and best pieces of information to expand their knowledge. Our Best Resources is constantly being updated with materials which expand on the information delivered in our various courses. You can also use the Best Resources section to create your own collection of online information. Simply click 'My Notebook' to get started.

17. How do I edit my information?

To change your information, setting or password, click on the 'Go to profile' link on your login.
When on your profile, click the 'edit' button.
Select from the options in the left-hand menu to change your information, settings and password.
Click save to save your changes and return to your login screen.

18. How do I print my certificates if I need them after I've left a course?

To access your completed certificates, click 'Go to profile' on your login screen.
Scroll down until you see you certificates. Click on the PDF icon to download your certificate. You can then print the downloaded PDF file.

19. Why can I not print my certificate/the course says it is incomplete?

Courses are set so that even if you complete an assessment, you certificate will not be released until all other learning activities are completed. For videos, 100% of the video must be watched and engaged with before the programme will register that activity is complete.

Training is about more than just ticking a box and gaining a certificate. As a training provider, we have a responsibility to ensure that you have been delivered all of the required information for a course, and not just passed an assessment.

20. How do I delete my account?

We're sorry that you want to leave, but before you do, please contact us and let us know why!

To delete your account, click 'Go to profile' on your login screen.
When on your profile, click the 'edit' button.
Select 'Privacy Settings' from the options in the left-hand menu. Click on 'Advanced privacy settings' and then 'Delete my account and forget me.'

Before deleting your account, it is your responsibility to download and save any certificates you would like to keep. Once an account has been deleted, certificates associated with your account is also deleted. Care Academy cannot access certificates you gained.

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