Frequently Asked Questions
EduCare programmes are simple and easy to use. If you have a question while you’re completing an EduCare programme, please feel free to contact the EduCare Customer Support Team. Alternatively, you may find an answer to some of your questions below.
You may also want to look at our Technical Requirements, or our Legal page.
I can’t access my online programme!
If you can’t access your online programme, ensure the following:
Check you’re using the correct username and password on the correct portal – details will have been sent to your email address in your Welcome Email.
If you haven’t had this, check with the person administering the programme in your organisation. If you bought directly from us or through our website, please feel free to contact the EduCare Customer Support Team.
Our online learning system will only work on computers running Internet Explorer Version 6 or later. Please check that the computer you are using meets our technical requirements.
Try clearing your internet history. To do this in Internet Explorer 7+*:
Click ‘Tools’
Click ‘Delete Browsing History’
Click the ‘Delete Files’ button
If you’re still having trouble accessing your online programme, feel free to contact the EduCare Customer Support Team.
*other browsers or versions of Internet Explorer may have a slightly different procedure.
I haven’t had my paper programme yet!
If you’ve ordered your programme directly from us or through our website, you can expect to receive your programme in 3-5 days. If your organisation has ordered from us, please contact the person administering the programme in your organisation.
I haven’t received my certificate yet!
If you’ve completed your programme on the website or on paper, you’ll receive your certificate within 7 days of completing your programme in the case of online, or of our receiving the paper answer sheets.
For some customers, we send certificates in bulk to your organisation at stated intervals. You may wish to contact the person administering the programme in your organisation to check how you will be receiving your certificate.
Please ensure that you’ve read all of the modules and answered all of the questionnaires in full.
I have a question about the content of programmes
Our programmes are written by experts in the relevant field. We are also partnered with some of the leading professional and charitable bodies working in the areas we cover. If you believe you’ve spotted an error or inconsistency in one of our programmes, feel free to send us an email at webenquiries@educare.co.uk, and we’ll investigate. You can also write to us – you can find our address on the ‘Contact’ page.
I want to buy programmes for more than one person
To buy for more than one person, simply choose the number of programmes you’d like to buy on the programme information page in the catalogue, add them to your basket, and proceed through the checkout. Once you’ve purchased the programmes, log back in to the EduCare online learning system and follow the instructions on the screen to add users and assign programmes.
I’ve forgotten my password
If you’ve forgotten your password, you can click here to use the Forgotten Password function to retrieve it. This will resend your welcome email to the email address you or your organisation provided.
