FAQs

If you are having any issues using our website or courses, the solution can probably be found in one of the user guides below. These provide clear step-by-step instructions to finding your way around the site, and using the site’s features.

You may also find it useful to consult the Frequently Asked Questions below, which offer solutions and practical advice for some of our most common queries.

If you are still unable to find a solution, please feel free to get in touch with the EduCare Customer Services Team via customerservices@educare.co.uk between 8.30 and 17.00 Monday to Friday. We will endeavour to respond within 24 hours.

What are the technical requirements?

Our online learning system is designed to work with a wide range of computers. However, there are a few requirements:

  • Windows 2000 or later
  • Internet Explorer 6 or later

Please note: we are constantly working to improve the functionality of our website, and whilst our courses can be used on Apple Macs and on browsers such as Mozilla Firefox, Google Chrome and Safari, the service is optimised for use on Windows PCs running Internet Explorer.

I am having trouble accessing some administration functions

A recent update of Internet Explorer means that the most up-to-date version (IE 11) causes some problems for administrators. We are currently working on a permanent fix, but in the meantime you can resolve the issue by using Compatibility Mode.

How to work in compatibility mode:

  • click ‘Tools’ at the top of your browser page
  • select ‘compatibility view settings’
  • type ‘educare.co.uk’ in the ‘add this website’ field and then click ‘add’
  • close the window.

What do I do if I’ve failed a questionnaire?

If you have purchased the course yourself, you will need to contact the EduCare Client Services Team using the email address given above to arrange a resit or organise further training.

If you did not purchase the course yourself, please contact the training administrator within your organisation. If you do not know who in your organisation to talk to, or if you don’t have an administrator, contact the EduCare Client Services Team using the email address given above.

Please note: If you have failed the course and re-buy the course, you will not be given access.

I have completed my course but cannot access my downloadable certificate

In order to successfully download your certificate you must have Adobe Reader version 6 or later. Click here to download it.

Please ensure that you’ve read each page of the modules and successfully completed each questionnaire. Upon closing each module or questionnaire you must click ‘Save & Close’ in order for your changes to be saved. If this is done correctly modules will then show as ‘Completed’ and each questionnaire will have a percentage mark next to them in green. If the percentage mark is red then this means you have failed that questionnaire and will need to re-sit that module.

Once all modules and questionnaires are completed you will receive an email telling you that you have passed the course.

You are able to access your certificate as soon as you complete the course. To access your certificate, login to the site and go to the ‘My Certificates’ page; then find the name of the completed course. Underneath the course, you should see the words ‘Generate Certificate’, click the link and a new box will appear allowing you to amend your name (if necessary). Please ensure that your name is how you want it to appear on your certificate as once generated the certificate cannot be amended.

‘Generate Certificate’ will then change to ‘Download Certificate’. Once clicked a new window will open on your screen showing your certificate leaving you free to print or save as you wish.

I have a question about the content of courses

If you have a question about the content of one of our courses please send us an email at customerservices@educare.co.uk, and we’ll investigate for you. You can also write to us at: EduCare, Crown House, 33 Warwick Street, Leamington Spa, Warwickshire, UK, CV32 5JX.

I haven't received my login details yet

A link to the site, your username and instructions for how to set your password will have been sent to your email address in your Welcome Email upon registration.

If you didn’t open your account yourself, the organisation who did may have requested that your user details be sent to a generic administrative email address for internal distribution – please check with your training administrator for further information. If you are unsure who this is, feel free to contact the EduCare Client Services Team using the email address given above.

Sometimes email systems block our Welcome Emails, or send them to junk mail folders in error.  If you think this might be the problem, we recommend you check your Junk/Spam email boxes or contact the IT technical department within your organisation for assistance.

I can’t access my online training

If you are logged in then you can access your courses by selecting ‘My Courses’.

If you can’t access your online course, ensure that you’re using the correct username and password on the correct site. A link to the correct site, your username and your password will have been sent to your email address in your Welcome Email upon registration.

If you previously accessed your courses through educare.co.uk then you will need to sign into ‘Blue’ from the login page, alternatively click here.

If you can’t find your Welcome Email, you can reset your password using the Forgotten Password links above.

If you didn’t open your account yourself, the organisation who did may have requested that your user details be sent to a different email address – please check with your training administrator for further information. If you are unsure who this is, feel free to contact the EduCare Client Services Team using the email address given above.

Sometimes email systems block our Welcome Emails, or send them to junk mail folders in error.  If you think this might be the problem, we recommend you check your Junk/Spam email boxes or contact the IT technical department within your organisation for assistance.

If your courses are taking a long time to load or not loading at all, this may be because of your computer or internet.

Please make sure you have a strong internet connection and that no firewalls are blocking our website.

It is also highly recommended that you clear your internet browsing history. To do this in Internet Explorer 7+*:

  • Click ‘Tools’ on your internet browser window
  • Click ‘Delete Browsing History’
  • Click the ‘Delete Files’ button

Please note that no important files saved to your computer will be deleted from this process.

*Other browsers or versions of Internet Explorer may have a slightly different procedure. Try using the help function within your browser if you are unsure.

If you’re still having trouble accessing your online course, feel free to contact the EduCare Client Services Team using the email address given above.

How do I buy courses?

If you would like to purchase courses, simply click on to the course you wish to purchase and then click ‘Buy’. You will then be redirected to another page. From here you can select how many courses you would like to buy. Once you have made your choice, click ‘Add to basket’. Check that you are happy with what’s in your basket and then click ‘checkout’ and follow the on-screen instructions.

If you are having problems paying for your course, you may need to contact your bank. Alternatively, please feel free to get in touch with the EduCare Client Services Team using the email address given above.

Do I have to pay postage for the paper courses?

No the price includes all postage and handling charges.

I've forgotten my password or username

If you’ve forgotten your password or username, you can use the links below to reset them. Simply click on the site you or your organisation is registered on:

Platinum
EduCare for Education
EduCare for Sport
EduCare for Health

This will send you a password recovery email with full instructions.

If you didn’t open your account yourself, the organisation who did may have requested that your user details be sent to a different email address – please check with your training administrator for further information. If you are unsure who to talk to in your organisation, feel free to contact the EduCare Client Services Team using the email address given above.

Sometimes email systems block our Welcome Emails, or send them to junk mail folders in error.  If you think this might be the problem, we recommend you check your Junk/Spam email boxes or contact the IT technical department within your organisation for assistance.

What are CPD hours?

Continuing professional development (CPD) is the means by which people maintain their knowledge and skills related to their professional lives.

Many professions define CPD as a structured approach to learning to help ensure competence to practice, taking in knowledge, skills and practical experience. CPD can involve any relevant learning activity, whether formal and structured or informal and self-directed.

Each module of an EduCare course provides the learner with one hour of CPD.

To find out more about CPD, please visit The CPD Certification Service’s website.

 

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