Online training help request form

If you don't know your username, you may be able to find it in an email. It's included in the emails you received when you:

• logged in to your account 
• requested your password to be reset.

If you can't find any old emails, you can:

• Go to Forgot your password, enter your email address, and receive an email that includes your username.
• If you don't want to reset your password, just ignore the link in the email. It will expire after 30 minutes.

Can't complete these steps because you can't access the email address?
If you can't access the email address that receives emails from the online training portal, submit the form below. In the 'I am having problems with' field, choose 'I can't access the email address linked to my account'.

If you don't know your password, see Forgot your password.

You'll need to enter either your username or your email address to reset your password.

If you don't know the username or password for your account, submit the form below. In the 'I am having problems with' field, choose 'Log in (confirmation email, passwords)'.

• Please allow 5 minutes for the email to arrive, and check your spam folder.
• The link will expire 30 minutes after you sent the request.

If you don't receive an email within 30 minutes you can try again and:

• make sure the email address is typed correctly
• try another email address you may have used for your account.

If you still don't receive an email, or you know you can't access the email address for your account, submit the form below.

If you can't access the email address that receives emails from the online training portal, submit the form below. In the 'I am having problems with' field, choose 'I can't access the email address linked to my account'.

A certificate is issued when you've completed all topics within a module. You can find your certificates in My certificates.

If you’ve received a certificate, this means you’ve completed 100% of the course. Disregard the course completion section of the online module if it displays a percentage lower than 100% but you have your certificate.

If a certificate doesn't appear in 'My certificates' even though the module shows 100% completion or you've received an email confirming it’s complete, you may need to finish the certificate process.

1. Choose the module and course you need a certificate for.
2. On the course page, find the 'Certificate of completion' section.
3. If you've finished all the parts of the module, the status will be 'To do: View'.

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4. Click the certificate link and the certificate is created. You can view or download it, and the status changes to 'Done: View'.

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5. Your certificate will now also be in 'My certificates'.

If the 'Certificate of completion' section is locked, you still need to complete something in the module.

If you want to a new certificate with a new completion date: 

1. Go to My certificates, download your existing certificate, and keep it for your records. 
   This won’t be available in the training portal after you follow these steps. 
2. Go to the course page for the module you want to reset. 
3. Choose ‘Reset my activity completion’ at the top of the screen. 
4. Choose ‘Continue’. 
5. You will see a confirmation message stating your completion has been reset. 
6. Repeat the module and get a new certificate with a new date.