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FAQs

Answers to your most frequently asked questions.

Troubleshooting

I can’t find the course or webinar I’ve already purchased

Please make sure you are logged in to your account and that it is the same account you used to purchase the course. The most common reason users cannot find their purchased training is that they have more than one account and are not logged into the correct account.

You can log into your account here. Once you are logged in, you can find all of the courses you have access to here.

If you have lost or forgotten your password, you can request a reset here.

If you suspect you may have created more than one account in error, please contact us and provide us with as much information as possible, including potential email addresses you may have used to create your account. Additionally, please let us know which account you would like to be your main account so that we can combine them into one.

If you continue to have difficulties please contact us.

Please ensure that you have entered your login credentials correctly here.

If you have lost or forgotten your password, you can request a reset here.

If you continue to have difficulties please contact us.

If you can’t remember your details, please try requesting a password reset from the following link: www.carolynspring.com/my-account/lost-password

If there is an account registered with the email address you entered, you will receive an email that contains a link that you can click to reset your password. Please check your spam or junk folder as the email may end up there. If you still have not received the email, please check that you have entered your email address correctly, or try alternative email addresses.

If you cannot remember the email address you used, or you no longer have access to it, please contact us and include as many relevant details such as order numbers for any purchases, your name and billing address, potential email address for the account, etc.

With these details, it will help us to locate the account on our system and re-establish your access as soon as possible.

You can request a password reset here.

Please leave about 10 minutes between password reset requests and make sure that you are entering your username or email address correctly.

Please check your inbox fully, including your spam or junk folder as the email may have ended up in there.

If you are still unable to reset your password, please contact us.

Please contact us and provide us with as much information as possible, including potential email addresses you have used to create your account. Additionally, please let us know which account you would like to be your main account so that we can combine them into one.

Certificates are available to download once all lessons within a course have been marked as complete (including the final page ‘Resources’) and the ‘complete course’ button has been clicked. Certificates will automatically display the name of the account holder and the date that the course was marked as complete.

You can find a link to your certificate on the ‘course complete’ page following the final lesson or download it at any time from your learning account which can be accessed here.

If you are experiencing technical difficulties, please check your browser settings in case downloads are restricted or disabled. Additionally, please check where your downloads are saved as the file may have been saved automatically.

If you continue to have issues please contact us.

This may happen if you are not logged in before you begin a course or return to a course not yet completed. Please make sure you are logged in here and try again.

If you have lost or forgotten your password, you can request a reset here.

Once you are logged in, you can find all of the courses you have access to in the ‘My courses’ section of your account here.

 

Please take care entering your coupon code in the box. We would recommend that you copy and paste it to make sure it is correct. Some coupon codes have restrictions and cannot be used in conjunction with other coupon codes or on items that are on sale. If your coupon code continues to not work, please contact us, explaining what you are trying to purchase and which coupon code you are trying to use.

Please make sure that you have marked each lesson within a course as complete. You can mark a lesson as complete by scrolling down below the lesson content and clicking the button labelled ‘Complete Lesson’. N.B. This is also required for the final page which lists all course resources.

Once all lessons have been marked as complete, you can view your certificate on the course completion page or in your account here.

 

 

To play a video, you can click on the ‘Play’ button in the lower left corner of the player window or on the video itself. If you start the video then pause it, the video will buffer.

If the video is buffering or won’t play, it may be your device. You can test this by trying to watch the same video on a different device or by restarting your device and trying again.

It may be your internet connection. You can run a speed test to see if your connection is slow. You can check your speed at www.speedtest.net. You can also try restarting your internet connection or connecting to a different network.

We offer the option to download our videos so that you can watch them offline and not have to worry about streaming them over an internet connection. You can download each video from within each lesson.

Occasionally there may be issues with Vimeo, which is the platform which hosts our videos. These are usually short-term, so please try again later.

Please check the video player settings to make sure that the volume is enabled and turned up. This setting is controlled by the different sized bars to the left of the cog beneath the video.

Please check that your device volume is enabled and turned up.

Please check that you don’t have any external devices connected to your device, such as headphones or a wireless speaker.

If there is still no sound, please contact us and we will investigate.

Making a purchase

I can’t find the product I’m looking for

Due to the pandemic, we have reduced the number of products we have for sale. We currently have only online courses to purchase directly from our website, which can be located here.

Our books are all available to view here and are supplied directly from Amazon. We no longer supply any physical products ourselves due to a lack of staffing and storage facilities.

As exchange rates fluctuate on a daily basis, we recommend using a service such as www.convertmymoney.com shortly prior to purchasing for a more accurate reflection of the price in your currency. You may complete your purchase using any major credit or debit card and it will be automatically converted at the prevailing rate. Please note that your card issuer may apply their own exchange rate to your purchase.

Yes, we can. Please click here to request an invoice.

If you are considering our trauma training for a group of 5+ please visit our group training page for more information about discounted access.

Please take care entering your coupon code in the box. We would recommend that you copy and paste it to make sure it is correct. Some coupon codes have restrictions and cannot be used in conjunction with other coupon codes or on items that are on sale. If your coupon code continues to not work, please contact us, explaining what you are trying to purchase and which coupon code you are trying to use.

As everyone’s needs are different, we would recommend beginning by following the three steps on our Start Here page and exploring one of our themed collections which will signpost you to relevant courses and books.

Carolyn’s training

Can I book Carolyn to deliver in-house training?

Carolyn is not currently available for in-person training. However, by negotiation she may be available for group Zoom sessions as a follow-up to a team or group completing a series of training. Please ask about cost and availability when booking group training.

We offer discounted pricing for organisations wishing to purchase our training for 5 or more people. Please visit our group training page for more information.

We are pleased to offer concessions on non-sale items for people on a low income and students. Please submit your request here. We also offer discounted pricing for organisations wishing to purchase our training for 5 or more people. Please visit our group training page for more information.

Carolyn has completed extensive therapy training, but does not work as a therapist. Instead she believes she can help people best through her writing and training. There are two people in the therapy room – the therapist and the client – and she believes that all trauma therapy training should incorporate the perspective of both.

It is particularly important that trauma survivors who have been rendered powerless and voiceless are heard and seen rather than having treatment approaches imposed upon them. Carolyn’s contribution is therefore to combine the latest clinical theory and neuroscience research with the personal narrative and perspective of trauma survivors and clients.

There is no time limit on completing our courses and our lifetime access promise means that you may return to your purchased training at any time in the future. Should we ever remove the courses from our website, we will give you plenty of warning and you will be able to download all the materials to keep on your device – which you can also do at any time.

Carolyn’s training has been successfully accepted as CPD for BACP and UKCP’s purposes for a number of years. Over 17,000 people have attended her live training and there are currently over 35,000 people (mostly therapists) currently enrolled on her online courses. We are not aware of the CPD certificate issued upon completion ever not being accepted for CPD purposes by any of the main organisations.

We offer trauma training across a range of topics including child sexual abuse, dissociation and dissociative identity disorder (DID), suicide and self-harm, attachment and trauma.

Delegates from a wide range of backgrounds and sectors purchase our training, including:

  • counsellors
  • psychotherapists
  • psychologists
  • rape crisis or helpline staff and volunteers
  • CPNs / healthcare staff
  • police, prison and probation staff
  • social care staff
  • education staff
  • survivors
  • supporters
  • anyone working with people who have suffered trauma in childhood

If you are a survivor, you may find aspects of our training challenging or triggering, but most people can manage this well with planning.

Carolyn aims to make the complex simple and accessible, so if you are interested in a topic, please just dive in regardless of your background.

Getting help

I want to contact Carolyn directly

Carolyn receives many thousands of messages every year and regretfully it is not possible for her to respond personally to each one, although please know that they are appreciated. 

Incoming messages are monitored by a member of the team and raised with Carolyn when she has availability.



Carolyn very occasionally offers 1-1 consultations, principally for professionals to discuss specific complex case issues, but at this time she has no further capacity to take on new consultation work. Should this change in the future it will be announced on our website and to our mailing list which you can join here.

Unfortunately, Carolyn does not offer supervision herself and is not able to recommend individual supervisors.

Unfortunately we cannot recommend individual therapists. However, there are a number of good directories where you can search for therapists in your area, specifying that you are looking for someone to help with trauma, sexual abuse, dissociation etc.

The two most helpful directories are:
www.counselling-directory.org.uk
www.bacp.co.uk/search/Therapists

You may also find this article helpful: ‘How to find a therapist for a dissociative disorder’.

Other useful resources are available here: Getting help

This website offers a lot of useful information via our blog, podcasts and training. If you are looking for one-to-one help from a therapist, these directories are a good starting point:

www.counselling-directory.org.uk

www.bacp.co.uk/search/Therapists

 

Other useful resources are available here: Getting help

Other

Can you publish my poetry or blogpost?

Unfortunately we are not accepting guest contributions to the website at this time.

Carolyn’s principle focus currently is writing. However she does occasionally accept invitations to speak at conferences, symposia etc. If you would like to discuss this further, please send full details including event title, dates, fees, anticipated audience, preferred topic, and any other relevant information to requests@carolynspring.com.

Please visit this page and complete the sign-up form.

Please simply click the unsubscribe link on any of our emails.

Unfortunately we have nothing to do with Amazon’s order and delivery process and so cannot assist. Please consult the Amazon help centre through your Amazon account for issues and queries related to orders on their platform.

You can find our terms and conditions here.

You can find our privacy policy here.

We cannot provide returns or refunds on our digital products as they are available immediately after purchase.

Physical products are covered by the Consumer Rights Act 2015 and the Consumer Contracts Regulations and are eligible for return within 14 days or purchase. However, we no longer sell physical products directly from our website.

You can find out more in our Terms and Conditions at the following link: https://www.carolynspring.com/terms-and-conditions

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