Each course progresses from one lesson to the next by clicking on the ‘complete lesson’ orange button at the bottom of the lesson page, which generally appears below the ‘Need help? Try our online troubleshooting’ message. It looks like this:
Finally at the end of the course there will be a button that allows you to show that you’ve completed the entire course, and the certificate is released. It looks like this:
Having marked the course as complete, you will then be sent to a ‘Congratulations’ page where you are offered a variety of options including being able to download your certificate.
If you’re having difficulties going from one lesson to the next, or the button itself doesn’t appear, sometimes it’s because of a simple caching issue, whereby your device isn’t calling the most up-to-date page from the server, and so is only offering you one it’s stored in memory, which isn’t yet marked as complete.
If this happens, try this:
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.
Also check out this FAQ: https://www.carolynspring.com/faq/my-course-isnt-showing-as-complete/
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.
Each course progresses from one lesson to the next by clicking on the ‘complete lesson’ orange button at the bottom of the lesson page, which generally appears below the ‘Need help? Try our online troubleshooting’ message. It looks like this:
Finally at the end of the course there will be a button that allows you to show that you’ve completed the entire course, and the certificate is released. It looks like this:
Having marked the course as complete, you will then be sent to a ‘Congratulations’ page where you are offered a variety of options including being able to download your certificate.
If you do not end up on a ‘Congratulations’ page, go back to the start of the course and click through every lesson, ensuring that it is marked as complete.
If you’re having difficulties going from one lesson to the next, or the button itself doesn’t appear, sometimes it’s because of a simple caching issue, whereby your device isn’t calling the most up-to-date page from the server, and so is only offering you one it’s stored in memory, which isn’t yet marked as complete.
If this happens, try this:
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. Restarting your device is a remarkably effective solution to many connection issues.
Playing or buffering issues may also be your internet connection. There are two aspects to this: your WiFi connection (the connection between your device and the router) and then the internet connection itself (the connection between your router and your ISP or internet service provider, e.g. BT, VirginMedia, Sky etc). Often you can be tricked into thinking you have a fast connection because you have a good connection with your router (your WiFi connection) whereas actually it’s your internet connection that is slow or having difficulties. You can run a speed test to check this by going to www.speedtest.net. A ‘standard’ connection is at least 2Mpbs and a ‘good’ speed is anything over around 8Mbps. Sometimes the quickest way to fix this is to switch your router on and off (leave it off for 30 seconds before restarting). If available, you can also try connecting to a different network.
We also 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. This may take a few minutes (depending on the speed of your internet connection) but once they are downloaded to your device (which you could do when you’re on a faster connection, such as at work) then you won’t have any further difficulties with buffering. Just remember where you have saved the download to so you can locate it later.
Very occasionally there may be issues with Vimeo, which is the platform which hosts our videos. These are usually short-term and happen very rarely, so please try again later. You can enquire at www.downdetector.co.uk if Vimeo has been affected by an outage.
If there is a notice saying that ‘because of privacy settings, this video cannot be played here’, try the following:
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.
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