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General Online Training FAQs

I'm having trouble logging into my account.

Be sure you are typing in the username/password exactly as you did when registering your account. Your username and password is case sensitive, so check to make sure the Caps Lock button isn’t on. 

Make sure you’ve confirmed your account through the link that was sent to you when you signed up. 

If you’ve lost the link, you can have your confirmed re-sent here

If you’ve forgotten your password, you can recover it here.

Will I have instant access to the course?

Yes, once you have completed the registration process you will receive an email with your login information. You may want to check your “junk folder” if you do not see it right away. 

Will my progress be saved?

Yes, all course progress, as well as past courses taken, are connected to your account. You can access digital badges, wallet cards and certificates through your profile. If you have any trouble, just ask our support team via email or our live chat.

What happens if I fail the course?

You can't fail a course. It is set up as a self paced training course. Each module has a test, and if you do not pass the test, you will be asked to review the module again and then you can re-challenge the module test. You cannot move onto a new module until you have successfully completed the module test. There is no limit to the number of times you can challenges each module test. 

Do you offer refunds?

St. John Ambulance does not currently offer routine refunds for our online training. If you have any issues about the content or delivery of your course, please do not hesitate to reach out to our customer support team.

Group Training FAQ

Are you managing a group of learners? If you are in charge of purchasing, distributing, and keeping track of your team's courses, these questions may be relevant to you.

How do I add a learner to my organization?

Method 1: For New Learners

Organizations are a way for you to keep track of your learners. Some training managers may have more than one organization, while others will only need one. To create an organization, simply click Organizations > + New Organization.

Once you’ve created a new organization, you need to add learners to it. There are several ways of doing this.

If the user doesn’t already have an account, you can click on “Organizations” in your dashboard and click the gold “Add User” button. 

Enter an email address your learner can easily access and use to take training. They will receive an email invitation to join your organization. 

They will need to sign up for their own account, either with the same email or phone number, but will still be a part of your organization once they join.

Method 2: For Existing Learners

If the learner has already signed up with the site, you can still add them to your organization. 

Go to your Learner List by clicking "Learners". Add them by clicking the yellow "+Add" button at the bottom of the page. You can specify which organization you wish to add them to, as well as add training you wish them to take. In order for the learner's current account to be correctly matched to your organization, you must use the same email or mobile phone number they originally signed up with.

If your learner has already been added to your list, you can edit their organization information. Click on the learner's name to bring up their profile, then go to the "Learner Organizations" tab. Click the bar to bring up a list of your organization. Select the organization you'd like to add them to, then click "Save."

What are login tokens?

If your learner doesn't have an email address or mobile phone number that they can use to take training, another way to add learners to your organization is through login tokens. 

This unique token allows your learners to access the accounts that you set up for them and ensures your accounts are linked. Just create a learner, assign their training, and send them their login token. The first time your learners log in with the token, they’ll confirm their details and be ready to start the training you’ve provided.

How do I distribute my courses to a learner?

Click on Licenses, then Distribute on the course you'd like to send out invites for, either through course invitation or enrolment keys. 

Course invitations get sent directly to the learner; they can accept/decline the invitation in their “My Courses” page.

Enrolment keys must be shared to your learners by you, however you wish to do so. Once the learner receives the enrolment key, they can enter it at the top of their “My Courses” page by clicking "Use Key".

How do I print wallet cards for my learners?

Click on Learners, then bring up the learner report you want by clicking on the learner's name (or on the gear icon beside their name)

In the learner report, click Certification History, then choose the certificate you want to print out.

Finally, in the pop-up, click Print Wallet Card to open a PDF. Print the document like you would any other (file > print).

Will the learner's certifications and progress be saved?

Yes, your learner's progress will be saved. We’ve made sure that your records and licenses are all in the new site, ready for you to check. 

Simply click on the learner's name to bring up their profile (you can also access this from their gear icon on the right side of the learner list). 

Course and certification history are available to view. You can also add the learner to a new organization from the Learner Organizations tab.