Virtual College Virtual College
19 January 2018
Frequently Asked Questions
The following questions are frequently asked through the Help & Support system, and in most cases can be solved by one of the solutions listed below. Please click on each question to see the answer.

Q: I don’t know my login details, how do I get back into my account?

A: You need to reset your password. To do this, visit and click on the “Reset your password” button, then input your username (please note that this may not be your email address) and tick the box to confirm that you are not a robot. You will then receive an email with a link to reset your password. Please check in your junk folder if you do not see the email in your inbox.

Please be aware that we cannot resend your original password to you for Data Protection purposes, all learners are required to reset their password using the link above.
Q: When I start the training and click on ‘Begin Training’, the material does not load. What do I do now?

A: This is usually because the browser and/or Flash Player which you are using is not compatible with our system. To check your system compatibility, please visit the following link:

If your browser and Flash Player are compatible with the system, we would recommend deleting your temporary internet files.
Q: My course seems to be stuck and I can’t proceed.

A: You might not have fully viewed some of the course pages and you will be unable to move on until this has been completed. To check this, please select “Menu”. This will show any pages that have not been fully reviewed, in black text (those listed in grey are fully complete). When you view the relevant page, ensure that you click on all interactive features and listen to the narration until the end, before selecting “Next”.

*on occasion, some of our other courses may utilise the “Jump to Page” button, which will highlight any incomplete pages in amber:
Q: How do I print and/or save my certificate?

A: To print your certificate, click on the “Completed Learning” tab and you should see a small printer icon to the right of the relevant course name. Once you have clicked on this, please follow the instructions on screen.

To save your certificate, please ensure that you are using the ‘Google Chrome’ browser. Next, follow the steps above, but when prompted to select the printer which you would like to send the certificate to, select “Save as PDF” instead. You will then be prompted to select a file on your computer to save this to for future access.
Q: My course will not run on my iPad, why?

A: Many of our courses are created in Articulate Storyline, which will run on tablet and mobile devices including iPads and iPhones.

A few of our older courses are developed in Flash, which iPads don’t support automatically. In this case you will need to download a mobile browser with Flash support, such as Puffin. Please ensure that you read the terms and conditions before downloading any applications. We are currently updating all of our courses to run in Storyline.
Virtual College Support

If you are having problems using the system or just need some advice please enter your details in the form below.

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