Help and Support

Welcome to our Help and Support section of the site. Here you’ll find answers to questions that we're currently being asked about Emergency Medical Training and in particular, solutions to common issues and questions regarding our online training area of the website.

As with any website, we're finding that people are asking us new questions every day. With this in mind we're committed to keeping this help and support section as up-to-date and as relevant as we can. To achieve this, we monitor what our customers (and even those who aren't!) are asking us on a daily basis, and will use this information to add new FAQ's or amend existing FAQ's and support guides.

If you can’t find what you’re looking for, you’ll be given the option to contact us with your query, or in the event that you find something wrong on our site, the opportunity to report a problem.

Our most popular Frequently Asked Questions concerning various areas of the site are listed below. Just click on a question to get more information, or choose a subject area to find more solutions.

Most Popular Questions and Answers


The website does not display properly on my screen (web browser).

Our website is built using the latest web technology available. To get the best user experience available we'd recommend that you download the latest version of the web browser you are using. Some of our favourites include Internet Explorer 7 or 8, Firefox 3, Safari 3, or Google Chrome.

The text on the website is too small. Can I increase it's size?

If you are using one of the latest versions of our recommended web browsers you should be able to increase the size by pressing 'Ctrl' and '+' on your keyboard.

What are the system requirements for accessing online training?

For system requirements, please refer to our technical help section.

The course videos do not play smoothly and the sound is stuttering.

To play the course videos, you will need a broadband connection with a minimum download speed of 512kb per second. To ensure smooth playback, we'd recommend a minimum download speed of at least 1mb per second. If you are not sure what connection speed you have, please check with your Internet Service Provider (ISP).

My computer won't let me install the updates you recommend. What should I do?

If you are accessing the site on a computer at you workplace or organisation, you may not have permission to install software. If this is the case, you should contact your system administrator or person responsible for keeping your PC software up-to-date.

Users & Account

I have a new email address and want to use this instead of my old one.

Enter your 'My Account' area and just click on 'Edit' in the 'Your Details' section. Here you can change your email address, providing it is not already in use.

How do I become a Multi-User Account Manager? / Who is the Multi-User Account Manager?

If you register as a Multi-User, you will automatically become the Account Manager for that account. You will then be able to register extra users, depending on how many subscriptions you have purchased.

I've forgotten my password to the site, can you send it to me?

Yes. Just go to the login screen and click on 'Forgot Username or Password'. Just type in your email address and we will send you an email with instructions on how to re-set your password.

How can I cancel my subscription?

Subscriptions are not auto renewing, meaning that you, yourself will have to purchase a new one after each time it runs out. However should you wish to delete your account completely, you may do so using the appropriate option your 'My Account' section of the site.

Do you keep my records?

We will keep the information you entered when you registered for the site for the duration that your account exists with us. If you cancel your account, your records will automatically be erased from our system. Users who let their subscription expire and do not renew within 18 months will also be removed from our system.

Subscription & Billing

Is the Emergency Medical Training website secure?

Yes, just like all other well known e-commerce websites, we use the latest 128bit ssl technology to encrypt any personal data you submit to us. We also store your details in accordance with the Data Protection Act. For more information on this topic please refer to our privacy policy.

Do all course subscriptions last for one year?

Yes. All our current course subscriptions last for one year, at which time they must be renewed for you to be able to access course material.

After I click checkout, why am I taken to a Barclays website?

All payments you make to us via our website are processed by Barclays bank. When you head to the checkout page you are taken to a secure website provided by Barclays, so that you can enter your credit card details in a secure environment as possible. We do not store any of your personal credit card details.

Will my course subscriptions be automatically renewed?

No. When the end of your subscription period approaches, we'll email you to remind you that you must renew your subscription.

I'd like to subscribe myself or my company to your courses but I'd like to pay via invoice. Is this possible?

We do accept payment via invoices. To set-up an account with us please call our sales hotline, where a member of staff will happy to discuss your needs.


When do I get my course certificate?

To get a course certificate, you must achieve a score of 80% or more in your end of course test. You will then be able to print out your certificate of completion.

How long do your online courses take to complete?

Our online courses vary in length, but generally take between half an hour and one hour to complete. However should you not have enough time to do an entire course at once or would like to complete the course in installments, you can! When you log out or leave our website, even in the middle of a course, your progress is automatically saved. Next time you visit the site, you can resume where you left off!

I've lost my certificate, can I get another?

Yes, as long as you have a current subscription, you can print another certificate by clicking on the appropriate option in your 'My Account' section.

Are your online courses accredited by an official governing body?

Yes. Our courses have received accreditation from Future (Awards and Qualifications), a National Awarding Organisation accredited by Ofqual, DCELLS and CCEA. This means you can be guaranteed a consistent standard of learning with the added benefit of a certificate of achievement by a nationally-recognised Awarding Organisation.

How often do I need to renew my qualifications?

We recommend that you do this at least once a year, as people tend to forget techniques they have learnt if they leave it longer than this period.


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Help and Support

Need some help? View our user help and support sections, or contact us by email or phone.