e-Learning Support

If you’ve got a problem then you’ve come to the right place!

Below follows the most typical questions and issues you might encounter whilst e-learning with us. We’ve tried to offer as much detail as possible so that it’s possible to solve your issue quickly and effectively.

Help Sections include:

Credit card & Payment Information

Smart phones / hand-held devices

Technical issues

- Login / timing out issues

 - IP / Network issues

 - Movie playback issues

Certificate of Completion

Authors / content owners / subject matter experts

Organizations

Multiple Seat Licenses

 

Credit card & Payment Information

What types of payment do you accept?

We accept both MasterCard and Visa credit and debit cards as well as PayPal payments if you choose to pay via our secure payment partner. We also accept bank transfers (net of bank charges) to our Barclays Bank account.

What if I want to pay in a currency other than GBP, Euros or USD?

You can pay in dozens of international currencies but your payment to us will be made to us at the fixed USD price. Therefore the billable amount in your currency might vary according to the exchange rate required to purchase the course in USD. Bear in mind the exchange rate variances and please note that the currency converter exchange rates are fed through to us via the European Central Bank on a daily basis. You might encounter a slight discrepency if you choose to pay in your local currency. We suggest that you select USD or GBP for your transaction.

Do I have to pay online? Can I send in a cheque or place my order by phone?

  • We do not offer a service to order over the telephone or by mailing in a cheque for an order.
  • Customers can place their order online using facilities provided by www.2Checkout.com AND
  • We do allow customers to pay by BACS / SWIFT transfer by initiating the payment directly from their bank account to ours. Please note that a fee to cover bank charges will be levied by your bank if you choose to go this route. Please select the payment option 'payment by bank transfer' on the checkout page if you’d like to pay via BACS / SWIFT or internet transfer. You will be emailed an invoice containing our Barclays Bank account details. Please email us the payment confirmation so we can keep an eye out for the payment coming into our bank account. Payment can take 6-8 days to reflect in our account. Bear in mind that we manually release the course once payment has been received in full. We will not release your course if bank charges have been passed onto us. Please make sure that you are responsible for bank charges when initiating the payment.

 

How will the charge appear on my credit card statement?

It will appear as 'skillsonlinegroup'.

If I sign up for your training courses, are my credit card transactions secure?

When you sign up for our online training, you can always be 100% confident that your credit card information is secure. When you decide to purchase you will automatically be re-directed to our secure payment partners: www.2Checkout.com.

2Checkout.com are the authorized reseller for over 1.6 million tangible and digital products and services and have been providing payment gateway services for 10 years.

  • Your personal data is protected with the highest security standards and your data is safe.

 

How can I get a copy of my payment receipt?

A payment receipt will be automatically generated and sent to your registered email address.

When I place an order online with my credit card, it asks for my Security Code. Where do I find that?

For Visa, MasterCard and most major cards: turn your credit card over, and you should see a number on the back, on the signature strip. Your Security Code is the last three digits at the end of that number.

Smart Phones 

Do I need to install additional plug-ins in order to watch your training modules?

You will need to have Flash installed on your smart phone as our player and modules are streamed as Flash movies.

Can I download the training modules onto my smart phone to watch offline?

No. Our training modules can only be watched online as streaming video. They cannot be downloaded to your device.

Why does the streaming movie keep pausing or stuttering?

You’re probably experiencing a few problems with your network connection. Our training modules can be viewed over Edge, 3G, or a wireless connection, although the recommended method is wireless. To improve the viewing of content over slower networks, check your settings and select low video quality to see if the playback improves.

Technical Help

Log In / Time Out issues

I have cookies enabled in my Firefox browser, but I still receive a message stating I must enable them to log in.  How can I fix this problem and log in?

In addition to enabling cookies, you may also need to add a "cookie exception" to allow access to www.skillsonlinegroup.com

Below are step-by-step instructions for adding a cookie exception in Firefox 3.0/3.5 for both Macintosh and Windows versions. Please be sure to follow instructions for the version you are using to log in at skillsonlinegroup.com.

Macintosh Users

To find out what version of Firefox you are using, choose Firefox > About Mozilla Firefox from the menu bar at the top of your screen. The version number will be displayed in the dialog box that appears.

Firefox 3.5

1.    From the Firefox menu bar, select Preferences...

2.    In the Preferences menu, select the "Privacy" tab

3.    In the drop-down History menu, select "Use custom settings for history"

4.    Click the "Exceptions..." button, add www.skillsonlinegroup.com as an exception and click "Allow"

Firefox 3.0

 1.    From the Firefox menu bar, select Preferences...

2.    In the Preferences menu, select the "Privacy" tab

3.    In the Cookies section, click the "Exceptions..." button, add www.skillsonlinegroup.com  as an exception and click "Allow"

Windows Users

To find out what version of Firefox you are using, choose Help > About Mozilla Firefox from the Firefox menu. The version number will be displayed in the dialog box that appears.

Firefox 3.5

1.    From the Tools menu, select Options.

2.    In the Options menu, select the "Privacy" tab.

3.    In the drop-down History menu, select "Use custom settings for history".

4.    Click the "Exceptions..." button, add www.skillsonlinegroup.com as an exception and click "Allow".

Firefox 3.0

1.    From the Tools menu, select Options.

2.    In the Options menu, select the "Privacy" tab.

3.    In the Cookies section, Click the "Exceptions..." button, add www.skillsonlinegroup.com as an exception and click "Allow".

I try to log in and view learning content but I can only see your preview demos…

Your browser must support the use of cookies and you need to have cookies activated.

Technical Help - IP / Network Issues

Why do the modules display a question mark instead of the content?

Some networks are configured to block streaming media (.mov files) or data supplied by HYVE (our streaming partner). Please consult your network administrator if you suspect this to be the case.

What port do we need to connect to for skillsonlinegroup.com to work?

The port should be irrelevant as our training is browser based.  As long as browsers have access to www.skillsonlinegroup.com  and streaming media with Flash installed, our online training should work.  However you may need to allow our IP in the network security settings.

To get the current www.skillsonlinegroup.com IP address, ask your Network Administrator to ping the following address: www.skillsonlinegroup.com

What kind of bandwidth is optimum for your online training courses?

Up to 440 KB/s per individual user

Technical Help – Movie Playback issues

I am on a MAC and I’m using NetBarrier X5 and the movies won't load.  How can I fix this?

Locate the NetBarrier icon on the menu bar located in the upper right hand corner.

1. Open NetBarrier.

2. On the overview screen, select "Surf".

3. Select "Information Hiding"

4. Un-check the "Hide information about my computer and Web Browser" box.

5. Refresh your browser.

I click on a module link but nothing happens. No pop up window appears.

Be sure you have a JavaScript-enabled browser.

You may also have security software blocking the playback or scripting.  Try temporarily disabling your security software as a test, or configure your security software to allow playback, cookies, and pop-ups from www.skillsonlinegroup.com

Occasionally modules don't load properly or I have sporadic playback failures, how do I fix this?

While logged in, click on the pink logout button at the top right to formally logout. After the site has completely logged you out, try logging back in again. This will formally end the session components in a way that closing your browser and logging in again will not. The pink logout button is a good way to clear up most playback issues.

Clearing the browsers cache/temporary Internet files can fix problems with playback, as well.

To do this in Firefox 3.5 or higher:

Click the Tools menu.

Select Clear Recent History.

Make sure Time range to clear is set to ‘Everything’.

Make sure Cache, Cookies, and Active Logins are checked

Select Clear Now

To do this in Internet Explorer:

On the Internet Explorer Tools menu, click Internet Options. The Internet Options box should open to the General tab. 

On the General tab, in the Browsing History section, click the Delete button to open the control menu.  Under the first heading called Temporary Internet Files select Delete files. This will delete all the files that are currently stored in your cache.

I click on the module, but no player or video plays is presented.

Make sure you have the latest version of Flash installed. It's free to download from the Adobe website. 

I am running Norton Personal Firewall, and I am having trouble accessing the movies.

If you are running Norton Personal Firewall, or if you have Privacy Control activated, please do the following:

Double-click on the SSL-Secured icon (the padlock) in the lower right-hand corner of the LMS screen. The SSL Certificate Information screen will appear. Double-click on the Install Certificate icon. When the Certificate Import wizard appears, install the certificate by clicking the Automatically Select button. Continue through the Install wizard by clicking next, etc. Open Norton Personal Firewall and deactivate the Privacy Control, so the status reads "Off."

Restart your computer. You should now have full access to our Learning Management System.

Certificate of Completion

What courses offer Completion Certificates?

All SOG courses are eligible for earning Certificates of Completion

What do I need to do to earn my Certificate?

Our Learning Management System automatically generates a customised Certificate when you complete and pass the final knowledge test. You need to score 75% in order to pass and receive your Certificate.

How do I view or print my Certificate of Completion?

When you have completed and passed the Final Knowledge Test a 'Get your Certificate PDF' button will appear under in the 'My Courses' page. You can print your Certificate or save it to your machine.

Is the Certificate endorsed by a third-party authority or organization?

Courses that carry CPD points are accredited and recognised by the UK’s Chartered Institute of Marketing CPD Programme.

Your Certificate will be required as proof of training if you are studying towards certain CIM qualifications.

Are there other Certificate programs for the courses you offer?

Not yet, but we will be launching formal certifications in due course!

Does my Certificate cost anything?

There is no additional cost to receive your Certificate of Completion but you do need to pass the the course. We do this to ensure the knowledge transfer and so that you gain maximum benefit from our online training.

Is there someone there who can verify the Certificate? For example, if someone lists it on their CV, could a potential employer contact Skills Online Group?

The Certificate is automatically generated using a complex certificate generator that auto-populates your personal information. The Certificate would be hard to copy and as such we don’t provide verification unless requested to do so in exceptional circumstances.

When can I get my Certificate?

You can only receive your Certificate once you have completed and passed the final knowledge test.

Authors / Content Owners / Subject Matter Experts

Please contact us to discuss any issues you have with your authors account or to discuss collaboration, licensing or similar – authors(at)skillsonlinegroup(dot)com

Organizations

We offer multiple-seat licenses for all our training. We can create a single account and then populate the account with as many training courses as you require. Tracking information is available to management.

Please contact us to discuss any issues you have with your multiple-user license account or to discuss white-labelling or consultancy etc. – sales(at)skillsonlinegroup(dot)com

Multiple Seat Licenses

Our system allows you to purchase multiple seat licenses and then distribute the licenses via email to your staff or students. Students will receive an email from you which they will need to activate once registered. Once a multiple seat license fee has been agreed, we will issue you with a unique voucher code that you will need to use when purchasing the courses.

Not managed to solve your problem?

Have you looked in our FAQ section and had a good look at the all the various sections of our Help section?

If you still can’t resolve the problem, then please email Technical Support here:

Please include the following in your email:

  • Your computer type
  • Your system profile (i.e. what operating system you are running)
  • A list of the apps that run automatically at login
  • Your connection speed
  • and the exact details of the problem you are encountering!

 

We will look into the problem and contact via email or phone.  Please note that we do not currently offer telephonic support.

Contact details:

Technical support                                       support(at)skillsonlinegroup(dot)com

Accounts and reg. support                      accounts(at)skillsonlinegroup(dot)com

Sales support                                              sales(at)skillsonlinegroup(dot)com

Authors / Content Owners / SME’s        authors(at)skillsonlinegroup(dot)com

General information                                  info(at)skillsonlinegroup(dot)com

 

 


Feedback Form
Feedback Analytics