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Support Centre

To make it easy for you to get the support you need, we have split the frequently asked questions into the digestible sections below.

Frequently Asked Questions

From time to time you may come up against a problem when attempting to purchase or complete one of our online courses. We recommend using Google Chrome for the best possible user experience, if you are stuck though and have a problem please check out our frequently asked questions below.


Top Queries

I need to reset my password

The quickest way to reset your password is to click on the 'Forgotten your password?' link at the bottom of the login page.

Enter your email address when prompted and confirm you are not a robot by checking the CAPTCHA box.

After that, click on 'Request Password Reset' and you will receive an email with a link to reset your password. This link will expire one hour after the request.

Please use the email address we have on file for you and check your junk or spam folder in addition to your inbox. The email will be from 'Virtual College'.

I cannot remember my username

If you are accessing our new system your username is your email address, however if you’re accessing our older system it might be something different to your email address please go to to retrieve your username.

My course is stuck/frozen

If your course is stuck/frozen, this may be down to the internet browser you are using. Please could you check the following before getting in touch with the Support Team:

  • You’re using a PC/laptop and we strongly recommend that you’re using Google Chrome or Internet Explorer as your browser as this gives the best learning experience for our online courses
  • You have Flash player installed (use if you need to download this). Please note this is free to download
  • You could clear your computer’s cache (browsing data history). Do this by Clicking Ctrl-H or clicking on History and ‘Clear Browsing Data’
  • If you are using an IPad, we would recommend that you use the ‘Puffin’ Internet Browser (this can be downloaded for free through your App Store)
  • This course may not run properly on certain phones

The 'Next' button is not appearing whilst doing my course

When the ‘Next’ button doesn’t appear, this means that either a slide hasn’t been viewed properly or an image within the course hasn’t been clicked on. To rectify this, please go back onto your course and select the ’Menu’ button at the top right-hand side of the page to see all the pages within the course.

Those still listed in black text have not been fully reviewed (those listed in grey are fully complete). When you are on the relevant page, ensure that you click on all interactive features and listen to the narration until the end before selecting ‘Next’.

I have allocated a course to the wrong email address

Please log back into your purchasing account and go to ‘My Purchases’, followed by ‘Purchase History’. A new page will appear showing the courses you have allocated to users email addresses, from here you will be able to click on the incorrect allocation and ‘revoke’ this.

You can then re-allocate this to the correct user by going to ‘Available Items’ and inputting their correct email address.

Please be aware that you can only revoke courses from the user if the status is still showing as ‘Pending’.

I cannot access my certificate

If you are accessing our new system you will simply need to go to your Awards tile confirm your name is correct and finalise your certificate.

If you are accessing our older system you will need to have Flash player installed, then click on the 'Completed Learning' tab. 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.

Making a Purchase

How to buy

Purchasing courses through Virtual College is like purchasing goodies on Amazon or eBay! You simply put the course(s) you wish to purchase in your basket and change the quantities to show how many courses you wish to buy (bare in mind one course is for one person).

Once you are happy with the quantity, click ‘Update Quantities’ and ‘Checkout’. You will then be able to pay for the courses via card or PayPal.

Once you have made the payment, you will receive a welcome email from our system confirming your details to log in with.

Can I give courses to someone else?

You will need to purchase the courses through our website and log into your purchasing account. Once logged in, you will need to click on the ‘My Purchases’ tile, then click on ‘Give to others’, please enter your colleagues email address, click ‘Add’ and then ‘Give’.

The system will create your colleague with an account and send them a welcome email confirming their details to log in with.

Do I need an email address to buy a course?

Yes, you will need an email address to buy a course. This is because we use your email address to create an account for you in our system, where you will complete the training.

We also need your email address to send you your purchase invoice/receipt. The accounts are only created once and are tied to your email address. If you buy more courses using the same email address in future, then these courses will automatically be added to your account.

Is there a discount if I buy several courses?

Discounts are available for purchases of more than 10 courses. If you want to talk to us about a bulk discount, please call our Sales Team on 01943 605 976 option 1.

Do the online courses contain sound?

Yes, Virtual College’s courses includes sound. But please do not worry if your computer does not support sound, as the narration is covered in an optional text box at the bottom of each screen.

Is there a refund policy?

We want you to be completely satisfied with your course. We offer a 30 day, no hassle, no quibble, money back guarantee if you are not 100% satisfied.

To request a refund, you should email our learner support team with your receipt stating why you would like to be reimbursed.

*You must not complete the course or print your certificate in order to make a valid refund claim.

Can I buy a course over the phone?

For larger purchases we can take payment over the phone but it is extremely easy and convenient to purchase them from our website. You can choose the course(s) you wish to study, make a secure payment and then start the training or allocate it to other learners straight away.

Alternatively, if you wish to set up an account with Virtual College to purchase courses for your organisation, please call our Sales Team on 01943 605 976 option 1.

Getting Started

Can I access a course from anywhere?

Yes you can complete a course from any computer that has internet access.

Can multiple people access the same account?

No they cannot. We do not recommend users sharing accounts as this interferes with names on certificates if the account ends up having more than one user associated to it.

You will need the users email address to allocate the course to the learner and the system will send a welcome email containing log-in details for your colleague to access the training via their own record.

What is the best browser to use?

From time to time you may come up against a problem when attempting to purchase or complete one of our online courses.

We recommend using Google Chrome for the best possible user experience, however if you are stuck and have read through our frequently asked questions please contact our Support Team.

Will the course work on a tablet or a phone?

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.

Do I need advanced computer skills?

No, if you can access a computer, understand basic functions and follow instructions you will be able to use the system.

How long does it take to study a course?

If you are buying a course online a guide to how long it should take you to complete is usually given within the course description under the heading “Duration”.

Virtual College does not set a time limit for courses to be completed. You can log in and log out as many times as you want and resume from where you left off. The training can be completed over as long a timescale as you want, there are no deadlines.

However, if your employer purchases courses for you to take as mandatory training, they may set a time limit for your completion.

Is there a test at the end of the course?

Yes, there is a online assessment at the end of the course. You will be given six attempts to pass. If you fail the 6 attempts, you will need to purchase the course again via our website.


What is CPD?

For more information, please click here.

How long is my City & Guilds Food Hygiene certificate valid for?

Industry standard is to renew your food hygiene certificate every three years. In certain industries and with high risk employers such as the NHS, it may even be the case that most food hygiene certificates are renewed every single year.

I have lost my certificate, how do I get another copy?

You will need to log into your record and go to your ‘Completed Learning’ / ‘Awards’ tab on your record.

This part of your record shows all your completed courses and from here you will be able to save and print your certificate.

I paid for a posted Food Hygiene certificate, when will it arrive?

Have you double checked that you’ve finalised your certificate on your account? Virtual College won’t send out your certificate unless you have finalised your certificate and confirmed the address you need the certificate sending to.

If you have done this, we send out your certificate in first class post, so the certificate will be with you in 1 to 2 working days.

The name on my certificate is wrong?

Please contact our Support team on

Do you send posted certificates?

The only certificates we post out to users are for the Level 2 and 3 Food Hygiene courses, as there is an extra cost to have this certificate posted out.

Choose a topic

If you are having difficulties using our training or just logging on to the system check out or help pages below by clicking the relevant button.


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About Our Courses


How can we help?

Send a message to our learner support team using the form below.

ISO 9001:2015
Crown Commercial Service Supplier
LPI Accredited Learning Technologies Provider


+44 (0)1943 605 976

Virtual College

Marsel House


West Yorkshire

LS29 8DD

Awards for footer
Gold and silver award winners at the Learning Technologies Awards 2017 - including gold for excellence in the design of learning content.


We are in the process of moving to one Virtual College website. If you want to go back to a course, or start a course, bought from our old website then you may need to login to our original learning management system. Otherwise, please proceed to our new learning management system to return to your training.


You are already logged in. Click the button below to be taken to your LMS dashboard. Alternatively, click logout to leave the system.