Frequently Asked Questions (FAQs)

I can't login

Check your username and password. Check you are entering the details correctly. If this still doesn't work follow the ‘forgot password’ link on the login page.

Have you checked your browser? Often if you can’t login another browser may work e.g. Firefox, Google Chrome, Microsoft Edge.

I am not receiving any emails

If you are not receiving emails, then the best place to check is your spam/junk folder. Sometimes emails go to spam/junk and you need to mark them as safe so they are delivered to your inbox.

My card payment details are not working

The most common reason for card payment failures is an incorrect address. It's important to make sure your billing address is correct and matches your card.

Try another card as you may have a problem with your bank provider. If it persists contact your bank.

How do I complete the course?

Work your way through the course by completing ALL of the sections and interacting with ALL of the elements in each section.

I can’t access the next section of the course?

This will be because you have not fully completed this section. Once the blue 'status bar' under the green banner at the top of the page reaches the right of the screen you will be able to move on to the next section, however this will not happen until you have accessed all the interactive elements of the section, including answering all the questions.

Is this course certificated?

Yes you will receive your certificate upon successfully completing the course

I have completed the course, why haven't I received my certificate?

Please ensure you have read through all parts of the course, making sure you have clicked all images and arrows to reveal the information. Even if you have passed the knowledge test, the course won't recognise as being complete unless all information has been revealed. The most commonly missed information is behind an arrow: (See image below)


Once the course has been fully completed, the certificate will automatically be sent to your inbox. Please check your spam/junk folders, and if it has still not arrived, please email

Will this course form part of my Continued Professional Development (CPD)?

This course provides a basic awareness of safeguarding and may form part of your CPD depending on your role or employer and training needs. Please check with your line manager/employer. If you need further advanced safeguarding training, the CYSCP recommend you sign up to the CYSCP Core Offer training which can be found on the CYSCP website.

How do I find out more information about children’s safeguarding in York?

You can keep up to date with information by signing up to the CYSCP Newsletter. You can also follow us on Twitter @YorkSCP.

How do I contact the CYSCP?

If you do need to contact the City of York Safeguarding Children’s Partnership (CYSCP), please email

How often should I complete this course?

Please note, we recommend this course is taken every three years, so you will be automatically unenrolled from the course after this time. Please keep a copy of your certificate safe, as your course completion data and certificate will automatically be deleted from our system after 3 years.

If you have previously completed the course and wish to take this again within the 3 years, you will need to email in order for us to unenroll you from the system. This will allow you to take the course again and be issued an updated certificate with the new date of completion on it. You must let us know if you require a copy of your previous certificate as this and your activity completion will be deleted upon un-enrolment. You are free to re-read through the course to refresh yourself, but in order for an updated certificate to be issued, you will need to contact us to be unenrolled and then use your pre-paid code/purchase access to the course again.