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Most Asked Questions
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Most Asked Questions
learner account
premium subscription
learning
certificates
payments
orders
career building tools
accreditation
affiliate programme
refer-a-friend programme
alison app
technical help
How can I get rid of an error message?
If you are receiving an error message such as a parse, fatal or syntax error, it is likely that some changes are being made to our site by our IT team.
To remove the error, you may need to clear your cache. Here are the instructions on how to do so.
If this does not work, then you may just need to wait a few minutes while our IT team completes their changes and then refresh the page.
If none of the above applies, you can still have your account confirmed. Simply send us a blank email with Confirm in the subject line.
How to clear your web browser cache or Temporary Internet Files folder, and why should I do it?
Often referred to as the cache, the Temporary Internet Files folder contains a kind of travel record of the items you have seen, heard, or downloaded from the web. It includes images, audio files, web pages, and cookies.
Storing these files in your cache can make browsing the web faster. It takes your computer less time to display a web page because it uses some of the page's elements, or even the entire page, from your Temporary Internet Files folder. The downside of this storage is that when new versions of a course topic are made available (perhaps due to a topic being expanded), the old version of the topic could still display in your browser. This is because the file is not updated within your cache. When that happens, you’ll need to clear the cache in your web browser.
Start by closing the page(s) of the website that you want to update and then follow the instructions to clear your cache:
Then you can reopen your browser and go to the pages you refreshed.
I can not download the Alison App
To ensure your device is compatible with the Alison App, please check these minimum device requirements:
Android version 7 or higher
iOS version 15.6 or higher
Where to find files downloaded in Alison App
On an Android device, the files will be saved to your Downloads folder. If you're using an iOS device, the files will be saved to the Files folder.
I had a voucher, but it is not available to me anymore
We are sorry to hear that you are having issues with your voucher. Don't worry, we are here to help you.
If you haven’t received a confirmation email from us, it could be for one of the following reasons:
If you haven't used the voucher within its validity period, it may no longer be valid. To see if your voucher has expired, please go to your Account settings, and use the Available Discounts widget:
You will see all your Used, Expired and Available vouchers:
We apologise for the inconvenience, but Apple and Google restrictions prohibit the use of vouchers within apps. To use available vouchers, please use a browser instead.
If you use a voucher and go to the payment page, the voucher will automatically be marked as used. It is important to finalise the purchase once you have applied a voucher. If you click back or close the page, the voucher will not be available again. Please make sure you apply vouchers correctly.
My payment was cancelled/declined. Why?
When you pay with your Credit or Debit Card, your bank may decline or cancel the payment for a variety of reasons. If you need assistance resolving the issue, please contact your bank. Once the problem has been resolved, you can try to complete the order again.
Why is my course progress/course completion not updating?
If your course progress is not updating, we suggest the following:
If you are using a mobile/tablet, try switching to a PC.
If you are using a PC, make sure you are using a recommended browser such as Google Chrome, Safari or Mozilla Firefox.
If you are already using a PC with Google Chrome, Safari or Mozilla Firefox, then try clearing your browser cache. Here are some instructions on how to do this.
Please ensure you stay on each topic/slide for more than 30 seconds, so that the system can track your activity.
If you have tried all these steps and your course is still not updating, then you may need to repeat certain topics or assessments in order for them to update automatically.
My course progress is 100%, why am I not certified?
In order to become certified in a course, you need to achieve the following:
Your course progress needs to be 100%
All topics must be marked in green
You need to obtain a result of 80% or more in all assessments
Once you complete the final assessment and pass with a result of 80% or more, the course should automatically update to ‘complete’.
My course shows different % of completion in the course and in the Dashboard. Why so?
The progress bars on the course learning page and Dashboard show different information.
On the course learning page, you will see your progress within the module you are on.
Your Dashboard shows your progress on your overall course.
Some courses have two or more modules, so the progress on the course learning page will be different to the progress in your Dashboard.
For example, if you study a course with seven modules and you are on the last topic of the 2nd module, your Module Progress will be 100%:
When you look at the overall course progress in the Dashboard, you will see that it is only 36% complete. This is because it is reflecting the progress of the course as a whole, not the progress of each module.
We hope this has addressed your concern.
Why did my course start from the beginning of the topic, not at the place I stopped?
When resuming a course, we recommend starting from the beginning of the topic. This gives you a comprehensive understanding of the material and improves your grasp of the course content. Even if you have previously stopped in the middle of a topic, going back and re-familiarising yourself with it will lead to better results.
The video is not working. Why?
Alison course materials are stored on a video hosting website called Vimeo. Unfortunately, in some countries (Cambodia, Indonesia, Malaysia, Thailand, Vietnam and China), Vimeo is blocked and inaccessible. If you are having trouble accessing course videos in one of these countries, all you need to do is set up a VPN.
A VPN, or virtual private network, allows you to access websites, services, and other internet-based content that may be blocked or restricted in your location. You can set up a VPN by using a provider, either paid or free. Some VPNs are available in the form of an app, while others can be installed as a Google Chrome extension.
I did not receive the Reset Password email. How can I login to my account?
If you have attempted to reset your password but haven’t received the reset password email, here are a few reasons why:
Look through your spam folder for an email from Alison. If you find it in your spam folder, simply move it back to your inbox and then follow the instructions in the email.
Try signing up again using the correct email address.
Some email service providers automatically block certain emails. Update your inbox settings to allow emails from Alison. If you have an email filtration system, such as Boxbe, you may need to update this too.
If you created your account using a social media platform, you’ll need to reset your password on the social media platform’s website.
If you're still experiencing any issues, please reach out to us using the link below and one of our support team members will be in touch:
Login trouble: why can't I log in to Alison?
We understand that login issues can be frustrating. In most cases, this happens for one of the reasons listed below.
In order for your account to be fully activated, you need to confirm your email address. Check your inbox for a confirmation email from us and click on the link in the email. This will activate your account and you’ll be able to login again.
If you didn’t receive a confirmation email or you cannot find one in your inbox, then we’ll have to confirm your account manually. Simply send us a blank email with the subject Confirm.
When you login, you may notice an error message that your password is incorrect. Try entering again. Remember that passwords are case-sensitive, so check that your “CAPS LOCK” is turned off and you are entering it correctly.
If you have forgotten your password, you’ll need to select a new one. Here’s a step-by-step guide to reset your password.
You have more than one account with Alison. Check that you enter the correct email address and password to login to the correct account. Here’s a step-by-step guide on how to remove an unused account.
If you created your Alison account using your social media account, you’ll need to choose the relevant social media link on the left side of the login page. If you still have login issues, you may need to reset your password on the social media platform’s website.
This message usually appears when the email address or password entered does not match the details we have on file. Please double-check that there are no typos and that your password is entered correctly (passwords are case-sensitive).
If you signed up using a social media account (such as Google or Facebook), make sure you are logging in using the corresponding social login option.
In some cases, this can also happen if you have more than one Alison account registered with different email addresses. Ensure you are using the correct email linked to your account. If you’re still unable to log in, please contact us and we’ll be happy to look into this for you.
If you created your account through a partner website, you will need to log in via that portal. You do have the option of logging in directly on Alison. You can use the reset password feature here: reset password. If you'd like to discontinue sharing data with the partner organisation, you'll need to do so right here at this step.
If you're still experiencing any issues logging into your Alison account, please reach out to us using the link below and one of our support team members will be in touch:
I did not receive the confirmation email. How can I confirm my account and log in?
We are sorry to hear that you did not receive the confirmation email. We are here to help guide you through the steps of confirming your account and being able to log in.
If you haven’t received a confirmation email from us, it could be for one of these reasons:
Check your spam inbox. If you find the confirmation email from us, move it into your inbox and update the label on the email.
Check your inbox settings to see if Alison emails are being blocked or filtered. You’ll need to update the settings in your inbox in order to receive emails from us.
If you create an account using a social media platform, your Alison account will be automatically authenticated. A confirmation email is not required.
If you entered the wrong email address, please re-register with the correct one.
If none of the above applies, you can still have your account confirmed. Simply send us a blank email with Confirm in the subject line.
Everyone's different, and so are their questions. Speak to our team directly and they'll personally answer all your questions, no matter what they are.
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