We want to ensure that your experience of using the eLearning Marketplace and undertaking courses on the Online Training Academy, is as simple and straight forward as possible. So we have provided you with trouble shooting guide and a selection of answers to questions that you may have. If you are unable to find an answer to your question please do not hesitate to either complete the contact form or phone one of our customer advisors on 0844 854 9218.

Accessing your Purchase

When will I receive details of how to access a course I have purchased?

How and when you can access your purchase will depend on whether you have purchased an ‘Immediate Access’ or ‘One Working Day Access’ online course, or a downloadable product.

Immediate Access Online Course

Once you have purchased the course you will receive two emails from the eLearning Marketplace:

  • Your receipt
  • Confirmation that you have setup an account with us and details for logging back into our website when you return to make a further purchase.

Following receipt of the above emails you will receive a further email from the Online Training Academy, with the email address [email protected], inviting you to join the Academy. The subject line of this email will read:

Thank you for your eLearning Marketplace purchase. You are invited to join the The Online Training Academy learning portal.

You will then click on the link in this email to access your course.

One Working Day Access Online Course

Once you have purchased the course you will receive two emails from the eLearning Marketplace:

  • Your receipt
  • Confirmation that you have setup an account with us and details for logging back into our website when you return to make a further purchase.

Then within one working day of your purchase you will receive a further email with your course access details. This email will either come from a member of our team or directly from the publisher of the course. The reason why the ‘One Working Day Access’ course enrolment details can take up to one working day is that the publisher of the course undertakes their own enrolments and you will access the course using their training portal.

Downloadable Product

If you have purchased a downloadable product your purchase receipt will contain a link to download the product.

If you have a problem with the download please contact [email protected] and we will send the file to you using a secure file transfer.

How do I access the online course/s I have purchased?

Following receipt of your purchase receipt and account confirmation you will receive a further email from the Online Training Academy, with the email address [email protected], inviting you to join the Academy. The subject line of this email will read:

Thank you for your eLearning Marketplace purchase. You are invited to join the The Online Training Academy learning portal.

Click on the link in the email and you will open the Online Training Academy sign in page where you firstly need to set your password:

You then complete your full name as you would want it to appear on your certificate, enter any further profile information required and select Save.

Your Online Training Academy dashboard will now be displayed and you will see the course you purchased, or your employer purchased for you, ready to be started.

How long will I have access to an online course?
The length of time that you have access to an online course that you have purchased and been enrolled on will depend on the publisher of the e-learning. Details of the duration of your access will be detailed on the course page on our website in the ‘Additional Information’ section. If there is no course duration set then it will be 12 months.

Will I be able to access support regarding my online course or digital download?
Yes, the eLearning Marketplace customer advisors are available to support you regarding any download or access problems by phoning 0844 854 9218.

Some courses, especially those that lead to an accreditation, will have tutor support throughout the course from the course expert. This is through the Online Training Academy messaging system.

Troubleshooting Guide

I am having problems signing in to undertake the course I purchased

Ensure that you are signing in to the Online Training Academy. You can access the Academy using the Training Academy button at the top of our website home page:

Alternatively you can enter the following web address into your browser:

www.trainingacademy.online (this link appears in the email sent to invite you to join the Online Training Academy)

I am trying to access the Online Training Academy, but the web page returns an error

Once you open a web page and it returns an error the next time you visit the page it can return the same error even though you know the web address is correct. This is because the browser stores part of the website in its cache, so that it can load the page more quickly. The solution is to clear your devices cache.

Google Chrome
  1. In the browser bar, enter: chrome://settings/clearBrowserData
  2. Select the following:From the Obliterate the following items from: drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select the beginning of time.> Cookies and other site and plug-in data
    > Cached images and files
    > Hosted app data​​
  3. ​Click Clear browsing data.
  4. Exit/quit all browser windows and re-open the browser
  1. From the History menu, select Clear Recent History.
    If the menu bar is hidden, press Alt to make it visible.
  2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
  3. Next to “Details”, click the down arrow to choose which elements of the history to clear; check the box beside “cache” and “cookies”. See screenshot below.
  4. Click Clear Now.
  5. Exit/quit all browser windows and re-open the browser.
Internet Explorer – 9 and higher
  1. Select Tools (via the Gear Icon) > Safety > Delete browsing history….
  2. If the menu bar is hidden, press Alt to make it visible.
  3. Deselect Preserve Favorites website data, and select:
  4. Temporary Internet files or Temporary Internet files and website files
  5. Cookies or Cookies and website data, see screenshot below
  6. Click Delete. You will see a confirmation at the bottom of the window when the process is complete.
  7. Exit/quit all browser windows and re-open the browser.



  1. From the Safari menu, go to Settings, Safari and select Clear History and Website Data.
    To clear your cookies and keep your history:
  2. go to Settings, Safari, Advanced, Website Data and then select Remove All Website Data.

 Mobile browsersMobile browsers


The steps to clear your cache, cookies, and history may differ depending on the model of your Android device and your preferred browser. However, you should be able to clear your cache and data from your application management settings menu:

  1. Go to Settings and choose Apps or Application Manager.
  2. Swipe to the All
  3. In the list of installed apps, find and tap your web browser. Tap Clear Dataand then Clear Cache.
  4. Exit/quit all browser windows and re-open the browser.

Chrome for Android

  1. Touch Chrome menu> Settings.
  2. Touch (Advanced) Privacy.
  3. Touch Clear browsing data.
  4. Exit/quit all browser windows and re-open the browser.

Safari (Apple iOS)

The following steps apply to the newest version of Mobile Safari for iOS. If you need instructions for older versions, you might find them in Apple Support’s Safari web settings on your iPhone, iPad, or iPod touch.

  1. Open your Settings app.
  2. Tap Safari.
  3. Tap Clear History and Website Data and confirm.
  4. Exit/quit all browser windows and re-open the browser.

Chrome for iOS

  • Touch Chrome menu > Settings.
  • Touch Privacy.
  • Choose the data type you want to clear.
  • Touch Clear.
  • Exit/quit all browser windows and re-open the browser.

I have launched the course and I get a blank white page or a message saying that a pop-up has been blocked or disabled

The course publisher may have configured the course to run in a pop-up window and your browser could be blocking pop-ups.

Follow the instructions below.

To Allow Pop-ups for our learning management system

Google Chrome

By default, Google Chrome blocks pop-ups from automatically showing up on your screen. When a pop-up is blocked, the address bar will be marked Pop-ups blocked You can also decide to allow pop-ups.

If you still get pop-ups after disabling them, then you could have malware.

  1. On your computer, open Chrome.
  2. Enter the web address http://www.trainingacademy.online
  3. In the address bar, click Pop-ups blocked
  4. Click the link for the pop-up window you’d like to see.
  5. To always see pop-ups for the site, select Always show pop-ups from http://www.trainingacademy.online. Then select Done.

Is the pop-up coming from Firefox?

The pop-up may not actually be coming from Firefox. You can determine where the pop-up is coming from by the appearance of the window.

  • If you see the location bar with the button in the pop-up window, the pop-up is coming from Firefox.
  • If you don’t see the button, you may have malware on your computer that causes the pop-ups.

To access the pop-up blocker settings:

  1. Click the menu button and choose Options.
  2. Select the Content panel.
  3. In the Content panel below Pop-ups:
  • Click on Exceptions… opens a dialog box with a list of sites that you want to allow to display pop-ups.
  • Enter http://www.trainingacademy.online in the Address of website box and select Allow:

Internet Explorer
  1. Open your browser and click the gear icon “Tools” menu in the upper right corner. The select “Internet Options”.
  2. Click on the “Privacy” tab then select the Pop-up Blocker “Settings”
  3. Next add the website you are enabling in the entry box.  In this case, http://www.trainingacademy.online
  4. After making the adjustments refresh your browser then exit and re-enter the course. Your browser should now work correctly and you should see the content.

Safari for OS X has no per-website control over blocking pop-up windows. Pop-ups are either blocked, or they are not. To allow pop-ups:

  1. From the Safari menu, choose Preferences… and click the Security tab.
  2. Ensure the Block pop-up windows option is not checked. Unchecking this option will allow pop-ups.
  3. To block pop-ups once again, check the Block pop-up windows checkbox.

Note: If you are concerned about allowing pop-ups globally for all websites that you browse, consider using another web browser that allows website exceptions such as Chrome or Firefox.

I have launched the course and I get a black page or the course is not displaying correctly

The reason for the black page or a page that hasn’t loaded correctly is mostly likely down to the fact that the course you are undertaking requires Adobe Flash to run and you do not have Adobe Flash installed on your device, or it is not enabled in the browser you are using.

1. Firstly test whether your PC/Laptop has Flash installed by going to:


Do I have Flash Player Installed

You can install Adobe Flash player from the page above or go to:


2. If you do have Adobe Flash installed then it is probably that the Adobe Flash plugin is not enabled in the browser. You can try using a different browser as this may cure the problem. If not then follow the instructions below.

3. To enable Adobe Flash player in your browser follow these instructions:

Google Chrome – Windows PC

  1. When you have the Training Academy web page open select the ‘i’ or padlock next o the address, as shown:
  2. You will see this window:Chrome Flash settings
  3. Select the settings as shown.
  4. Close the window using the X
  5. You will then get the following message and need to select ‘Reload’Chrome Flash reload page settings
  6. A second message will appear asking if you want to reload or cancel, select Reload.
  7. Relaunch the course module.

Firefox – Windows PC

  1. Choose Firefox > Tools > Add-ons.
  2. Select Plugins.
  3. In the list of Add-ons, look for Shockwave Flash (another name for Flash Player) and check the status that appears to the right of the plug-in name.
  4. Select Always Activate.
  5. Close the dialog box.

Internet Explorer

  1. Click the Tools icon in the upper-right corner of Internet Explorer. (The icon looks like a gear.)
  2. In the pop-up menu that appears, click Manage Add-ons.
  3. In the dialog box that appears, select Toolbars and Extensions.
  4. In the list of Add-ons, look for “Shockwave Flash Object” (another name for Flash Player).
  5. In the Status column, check to see whether Shockwave Flash Object is Disabled. If it is disabled, click the row for Shockwave Flash Object to highlight it.
  6. In the lower-right corner of the Manage Add-ons dialog box, click Enable.
  7. Close the Manage Add-ons dialog box.

Safari – 10 and above


If you are viewing Safari in full-screen mode, mouse over the top of the browser screen to see the menu.

  1. Open Safari, and choose Safari > Preferences.
  2. Click the Security tab. Ensure that Enable JavaScript and Allow Plug-insare selected. Click Plug-in Settings.
  3. Select Adobe Flash Player.
  4. From the When visiting other websitesmenu, choose On, and then click Done.
  5. For each website appearing in Currently Open Websites, choose On in the menu on the right.

The course opens, but there is no navigation on the first page and I'm unable to continue

You may also get a message ‘We have detected that some exit buttons within this module may not function correctly on your current browser’.

The first action is to change your browser if possible, as this is a quick solution and often overcomes the problem you may be experiencing.

If the same thing occurs in a different browser it could be that JavaScript is disabled on your PC/Device. Follow the instructions below.

How to Enable JavaScript:

 Google Chrome
  1. Click on the browser menu button and select “Settings”
  2. In “Settings”, scroll down and click on “Show Advanced Settings”
  3. Under the Privacy Heading, click “Content Settings…”
  4. A new window will appear. Under the “JavaScript” section of the window, select “Allow all sites to run JavaScript (recommended)”.
  5. Click on the “Finished” button when you want to close the window

  1. In the address bar, type type about:config and press Enter.
  2. If a warning message appears,Click “I’ll be careful, I promise”
  3. In the search box, search for javascript.enabled
  4. Right click on javascript.enabled and select “Toggle” to change
  5. The “Value” should be “true”

Internet Explorer
  1. Click on the browser menu icon  and click on “Internet Options”
  2. From the “Security” tab, click on “Custom level..”
  3. In the “Security Settings – Internet Zone” window,  go to “Scripting” > “Active Scripting” and select “Enable”
  4. Click “Yes” when prompted with “Are you sure you want to change the settings for this zone?”
  5. In the “Internet Options” window click on the “OK” button to close it.

  1. On the web browser menu click on the “Edit” and select “Preferences”.
  2. In the “Preferences” window select the “Security” tab.
  3. In the “Security” tab section “Web content” mark the “Enable JavaScript” check-box.
Apple IOS
  1. Select the Settings application/icon on the iPhone home screen.
  2. Select Safari on the following screen.
  3. Select Advanced, located near the bottom of the following screen.
  4. Move the JavaScript toggle to the right so that it highlights green.

  1. Select Browser or Internet to open the web browser.
  2. Select Menu.
  3. Select More then Settings.
  4. Finally select Enable JavaScript.

During the course part of a page is not displaying

The most likely reason for a page not displaying correctly is that the page uses Adobe Flash and either it is not installed on your device or the Adobe Flash plugin is not enabled in your browser . Please follow the instructions for the issue “I have launched the course and I get a black page“.

My Online Training Academy dashboard has not updated my course progress

Our courses come from a wide range of publishers and the method for exiting the courses does vary. Therefore it is important to read the instructions on the course introduction page. An example of this is shown below.

Do make sure that when you exit a course you DO NOT close the browser tab, or the complete browser window, as your progress cannot be sent back to the Online Training Academy.

To update your progress launch the course again and read any instructions for closing the course on the introduction page. If there aren’t any instructions you will use the X on the grey bar as indicated when the course opens, as shown below.

Exiting a Course

If your dashboard has still not updated then please email [email protected] or phone 0844 854 9218.

I have completed the course and was shown my score, however my Online Training Academy dashboard hasn't moved the course to 'Completed Courses'

The most likely reason for this is that the course was not closed in line with the instructions, which could be a user error, or at the time of exiting the internet dropped out.

To update your progress, launch the course again and read any instructions for exiting on the introduction page. If there aren’t any instructions you will be shown a message when the course is opened telling you to use the X on the grey bar, as indicated below.

Exiting a Course

Alternatively on the introduction page there may be specific exit instructions for your course, as per the example below:

If your dashboard has still not updated then please email [email protected] or phone 0844 854 9218

I can't find my certificate to download

When you complete the course you can print your certificate immediately when a message appears telling you the certificate is available. You can also access your certificate for printing or saving by clicking on the Completed Courses button on your Online Training Academy dashboard and selecting Certificate, as shown below.

Downloading my Certificate

What do I do if I have a problem with a purchased download?
Contact one of our customer advisors by phoning 0844 854 9218, or by completing the contact form on the website, and provide us with your order number.

General Questions

How can I pay?
You can pay for your e-learning in a variety of ways: Debit or Credit Card using Stripe or Paypal as an automated process when you Checkout on the site. If you prefer to pay by bank transfer, would like an invoice for your purchase or would like to pay by cheque please phone 0844 854 9218 or email [email protected].

Do I obtain a qualification once I have completed an online course?
This will depend on the course you have enrolled on. Details of whether or not a course leads to a qualification is detailed in the course profile. The majority of courses require an assessment to be undertaken at the end of the course and a certificate is issued based on the required pass mark.

Does eLearning Marketplace review the quality of resources for sale on the site?
We review each sellers’ courses or downloadable products to ensure their usability and appropriateness. We are not responsible for the quality of the content of any products, or where appropriate, that resources meet qualification requirements.

Seller Information

How do I become a seller?
Select Sign Up and enter the details required. Then select Sell an Item from your account and enter the details of your product.  Should your file be too large for direct upload through the site you will be contacted with details of the large file upload process. If your product is an online course to be delivered through your own LMS we will contact you to confirm all the details. If you require your product to be delivered through the eLM Online Learning Centre we will contact you to provide you with access details. The creating of your sellers profile is important to provide customers with the appropriate information to judge whether or not they want to buy your products. Download the Sellers Help Sheet and follow the guidance to maximise your sales opportunities.

Do I have to pay for you to host and market my product/s?
No, the eLearning Marketplace hosts your product/s and markets your products for free. Should you wish your product to appear as a featured product contact a customer advisor who will advise you of the charges for this additional marketing.

Can you host my content on your learning management system (LMS)?
We prefer to host your courses on our Online Training Academy as this enables customer to have automated enrolment following purchase. Courses are also then available to all our business customers who use the Online Training Academy for repeat orders.  All our sellers have full access to their courses on our LMS to track usage and make edits to their content.

Our commission is the same whether you manage your own enrolments and provide support to customers,  as it is if we do the end-to-end service. Content on our own LMS sells better than those courses not available for immediate access.

How much do sellers earn?

Sellers earn 65% on the net value of their sales. The eLearning Marketplace charges 35% commission on the net value of each transaction.

How do sellers receive the money for their sales?
You will receive the revenue from sales of your products monthly by direct transfer to your bank account or Paypal.

How do I find out how many sales I have made?
Login to your account and your seller’s dashboard will be available to you. This dashboard provides you with details of the sales of your products.

If I'm logged into the site as a seller can I also buy products?
No, you must register as a buyer to purchase products with a different username and password.

If an item I am selling needs amending what do I do?
Login into your sellers account and select the product submission form, complete the form with details of the amendments required and select that it is a product amendment. The amendments will be completed within 24 hours. Alternatively, contact a customer advisor on 0844 854 9218 and provide them with the details.

What types of files can I upload to the site for sale?
You can upload any file type, but you must provide full details of the specifications required by users to run the files they are purchasing. If you are uploading a zip file you must explain the contents of the zip file and the application required to run the file/s.

What is the maximum file size to upload to the site?
This will depend on your own bandwidth, however large files can be uploaded via our large file upload process. Once your product submission form is sent we will contact you should you not be able to upload your file via the website.

What do I do if I think that my copyrighted materials have been infringed upon?
Contact us immediately and we will take the product down from the site until an investigation has been completed.

How do I delete my account and site registration?
Complete the contact form on the Contact page, giving details of your username and email address and we will delete your account within 3 working days.

In addition to the details of the product I am selling and the uploaded file is there anything else I need to provide?
To ensure that your potential customers get as many details as possible about your product it is advisable to provide a demo of your product. Ideally it should be a screencast, which we can then put on our YouTube channel, which increases the online advertising of your product. If you do not have a screencast you can contact a customer advisor and we may be able to help you. Alternatively you can supply 3 images of your resource.

How do I attract customers to my products?

  • Sellers have found it beneficial to offer a product for free so that customers can see the quality of your work. This could be a shortened version, but still of value, of a more comprehensive product.
  • Ensure you write a comprehensive profile about your organisation, or yourself if you are an individual selling
  • Before pricing a product that has not been offered for sale previously research similar products to ensure that your product is appropriately priced. If a product is too cheap customers may consider there is something wrong or inadequate about it and too expensive and buyers could be put off.
  • Advise us that you would like to market your product as a sale item
  • Purchase Featured Product space on the eLearning Marketplace site by contacting a customer advisor on 0844 854 9218.

How do I edit my profile?
Login to your account and select edit to amend the details of your account.

As a seller how can I contact my buyers?
You are not able to contact your buyers through the eLearning Marketplace. However, if your buyers are enrolling on courses on your LMS then you will be provided with the necessary details to enable the enrolment. As a seller you are required to sign to agree that you will not contact buyers for any other reasons apart from supporting them in completing their purchased online course.

If I receive a poor rating for one of my products can I do anything about it?
Firstly you should consider whether the customer is providing you with honest feedback and a revision to your product is actually required. If you think that the feedback is overly harsh then select reply to the comment on the site and enter your response so that all visitors will see how you have responded.

Keep up to date with what’s happening in the world of education, training and skills. Receive details of offers and newly launched courses, and tips on effective online and blended learning practise by signing up to our monthly newsletter. We guarantee not to sell or pass on your details and you can unsubscribe at any time.