Student Support

All of our platforms were developed by us so there is no one better out there who knows and understands how to support our platforms than us and our highly-skilled Team. We have included some Frequently Asked Questions they receive from students below. There is also a dedicated Knowledge Base that contains some helpful guides for the Virtual Learning Environment and SN@P.


What if my progress is not being recorded?

Ensure you click the ‘Complete and go to next’ button when it appears at the end of every unit/resource. If you do not click on this button your progress will not be recorded.
Units/resources recorded as complete on the system will state ‘Go to next’.


When is User Support available?

We currently have a staffed Helpdesk between 9 am-5 pm (GMT)
You can submit support tickets at any time of day; The Support Team endeavour to respond to all requests within 48 Hours.


Have you got a Student Access Guide?

Yes, You can download a Student User Guide here. *Broken Link from OS


How do I get a certificate of completion?

When you have fully completed all of the modules of the course (with Progress Wheel showing 100%) you will then be able to download a Certificate of Completion.
Go into ‘My Courses’ and then click on ‘My Certificates’. Select the relevant certificate and then download. More information on Certificates can be found here.


What if I have forgotten my password?

Your Organisation/Trust/Uni will have been given a unique login link to access your account e.g. myliverpoolacademy.healthvle.co.uk/login. On that page there will be a ‘Forgot my Password’ button. If you are unsure of where to login you can check here.
If this does not work please contact Support.


What if my course is not listed when I login?

Contact our Support Team and Cc your Academic in the e-mail/support ticket.


How do I access my Course?

When you are enrolled by your course tutor, you will be sent a link, with instructions, to log-in for the first time.  Once you have logged in (and set your password) the course you have been assigned to will appear.


Need Support?

Our Support Team are available Mon-Fri *excluding UK Bank Holidays 9 am – 5 pm GMT
To contact the Support Helpdesk please Submit a Ticket or send an email.