Frequently Asked Questions
Online Enrolments Problem Solving
I have forgotten my password
- Click on forgot your password? Please use the exact same email address that is recorded in your account.
I cannot remember my username
- Please insert your email address to access your account. Please use the exact same email address that is recorded in your account.
I cannot remember which email address I used.
- Check your previous receipt/confirmation correspondence, it will be printed on there.
- Contact learnerservices@towerhamlets.gov.uk and request a password reset.
I have not received the password reset email
- Have you checked your SPAM/Junk folder?
- Have you used the correct email address attached to your account?
- When you registered your account, did you consent to be contacted by email?
- Contact learnerservices@towerhamlets.gov.uk and ask for a password reset.
How can I find my enrolment ID number?
- Log into your online enrolment account and click on my personal details. Your enrolment ID number appears at the top of the screen.
I searched for a course and it did not appear
- Have you searched by the correct course code?
- Have you used the word search?
- The course may not be running anymore. Please look for an alternative course.
- The course may have been closed. Please look for an alternative course.
I cannot upload my concessionary evidence
- Have you checked the format of your file? You can upload the following file types: Word documents, Excel spreadsheets and images (.DOC;.DOCX;.XLS;.XLSX;.PDF;.TXT;.JPG;.GIF;.BMP;.TIFF;.RTF;.PNG).
- Your file size should not be more than 10mb
I cannot enter my date of birth using my mobile
- Please refer to the guidance and instructions that came with your mobile device.
I cannot pay online
- If you do not have a credit/debit card, please visit your local Idea Store.
I have been charged both the full and concession fees.
- You did not select a payment waiver, on the payment and waivers screen.
- Go to Idea Store - Request for Reimbursement of Tuition Fees and fill out the refund form for the fee you should not have been charged.
I cannot enrol on a course; I have an error message.
- Try clicking on the, “my homepage” option to go back to the search screen.
- Try clearing the cookies or cache on your device. Then try using a different browser.
- Contact learnerservices@towerhamlets.gov.uk and send a screenshot or copy of the URL information at the top of the page.
I cannot continue enrolling because my session expires in the middle of trying to enrol.
- You did not log out properly when you were last in the application.
- Use the refresh button on your browser bar and log back into the application.
- Remember to use the log out option in the top right-hand drop-down menu.
I cannot enrol on a course because the system says I am already enrolled on the course.
- If you have already tried enrolling on the course, then contact learnerservices@towerhamlets.gov.uk and ask for your enrolment basket to be cleared.
Course Related Information
How can I find out what courses are available?
- Please check the online enrolment course search.
How can I find out if there are still any spaces on a course?
- Please check the online enrolment course search.
How can I find out what is the time, date, or cost of a course?
- Please check the online enrolment course search.
I am an overseas student; how much do I pay?
- Please click on the course title and check the course details screen, in the online enrolment system course search. The overseas rate is £9.50 per course hour, plus any examination fees.
How can I find out what concessionary evidence documents I need to supply?
- Please check the list at Idea Store - Concessionary Fees.
- You only need to upload evidence once a term.
- If you are a pensioner new to online enrolment you only need to upload once a year.
- If you are a pensioner who is a returning learner, you do not need to supply and upload evidence.
How can I find out who is the tutor for a course?
- Please check the online enrolment course search.
How can I find out what the course will cover?
- Please check the course overview paragraph, of the course outline, in the online enrolment system course search.
How can I find out what is involved in the assessment?
- Please check the course outline, in the online enrolment system course search.
- For functional skills and ESOL please go to Idea Store - ESOL
How can I find out when the assessment is taking place?
- Please check the course outline, in the online enrolment system course search.
- For functional skills and ESOL please go to Idea Store - ESOL
How can I find out if a course is certified or ends in an exam?
- Please check the what examination is there? paragraph, of the course outline, in the enrolment system course search.
How can I find out the official name of the qualification/certification/ accreditation, I will obtain at the end of the course?
- Please check the what examination is there? paragraph, of the course outline, in the enrolment system course search.
How can I find out if I am at an appropriate level now to get onto a course?
- Please check the entry requirements paragraph, of the course outline, in the enrolment system course search.
What materials do I need for my course?
- Please check the equipment required paragraph, of the course outline, in the “my enrolments” screen of the online enrolment system.
How can I find out what I can do, or the next level I can move onto after the course?
- Please check the what courses can I go on to? paragraph, of the course outline, in the enrolment system course search.
- During your course, please speak to your tutor about your progression options.
I am unable to attend a course session
- Before the course starts send a message to ideastoreadmin@towerhamlets.gov.uk
- After the course has started, please contact your tutor via the email address that will be supplied in your first lesson.
I would like to transfer to another course
- Please contact: ideastoreadmin@towerhamlets.gov.uk
I would like to cancel or withdraw from the course, as I can no longer attend
- Please see our refunds and cancellations policy at Idea Store - About Idea Store Learning.
- After the course has started, please advise your tutor in class, or via email.
How do I get a refund?
- Please go to Idea Store - Request for Reimbursement of Tuition Fees and fill out the refund form.
- If you are unable to take up your place on a course before it begins, a fee refund will only be given where you notify Idea Store Learning in writing at least two weeks before the start date of your course. An administration fee of £11 will be charged for processing your refund.