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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 Enquiry Form

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 Enquiry Form

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.