Frequently Asked Questions

All FAQ's

As an employer, what benefits are there of a Red Rock Client account?

Your client account will be branded to your company and you will be able to maximise efficiencies through our client discounting offers and free LMS which will enable you to access the administrative tools and report against your staff and the information on your account.

You will also receive a bill from Red Rock Training rather than making a payment for each individual course - for more information, simply visit: or Contact Us for more information on

Can I have a copy of my course certificate.

If you have purchased a course using paypal, a download link will automatically be available for you once you have completed your course.

Otherwise, you will need to ask your training admiistrator directly.

How do I ask a question of my own?

You can contact us via our support pages. Please visit the following page and ask away!

How do I get a copy of my certificate?

If you bought your programme via Paypal, your certificate will be available to download when you have successfully completed the course and the exam (as applicable), If you access a course using a code given to you by your employer, you will need to contact your employer and speak to them about obtaining a copy as the certificate will have been sent to them direct.

How do I reset my password?

You can either request a reset link to your registered email address, or by answering your memorable question (if you already know your correct username).

How do the courses work?

The online courses have been designed to be studied at your own pace. Each course is comprised of various distinct modules which are best studied in a single session. We have structured the modules to logically progress, however you can study each module in whichever order you prefer.

As you progress through the course, the system will remember which modules and sections you have completed, and will indicate these with a tick mark against each. If you need to break off your study for any reason, don't worry, when you return we'll remember which sections you have completed and automatically check them off again for you.

You can select a module directly from the tree and go straight to that section, however the best way to progress through the course is by using the Next or Back buttons at the top of each page. This will ensure that you review all the content you need to know in order to successfully complete the multiple choice test at the end of the course and achieve your certification.

Each page of your course has a built in notepad, which you can access by putting your mouse over "Notepad" on the menu at the top of the screen. We suggest that you use this to make notes on any of the learning pages, so you can review them as reminders of important points later on. Each page has its own notes which are collected together in the correct order and shown in the full "Course Notes" panel accessed from the top menu. You can also download your course notes from there as an acrobat PDF file.

How long do the certificates last for?

Red Rock Training agrees with employers the certificate expiry of each course. Where courses are purchased via Paypal, a unique reference number can be found on the certificate that can be verified within the system to prove the validity and currency of each one and will depend on the particular course.

How much support do I get during the trial period?

Everything you need should be covered by the programmes automatically allocated to your user account when you register.  If you have specific questions, you can email us and where required, if we cannot answer your question by email or need to offer some additional support, we will be there for you - so don't worry!

I am an employer with staff who need to undertake training. What are my options rather than paying for each course individually?

You can set up a client account and receive a bill from Red Rock Training rather than making a payment for each individual course. There are discounts to be had as a client as well as having your own area on the Red Rock system with your Logo on it.

In addition, you will have access to the administrative tools (free of charge) that will enable you to manage and report against the information on your client account. Simply visit:

to register your details or Contact Us for more information on:

I can’t log in. I have changed my password but I still can’t access the system or my course.

Just make sure you are entering the correct username as well as the correct password. Your username will be in the re-set email that you will receive if you request one.

I can’t remember my password!

You will need to go to:

... and follow the instructions. You can also reset your details using the memorable question you would have created when you first registered.

I can’t remember my username!

This is the name you chose when you first registered with us. If you can't remember it, request a password reset email which will also contain your Username.

I don’t think I will have time to complete the course I need to do in one go. Can I do the course in stages?

Yes – the system is designed to enable you to complete courses in stages. If you are interrupted or log out at any point, you will be taken to the last screen you visited when you log back in. Some of the longer courses have been designed with “Natural Breaks” so you might want to take the opportunity to log out at one of these points or at the beginning of a new Module.

I have activated a code and want to get started, what do I do?

Your course will be allocated in your To Do tab. Simply select the course you want to study by clicking on it and follow the on screen instructions.

I have activated the code – how do I move through the course.
Read the instructions on the welcome screen and acknowledge you have read this.  Then, once you have clicked “Start Course” you can move forward and back using the Forward and Back arrows to the top right and top left respectively.  This is the best way to navigate, as it will ensure you do not miss any pages.
I have finished the course and it says I have not read all the pages. How can I complete the course?
The system tracks your progress through the course and your movement through the course is best achieved using the forward and back buttons to the top right and left respectively when you are in the course.  If you have missed a page, the “find unread pages” button (above the knowledge tree on the left when you are in the course) will identify the pages you have missed.  When you have read all of these identified pages, the course will be complete and the last stage/assessment will be released to you.
I have forgotten my login details. How do I get a reminder?
You need to go to the login screen and click the “forgotten Login” link.  Follow the instructions and you will get a reminder sent to the email address you used to register in the system.
I have logged out, returned to the site to carry on with my course and I can’t find it.

When you first buy a course or activate an access code given to you by your employer, your course will be allocated to your To Do tab on your User dashboard. Once you start your course, it will be moved to the In Progress tab, so if you log out and log back in again, you will find it in a different tab, depending on the stage of the course you have reached.

I have passed my course but have not received my certificate.
All certificates of completion are sent to the administrator of the site you are registered to.  Certificate copies are only available from them so you will need to contact your administrator.
I have seen there is a notepad facility within the course. How do I use this?

The notepad facility is for you to type notes you want to make, not to copy and paste text from the course.  Your notepad is available within each screen of the course and any notes you make can be downloaded (in order) at the end of the course for you to use to help you to remember key points.

I put in the correct username and password but still can't logon.

If you try to log on with the wrong password more than 3 times in a row, your account can be locked out. If this happens, please contact support by email or phone to request a reset.

I started the course, signed out and have signed back in but cannot find my course.
Once started, if interrupted, you will be taken back to the last screen you moved from when you log back in.  Your course will no longer be “To Do” as you have started it, so it is now in the next tab along, where it will remain until you have passed your assessment (if there is one) or until you have clicked to acknowledge that you have read, accepted and understood all aspects of the course.
I want to review the course before I sit the end test as it has been a while since I last read the course. Can I do this?

Yes – all you need to do is find the course in the appropriate tab and click on it to select it. The options available will appear on the screen to the right.

I want to see which questions I got wrong in the exam.

Any time you want to do anything related to a specific course, you will need to select it to see the options available, however you will only be able to see the answers you got right and wrong in an exam once you have completed and passed the course.

If my access is interrupted by an internet connection issue, what happens to my course?

If you are studying a course, you will need to sign back in, find your course in one of the tabs on your personal dashboard, click to select the course and follow the instructions. You will be taken to the last page you visited. If you are taking an exam, the system will reset the exam and you will need to start again from the beginning. Don’t worry though, this will be registered as an interruption rather than a fail.

Is there someone I can speak to if I get a problem?

We are usually able to provide everything you need via email, however if we do not answer your question, we will ask for your contact details and call you.  You are not alone!

It has been a while since I read the course and I want to review it before I take the assessment. Can I do this?
Your course is available to you until you no longer have access to the online system.  You can review the course at any time by clicking the appropriate link from the “Completed” tab.
What happens if I forget my login details and I do not have access to the email address I registered with or it is no longer valid?
You can still access a reminder through your memorable question.  This will require you to enter your password.  If you have forgotten this password, you will need to contact your administrator who will check your login details and send them to you.
What happens to my course when it is complete?

You will be able to access the system using your username and password and review the courses you have completed for as long as you want. Courses are however periodically updated, so you may need to make sure these have not expired to ensure you are familiarising yourself with the latest version.

When I have registered, what do I do next to access a programme?
You may have either had a programme automatically allocated to your account, in which case it will already be in your To Do tab on your “User home” dashboard, or you will have been given a code, in which case, you will need to enter the code into the box found on the right of the screen in your “User home” area.  Activate the code by clicking the Activate Code button which will then allocate the course to your “To Do” area.
FAQ Categories

There are a few questions which we are asked quite often. Here are some of them, along with the answers.

Choose a category to filter.

  • All Categories
  • Certification
  • Employer queries
  • Programme Access
  • Programme Use
  • Site Access
  • Studying the courses
  • Support
Contact Us

If your question isn't answered here, use the appropriate link below to ask us directly.

If you need to write to us, our registered address for correspondence is :

Red Rock Training.
6-7 Castle Gate
SG14 1HD