FAQ's

Q. How can I reset my e-learning password?

A. You can request a password reset by using the password reset option on the log in page or by emailing the help desk on elearning@wales.nhs.uk or using the live chat function with your username, full name and organisation.

Q. How can I create an account?

A. Please use the following link to request a new account - 

https://nwssp.nhs.wales/ourservices/digital-workforce/digital-learning-wales/request-for-new-e-learning-account/

Q. I cannot print my certificate, how do I print it?

A. Please ensure you have completed all the sections of the course and continue until you have reached the very end.

If you are still having trouble please contact the helpdesk on elearning@wales.nhs.uk. We will require your username, full name, organisation and the course you are obtaining the certificate for with date of completion and we will assist in the retrieval of the certificate.

Q. My course (Module) won’t play, how can I continue with my course?

A. If you are having trouble loading or playing a course, please contact your local IT team to check if the following are installed and up to date, as these are needed to complete all courses:

1 – Google Chrome

2 – Microsoft Edge

If you are still having trouble please contact the help desk.

Q. My course (Module) won’t play on my mobile, how can I continue with my course?

A. In order to play courses you will need to ensure you have Google Chrome or Edge installed on your mobile device. This may allow you to complete the course.  You can also download the Moodle app.

Due to this, it is advised that you try to complete the course on a desktop PC or laptop so you can install the specific players indicated above.

If you are still having trouble please contact the help desk.

Q. I have exceeded my three attempts at completing a course and need them to be reset, how can I do this?

A. If you have exceeded the amount of attempts on any one course, you will need to contact the help desk to reset the amount of course attempts.
You will need to supply your username, full name, organisation, email address and course title.

Q. I need an enrolment key to access a course, how can I obtain this?

A. If you require an enrolment key to access a course, please contact the e-learning Helpdesk on elearning@wales.nhs.uk, 01443 848636 or live chat is available on Learning@Wales and we can assist you further.

Enrolment keys are organisation specific so are unique to each user.