This guide is for learners who cannot get into a course: a course or lesson will not open, a page shows an error, says the course does not exist or says you are not enrolled, there is no Start Course button, or a quiz stops you continuing. Course providers can send it to a customer who keeps getting an error. To check a learner’s place in Cademy Admin, course providers can see Help a Learner Who Cannot Access Their Course.
Course provider: the training provider or trainer running the course. The pages you see show the provider’s name and logo.
Place: your spot on a course. A place is created when you book, when somebody else books for you, or when the course provider adds you. Cademy looks for your place under the email address you are logged in with.
Course page: your own page for a course you have a place on, with tabs such as Overview and Content. It is not the course’s public page, which anyone can open and which is where bookings are made.
Cademy Support: the Cademy team that helps with the Cademy software.
If you cannot log in at all, follow Log In to See Your Courses and Bookings first.
Check Your Login Email and Open the Course From My Courses
Do these checks first. They show which account you are using and whether that account has a place on the course.
Select My Account in the page header. The menu shows your name and the email address you are logged in with.
Compare that address with the one used for your place: the address you entered when you booked, or the address that the person who booked, or the course provider, entered for you.
Select My Courses & Bookings. The My Courses page opens.
Look for the course under Your Courses. Keep the All filter selected. Select View All to see the full list.
Select the course. A course with a booked date opens its course page. An on-demand course, which you study online in your own time, opens its Content page with the list of lessons.
If you are on the course page of a course that has online lessons, select the Content tab to open the list of lessons. If there is no Content tab, read the status and the messages on the course page.
Find the section below that matches what you see. Note the exact wording of any message for the course provider or Cademy Support.
If a Page or Link Shows an Error or Says the Course Is Not Found or Does Not Exist
These messages appear when a course page, your online training (e-learning) or a lesson does not load, or when a link, such as one to a course you booked, does not lead to the course:
Course Not Found: Cademy found no course at that address. The page adds “The course is not published or does not exist.” When you are logged in, it also says you may be using the wrong account, with a link to log in as a different user. The Content page also shows this message after the course provider archives the course. Open the course from My Courses, not a saved link. If it is still not found, check your login email, then contact the course provider.
Oops! We can't find that page. The address does not match a page on Cademy. Check the address for mistakes, or open the course from My Courses.
Oops something went wrong: Cademy met an error while loading the page. Reload the page and try again. If the same error appears again, email Cademy Support at support@cademy.io.
There was an error delivering this lesson content. A SCORM package did not load. A SCORM package is interactive content that the course provider uploads to a lesson. Follow the learner checklist in Fix SCORM Loading or Progress Problems.
If a page does not load, reload it once, open the course again from My Courses, then try another browser or device. Tell the course provider what happened in both.
If a Page Says You're Not Booked or Not Enrolled on the Course
Each of these messages means the page found no booking, order or place for the course under the account you are logged in with:
You're not booked onto this course, on the page of a course date. In place of “course”, the message uses the word the provider uses, such as “workshop”. It shows the email address you are logged in with and says “If you booked with a different email, log in with that one instead.” Its buttons are Log In With a Different Email and a book button, such as Book Course or the provider’s own label. The book button is not shown when the course is not published for booking.
No Order Found, on other course pages, such as the page of an on-demand course. It shows the email address you are logged in with, the sentence “We couldn't find an enrollment for this course under this email address.” and two buttons: Log in with a Different Email and Order Course.
This content is for registered learners, on the Content page or on a lesson. It says “You need a place on [course name] to view its lessons.” and has a View Course button, which opens the course’s public page.
A part payment or an overdue payment does not by itself cause these messages. For lesson access after a part payment, read “If You Paid a Deposit or Part of the Price and Lessons Are Blocked”.
Follow these steps:
Read the email address on the message. This content is for registered learners does not show it: select My Account to see it.
If your place uses a different address, select Log In With a Different Email or Log in with a Different Email. Cademy logs you out and opens the login page. Log in with the address used for your place.
If the address is correct, select My Account, then My Courses & Bookings, and open the course from Your Courses. Do not use a saved link or a link in an older email.
If the course is not listed, or the same message appears again, contact the course provider. Send the details listed under “Who to Contact About Course Access and What to Send”.
Important: The book button and Order Course open the checkout for a new booking. They do not bring back a place you already have. If you have already booked or paid, contact the course provider before you book again.
If You Can't Find a Course You Bought or It's Cancelled
Your Courses lists the courses on which the account you are logged in with has a place that is waiting for approval or payment, active or completed. A cancelled place is not listed.
An account with no courses, orders or saved courses shows No Courses Yet. An account with an order or a saved course but no place shows No courses you're attending yet - courses booked for you or by you will appear here.
Check these causes in order:
You are logged in with a different email address. A different email address is a different Cademy account, and it does not show places held under another address. Select My Account, then Log out, and log in with the address used for your place.
Somebody else, such as a colleague, booked for you, or the course provider added you. Your place is under the email address they entered. Ask them which address they used, then log in with that address. If they paid in full and you still cannot get in, they can check the order and the participants on it.
You booked only for other people. You are not attending, so the course is not under Your Courses. The order you placed is under Orders & Billing, in the row of tabs that starts with My Courses.
Your place was cancelled. If you placed the order, the cancelled order shows under Orders & Billing, and its course page can show Booking Cancelled or Order Cancelled. Contact the course provider to ask why.
If none of these applies, contact the course provider. Ask them to confirm that you have an active place and which email address it uses.
For the login steps and more about the My Courses page, see Log In to See Your Courses and Bookings.
No Start Course Button After Booking or Purchase
On an on-demand or blended course, the course page shows Start Course, Continue Course or View Course (or the provider’s own wording) only when your place is confirmed: approved by the course provider, and paid as far as the provider requires. There is no button while the header shows Awaiting Approval or Awaiting Payment, after a cancellation, after your access has expired, or when the lessons are on another website. A course on set dates without online lessons has no such button: see Find Your Course Dates, Venue or Joining Link for its sessions.
If you paid but the lessons are on another website, the course provider supplies your access details. Check your booking email and spam or junk, then ask the provider to resend missing details. Follow its stated timeframe, not a universal 48-hour Cademy wait.
If the provider ignores you or sends you back to Cademy, email support@cademy.io with your booking email, some context and whether you contacted the provider. See Paid for a Course but Haven't Received Access? for the full steps.
On the Content page and on a lesson, one of two messages shows in place of the lessons:
Your Place Is Awaiting Approval, while the course provider has not approved your booking. It says that you will be able to view the content once your registration has been approved, and its View Course button opens the course’s public page.
Please Complete Payment, while your booking is approved but the order still needs the payment that the provider requires before giving access. It says that you will be able to view the content once payment for your place is complete, and its View Details button opens your course page.
Waiting for the Course Provider to Approve Your Booking
For a course with a booked date, the course page shows Awaiting Approval in its header and the message Your Booking Is Awaiting Approval, with “Please allow up to 72 hours to confirm your booking”. Under that message, Send A Message opens the course provider’s contact form. The course page of an on-demand course shows Awaiting Approval in its header without that message and button.
The course provider decides whether and when to approve a booking.
Waiting for Payment Before You Can Open the Course
The course page shows Awaiting Payment in its header and the message Please Complete Payment, with “Payment needs to be made before you can access this course”. Under it are the buttons View Invoice and Pay Now, when the course provider offers them. They are shown to anyone who opens the page, not only to the person who placed the order.
Neither button is shown when the course provider collects the payment outside Cademy: follow the provider’s own payment instructions. Pay Now is shown only when the provider lets customers pay online from this page. For the payment steps and for a missing button, see Pay an Invoice from Your Course Provider.
If you placed the order and the page has no payment button, open the order from My Account > My Courses & Bookings > Orders & Billing. Its INVOICES section, when the order has one, shows the amount outstanding and, for an invoice that can be paid online, Pay Invoice. See Find Your Order, Invoice or Receipt for a Course Booking.
If somebody else placed the order, check with that person before you pay, and ask them whether the order is paid. The order opens only in the account of the person it belongs to.
If you have paid in full and one of these messages is still shown, contact the course provider, who can check the payment on the order.
If You Paid a Deposit or Part of the Price and Lessons Are Blocked
You can open your existing course page while its order is Partially Paid or Overdue. Opening the page and being allowed into online lessons are separate checks.
For an approved order marked Partially Paid, paying the agreed deposit or first instalment can meet the payment check for entering the online course. Your place also needs to be active or completed, and your access period still applies. A lesson that asks for full payment stays locked until the order is fully paid. If the course opens but one lesson is locked, see If a Lesson Is Locked or Missing below for the payment button.
An ordinary part payment on an order without a deposit or monthly plan does not meet that course payment check, and neither does an Overdue order. For invoice or manual payments, the provider’s settings may let you into the course before full payment. If the course itself is waiting for payment, Content shows Please Complete Payment instead of the lesson list.
The order’s status is in its SUMMARY, under Orders & Billing; if somebody else owns the order, ask them. If you expected your lessons to open, contact the course provider with the course name, order number and the message you see.
If Your Course Says Access Expired
A course provider can limit how long you can open a course’s online lessons. After that time, the Content page and each lesson show Access Expired with “Your access to this course has expired on [date].” The course page shows “Your access to this course has expired” and “Access ended on [date].” In both messages, the provider’s own word, such as “workshop”, replaces “course”.
Access ends on a date the provider set for your place, or a number of days after the order was paid (or created, if it has no paid date, or after your place was created, if there is no order).
Both messages have two buttons:
Re-Enroll Now opens the course’s public page for a new booking, which does not extend the place that expired. See “Re-Enrol or Book the Same Course Again”.
Contact Provider opens the course provider’s contact form. Use it to ask whether your access can be extended. The course provider decides.
Before access ends, the date shows beside Access expires in the progress panel of the Content page, and for the order owner in the Your Order panel of the course page.
Re-Enrol or Book the Same Course Again
Booking a course again gives you a separate, new booking, if the course provider allows it. It does not bring back an earlier place or extend that place’s access. If you want your existing access extended instead, ask the course provider.
To re-enrol, open the course’s public page and book it as you did the first time. Re-Enroll Now, on an expired course, opens that page.
A course provider can prevent duplicate registrations. Then another current place on the same course, including a place someone booked for you or a place on another upcoming date, stops you booking again. For an on-demand course, expired access does not prevent a fresh enrolment.
If Checkout Says You Already Have Access to This Course
If you see You already have access to this course with Open Course, select Open Course to return to your existing online course. Completing the lessons does not end access or permit another enrolment while that access remains valid.
For an already-registered message without Open Course, open the course from Your Courses and check your existing place. An unpaid invoice booking still counts. Contact the course provider if the place is missing, the message is wrong or you want another date. Do not book under another email to get past the message.
If a Lesson Is Locked or Missing
On the Content page of an online course, a locked lesson has a padlock in the lesson list and cannot be selected. Your place is working: the lesson is not open yet. The list shows the reason beside the lesson:
Available today, Available in [number] days or Available [date]: the lesson opens at a set time.
Awaiting Date: the lesson opens in relation to your course date, and you are not booked on a date yet. The page also shows “You’re not booked on a date yet”. Ask the course provider how to get a date.
Complete the previous lesson: an earlier lesson has a quiz to pass or a form to submit before later lessons open. Complete the earlier lesson after passing its quiz or submitting its form.
Opens once you’ve completed followed by a lesson name means you need to finish that lesson first.
Opens once your order is paid in full means the order has a balance. If someone booked for you, ask them or the course provider about payment.
Opens once you’ve attended your course means the provider still needs to record attendance for one or more required sessions. Ask them to check if you have attended them all.
Locked: the lesson is not open yet and the list has no opening date to show. Ask the course provider when it opens.
More than one reason can apply. For details, open an available lesson. If the list is closed, use the lesson-list icon at the top left, labelled Show Lessons for screen readers. Select the locked lesson in that list. It can show a date, a message or a checklist. If the checklist shows View Your Order, it opens the payment page. If nothing is open, read the reason on Content and contact the provider.
If the lesson is missing entirely, ask whether it is published and whether an exception hides it for your place. An Optional lesson stays visible and does not count towards your progress. A quiz or form in a visible optional lesson can still hold back a later lesson.
If You Cannot Mark a Lesson Complete
Inside a lesson, the button at the end that completes the lesson cannot be selected until the required work is done. Its label tells you what is missing:
Complete Quiz to Continue: pass the quiz in the lesson. Submit Answers needs an answer to every question. If the quiz shows Quiz Failed and retakes are allowed, change your answers and select Re-submit Answers; if no retakes are left, contact the course provider. Answers Submitted and “Someone will mark them shortly.” mean the provider marks your answers first.
Submit the Form to Continue: submit the form marked Required.
Complete the course content to Continue: finish the SCORM package (interactive content) in the lesson.
For lesson opening times, due dates and lesson forms, see Start Your Online Course and See When Lessons Open.
If You Can't Open a Recording or Course Content on Another Website
Some course providers keep their lessons, recordings or other online content on another system. Then Course Access on your course page shows the provider’s instructions or a note that the provider will send them. The instructions show only once the booking is approved and the order meets the payment requirement for course access, as described above. Cancelled places and orders refunded in full do not grant access.
That content is not on Cademy, so contact the course provider if the instructions are still missing after approval and payment have been checked, or if the other website will not open. If the course page shows “Trouble accessing your course? Contact [provider name]”, select the provider’s name to open its contact form.
Who to Contact About Course Access and What to Send
Your place on a course is with the course provider. Contact the provider about a missing or cancelled place, the email address on your place, approval, payment, an access expiry date, lesson opening times, quiz retakes and content hosted outside Cademy.
If a course presentation or other support file will not open, try another browser or device, or ask the course provider to email it.
To contact the provider, use Send A Message or Contact Provider where a message shows one. In other cases, open the course’s public page and select Contact Us in the panel that shows the price. View Course and Re-Enroll Now both open that page. A form with the heading Send a message opens, and your message goes to the course provider.
If you cannot reach the course’s public page, select the Contact Us tab on the provider’s booking site, or use any email address or phone number the provider gave you.
Contact Cademy Support at support@cademy.io when a Cademy page shows an error or does not load and the checks in this guide did not help. For other ways to reach Cademy, see Contact Your Course Provider or Cademy Support.
Include these details so that your place can be found:
the email address you log in with, as shown under My Account
the name of the course and of the course provider, and the course date if the course has one
the exact wording of the message you see
the address of the page that shows it
what you have already tried
Frequently asked questions
Somebody else booked the course for me. Who can sort out my access?
The person who booked, or the course provider. Ask which email address was entered for your place and log in with that address. The order is in the account of the person who booked, so ask them about payment. They can check the participants on their order: see Manage the People on a Course You Booked.
Who can give me access to a course?
The course provider. The provider manages who has a place on its courses and for how long. Cademy Support helps when a Cademy page shows an error or does not load.
The course is under Your Courses, but a page says I have no booking or place. What do I do?
Open the course from Your Courses again. If the message appears again while you are logged in with the email address used for your place, contact the course provider with the details listed above. The provider can check your place and contact Cademy Support about it.