This guide is for learners who have logged in to Cademy and cannot find a course, open a course page or open its lessons. It explains what each message means, what you can check yourself, and whether your course provider or Cademy Support is the right team to contact.
Course provider: the training company, school or trainer running the course. The provider uses Cademy to take bookings and deliver its courses.
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 and Find Courses You Are Attending or Bookings You Made first.
Check your account 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 your place on a course that runs on dates has no date yet, the card opens a page of your bookings for that course, or the course’s public page.
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.
What you see next shows where the problem is. Find the matching section below. Note the exact wording of any message, so that you can give it to the course provider or Cademy Support.
If the course is not under Your Courses
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.
When the account has no courses, orders or saved courses, the page shows No Courses Yet. When it has an order or a saved course but no place, Your Courses 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 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.
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, find it under Orders & Billing: a cancelled order that was not refunded has the status Cancelled. The course page of a cancelled booking or order 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. The course provider manages who has a place on its courses.
For the login steps and more about the My Courses page, see Log In and Find Courses You Are Attending or Bookings You Made.
If a page says it found no booking, order or place
Each of these messages appears when the page you opened finds no booking, order or place for the course under the account you are logged in with:
No Booking Found, on a course page. It shows the email address you are logged in with, the sentence “We couldn't find a booking for this course under this email address.” and two buttons: Log in with a different email and Book Course.
No Order Found, on a course page. 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.
If you have paid part of the price of the course, for example a deposit or a monthly payment, or a payment for an on-demand course is overdue, read “If the course page does not open after a part payment or while a payment is overdue” first.
Follow these steps:
Read the email address on the message. The third message 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 and what to send”.
Important: The Book Course and Order Course buttons 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 the course page does not open after a part payment or while a payment is overdue
While an order has the status Partially Paid, for example after you pay a deposit or the first of several monthly payments, the course page for that order does not open. No Booking Found or No Order Found opens in its place. It shows the email address you are logged in with, even when that is the address used for your place. For an on-demand course, the same happens while the order status is Overdue, whether or not part of the price has been paid.
You can meet this when you select a course with a booked date under Your Courses, when you select the course’s row or Manage Participants under COURSES on the order page, and when you select View Details under Please Complete Payment on the Content page.
If the order is in your account, check it. Select My Account, then My Courses & Bookings, then the Orders & Billing tab, and select the order. The order page still opens, and its SUMMARY shows the Status.
If the order is in somebody else’s account, ask that person to check it. The order opens only in the account of the person it belongs to.
Contact the course provider for the course details you need, and tell them which message you see.
Do not use Book Course or Order Course to get back to your course. They open the checkout for the course, not the order you already have.
If your place is waiting for approval or payment
While a course page shows Awaiting Approval or Awaiting Payment in its header, it offers no way into the lessons, and the Content page shows a message in place of the lessons.
On the Content page and on a lesson, one message covers both cases. Your Place Is Awaiting Approval is shown while your place is not yet active, and a place is not yet active while the booking waits for the course provider’s approval, or while the order waits for a payment that the provider requires before giving access. The message says that you can view the content once your registration has been approved, and its View Course button opens the course’s public page. If you see it, check both causes below.
Waiting for approval
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 to approve a booking. To ask the provider from any other page, use the contact route under “Who to contact and what to send”.
Waiting for payment
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 you are on has no payment button, for example the Content page of an on-demand course, open the order. Select My Account, then My Courses & Bookings, then the Orders & Billing tab, and select the order. Its SUMMARY shows the Status. Its INVOICES section, when the order has one, shows the amount outstanding and, for an invoice that can be paid online, Pay Invoice. For more about this page, see Find Your Orders, Invoices and Payment Details.
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.
When a place is already active and payment is still not complete, the Content page shows Please Complete Payment and a View Details button in place of the lessons.
Whether lessons open before an order is paid in full depends on how the order is being paid and on the course provider’s settings. If you have paid part of the price, for example a deposit or the first monthly payment, and you expected your lessons to open, contact the course provider and tell them which message you see.
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 your access has 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 word “course” is replaced by the word the provider uses for it, such as “workshop”.
Access ends on a date the course provider set for your place, or after a number of days the provider set for the course. Cademy counts those days from the date the order was paid. If the order has no paid date, it counts from the date the order was created, and if there is no order, from the date your place was created.
Both messages have two buttons:
Re-Enroll Now opens the course’s public page, where you can make a new booking. It does not extend the place that expired.
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 Content page shows the date beside Access expires, in the panel that shows your progress. The order owner, the person whose account holds the order, also sees Access expires in the Your Order panel of the course page. Both lines appear only when an expiry date applies.
If the course opens but a lesson is locked
On the Content page, 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 or form that you must complete before later lessons open. Until the quiz in that lesson is passed or its form is submitted, the button that completes the lesson cannot be selected and reads Complete Quiz to Continue or Submit the Form to Continue. If that lesson also has a SCORM package (interactive content uploaded by the course provider) that you must finish, and no quiz is waiting to be passed, the button cannot be selected and reads Complete the course content to Continue until the package is finished.
Locked: the lesson is not open yet and the list has no opening date to show. Ask the course provider when it opens.
For lesson opening times and deadlines, see Find Course Dates, Locations, Joining Instructions and Content.
If the course content is hosted outside Cademy
When a course provider keeps its lessons on another system, the course page shows a Course Access section. It holds the provider’s instructions for reaching the lessons, or a note that the provider will send them, and the line “Trouble accessing your course? Contact [provider name]”. Select the provider’s name to open its contact form.
Those lessons are not on Cademy, so the course provider is the one to ask when you cannot open them.
If a page shows an error or cannot be found
Course Not Found: Cademy found no course at that address. The page adds “The course is not published or does not exist.” The Content page also shows this message after the course provider archives the course. Open the course from My Courses. If it still cannot be found, 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 Problems with SCORM Course Content.
For a page that does not load, these checks show whether the problem is in one browser or device: reload the page once, open the course again from My Courses, then try another browser or another device. If the page opens there, the problem is in the first browser or device, not in your place on the course.
Who to contact 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 and content hosted outside Cademy. Decisions about your place, such as approving a booking or giving you more time, belong to the course provider.
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, open the provider’s own Cademy website, which is the site where the provider lists its courses and takes bookings, and select the Contact Us tab. If you do not know its address, use any email address or phone number the course 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 How do I get in touch with Cademy?.
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
What happens if I book the course again?
You get a new booking. Booking again does not bring back an earlier place or extend access that has expired. Book Course and Order Course open the checkout for a new booking, and Re-Enroll Now opens the course’s public page. Ask the course provider first: the provider decides whether to restore or extend your access.
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 Participants and View Their Course Progress and Certificates.
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 and note the exact message. If it appears again while you are logged in with the email address used for your place, contact the course provider and send the details listed under “Who to contact and what to send”. The provider can check your place and contact Cademy Support about it. If you have paid part of the price of the course, or a payment for an on-demand course is overdue, see “If the course page does not open after a part payment or while a payment is overdue”.