If you have paid for a course but have not received an access email or login details, check whether the lessons are on Cademy or another website. This guide explains what to check and who to contact.
The course provider is the trainer or business running your course. Cademy is the software it uses for bookings and course management.
Check Where Your Course Lessons Are Hosted
Some course providers teach their online courses on another website. For those courses, there is no internal Start Course button in Cademy. The provider supplies the instructions for accessing its learning website.
Check your booking confirmation and any instructions from the provider to find out where to study. If your Cademy course page shows a Course Access section, follow the instructions there. These details show only when your booking is approved and meets the provider’s payment requirements.
In Course Access, select the provider’s name after “Trouble accessing your course? Contact” to send it a message.
Example: a learner’s Overview for a course hosted on another website. Your provider’s access message may be different.
If you cannot tell where the lessons are, ask the provider. If your course is taught on Cademy and you see a login, payment or approval message, an error, or expired access, follow Can't Access Your Course or a Lesson? What to Check.
Check for the Course Access Email or Login Details
For lessons on another website, check the inbox for the email address used on your booking, including spam or junk. Search for the course name and the provider’s name, and read any separate messages with login details or an access link.
Follow the access timeframe stated in your booking instructions. There is no universal 48-hour Cademy waiting period. If the provider’s stated time has passed, or it gave no timeframe and you do not know when access will arrive, contact the provider.
Ask the Course Provider to Resend Your Access Details
Contact the course provider if its access email has not arrived, you cannot find the login details, or the supplied link or login does not work.
Use the provider’s contact details in your booking email. To send a message from the course’s public page, select Contact Us in the panel that shows the price. For the form steps, see Contact Your Course Provider or Cademy Support.
Give the email address used on the booking, the course name and a short description of the problem. If you have an order reference, include it to help the provider find the booking.
Ask the provider to confirm where the course is hosted and resend the access link or login instructions. If it says it already sent them, ask which email address it used.
Do not buy the course again to try to restore access. Contact the provider about the booking you have already paid for.
If the Course Provider Ignores You or Sends You Back to Cademy
If the course provider does not respond to your access request or tells you to contact Cademy, email Cademy Support at support@cademy.io. Include:
the email address used on your booking
some context about the access problem, such as which course you paid for and what is missing
whether you have contacted the course provider and what it said, if it replied
An order reference or previous messages can help if you have them. You do not need an invoice, screenshot or order number before contacting Cademy Support.