This guide is for anyone who booked or is attending a course that a course provider runs through Cademy, and for course providers who use Cademy. It explains who runs your course and who can help with what, why you see the Cademy name, how to close your account or ask for your personal data to be erased, and how to contact a course provider or Cademy Support.
Course provider: the training provider or trainer running the course.
Cademy: the software the course provider uses to take bookings and manage its courses.
I Booked a Course. Who Runs It and Who Can Help?
The course provider you booked with runs your course. Each course on Cademy belongs to a course provider’s account. Cademy is the software the provider uses for its bookings, payments and online course content. Cademy does not set a course’s price, dates or cancellation policy, and it does not decide refunds.
Use this table to find out who can help:
Your question is about | Ask |
The course itself: its content, dates, venue or joining instructions | The course provider |
Changing or cancelling a booking, or getting a refund | The course provider |
A payment, receipt or invoice | The course provider |
A certificate | The course provider |
Opening your course or lessons | Start with Can't Access Your Course or a Lesson? What to Check, which says who can fix what |
Your Cademy login, or a Cademy page that does not work | Cademy Support, at support@cademy.io |
To reach the provider, use the Contact Us tab on its Cademy website, or the contact details in your booking email. “Contact Your Course Provider” below gives the steps. To see your courses and bookings, follow Log In to See Your Courses and Bookings.
Got an Email “via Cademy”? Why You See the Cademy Name
A course provider’s pages and emails run on Cademy, so the Cademy name appears in these places:
Powered by and the Cademy logo appear on a provider’s minisite, at checkout, and on the course dates and forms a provider embeds in its own website. They do not appear when the provider has removed Cademy branding.
Emails about a booking or a course are sent through Cademy by your course provider. Unless the provider sends them from its own email domain, the sender is shown as the provider’s name followed by “(via Cademy)”. To contact the provider, use the Contact Us tab on its Cademy website or the contact details in the email.
You log in with a Cademy account to see your courses and bookings. One Cademy account shows the courses you are attending across course providers.
I Booked a Course. Did I Pay Cademy or the Course Provider?
You paid the course provider. An online payment by card, Klarna or PayPal goes to the provider’s own Stripe or PayPal account. If you pay an invoice by bank transfer, you pay the provider’s bank account directly, using the details on the invoice. If checkout shows a Booking fee, that is Cademy’s platform fee, which some course providers pass on to their customers. For a receipt, an invoice, a change to your payment or a refund, contact the course provider. If your employer or organisation arranged your place, ask them or the course provider whether anything is left to pay. To find your orders and payments, see Find Your Order, Invoice or Receipt for a Course Booking.
Close Your Account or Erase Your Personal Data (Data Erasure Request)
Your personal data can sit in two places, and each has its own request:
Your Cademy account: the login you use to book and open courses. To close it and have Cademy erase the personal data it holds for it, email privacy@cademy.io or support@cademy.io and give the email address you log in with. Your account has no delete button.
What a course provider holds about you: their contact record for you, your bookings with them and your course records. The course provider is responsible for this data, so send your request to the course provider, for example with the Contact Us tab on its Cademy website.
For the full steps, what to include and what happens to your bookings, certificates and payment records, see Delete Your Learner Account or Personal Data. The terms are in the Cademy Privacy Policy.
If you run courses and want to close your business account and delete its data, see Close or Delete Your Course Provider Account.
Contact Your Course Provider (Contact Us Form)
Use these steps to send a message to a course provider from its Cademy website. The Cademy website, also called a minisite, is the site where the provider lists its courses and takes bookings.
Open the course provider’s Cademy website. In Cademy’s default confirmation emails, the course provider’s name is a link to it.
Select the Contact Us tab. A form with the heading Send a message opens.
If the form shows Enquiry Type, choose the option that fits your question. This field appears only when the provider has added options to it.
Fill in First name, Last name, Email, Telephone and Message. All of these fields are required.
Select Send message.
When the message is sent, the page shows Thanks for contacting us. The message goes to the course provider.
If your question is about one course, open that course’s page on the provider’s Cademy website and select Contact Us in the panel that shows the price. The same form opens, and Cademy attaches the course to your message.
If your email has no link and you do not know the address of the provider’s Cademy website, use any email address or phone number the course provider gave you.
Contact Cademy Support
Cademy Support helps with Cademy itself: your Cademy login, a Cademy page that does not work, and, for course providers, questions about using Cademy. For a question about a course you booked, contact the course provider instead. You can reach Cademy Support by chat or by email.
Chat With Cademy Support
Chat is best for quick questions and for help while you use Cademy. Course providers and their teams can chat from the Admin Dashboard, as described below. If you booked a course and have a question about your Cademy login, email Cademy Support at support@cademy.io.
Chat With Cademy on the Cademy Website
If you are considering Cademy and do not have a login yet, use the chat on cademy.io.
Message Us in the Admin Dashboard
The Admin Dashboard is where a course provider and its team manage courses, bookings and settings. Its sidebar has a Message Us link. The link is shown on every plan, to every team member who can open the Admin Dashboard.
Log in to the Admin Dashboard at admin.cademy.io. For the login steps, see Log In to Your Course Provider Account.
Select Message Us at the bottom of the sidebar. If the sidebar is collapsed, select the speech bubble icon at the bottom of it. On a small screen, select the menu button first to show the sidebar.
A chat window opens. Type your message and send it.
Help Guides, below Message Us, opens the Cademy Help Centre in a new tab.
Email Cademy Support at support@cademy.io
To contact Cademy Support by email, write to support@cademy.io. Anyone can use this address, including learners with a question about their Cademy login.
When to Email Cademy Support Instead of Using Chat
Email suits questions that need a detailed answer, detailed feedback and requests that need looking into. Send it from the email address you use with Cademy, and say which business account, course or order it is about.
Frequently Asked Questions
Can Cademy cancel my booking or give me a refund?
No. Cademy Support does not decide cancellations or refunds. You can cancel an eligible booking online when the course provider’s rules allow it; otherwise, contact the course provider. See Cancel or Reschedule Your Course Booking.
Do I need a separate Cademy account for each course provider?
No. One Cademy account shows the courses you are attending across course providers. Log in with the email address used for the booking.
I booked a course. Can I change the email address I log in with?
You cannot change it yourself. Under My Account, then My Courses & Bookings, then the My Profile tab, the Email Address field cannot be edited. The field carries the text “To change your email address, please contact support.”
I am a course provider. Where do messages from my Contact Us form go?
Messages that learners send through Contact Us on your Cademy website go to your account’s Inbox in the Admin Dashboard. To find and answer them, see Reply to Customer Messages and Enquiries in Inbox.