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FAQs
  • Can I re-enter the course once I have started it or do I have to complete it in one go?
    You can use the index button on the right hand side of the course to continue from the section which you were previously working on. The only section which you should complete in one go is the knowledge test.
  • How are the BroadShield eLearning courses endorsed?
    Our courses are Quality Assured by AIM Awards and OFQAL registered Awarding Body (Registration Number: RN5322). This means that we have a proven track record of high standards concerning internal quality assurance, which we have achieved for the process we follow for building our eLearning modules. This means that we can predictably create eLearning modules that are content correct, instructionally sound, interactive and engaging, outcomes based, correctly targeted, delivered on a stable platform and measurable.
  • How do I log in to my eLearning account?
    If you are having trouble logging into you eLearning course there are a range of options: 1. Check you have put in the correct URL. You will have been given a web address to access your learning account. This is usually COMPANYNAME.careshield.co.uk. Check that you have typed this correctly in the address bar at the top of your internet browser. 2. You are using an incorrect username - a common mistake is to use a username from another website e.g. a personal login for a shopping site. Check that you have typed this correctly. 3. You are using an incorrect password - Check your password is the one you have been given with no spaces or special characters. If you are still experiencing problems, please contact our support team on 0345 880 1818 or email support@careshield.co.uk
  • I am getting a ‘loading error’ message when attempting to access the login page. What should I do to resolve this?
    Please check your Internet connection and then refresh the page. If the problem persists please contact Support.
  • I cannot see the arrow at the bottom of the screen so I cannot progress through the course. How can I move forward?
    You need to press F11 on your keyboard to enter full screen mode, you will then be able to move to the next screen and progress through the course.
  • I cannot type into the boxes on the screen to answer the question. How can I resolve this?
    Please press the ESC key on your keyboard which will take you out of full screen mode, you will then be able to type into the boxes and answer the question.
  • I would like to complete some additional training, further to that which my manager has assigned to me. How do I do this?
    Please visit our online shop where you will be able to choose from a variety of courses available to purchase.
  • I’ve completed my eLearning course, but I’m struggling to print my certificate. What should I do?
    Pop-up blockers will prevent your eLearning certificates from opening, so make sure yours is disabled before printing.
  • What should I do if I can’t move onto the next screen?
    Ensure that the next button in the bottom right hand corner is highlighted in grey. If not, ensure you have completed all interactive aspects of the screen (e.g. clicked on all pictures etc).
  • What are your support opening times?
    Our support line is operated Monday to Thursday — 8:30 to 17:30 GMT Friday - 8.30 to 16.00 GMT

The Frequently Asked Questions (FAQ) section serves as a crucial component of our website, offering users a quick reference point for common queries. 

Organised in a user-friendly format, our FAQs present concise answers to questions our teams are presented with daily, saving both users and support teams valuable time. These questions range from basic inquiries about the product or service to more complex troubleshooting scenarios. 


Effective FAQ sections employ clear and straightforward language, ensuring accessibility for users with varying levels of expertise. Regular updates keep the content relevant, reflecting changes in products, services, or policies. Some FAQs may also include links to more detailed articles or guides, offering users a comprehensive understanding of the topic.

Overall, this section is a valuable resource that fosters user autonomy, promotes efficiency, and contributes to a positive online experience.

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If you have questions that you would like to see added to this section please contact us using the methods shown below.

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