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Support FAQs

You can find the answers to some of the most frequently asked questions.

What payment methods do you accept?

All major credit cards. We don’t accept PayPal or American Express.

How do I launch a course?

You launch your course through our Learning Management Platform, myAtlas. Once you start the purchasing process on the website, you will be asked to provide your email address to create a myAtlas account if you don’t already have one. We will then send you your login details for your myAltas account. Your course will be loaded into this Learning Management Platform ready to launch. For corporate users please contact your account manager.

Do I have to take the course straight away?

You don’t have to take the course as soon as you have paid for it, the advantage of Digital Learning is it can be done at your own pace, and in a location of your choosing. Please be aware though that your course is only available for 12 months (24 months for MIST) after purchase.

Can I buy more than one licence on the website?

The website is for individual learners and currently allows for 1 licence per course to be purchased. If you require more licenses of a title, please call +44 (0)1224 708430 or email info@atlasknowledge.com.

For bulk or multiyear licenses, please contact your account manager to discuss pricing.

How do I run my course?

Some of our eLearning courses are identified as requiring invigilation (Facilitated at an approved training centre) from governing bodies such as OPITO and ECITB. For this reason, invigilated courses are not provided directly through the Atlas Knowledge website.  If you require an invigilated course, please call Atlas Knowledge on +44 (0)1224 708430 or email info@atlasknowledge.com.

Why can’t I see my course when I launch it?

If pop-ups are enabled in your browser settings this will stop the course appearing.  The course automatically opens in a new browser window when launched.  You must disable pop-ups in browser settings to run our courses. Please refer to your browser help files for instructions.

Are you trying to access the course on a compatible device?  Some courses are not designed to be accessed on mobile devices and must be run on a compatible PC or tablet.  Device compatibility information is provided in the course description.

Do I need to complete the course in one sitting?

Our course technology utilises a bookmarking system, so you can leave a course and return to the exact same place later.  

Why can’t I hear my course?

Some of our courses have a set of questions that will test your knowledge on the course subject, and supply the relevant screens to fill your knowledge gaps. This can greatly reduce the course running time. Please check the course specs for further information.

What is the pass mark for my course?

Each course has a minimum required pass mark. Please refer to the course specification for further details.

Does the course come with any accreditation?

Accrediting bodies vary from course to course. Please refer to the course specification for further details.

How do I get my certificate?

After completing and passing a course you will have the option to print your certificate. You can re-print your certificate at any time by pressing the ‘information’ button on the course tile within the Atlas Learning Management Platform/myAtlas. For 3rd party LMS’s, please refer to that LMS’s instructions.

Can I access the course once I have completed it?

Once the course is competed and passed, you can access the course anytime as reference.

Courses are available within your Atlas Learning Management Platform/myAtlas for 12 months from purchase. MIST courses are 24 months.

Can I use a tablet computer?

Yes, this system is tested with iPads and common Android devices.

How can I update my password in myAtlas?

If you select the down arrow next to your name at the top of the screen on the, you can choose the ‘My info’ option. This will show a form that allows you to update your password. Remember that passwords should be at least 8 characters long and include a mixture of letters and numbers. The letters should include one upper case and lowercase character.

How can I update my personal details in myAtlas?

If you select the down arrow next to  your name at the top of the screen, you can choose the ‘My Info’ option. This will show a form that allows you to update your personal details.

I click to launch a course and it does not open

It is likely that your computer or tablet has a pop-up blocker is turned on. This will stop the courseware from launching. Please change your pop-up blocker settings thus will allow this site to open pop-up windows.

What are the minimum technical specifications required to run a course?

HTML5 Courseware ‘Athena’ - Minimum System requirements:

  • Tablets - Windows Surface Pro (Windows 8), Apple iPad 3 (iOS 6), Dell Pro (Windows 8.1), Android Tablet (Android 4.1).
  • Desktops and laptops – Apple: Intel Core 2 Duo Processor with 2GB of RAM. Windows 7, 8, 10: 1.5GHz Processor with 2GB of RAM.
  • Web Browsers - Internet Explorer 11, Google Chrome 23, Firefox 29, Safari 5. Please ensure zoom is set to 100% & compatibility mode is off.
  • Hardware – Screen resolution of 1024x768, using headphones or speakers with an internet connection 512kbps or greater.

 

Flash Courseware ‘ACE’ - Minimum System requirements:

  • Desktops and laptops – Windows 7, 8, 10: 1.5GHz Processor with 2GB of RAM.
  • Web Browsers - Internet Explorer 10, Google Chrome 23, Firefox 29. Flash Player 10. Please ensure zoom is set to 100% & compatibility mode is off.
  • Hardware – Screen resolution of 1024x768, using headphones or speakers with an internet connection 512kbps or greater.

Contact Us

You can speak with a member of our technical support team through our dedicated support system or phone number.

0844 247 2121 or submit a support ticket below