FAQs

Logins and Passwords

Is the password case sensitive?

Yes. Passwords must be typed in the case they were created in. They do not require a capital letter, but must include some letters and some numbers. They must also be at least 10 characters long.

Product Filters

I have clicked a product filter, but there are no results appearing.

There are currently no products available under that filter. Please try another category by using our menu at the top of the site, and also check back regularly to see for any new products or courses that have been added to the SHOP.

Organisation Administrator Permissions

What is an organisation administrator?

This will be the person/people who are authorised to purchase SLAs on behalf of the establishment e.g. headteacher, SBM, school administrator. The school can have as many organisation administrators as they wish.

When you are an organisation administrator, you will be able to:

  • Manage user permissions for other users registered against your establishment in the "Our Users" tab
  • Manage event bookings for your establishment in the "Our Events" tab
  • Manage online learning licences for your establishment in the "Our Online Courses" tab
  • Add any product (subscription, consultancy, training, resources) to your establishment’s wish list, transfer wish list items to your basket and checkout your basket

How do I manage user permissions if I am an organisation administrator?

All organisation administrators receive email notifications whenever a new user registers at their school. To manage the permissions of that new user, please log in to your account on the SHOP and go to your account area by clicking on your name in the top right-hand corner of the screen. Then please go to the organisation admin area by clicking on the blue “Access Admin Area” button.

Please go to the “Our Users” section where you will be able to tick/untick the boxes to assign the correct level of purchasing permissions to your users.

How do I get school administrator account permissions?

Contact us at [email protected] and we can set this up for you. Please send us an email from someone in your school leadership team, school business manager etc. and provide us with your username (email address) for the establishment for which you require admin account permissions.

Registered User Permissions

What permissions do newly registered users have?

By default all new user registrations will be able to add any type of product to their establishment's basket and will be able to check out these products. Devon Local Authority schools, settings and academies have the ability to manage user permissions if you do not want to allow everyone checkout permissions.

What are the different levels of user purchasing permissions for Devon schools?

Devon Local Authority schools, settings and academies have four levels of user permissions:

  • Organisation Administrator (this is likely to be the person who is authorised to purchase SLAs e.g. headteacher, SBM, school administrator): this type of user will be able to add any product (subscription, consultancy, training, resources) to your establishment’s wish list, transfer wish list items to your basket and checkout your basket. They will also be able to assign user permissions to other users in your establishment. The Administrator of the account will automatically receive an email notification whenever a new user registers at their school.
  • SLA: this type of user will be able to add service level agreements (consultancy and subscription services) products to your establishment's basket and checkout these products.
  • CPD: this type of user will be able to add training and resource products to your establishment's basket and checkout these products.
  • Digital Resources: (all other users with accounts attached to your establishment): this type of user will only be able to checkout digital resources and add other products to your establishment's wish list

The person/people with Administrator permissions will be able to remove user permissions from other users’ accounts in your establishment e.g. make them default users only with no purchasing permissions.

User Management

One of the users has left my establishment. How do I remove their account?

Users aren’t removed from the system in order to ensure you have a complete order history against your setting.

If the staff member has left, your organisation administrator can suspend their account, so they no longer have access or show in the school’s view.

I have moved to another setting. How do I update my account?

You will need to register again for a new account using the e-mail address and details of your new employer.

My e-mail address/name has changed. How do I update my account?

If your whole setting has changed their e-mail addresses (e.g. gone to a different server, or joined a MAT/federation), please contact us and we will do an update for all users on the system. We will then e-mail all users with their new usernames.

If an individual user has changed their e-mail address, they will need to register for a new account, as the e-mail address is the username and will be associated with past orders.

How do I get school administrator account permissions?

Contact us at [email protected] and we can set this up for you. Please send us an email from someone in your school leadership team, school business manager etc. and provide us with your username (email address) for the establishment for which you require admin account permissions.

Subscription Content

How do I access subscriber areas relating to SLAs that I have purchased?

To access subscriber areas, please log into your account on the SHOP and click on your name in the top right-hand corner of the screen to go to your account area. Please click on the tab headed "My Subscription Content". There you will find listed the subscriber areas for the SLAs your organisation has purchased. Please click on the box with the arrow pointing outwards to open the relevant area.

A subscriber area I want to access doesn't appear in the tab.

This will mean that your school/setting has not placed their SLA order for this product. Please contact your School Business Manager to confirm whether an order has been placed for the current financial year.

I have a subscriber area listed that our school has not subscribed to.

Some subscriber areas are available to a wide group of schools/settings. For example, safeguarding content is available to access for all Devon Local Authority maintained schools and settings. They do not need to subscribe to access this area. Therefore, the subscription has automatically been added to your account. Clicking the box with an arrow pointing out next to any of the safeguarding lines will enable you to access the subscription content.

Wishlists, Quotes and Baskets

Do I have to name my wish list?

Yes. Products cannot be added to an unnamed wish list. Once created, the wish list will stay on the SHOP so you can access it and add/remove additional products at any point.

How do I checkout a quote that has been added for me?

Please log into your account on the SHOP and go to your account area by clicking on your name on the top right-hand corner. Please then go to the quotes section, view quote, convert to basket and follow the steps to checkout.

Can I save my basket and come back to it later?

If you create an account on our SHOP, any items added to the basket or wish list once you have logged in will remain in there until you remove them.

If you have no account on the SHOP, then your basket will not be saved.

Voucher Codes

What is a voucher code?

Some of our subscription products include discounted places on training courses. When one of those subscriptions is purchased, an e-mail notification is sent to the purchaser detailing the voucher code(s).

The voucher codes should be applied at the point of checkout when booking the relevant courses.

Can I use more than one voucher code at a time?

Only one voucher code can be used per order.

Purchase Order Numbers

How do I add a Purchase Order (PO) reference to my order?

When you come to checkout your items, you will be asked to put in a customer reference. If you enter your PO number there, it will appear on the order and invoice.

Please note that a PO number applies to all items within an order. If you would like different PO numbers to apply to different items, please check them out in different orders.

Can I add a note to my order?

We are unable to add a note to an order that will appear on your invoice, but notes against orders can be viewed in the "My Account" section of the website, so please do use that facility. Please ask us if you would like something to be added in, and we can do this for you.

Payments and Refunds

Can I pay by card?

Any user who links themselves to a school or Early Years setting can request to pay by either invoice or credit card. Private individuals/organisations will only be able to pay via card.

How do I request a refund, credit note or cancel a course booking?

Please log into your account and go to the "My Account" area of the website by clicking on your name in the top right-hand corner of the screen. Go to your "Order History" tab, find the order for which you would like to request a refund and click the refund button. You will be asked to add in some short detail about why you would like a credit note, and then the request will be submitted for our finance team to review. Once it has been approved you will receive an e-mail notification.

Please note: If you have more than one row on a particular order reference, it is not possible at the moment to request a refund against a specific row (the refund request will cancel the entire order). Please contact us direct to request a refund against a specific row within a multi-row order reference.

Booking CPD for colleagues

How do I book a colleague on to a course?

There are several ways you can assign delegates onto courses that you have purchased:
  • When you add a course to your basket on the shop
  • Prior to final checkout on the shop
  • Immediately after you have confirmed/placed your order
  • Post checkout via your "Access Admin Area" on the shop

Will the delegate I book on be notified of their place on the course?

Yes. If they already have a user account on shop, they will be directed to login. They will be able to see their event details in the "My Events" tab in their Account Area. If they do not already have a user account on the shop, they will be directed to register for an account, then they will be able to view their event details.

For training events, the delegates will be contacted twice prior to the event with further details.

CPD Certificates

How do I download certificates from the new SHOP?

There are no certificates of attendance currently for our events (except for statutory courses). In your SHOP account area, in the "My Events/Our Events" tab, you can see a record of your past and upcoming events. We are looking at how we can provide certificates and a detailed record of attendance as a future upgrade.

Assigning Online Learning Course Licences

How does my colleague access an online learning course I have purchased for them?

When you have purchased a user licence to one of our recorded webinars/online learning programme, you can assign access to someone from your establishment via the "Access Admin Area" on the shop as long as you have organisation administrator rights.

One licence will be automatically assigned to you as the purchaser. If you need to complete the course yourself, then you can access the content in the "My Online Courses" section of your account. If you need to assign the course to a colleague, please click on the blue "View Assigned" button. You will see your name listed and the option to click Remove licence. Once you have clicked that and confirmed you wish to proceed, you can then click on the blue "Assign User" button and follow the on screen instructions to allocate it to your colleague.

Will the person to whom I assign an Online Learning Course licence be notified?

Yes. If they already have a user account on shop, they will be directed to login. They will be able to see their online learning course in the "My Online Courses" tab. If they do not already have a user account on the shop, they will be directed to register for an account, then they will be able to view their event details.

Can I reassign an Online Learning Course licence to someone else?

Yes, provided that the original assignee has NOT clicked the 'Access Course' button. As soon as a user clicks the "Access Course" button, the SHOP registers this user as having started the course. We are unable to reassign licences once courses have been started.