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Problem: ‘Help’ I can not find my eLearning theory.
Problem Solved: Check the email you provided us on your booking is correct, then please check your Junk folder. Sometimes the eLearning theory can fall into here. If after checking you still do not have it please contact us on 0800 059 0599 between the hours of 8am and 5pm, Monday – Friday.
The theory will come from IPAF ‘noreply@ipaf.org’ and the header of the email is a black and yellow banner. The title of the email will be – You have been registered on a IPAF MEWP Modular Operator Theory Training (EN-UK) course. To complete the invitation process please follow the link provided. [en-GB]
Please click the yellow box titled ‘Accept Registration’ or the link directly below the box to start the theory.
Problem: ‘Help’ I have created my account but the eLearning theory says ‘Not yet available’
Problem Solved: The eLearning theory is section 3 of the process. You must first complete section 1 (Candidate Details) and section 2 (Candidate Photo) before it will automatically allow you to move on and start section 3 (the theory – labelled eLearning).
Problem: ‘Help’ I have created my account and logged in but the eLearning theory say ‘0’
Problem Solved: The theory is uniquely issued and linked to the email address it was sent to. If you create your account and input a different email address in section 1 (Candidate details), it will not link the theory to you. To solve this, create a new ePAL account using the email addressed the eLearning was sent to.
Problem: ‘Help’ I do not have time to complete the theory in one go.
Problem Solved: You can complete the theory at your convenience with 24/7 access to the portal. You can complete it in one sitting or multiple, shorter sittings. The system will save your progress so when you next log in you can start from where you left off.
Problem: ‘Help’ I have failed the theory test, what now?
Problem Solved: The theory re-issues to you automatically providing you with another opportunity to complete the theory and attempt the test again. It will do this up to 3 times until you achieve a successful result. Just make sure it is successfully completed before your confirmed practical training date.
Problem: ‘Help’ I am on a section and it is not allowing me to move onto the next part of the training.
Problem Solved: In order for the system to allow you to progress through the theory you need to complete each section fully. This means watching all the videos until the very end (let it run to a natural end and do not finish it early) and also means completing everything they have asked you to do within this section you are on. If you do not complete everything it will not allow you to proceed.
Problem: ‘Help’ I have started the theory however the system has kicked me out and is not recognising my face.
Problem Solved: This is because the camera has not been able to verify your face against the initial images taken when you set your account up. The facial recognition software identifies key features on your face including the shape and your eyes and mouth and these features need to be maintained in order for the system to continue recognising you.
Some examples could be: Adding or removing glasses or a hat, that you are not in a well lit area, the sun is shining on your face and obscuring your image, other people have been picked up within the camera range or the camera is not directly facing you and could be resting face up on a desk or table.
Your image must remain the same as the photos taken for your account and must be directly facing you.
Problem: ‘Help’ The system is just spinning and not loading or it keeps ‘glitching’ or ‘hanging’
Problem Solved: A nice easy one, you do not have sufficient internet. Please double check the wifi is running at a sufficient speed. If the wifi is not running sufficiently, switching to use mobile data can often help if you have this available. Alternatively use a different connection which is stable and solid. Try closing all other web pages down and re-start the IPAF eLearning application.
Problem: ‘Help’ The system is asking me to insert ‘Training Code’ in order to proceed with training
Problem Solved: This is not required, you are in the wrong system. Please click the below link to get you back on the correct eLearning system - portal.ipaf.org/Course/MyCourses. Log in if prompted
Problem: ‘Help’ I have completed my eLearning and downloaded my eLearning receipt but there is no picture on the certificate.
Problem Solved: Please log in to portal.ipaf.org/Course/MyCourses and complete any outstanding steps, this includes the feedback evaluation. If ALL steps have not been completed the certificate will not download with your photo on.
Once everything is completed, the course certificate should then show as expected.
Additional support guides and FAQs can be found on the IPAF support site homepage https://support.ipaf-pal.org/
If more support is required, IPAF can provide technical support Monday – Friday 9am – 5pm. Please contact them on support@ipaf-pal.org or call them on 01539 566 700.
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