Frequently Asked Questions for users of our online Paediatric First Aid Course 

Click the CC (closed captions) button on the bottom right of the video player. 

If the video is hosted on YouTube: 

1. Hover over the video. 

2. Click the “CC” icon to turn subtitles on or off. 

3. To change the language or subtitle style, click the gear icon (Settings) → then select Subtitles/CC and choose your preferred option. 

Note: Not all videos have subtitles available. If you don’t see the “CC” icon, subtitles may not be available for that video.

This can happen for a few reasons: 

• You may not have clicked “Mark as Complete” at the end of the lesson or quiz. 
• Your internet connection may have dropped during the session. 
• You may have exited the browser before your progress could sync. 

If your progress isn’t showing, simply click through the modules to return to where you left off. You won’t lose any previous learning, but the platform may not mark it as complete automatically. 

For the best experience, ensure you’re logged in and your internet connection is stable before starting a session.

To get the best experience, use an up-to-date web browser. We recommend: 

• Google Chrome 
• Microsoft Edge 
• Mozilla Firefox 
• Safari (on Mac or iOS devices) 

Older browsers like Internet Explorer are not supported and may cause problems with videos or course navigation. You can check your browser settings or visit the browser’s website to update.

Our worksheets are provided in PDF format, which means you need a PDF reader installed to open them. 

If you’re having trouble: 

• Make sure you have a PDF reader such as Adobe Acrobat Reader installed. 
• Try using a different device or browser if the download isn’t working. 

If issues persist, reach out to us at info@jillwebbtraining.co.uk

PDF documents can’t usually be edited like Word documents. If you want to complete a worksheet, we recommend one of the following options: 

1. Print the PDF and write your answers by hand. 

2. Download the PDF, read the questions, and type your answers into a separate Word document or notes app. 

You do not need to submit the worksheet to us — it’s purely for your own learning and reflection.

If a video isn’t playing properly or you can’t hear any sound: 

• Check your device volume and make sure it isn’t muted. 
• Make sure the video player’s volume icon isn’t turned down. 
• Try using headphones or a different device. 
• Refresh the page or restart your browser. 
• Switch to a different browser (e.g., Chrome or Firefox). 
• Ensure your internet connection is stable. Close other apps or tabs using bandwidth. 
  
  If none of these steps work, try restarting your device or check back later.

If If you’ve forgotten your username or password: 

1. Go to the login page of the e-learning platform. 

2. Click “Forgot password?” 

3. Enter your email address and follow the instructions to reset your login details. 

If you’re still unable to access your account, contact us at info@jillwebbtraining.co.uk

This may be a temporary loading issue. Try the following: 

• Refresh the page 
• Log out and log back in 
• Clear your browser’s cache 
• Try a different browser or device 

If the issue continues, please contact us so we can investigate further.

Make sure you: 

• Click the “Submit” button at the end of the quiz 
• Click “Finish” or “Mark Complete” if prompted 

It may take a few seconds for the system to update. You can check your progress by visiting the course dashboard.

Yes, absolutely. You can complete the course at your own pace — our e-learning is designed to be flexible and fit around your schedule. Feel free to log in and complete the course in your own time, whenever it suits you. 

However, if you are completing the Paediatric First Aid course, please be aware that you must complete the e-learning portion before your face-to-face assessment day. If it is not completed by then, we will not be able to issue your certification.