FAQ

We make every effort to ensure this training is accessible across a variety of devices, platforms and browsers.

However, If you are experiencing any issues, please look through the list of common requests below to see if the answer to your difficulties is there.

I have not received the email with my log in details

If you register a profile on the training, the sending of the email is automated and therefore your operating system may be quarantining the email as procedure. Please check your spam or junk files or ask your IT services to confirm if they have blocked these emails.

I cannot print my completion certificate

The Home Office cannot help with any issues with regard to printing a completion certificate. When processing completion certificates, the application will save a PDF copy of your certificate to the device you are using. As many browsers block the printing of PDFs online and the file must be saved in this way before any attempt to print.

Once the PDF is saved, locate it in your Downloads folder (or by typing “certificate” in a document search) and you should be able to print it from there. If you cannot, please forward the PDF onto a friend or colleague for printing if it is necessary for you to have a hard copy.

The Home Office encourages the retention of the electronic file as proof of completion in order to minimise material waste.

I have lost my completion certificate

Each certificate generates a unique reference number which is the only information held on record. When processing a completion certificate you will be prompted to save off this number. If you cannot provide this reference number, Home Office cannot replace your missing completion certificate.

If you have this reference number and have still misplaced your certificate, you can contact Prevent.Training@homeoffice.gov.uk within 30 days of completion of the training and they will be able to provide a replacement certificate.

NOTE: You will need to provide your name, the email address you used to complete the training and your unique reference number as text within the email. (Screen shots or images of unique reference numbers will not be processed.)

Each request has to be processed manually so this may take up to 20 working days.

If it has been over 30 days since you completed the training, all records will be archived and cannot be accessed for certificate generation.

If you still require a certificate, you will need to complete the training again.

Please note that Health, Police, and Prison and Probation Services have this training accessible via their nationwide eLearning platforms so users from these sectors should complete the training so their sessions are kept on record.

If you need help finding these packages, please contact your local training provider/supervisor or Prevent Lead.

The videos are not playing

The videos start on a black screen, so it may be that they are just taking a moment to load/buffer.

Alternatively, there could be a block on vimeo feeding videos through your firewall, in which case you will need to ask your IT contact to white-list that site: www.vimeo.com

It’s perfectly safe, just the service we use for streaming videos.

I can see the video still image but it’s not playing

The videos are set to play automatically however some browsers (including Google Chrome) will not allow video content to play this way.

Please either click/tap on the video still image to start playing, or hit the play button at the bottom left of the video screen.

I can’t see the CONTINUE button

The Continue button should always be bottom right on screen.

This training package is responsive to your screen size so it may be that you have your browser window set smaller than their device screen and the image therefore compresses to fit and covers the continue button.

Try maximising the viewing size of your browser window.

If this does not work, please refresh the page.

Alternatively, there are occasions where the Continue button does not appear immediately, to ensure users are taking time to read and digest the content on screen. Please refresh and wait to see if the screen animates to a new window automatically, or the Continue button appears.

I want to be able to see if staff have completed the training

Users can chose to be issued with a completion certificate at the end of the training package which will prove their progression through the course.

However we also offer access to an online portal whereby approved representatives of an organisation can register and then track progress of staff providing:

  • Staff are made aware that their sessions are being recorded and agree to this before they take part in the training.
  • Staff register with an organisational specific email address e.g. NOT gmail.com etc.

You can register for this now, however please note the decision on whether you will be allowed a profile to monitor staff completions will be approved by committee and may take up to 10 working days.

Registration: https://www.elearning.prevent.homeoffice.gov.uk/portal

I cannot get the package to work after the Welcome screen

On the Welcome Screen, some background animation is set to play. If your browser cannot display that, the system is set to default to a basic package (same content, no animation). In this instance, it may be that the automated process has failed to start.

Please try to access the package again this link: https://www.elearning.prevent.homeoffice.gov.uk/b/

When users try to processes a completion certificate from the same device, it always saves the name of the first user.

In this case, the device is “remembering” the first user and overriding any other input made.

To avoid this in the future, please ensure that you clear the device’s history and cache (where the device is storing the user data locally from the previous session). If you “clear history” in your internet browser the package will be able to produce certificates with the correct user data for each session.