Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Getting Started


Account Set-Up & Access

Courses and Assessment for Users

Courses and Assessment for Managers


Getting Started


What are the minimum system requirements to access your courses?

For Desktop:

  • Adobe Flash Player 10.3 or later and one of the following browsers:
    • Safari 7 or later version
    • Google Chrome (latest version)
    • Internet Explorer 8 or later version
    • Microsoft Edge (latest version)
    • Firefox (latest version)
  • Make sure cookies are enabled:
    • Internet Explorer
    • Firefox
    • Google Chrome
    • Safari 7
    • Safari 8
    • Safari 9
  • Make sure JavaScript is enabled.

For Mobile Devices:

  • Safari for Apple iOS 7 or later version
  • Google Chrome (latest version) for Android OS 4.1 or later version


Do I have to download and install any software to access the course?

No. However, your desktop or mobile device must meet the minimum system requirements.


What does a license consist of?

A licence gives you access to the chosen eLearning program.
A licence is valid for one year from the date of the registration of the user (learner).
After course completion, each user receives a downloadable certificate.
During the remaining validity period of the licence, the course is still available and can be used as a refresher course.


What’s the difference between a course and a module?

A module is part of a course.




Is the price listed on the website inclusive of GST or any other additional taxes?

The price is inclusive of 10% GST unless otherwise stated.


I bought a single licence for a course. How do I purchase more licences for the same course?

You can go to our online store to purchase additional licences directly. Alternatively, you can contact our Customer Care at


How can I renew my licences?

Contact our Customer Care at and specify the details about the renewal (program, number of licences, etc.).


I purchased multiple licences and haven’t used all of them. Can I downgrade and get a refund for unused licences?

Unfortunately, we don’t refund purchased licences. However, you can have a credit for unused licences and re-assign to new users as long as it is within the same licensing term.


Can you provide a receipt for the course that I purchased?

Yes. Contact us at


What is your cancellation and refund policy?

Order cancellations is within our sole discretion.
There is no refund once the course is accessed.


Account Set-Up & Access


Do I need to have a valid email address to have an account?

Yes, a valid email address is required to set up an account.


How do I create my username and password?

For single licences, username and password are created upon purchasing, on the checkout page. The course can be accessed immediately once payment is completed.
For multiple licences, usernames and passwords are set up by WLH’s Customer Care team, based on the list provided by the organisation’s assigned contact person.


I can’t access my account. How can I reset my password?

Select ‘Lost My Password’ from the log-in page or contact us at


I can’t access the system. How do I get help?

Please check if you have the minimum system requirements to access the courses. If you still cannot access the system, please contact us at


How do I enrol users in multi-licenced courses?

The users will be enroled in the courses by WLH’s Customer Care team, based on the list provided by the organisation’s assigned contact person.


How do I add users in bulk?

Users are added in bulk by WLH’s Customer Care team, using a CSV file with the log-in and course details.


I didn’t receive any confirmation email from your system. Who should I contact for confirmation?

Contact us at


Courses and Assessment for Users


Can I see how many are enroled in the course?

Only training managers and administrators can see the report feature which shows the number of users enroled in the course.


How long can I access the course once it started?

The course can be accessed during one year from the date of the registration.


Can I go to other courses even if I haven’t finished my ongoing course?

Yes. You can complete the courses independently at your own pace.


Why can’t I pause or cancel my assessment test?

The assessment is a proof of knowledge and once it started, it cannot be paused or cancelled. If you exit the assessment test before completing it, you will need to re-take the test from the beginning.


What is the minimum passing score? If I get one question wrong, do I have to repeat the whole course and retake the assessment?

Users have two attempts to complete the assessment which requires a 100% score to pass. If you failed the first time, you can go straight to the assessment without repeating the whole course. Select ‘No’ from the ‘Resume’ pop-up to reset the assessment.
If you failed twice, you need to retake the course.


I have taken the assessment multiple times. Can I get a history of my assessment scores?

The LMS will record each successful course completion, in My Account page. Failed attempts are not recorded. The date of completion on your certificate will the one of your first successful completion.


Where can I download my certificate of course completion?

The certificate link will be available on the main account page after successful completion of the course. Click on “Certificate” to download and print the certificate.


How can I view my course completion certificates for previously completed courses?

The system can only store one certificate per course for each user and within one year. Previously completed courses are deleted from the system.


Can my training history from other companies be merged into my new account?

No. Merging of training histories from different systems is not possible at this stage.


Why are videos stuttering?

There are many possible reasons why you may be experiencing poor video playback. Our content requires a stable internet connection and decent computer processor, so if you have a slow connection or outdated computer, you may experience issues.
If you have a fast internet connection and a new computer but are still experiencing stuttering, please try the following:

  • Option 1: Make sure you have the latest version of Flash player plug-in running on your web browser.
  • Option 2: Turn off any other programs, virus protection, ad blocker or energy saving setting as they may interfere with the video playback.
  • Option 3: Close other browser tabs.
  • Option 4: Clear the cache.
  • Option 5: Try another browser.


What can I do when my course freezes?

You can try refreshing the page and click “Yes” to “Would you like to resume where you left off?” pop-up.


Courses and Assessment for Managers


Can I create test accounts for the users?

Yes, to do so, please contact us at


How do the users receive their log-in details?

The log-in details are set up based on the list provided by your company’s assigned contact person. Once the log-ins are processed, the list will be sent back to the contact person with the log-in details and instructions. The contact person is responsible for distributing the course details to the users.


How can I track the progress of the users?

We can provide administration access to a specific person at your organisation to be able to track the users’ progress report.


Can I revoke or change the users’ access type?

Yes, to do so, please contact us at


How do I add more administrators?

Contact us at


How many administrators are allowed in my course?

One administrator is required per course, with a maximum of three administrators per course.


What kind of report can I get as a manager?

You can get a downloadable Excel file with the list of users and the status of their course and assessment completion with the last log-in dates.


Will I be able to get a copy of the users’ course completion certificates?

The certificate is only available to each user. If any user encounters a problem when downloading the certificate, contact us at


Can I give my access to another user?

The log-in can be re-assigned to another user within the same organisation, as long as the course has not been accessed yet. Please note the licence expiration date remains the same.


Can I record users’ activities based on their IP addresses so I can monitor whether they have taken the course within the company premise?

This feature is not available at this stage.


What happens if the legislation changes during the validity of the licensing term? Do the courses get updated? Do the users need to retake the course?

If there is a change in the legislation, the courses on our LMS will be updated and users will be able to retake the course with no extra charges. Please note the licensing term will remain the same for these users.