Frequently Asked Questions

If the answer to your enquiry is not in the Frequently Asked Questions below, please use our Technical Support Enquiry form

You need to login and go to: Menu > My Account > My Courses where you will see a list of your Electacourse content. Just click on an item on your list and your content will open.

Electacourse products are only available online using an internet connected device. We no longer supply content as downloads. When you completed your purchase you created an account. All your content is online in your account.

To make sure you receive emails from Electacourse, you should add to your list of safe senders. “Whitelist” the sender or an entire domain name to make sure our emails go to your inbox. If you have trouble receiving emails from Electacourse after following these instructions, contact support.

Mostly this issue arise with customers on Microsoft email accounts. There are two ways to whitelist emails in Hotmail, Live, Windows, Live, Outlook and MSN.

Check the Junk Folder

If an email from a sender you want to whitelist has ended up in your junk folder, the process is simple.

  1. Click “Show Content” to view the body of the email.
    Click “mark as safe”.
  2. The sender will be added to your list of safe senders and all future emails will go to your inbox.

Manually Add the Sender to Your Safe List

If an existing email from the sender hasn’t already been trapped in your junk folder, you can manually add him to your Safe List.

  1. Click on ‘Options’ or ‘Settings’ in your email screen (often in the upper right corner)
  2. Then click the link for “Safe and Blocked Senders” in the body of the page under Junk e-mail.
  3. Click the “Safe Senders” link and enter the email address you want to whitelist.
  4. Click “Add” to put it on your list.

The most common reasons for not being able to login are:

  1. Using the wrong username, email address or password
  2. You have saved an old password in your device or browser’s password manager
  3. You are using an organisation’s secured network or a VPN (virtual private network) app and the network rules prevent you from logging in to Electacourse
How to remedy the situation:
  • Access using your browser in ‘private’/’incognito’ mode
  • Reset your password from the password reset page
Are you sure you have logged in? When you have logged in have you gone to My Account > My courses?
On the My courses page you can see links all your courses and practice test.
The most common reasons for your content not loading are
  1. Browser or ISP caching of content
  2. Company rules and firewalls
  3. Incorrect or forgotten login details

The most common reasons for unexpected behaviour are browser caching and company rules/firewalls.

Browser caching of content

When you return to a page, particularly a page which is part of a course or exam practice, your browser will be loading content which is already stored in it’s cache (that is, content which has been saved on your computer/mobile device). Sometimes this can give the appearance of the page not working as expected (ie the test may not load).

There are 2 ways to resolve this issue:

  1. ‘Force Refresh’
    Force refresh is the process to load page data from our servers and not from your browser cache.
    The commands to do a Force Refresh are:
      • Windows PC (Chrome/Firefox/IE): There are many different ways to Force Refresh in PCs – they are mostly dependent on which browser you are using. The most common key strokes are F5 or Ctrl+5 There is full information on all browsers in this article (Click to view)  
      • Mac/Apple: Apple + R or Cmd + R
      • iPad Safari: Long hold refresh icon
      • iPad Chrome: Settings -> Privacy -> Clear cache
      • Android: -> Swipe down on page
  2. Use browser in private or incognito mode
    Most internet devices and browsers can visit websites using ‘private’ mode.
    Google ‘private browsing’ to find out what works for your internet connected device

ISP caching of content

It is possible your internet service provider (ISP) uses caching to improve the speed of internet pages served to you. This is out of our control, you will need to check with your ISP to discover if their activities are disrupting your access to Electacourse content. This is not uncommon with budget internet providers.

Here is a link to more information about caching –

Company rules/firewalls

To deliver the complex functionality supporting our online courses and tests, the Electacourse website uses advanced technologies. When using your company network or using a company device it is possible your organisation has put restrictions on the type of content you have access to. The company firewall or device rules may be interpreting the Electacourse website as a threat.

There are no malicious technologies or programmes on Electacourse.

To resolve this, request your company IT department to put on their ‘Safe List’ of websites.

Incorrect or forgotten login details

If you have forgotten your login details, refer to the FAQ ‘I have forgotten my password…

When you have answered all the questions or the test has timed out, click the FINISH TEST button (1).

(Click for larger image)

For some tests you can see how well you have done by categories (2). To see how you have answered each question, click VIEW QUESTIONS (3)

(4) Shows summary of all questions – Green=correct; Pink=incorrect

In each question you can see your answer choice (5) and the correct answer (6).

Click (7) to see next question.

Take the Lost Password link and create a new password. You will need to use the email address which is on your account to generate a new password.

You can cancel your subscription at any time. You will still have access to your content until the day before your cancelled subscription would have renewed. To cancel your subscription, go to Menu > My Account and take the link to Subscriptions and click Cancel.

All Electacourse subscriptions expire after 12 months if not cancelled beforehand.

You can restart your subscription at any time. To restart your subscription, go to Menu > My Account and take the link to Subscriptions and click Resubscribe.

You will not have to pay the Sign Up charge again.

All Electacourse subscriptions expire after 12 months if not cancelled beforehand.

Unfortunately we cannot switch you from one course to another. Some courses and exam practice are sold at a single price and others are monthly subscriptions. All the prices are different.

If you have done your exam and no longer need to have access to your exam practice product, you can cancel your subscription at any time. See Help article on this page about how to cancel your subscription. After cancellation you may choose to purchase a new product.

If you have not logged out of the site in the last 14 days, you will be logged out automatically. This is a security setting designed to protect your account.
You might also find that browser caching can cause unexpected login issues. To resolve this you need to do a ‘Force Refresh’ after returning to the page. See FAQ ‘Why is my course or practice question content not loading

If you have purchased the City & Guilds Wiring Regulations exam (2382-18), either on its own or as part of the 18th Edition Course, you will have received instructions about how to book your exam. Once you have sat and passed the exam at one of our accredited partner exam centres, you will get a City & Guilds qualification. It can take up to four weeks for your certificate to arrive.

For other Electacourse training material you can request a Certificate of Completion from Electacourse. Just drop us a line using the contact form.

After your purchase of a product which includes an exam, you will have received an email with a link to the exam registration form. 

Please search your inbox for the email and take the exam registration link.

You can change exam centre as long as you have not yet completed the exam registration form.

If you have purchased a product which includes a City & Guilds exam you don’t need to stick with the centre you selected at purchase.

When you are ready to book your exam use the link you given at the time of purchase, you can then select any one of our exam centres in the exam registration booking form.

As advised at time of purchase, it is possible the exam centre you selected at the time of purchase, is now longer available. 

You can change exam centre as long as you have not yet completed the exam registration form.

As outlined in our Terms and Conditions once you have submitted the exam registration form unfortunately, we are not able to change your exam centre, date or time. This is a City & Guilds policy.

Yes, there are some strict technical requirements for @home examinations. They are:

  • a well-lit room where the exam can be taken undisturbed
  • a good internet connection
    a laptop or desktop computer  with a webcam
  • PC running on the Windows operating system. The exam CANNOT be done on MACs or tablets
  • a telephone number so the exam set-up details can be organised and confirmed

Once we have scheduled your exam@home you will be contacted and given information about how to prepare yourself and the PC before the exam.

The exam@home is NOT available outside the UK. 

Those are the old days. We no longer supply our courses and exam practice as download products.

We converted all our material to online only in about 2014. With the material being online we are able to continually add more material to improve the courses, keep them completely up to date and instantly correct the very few errors which may crop up.

All you need to view our courses and exam practice is an internet connected device. The material is designed to be used on smart phones, tablets and computers.

To take a look at your learning progress and exam/test practice scores:

  1. Log in to your account
  2. Go to My Courses
  3. At the top of the list of your courses/exam practice there are two small links: Expand All/Collapse 
  4. Click Expand All. 

You will see information about your progress. Scroll all the way down to see your exam practice results. Unfortunately you are not able to your questions which were presented in your historical exam practices.



Yes you can. If you are uncomfortable with purchasing online you can order on the phone by calling Electacourse on the number in the last FAQ, but better, use the contact form at the bottom of this page: tell us your number and we will call you back.

Electacourse do not store debit or credit card information. All phone orders are processed by Electacourse through industry standard secure payment service providers.

Clayton Partners Ltd is the company which owns Electacourse. All payments for Electacourse products will be made to Clayton Partners. This is the name you will see on your card or bank statements.

Go to Menu >My Account and take the left hand link to Orders. You will see PDF invoice buttons against all your orders

We are able to licence the Electacourse 18th Edition Online Course to training companies and to businesses.

If you are a training company and want to resell the course under your own branding, we can do that for you. It is far more cost-effective for you to licence our course than it is to create and maintain one yourself. Our tutors and authors are constantly adding new material and keeping the content up to date.

If you have many engineers who need the 18th Edition qualification we can set them up in your private area of our website where you can view and manage their progress.

We have an arrangement with the Prisoners Education Trust where the Electacourse 18th Edition Course is made available to prisoners. Please apply to PET for funding.

The course is supplied on a CD together with the Wiring Regulations book. The CD does not require internet connectivity and can run on any Windows or Apple computer with a CD drive and a browser.

We are sometimes informed that prisoners are not able to access a computer and would prefer the course as printed material. Unfortunately this is not possible, the course is interactive and does not work pedagogically in print.

If you have a technical or user issue please check all the Help articles on this page to see if the answer you require is here. We have tried hard to cover every issue customers have asked us about. It is quicker and easier for you to check these Help articles than it is to phone us.

If none of the articles cover your question, use the Contact Form at the bottom of this page. If it is a technical issue you are asking us about please tell us your device (iPhone, PC etc), operating system and browser  (including versions ie iOS 14.1, Windows 10; Chrome 91.0.4472.1 etc)

Please call or use the contact form if you are enquiring about a bulk purchase order, if we don’t answer we are probably training; leave a voicemail and we will get back to you as soon as we can.

Our phone number is 02081233084

Talk to us

  • Before using this form, please check the Help pages. The answer to your question will most likely be there.
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