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 Online Content 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.

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…

Go to Menu > My Account, or go to Login. You will see a Lost Password link.

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 left hand link to Subscriptions.

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

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.

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 is now longer available. 

As outlined in our Terms and Conditions once you have submitted the exam registration form and we have confirmed your booking, you are not able to change your exam centre, date or time.

Yes you can. If you are uncomfortable with purchasing online you can order on the phone by calling Electacourse on the number at the bottom of most pages of this site. Or you can use the contact form, tell us you 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