Frequently Asked Questions and Troubleshooting

We know that technology can be challenging and not everyone is comfortable navigating an online learning platform such as Patch Academy. Listed below are questions we are regularly asked and problems that people doing our courses may encounter. If your problem or question is listed below, please see if you can solve it by following our step-by-step instructions.

However, if you cannot do so, you are welcome to send an email to Sue at info@patchsa.org or Tracy at tracy.rawlins@patchsa.org for personal assistance.

Please note that we work during normal office hours so may not respond immediately to your email.

Why can't I get back into the course I was doing?

If you are working on a course and have taken a break or closed the site and returned at another time, you will likely have been logged out of your account. To log back in, please follow these steps:

  1. Click on My Account at the top of the page.
  2. Enter the email address you used to create your account and your password.
  3. If you have forgotten your password, click on Forgot my password and you will be sent an email in order to reset it.
  4. Tick the reCAPTCHA box if asked to do so. (You may be asked to click on items in a picture as well)
  5. Click on Log in 
  6. Once logged in, you should have full access to the course/s you are enrolled in.

Why can't I get back into my account?

If you have followed all the steps set out in the previous answer and you are still not able to log into your account, there may be an issue with your computer. Please follow these steps to see if you can fix the problem.

  1. Close all the tabs and any documents open on your computer, including the one for Patch Academy. (Remember to save any work you may have open!)
  2. Restart your computer, making sure you allow it to do any updates it may require.
  3. Try again following these steps:
    1. Click on My Account at the top of the page.
    2. Enter the email address you used to create your account and your password.
    3. If you have forgotten your password, click on Forgot my password and you will be sent an email in order to reset it.
    4. Tick the reCAPTCHA box. (You may be asked to click on items in a picture as well)
    5. Click on Log in
  4. If that still does not work, please clear all cookies and cache from your browser and try again. (You can usually do this by holding down the keys Control/Shift/Delete at the same time. A menu will pop up asking you what you want to clear.)

How will I know if I'm logged into my account or not?

  1. If you have purchased or registered for a course and are logged into your account, you will see the words ‘Continue Study’ under the course/s.
  2. If you have purchased or registered for a course and are NOT logged into your account, you will see the words ‘Enroll Now’ under the course/s.
  3. OR click on My Account and see whether or not you have logged in.
  4. To log back into your account, follow the steps found in the answer to the first question.

How do I use a coupon code to purchase a course?

Sometimes we offer coupon codes for a percentage discount on a course. If you have a coupon code for a discount, please follow these steps:

  1. Click on ‘Enroll Now’ under the course for which your coupon is valid.
  2. Follow all the steps to register for and purchase the course. You will find these under ‘Get Started‘
  3. Insert your coupon code where indicated and continue with the purchase.
  4. Your discount will be calculated at the checkout and you will be asked to pay the remainder of the course fee.

Why can't I find the course I was working on?

We have numerous courses on our website and sometimes people forget that they need to scroll down the page to see all the courses that we have. Your course may be one that is not immediately visible when you open the website. Please scroll down the page until you find your course. If you are logged in, you should be able to click on ‘Continue Study’ and get back into the course you are busy doing.