What this page covers
This is the practical troubleshooting and account-help reference for PointCPD. If something isn’t working as expected, or you’re not sure how a feature is meant to behave, the answer is likely below. For anything not covered here, our contact page reaches a real person, not a ticket queue that disappears into nowhere.
Account and login
If you can’t log in, first confirm you’re using the email address you registered with — not a work email if you signed up personally, or vice versa. Use the “forgot password” link on the login screen to reset your password directly; if the reset email doesn’t arrive within a few minutes, check your spam folder before contacting us, since transactional emails occasionally get filtered by aggressive spam rules on some providers.
Module player issues
The module player autosaves your progress after every block, so a dropped connection or closed browser tab should never lose your place — reopening the module should resume exactly where you left off. If a module genuinely won’t load, the most common cause is a slow or unstable mobile connection while on-site; try again once you have a more stable connection, since large image or video content in a module needs a reasonable connection to load correctly. If a specific block consistently fails to render regardless of connection, that’s a bug worth reporting directly via contact us with the course name and block number if you can identify it.
Assessments
Assessments on PointCPD allow unlimited attempts — there is no cap, and no waiting period between attempts. If you fail an attempt, the platform tells you which specific questions you got wrong as you go, so you can review the relevant module content and try again immediately rather than guessing what you missed. Question order is randomised on each attempt, which is deliberate — it means retaking an assessment tests genuine understanding rather than memorised answer positions.
Certificates
Certificates are generated automatically the instant you pass an assessment — there’s no manual review or delay. You’ll receive it as an email attachment (a PDF) and it will also be available for download any time from your My CPD dashboard. Each certificate carries a unique serial number; if you ever need to prove a certificate is genuine to an employer, licensing body, or auditor, see our Verify a certificate page for how that process works. If a certificate email never arrives, check My CPD directly first — the certificate is generated and stored regardless of whether the email successfully delivers, so you’re never actually missing your certificate even if the email itself goes astray.
Purchases and points
Purchasing a course grants you access to work through it — it does not by itself award any CPD points. Points are only ever credited once you pass that course’s assessment, which is a deliberate design choice: points reflect demonstrated competence, not payment. If you believe you’ve completed and passed a course but don’t see the points reflected in your CPD standing, check My CPD first (it updates instantly on a pass); if the discrepancy persists, contact us with the course name and roughly when you completed it.
CPD standing and renewal dates
Your CPD standing shown on My CPD is calculated from your state, your licence category, and the actual point_awards on your account — it is a live calculation, not a cached number, so it should always reflect your true current position. If your standing looks wrong, first check that your state and renewal date are set correctly in your profile, since an incorrect state will pull the wrong jurisdiction’s requirement entirely.
Refunds
See our Refund and Returns Policy for the specifics — broadly, a course you haven’t started is refundable within a short window, while a course you’ve begun or completed generally isn’t, since access, content, and any awarded points are delivered instantly and can’t practically be “returned.”
Company seat accounts (for managers and staff)
If you’re a manager who bought a seat pack, your Team Dashboard shows your available seats per course and your full staff roster. If you assigned a seat to someone who doesn’t yet have a PointCPD account, they’ll receive an email invitation — their seat activates automatically the moment they register using that exact email address, with no extra step required on your part. If you’re a staff member who’s been assigned a seat and haven’t received an invitation email, check your spam folder first; if it genuinely never arrived, ask your manager to confirm the email address they used when assigning your seat, since a typo there means the invitation goes to the wrong inbox entirely.
Mobile and on-site use
The module player is built mobile-first specifically so it works properly on a phone on-site, not just as an afterthought to a desktop-first design. If you’re finding tap targets too small, text hard to read in direct sunlight, or an interaction awkward one-handed, that’s genuinely useful feedback for us — tell us which module and block, since on-site usability is a core design priority, not a nice-to-have.
Browser and connection requirements
PointCPD works in any modern browser — Chrome, Safari, Firefox, Edge — on both desktop and mobile. There’s no app to install. A stable connection is only needed while actively loading a module or submitting an assessment; once a module’s content has loaded, autosave means brief connection drops during your session won’t lose your progress.
Still stuck?
Contact us directly — we read every message ourselves rather than routing it through a support queue, and we’d genuinely rather fix a real problem than have you quietly give up on the platform.