CYSCP

I can't login

Do you already have an account with MyLO?

If yes, check your username and password. Check you're entering the details correctly. If this still doesn't work, follow the ‘forgot password’ link on the login page.

Have you checked your browser? Often if you can’t login another browser may work e.g. Firefox, Google Chrome, Microsoft Edge.

If you don’t already have an account, you'll need to register for a new account with MyLO.

I can't access the course

Do you need to pay for the course? To help you identify if you need to pay for the e-learning course please visit the e-learning web page.

If you do need to pay for the course please access the course via MyLO and follow the link to pay. After payment, you'll not be able to access immediately. Once access has been granted, you'll receive an email with a link to access the course and complete the e-learning training (please note this may take a couple of days depending if it is a weekend or bank holiday).

My card payment details aren't working

The most common reason for card payment failures is an incorrect address. It's important to make sure your billing address is correct and matches your card.

Try another card as you may have a problem with your bank provider.

If the problem persists contact your bank.

I can’t remember if I've paid for the course

You should receive an email receipt once you've paid for the course. Please check your emails including your spam/junk email folder.

If you're still unsure please contact us on email: [email protected]

I'm not receiving any emails

If you're not receiving emails, then the best place to check is your spam/junk folder. Sometimes emails go to spam/junk and you need to mark them as safe so they are delivered to your inbox.

How do I complete the course?

Work your way through the course by completing all of the sections and interacting with all of the elements. If a section is not fully completed, you'll not be allowed to progress through the course. Please ensure you've clicked on all drop down boxes and icons and have fully worked through each section.

I can’t access the next section of the course

Ensure you've clicked and worked your way through all the section you're working within otherwise you'll not be able to progress to the next section.

Is this course certificated?

Yes, you'll receive your certificate upon successfully completing the course. This will remain accessible on Mylo for one year from completion of the course. Please remember to download your certificate if you need it for your employer.

I can't find my certificate?

You'll only receive your certificate upon successfully completing the course. If your certificate is not available then you need to go back into the course and check that you've completed everything successfully.

Will this course form part of my Continued Professional Development (CPD)?

This course provides a basic awareness of safeguarding and may form part of your CPD, depending on your role or employer and training needs. Please check with your line manager/employer.

If you need further advanced safeguarding training, the City of York Safeguarding Children Partnership recommend you sign up to the Core Offer training which can be found on the partnership Multi-agency Training webpage.

What if I need to bulk purchase licenses on behalf of my organisation?

If you need to buy several licenses, please contact us by email: [email protected]

What do I do if I bulk buy licenses for my organisation but I can’t remember how many licenses I have left?

Don’t worry the City of York Safeguarding Children Partnership will have this information. Contact us on email: [email protected]

How do I find out more information about children’s safeguarding in York?

You can keep up to date with information by signing up to the Partnership Newsletter.

The Partnership website also has up to date information.

How do I contact the City of York Safeguarding Children’s Partnership?

If you do need to contact the City of York Safeguarding Children’s Partnership (CYSCP), please email: [email protected].

I keep getting an error message while trying to complete the module?

Some errors can occur when there is a drop in your internet connection while you're working through the module. If this happens, please close the course and re-launch it.

Things that can help is:

• ensuring that all software and browsers are up to date.
• Making sure you've a strong connection point.
• If this fails, try a new device and connection point.