Find the help you need

Get help signing in, using your learning area or reporting a problem. If you need a hand, our team can help you find the right next step.

Signing in and account access

Sign in to your account using the details provided when your account was set up.

  • Forgotten your password? Request a password reset and check your inbox, including your junk or spam folder.
  • If you have not received account details, check with the person or organisation arranging your support, or contact our team.
  • If you see an access-denied message, check that you are signed into the right account. Some areas are available only to particular users or organisations.

Please do not create a second account to resolve an access problem. Contact us so we can check your existing access.

Learning and resources

After signing in, use your account navigation to open the learning, resources and support available to you. What you can see depends on your account and the support arranged for you.

  • If an expected module or resource is missing, tell us its name and who arranged your access.
  • For questions about your support plan or a mentoring session, contact your usual Support Connect contact or the team below.
  • If a learning activity will not open or your progress looks incorrect, make a note of the activity title and follow the technical guidance below.

For general service questions, visit our frequently asked questions.

Something not working?

  1. Protect your work. Save or submit anything you are working on before refreshing or closing a page. If you cannot save, contact us before taking steps that could lose your work.
  2. Check your connection. Confirm that other websites load and that you are still signed in.
  3. Try the page again. Once your work is saved, reload the page. If the issue continues, try an updated browser.
  4. Tell us what happened. If a module repeatedly fails, or your progress is missing, contact us rather than repeating the whole activity.

What to include when reporting a problem

  • The page address and the name of the module or resource, if relevant.
  • What you were trying to do and what happened instead.
  • The wording of any error message and roughly when it appeared.
  • Your device and browser, plus any assistive technology involved.

A screenshot can help, but remove personal or confidential information first. Never send your password.

Help in a way that works for you

If a page is difficult to use, or you need information in another format, tell us what would help. You can contact us by email or phone.

Our accessibility statement explains our approach and how to report an accessibility barrier.

Contact the team

Email admin@supportconnect.org.uk or call 01905 427815.

Monday to Friday, 9am to 5pm.

For concerns about someone’s safety or wellbeing, see our safeguarding information.