Frequently Asked Questions

Course Registrations

I have to cancel my course registration, do I get a refund?

The refund policy details can be found here.

The site says there are bookings available but it doesn’t let me book

When clicking on a course date you must wait for the system to do an availability check which typically takes less than 5 seconds. After this you click on the Book Now button which will will take you straight to the basket for checkout. If you are still having trouble making a booking, please contact us and we get back to you within 24 hours.

I can’t find the course location details

All our venue details are provided with the course details  in a separate tab called “Location”. Go to the relevant course page using the Simulation Courses Calendar where we put all our up to date course details. If you still have trouble finding out where the course is held you can contact us and we will point you to the relevant venue page.

I didn’t get my course registration confirmation email

Some emails may end up in your SPAM folder, so check this first. If you still haven’t received an email, contact us and we will resend it to you.

PayPal Payments

Payments for courses, subscriptions and other resources can be made using our PayPal payment gateway. You have two options:

  1. Pay with your PayPal account – you must login to PayPal (so have an active PayPal account ) and pay
  2. Pay with your credit card (you DON’T need to have a PayPal account at all) – just provide your credit card details on the secure PayPal site and pay

Note: When paying using PayPal make sure it is an instant payment and not a cheque payment as it takes up to 2 weeks to clear

If you need to make any payments directly to us, you can use the secure PayPal.Me option, provide the amount and login to PayPal to complete the transaction.

Subscriptions and other online PDF resources

How do I access my Subscription?

After you have logged in to your account, you can access your subscription in several ways:

  1. In the menu hover over “Subscriptions”, then under the “Online Access (Subscribers)” click on the subscription you want to access. On the specific Subscription page click on the secure access lock. Make sure you are logged in when doing this.
  2. In the menu click on “My Account” and then on “My Subscriptions”, click on VIEW (make sure that the Status = Active) and then click on the product link (e.g. “52 OSCE Communication Scenarios”)
  3. In the menu  click on “My Account” and then on “Orders” on the left-hand side , click on VIEW (make sure that the Status = Active) and then click on the product link (e.g. “52 OSCE Communication Scenarios”)

If you still can’t access your book, please contact us and we will look into the reasons why.

I am logged in but still can’t access my subscription

This is a common occurrence when you are logged in to multiple computers at the same time. You must make sure that you always log out when you are not using our resources anymore to prevent issues such as these. If you are unable to log out from all locations, we can assist by logging you out from all locations you are logged in to but you must  contact us so we can action this for you.

I can’t download or print any of the online PDFs

Our subscriptions are in PDF format and are secured from downloading and printing. This is done to ensure that our books are not illegally copied and distributed. This is also the case for all course preparation materials made available in PDF to our Faculty. When accessing our resources remember that you are bound by our Terms and Conditions.

The OSCE Communication Scenarios Book for example is 1.83MB in size which is considered very small and which on an relatively slow Internet connection of 256 kbit/s should take less than 1 minute to download while an average Internet speed of 2Mbit/s takes less than 10 seconds to download the file. Once the file is downloaded onto your laptop you do not need an Internet connection to keep using the document, just make sure that you do no close the browser.

The book doesn’t load on my Mac device

The book is in PDF format. Some older Mac computers, in particular old Apple Macs will not load the PDF. Make sure that the Mac OS is at least version X (10.8 Mountain Lion)  for desktops and Mac IOS V7.01 for mobile devices.

How can I access the online subscription while not being on the Internet

After you load your subscription onto your mobile device (iPad, phone etc.) while having Internet access, you can keep accessing it while not being connected to the Internet. Ensure that you do not refresh the page as this will cause issues since you are not connected to the Internet. This means that you can take your subscriptions anywhere you like.

I ordered an online subscription but never got a confirmation and don’t have access

Subscriptions need to be paid for before access is granted. A confirmation email was sent but may have ended up in your SPAM email folder so check that folder. You can check your subscriptions and orders on the ‘My Account’ page.


What type of memberships are available?

As a member you receive a life long Free Membership after purchasing one of our products. This membership gives you access to our site and also gives you access to member-only resources such as practical checklists and special offers.

My membership discount is not applied, why not?

One of the most common reasons for this is that you are logged in multiple times in multiple places. Make sure that you logout from ALL locations and then login again. Also make sure that the PayPal transaction for your membership request has actually been confirmed. If you are still having trouble you  can contact us and look into the reasons why.

Login and Accessing our website

I lost my password but can’t find where to reset it

You can reset your password by going to the My Account menu “Lost My Password” link.

I am getting a “Forbidden” message and can’t seem to access the website at all

This may happen due to a user’s IP address being blacklisted on our website most likely due to due to excessive login attempts (not necessarily attempted by you but by a web server that you are connected to). We take security very seriously and have implemented numerous safeguards to ensure your and our data is safe. If you get a “Forbidden” message (like the one in the picture here) then you must contact us immediately and we can remove your blocked IP address from the blacklist and add it to our whitelist.

Can I use my Social Media account to login?

Yes you can. At the bottom of the Login page you can find the links to all Social Media sites that you can login through. You can link any of the Social Media accounts to your eduAcute account as long as they have the same email address.