Digital Courses FAQ’s

We appreciate you may have some questions about your upcoming course booking therefore we have compiled some frequently asked questions that may be of assistance to you.

ID Requirements for Courses

It is a condition of the course offer that you have PHOTO identification when joining the course. This is to ensure the identity of the client presenting themselves on a course can be confirmed by the trainer.

Photographic Identity Examples:

  • Photocard Driving Licence
  • A valid or expired passport that shows a true likeness
  • Formal ID Cards (armed forces, police, student union, company ID card)
  • Tachograph Card
  • Local Authority/Taxi ID
  • Blue Badge (parking for people with disabilities)
  • Firearms Certificate/Shotgun Licence

Photocopies or photos on mobile phones/devices are NOT acceptable forms of ID – an original document must be available to be inspected at course registration. If you do show the trainer an expired passport, they must be able to confirm your identity from it.

If you are unsure if your identification is acceptable, please contact us prior to your course.

You will also need:

  • To have a fully charged electronic device with an inbuilt camera and speakers or a device with a webcam and speakers. For example: tablet, smart phone, laptop or PC. It is advised to have a charging lead and charging point nearby if using a wireless device
  • Steady internet connection
  • Be in a private room, alone with no disturbances
  • You must engage in the course throughout & give your full attention to the course and not be distracted
  • Clients must not switch off their webcam, leave the course or have other members of the household in the room with them (unless previously agreed)
  • Pen and Paper


How will I access the course?

We operate our digital courses via Zoom video conferencing; you can find further information about zoom here:

We recommend you test and prepare your device in advance of your course using the following link:

Do I need to make an account with Zoom?

No this is not essential. We are hosting the course, so you do not need to create an account. If you do have an account, it does not matter if you remain logged in.

How do I join the course?

You will need to download the ‘Zoom’ App in advance of joining your course. The ‘Zoom’ app can be downloaded from your device’s app store or by visiting the official zoom website –

You will receive a ‘Course Information – SSX…’ email exactly 48 hours before your course start time, containing the zoom joining details. For courses on Monday & Tuesday this automated email will be sent at the weekend.

Ten minutes prior to the course start time: open your zoom app, select ‘join a meeting’ and enter your meeting ID followed by your passcode.

Once you have logged into your course, please be patient as it may take some time to individually register all 9 clients onto the course.

For more information, please follow the YouTube video link below. The video will advise what you need to do in preparation for your course, what will happen on the day and what to do if things go wrong:

We strongly advise you to watch this video if you are unfamiliar with zoom.

No course joining details email 48 hours before the course?

If you cannot find the ‘Course Information – SSX…’ email you will need to check your promotions folder (for Gmail accounts) and your junk/spam/trash folder. If you are unable to locate the email after checking the above folders, please contact us urgently on or call 0330 222 8999 Monday – Friday 8.30am – 4pm.

Failure to contact us with sufficient notice could result in you having to pay a £45 rebooking fee to access another course.

Who will be on the course with me?

The course will take place online using Zoom with up to 9 clients and our trainer.

On occasion there may be an NDORS Quality Assurance Manager present on the course, who will introduce themselves to you.

What time do I need to log on to join my course?

You will need to log in to the course 10 minutes prior to the course start time. Please note the registration period may continue for a further 20 minutes after the official start time, this is to enable the trainer to register all clients.

What happens if I’m late?

If you arrive after the course has started you will be locked out, in the virtual waiting room and will need to contact us for assistance.

Can I do a course if I am hard of hearing?

Yes. We can turn on the Live Captioning Service, provide a BSL Interpreter or you can arrange your own signer to attend.

If you prefer to attend a course in British Sign Language with the course being presented online by a deaf trainer using Zoom please contact

Can I move around during the course?

No, as this is distracting for the trainer and other clients.

How do I show my ID?

You show your ID by simply holding it up to the camera when the trainer asks during the individual registration process.

What happens once I’ve joined the course?

The trainer will individually register you on the course by checking your ID. They will then go through the requirements with you. The course begins with a series of modules and videos along with group discussions and activities. All clients must make a positive contribution and take part in the discussions. There are no tests or typing involved.

To protect everyone’s privacy, you must not take any screen shots, photographs, or recordings of the course today.  UKROEd actively monitor all social media channels and if a data breach is discovered this will be fully investigated. This will lead to your course attendance being void and you will be referred to the Police for their consideration

What happens if I have technical problems, or I lose connection during my course?

Should you lose connection you must re-join within 10 minutes. To do this you will need to re-join the meeting using your meeting ID and passcode.

If you are unable to re-join within ten minutes, you will need to contact us.

Cancelling or Re-arranging your Course

Your course fee is non-transferable and non-refundable if you re-arrange or cancel within 14 days of your course date and a rebooking fee will apply. To rebook your course, you will need to contact us via phone as you are unable to do this online.

Please note that difficulties pertaining to work, or childcare are not considered valid reasons for short notice course change requests and therefore the rebooking fee would apply.

If you are unable to attend your course for any reason, you must give us as much notice as possible. For medical appointments you must notify us as soon as you become aware of your appointment date. We may request documentary evidence of your appointment which must cover the day of the course.

What happens when I have completed the course?

Once you have successfully attended & completed your course, the referring police force and UKROEd will be notified with no further action will be taken regarding the original offence. Your details will be recorded and held on a National Database.

If you are involved in another road traffic incident, falling under the same criteria within 3 years a second course will not be offered in lieu of proceedings.

What happens if I do not complete the course?

If you do not complete the course, please contact us to see what options are available to you.

Who do I contact for further information?

  • Phone: 0330 222 8999 Monday – Friday 08:30 – 16:00
  • E-mail: