Frequently Asked Questions
Account & Login
I can't log in to my account. What should I do?
First, make sure you're using the same email address you registered with. If you've recieved access to the platform through your employer, and your organisation uses single sign-on (SSO), you may need to log in through your company's identity provider rather than with a password. Try clearing your browser cookies and attempting again. If you're still having trouble, contact our support team.
I'm stuck on a "complete your profile" screen and can't access the dashboard.
The AIMICI Platform sign up process requires a completed profile before you can access the platform's features. Fill in all the required fields — including your name, role, and organisation — then submit the form. Once your profile is complete, you should be redirected to the dashboard automatically.
I've been asked to verify my email but haven't received the verification link.
Check your spam or junk folder first. Verification emails can sometimes be filtered. If you still can't find it, try logging in again to trigger a new verification email. If the problem persists, get in touch with support.
Learn Hub & Courses
What browser do I need to access course content?
For the best experience, we recommend using the latest version of your browser (Chrome, Firefox, Edge, or Safari). Course content may not work correctly on older browser versions.
If you're on a Mac, please ensure you're running macOS Sequoia or later, and using Safari 18 or above. Older versions of macOS and Safari are not supported for course content.
My course progress isn't saving. What's going wrong?
Make sure you're logged in and that your browser isn't blocking cookies — AIMICI uses session cookies to track your authenticated state. If you're using a private/incognito window, your session may not persist between visits. Try switching to a regular browser window and logging in again.
I completed a course but it still shows as incomplete on my dashboard.
Course compeltion is typically based on the results of an end-of-course assessment - without a passing grade you will not recieve a certificate for the course and it will not be marked as completed.
If you have passed your end-of-course assessment but not recieved a certificate, wait a few moments to ensure your assessment results have saved, then try refreshing the page. If it still shows as incomplete, log out and log back in to refresh your session.
If issues continue, report it to our support team with the name of the course and the approximate time you completed it and we will help to troubleshoot the issue with you.
Certificates
Where can I find my certificate?
Once you've passed your end-of-course assessment, your certificate is available on the AIMICI Learn Hub at learn.aimici.co.uk. Log in there, find your completed course, and look for the Download Certificate button.
My learning pass has expired — can I still get my certificate?
Yes. If you completed your course and passed the assessment before your pass expired, you are still entitled to your certificate. Please submit a certificate request via our support form (select Certificate Request as the issue type) and include the name of the course. We'll issue your certificate as soon as possible.
I completed my course but never downloaded my certificate and now I can't find it. What should I do?
Don't worry — completing the assessment is what earns your certificate, not downloading it at a specific time. Get in touch with our support team (select Certificate Request as the issue type), tell us the course name, and we'll resend your certificate.
AIMICI Companion
The AIMICI Companion isn't responding to my messages.
This is usually a temporary connectivity issue. Check your internet connection and try refreshing the page. If the companion still isn't responding, the service may be experiencing high demand — wait a few minutes and try again. Persistent issues should be reported to support.
Are my conversations with the AIMICI Companion private?
Your conversations are processed to generate responses and are not shared with other users. For full details on how we handle your data, please read our Privacy Policy and Data Retention Policy.
Membership & Billing
How do I upgrade my learner pass?
You can view available plans and purchase a pass from the Passes & Pricing page, accessible from your user menu. Select the plan that suits your needs and follow the checkout process. Your new plan will take effect immediately after payment. Unforauntely we do not currently offer the ability to "pay the difference" between passes if you upgrade from Starter Pass to Leader Pass, each one is considered an individual purchase.
I want to cancel my learning pass purchase. Can I get a refund?
If you cancel within 14 days of purchase and haven't accessed the Learn Hub or Learn Hub course content, you're entitled to a full refund under our cooling-off policy. After this period, or once you've accessed digital content, refunds are assessed on a case-by-case basis. Full details are available in our Cancellation & Refunds Policy.
My pass has expired but I didn't get to finish my course. What are my options?
We understand that life gets busy, and 30 days doesn't always feel like enough — especially if you weren't able to start straight away. Unfortunately, once a pass has expired, access to Learn Hub content is no longer available under that purchase.
If you feel you weren't given a fair opportunity to complete your learning — for example, due to a technical issue, or circumstances outside your control — please get in touch with our support team and we'll do our best to find a fair solution. You can also review our full Cancellation & Refunds Policy for more details on how refund requests are assessed.
I've been charged for a new pass, but it still shows as expired or inactive.
Payment processing can occasionally take a few minutes to reflect on your account. Try logging out and back in. If your pass still appears inactive after 15 minutes, contact our support team with your payment confirmation or receipt so we can resolve it quickly.