Support Questions
If you experience any issues with your module you’ll probably find the answers to your questions below.
| Q | I can’t open the demos. |
| A | When opening the demo you might have seen a pop up box asking you if you want to allow access, you need to ‘allow access ‘ in order to view the demo.Then simply double click on the file name to open and view it. |
| Q | The demo screen is very small, is this the standard size of the modules? |
| A | No! You can enlarge the screen view simply by clicking on the small square icon found next to the red ‘x’ on the top right hand corner of the module screen. The same applies to our full modules. |
| Q | I don’t have a PayPal account, can I pay by card instead? |
| A | Yes, when you first view our PayPal account page you have 2 options:On the left you can choose to pay by credit/debit card simply by clicking on the blue word ‘continue’. Use this option if you don’t have a PayPal account or prefer to pay by card.If you do have a PayPal account you can login to it on the right of the screen and pay using that method instead. |
| Q | I’ve finished paying, what happens next? |
| A | You’ll shortly receive an email from the VMA PayPal account confirming your transaction. Please keep this safe.You’ll also receive an email from ‘hello@the-vma.com’ entitled ‘Thank you for your payment please download your module from The VMA’. This email contains your module(s) and details of how to access it/them.
Please read the step-by-step instructions before clicking on the link to access the module(s) as the instructions have been designed to help ensure that you access your module(s) without any hitches! |
| Q | I haven’t received my confirmation email or module yet. |
| A | In most cases confirmation emails containing your module are sent within a few moments of your purchase being completed. However, please allow up to 24 hours.Please also check that the email hasn’t been filtered into your ‘junk’ or ‘spam’ email folders in the first instance.
If after checking both of these you still haven’t received your confirmation email please email us at help@the-vma.com. |
| Q | I’ve downloaded my module from the link but can’t find it now. |
| A | Unless you stated otherwise when ‘saving’ the module it is probably saved to your Desktop.Try to download it again, making note of where you are saving it. For ease we recommend that you save it to your Desktop. Please note that after 5 attempts your link will expire.
If you are no longer permitted access to the link please email ‘help@the-vma.com’. |
| Q | I’ve opened the file but can’t access it now. |
| A | If you ‘opened’ the file rather than ‘saving’ it, please try the link again and when prompted instead of choosing to ‘open’ the file opt to ‘save’ the file instead, choosing a location to save it to and making a note of where you have saved it. For ease we recommend that you save it to your Desktop.If you have tried to ‘save’ or ‘open’ the module more than 5 times you might find your access has been removed. If this is the case please email ‘help@the-vma.com’. |
| Q | The module screen is very small, can I enlarge it? |
| A | Yes! Enlarge the screen view simply by clicking on the small square icon found next to the red ‘x’ on the top right hand corner of the module screen. |
| Q | Can I close the module down and re-open it without losing access? |
| A | Yes, provided that when you downloaded your module(s) you opted to ‘save’ to your PC you can open the files again without losing access.If you opted to ‘open’ rather than ‘save’ the download file you will be able to open the link a further 4 times after which access will be lost. This is why we recommend that you choose to ‘save’ the download to your PC. |
| Q | Can I view the module more than once? |
| A | Yes, exactly the same apples here as for the question above. |
| Q | I’ve tried to open the attachments but they aren’t there what can I do? |
| A | Instead of choosing to ‘open’ the attachment file, try instead to ‘save’ it and make a note of where you save it to. For ease, we recommend saving it to your Desktop. You should then be able to view the attachment.If you still can’t view the attachments please email us at ‘help@the-vma.com’. |
| Q | I’ve tried to access the attachments but my screen has frozen. |
| A | Simply press CTRL ALT DELETE at the same time. This will open your computer’s Task Manager. Look down your list and close your module. Then you can re-open and carry on.If this persists when trying to access your attachments try to ‘save’ the attachments rather than ‘open’ them as this should overcome any issues. For ease we recommend that you save your attachments to your Desktop. |
| Q | The attachments files are blank. |
| A | Try saving the attachment instead of opening it, making a note of where you save it to. For ease, we recommend saving it to your Desktop. You should then be able to view the attachment.If you still can’t view the attachments please email us at ‘help@the-vma.com’. |
| Q | Can I keep the attachments after I’ve finished the module? |
| A | Yes of course, the attachments are there to help you in your everyday job! Feel free to adapt and change them to suit your exact needs too! |
| Q | The screen isn’t moving onto the next slide. |
| A | You can manually move to the next slide by clicking on the ‘outline’ tab or ‘thumbnails’ tab. Both are found on the top left hand corner of the module screen.You can also press the forward arrow button that is found at the bottom of the screen near the play/pause button. |
| Q | I’ve accidently moved forward to the next slide, how do I get back? |
| A | Simply click on the back arrow button that can be found at the bottom of the screen, in the middle next to the play/pause button. |
| Q | I need to hear part of the slide again, how do I do that? |
| A | Next to the play/pause button is white bar that contains the slide number. Above it is a small white arrow. Simply drag the arrow backwards and it will rewind that slide only.Alternatively you can press the back arrow button that can be found at the bottom of the screen, in the middle next to the play/pause button. This will take you back one complete slide at a time. |
| Q | The screen has frozen. |
| A | Simply press CTRL ALT DELETE at the same time. This will open your computer’s Task Manager. Look down your list and close your module. Then you can re-open and carry on. |
| Q | I’ve taken the test 3 times and still failed but I need to pass the test. What can I do? |
| A | Simply access your module again, review the slides and when you’re ready try taking the test again. |
| Q | I’ve passed the test, when will I receive my certificate? |
| A | Congratulations! Certificates are sent by email usually within a few hours of you passing. However, please allow up to 48 hours, especially during weekends and out of office hours. |
If you experience any further issues simply email help@the-vma.com.
