Popular: Login issues · Certificates · Payments & refunds · Live session access
Safer Recruitment Support
Once you've identified a potential Personal Assistant, we support you through safer recruitment and good employment practice.
- Recruitment documentation
- Reference checking guidance
- Employment history verification
- Right to Work guidance
- DBS guidance
- Recruitment record keeping
Our aim: help you make informed, confident employment decisions.
Employer Responsibilities
Many individual employers have little or no previous experience of employing staff. We help you understand your responsibilities and build positive working relationships.
- Understanding the employer role
- Communication and expectations
- Record keeping
- Managing working relationships
- Good employment practices
- Professional boundaries
Our aim: help you build positive, lasting working relationships.
Workforce Development
Through training, coaching and professional development opportunities, we help employers and Personal Assistants build skills, confidence and capability.
The Individual
at the centre of their record
Personal Assistant
Professionals & Care Teams
Family Members
New PA / Support Staff
Maintain Continuity
Important information stays with the individual, not the PA. New Personal Assistants get authorised access, so transitions are smoother and support stays consistent.
Track Progress and Outcomes
Record personal goals and monitor achievements — independence, wellbeing, community participation or personal development — reviewed with confidence over time.
Keep Families Connected
Approved family members can access updates and information in real time, staying informed and engaged in the support journey.
Record Daily Support
Maintain accurate records of activities, support provided, observations and important events — a clear history that's ready whenever it's needed.
Manage Workforce Records
Track visits, timesheets and support hours to create reliable records and simplify administration.
Support Professional Collaboration
Generate reports and share relevant information with social workers, care managers and healthcare teams for a more joined-up approach to support.
See how Pathway Tracker keeps knowledge, progress and records with the people who matter.
All Topics
How do I download my certificate?
Once you’ve successfully completed your course and met all completion requirements, your certificate will be available from your learner dashboard. Simply open the completed course and select Download Certificate to save a PDF copy to your device.
My certificate has the wrong name. How can I change it?
Certificates are generated using the name registered on your account. If your name is incorrect, contact our support team before downloading or sharing your certificate. We’ll update your account details and issue a new certificate with the correct information.
The website isn’t loading properly. How can I fix it?
This is often caused by a temporary browser or network issue. Refresh the page, clear your browser cache, and ensure your browser is up to date. You can also try using a different device or internet connection. If the problem persists, please contact support with details of the issue so we can investigate.
The video isn’t playing. What should I do?
Try refreshing the page, clearing your browser cache, or opening the course in another supported browser such as Google Chrome or Microsoft Edge. Also, check that your internet connection is stable. If the issue continues, contact our support team with the course name and a screenshot of the problem.
First, check that you’re using the correct email address and password. If you’ve forgotten your password, use the “Forgot Password” link on the login page to reset it. If you’re still unable to access your account, contact our support team and we’ll help you regain access.
A recording is made available where possible, or we’ll help you move to the next available session.
Can I reschedule a live course or coaching session?
Yes, with at least 48 hours’ notice, from the “My Bookings” section of your account.
How do I join a live session?
A join link is emailed 24 hours and again 15 minutes before your session starts, and is also visible on your dashboard.
All invoices are available under “Billing” in your account dashboard, downloadable as PDF.
Can my employer pay for my course or coaching?
Yes — we can issue an invoice directly to your employer. Let us know during checkout or contact support.
You can request a full refund within 14 days of enrolment, provided the course hasn’t been completed.
I completed a course. Where’s my certificate?
Certificates generate automatically once all modules and any assessment are marked complete, usually within a few minutes.
Can I download course materials for offline use?
Most written materials can be downloaded as PDFs from within the course. Video content is streaming-only.
How long I do I have access to a course?
Self-paced courses stay open for 12 months from enrolment, so you can revisit material any time.
Clear your browser cache or try a different browser. If the issue continues, contact support with your device and browser details.
Can I change the email address on my account?
Yes — update it from your account settings. You’ll need to confirm the change from your new email address.
I forgot my password. How do I reset it?
Select “Forgot password” on the login page and follow the link sent to your registered email. Links expire after 24 hours.
Where is my certificate?
Once you’ve completed all course modules and passed any required assessments, your certificate will be available from your Dashboard.
Go to:
Dashboard → My Certificates
If your certificate still doesn’t appear after 15 minutes, please contact our support team.
Click Forgot Password on the login page...What to expect
Tell us what’s going on and we’ll get back to you as quickly as we can — most tickets are answered within one business day.
- Tracked ticket number for your records
- Update by email at every step
- Escalated automatically if urgent