FAQs

Self-paced & instructor-led learning with mentoring

Self-paced courses/programs are not tied to a fixed schedule with regard to completing modules or submitting assignments. As long as the course/program is completed before the end date, you can work as quickly or as slowly as you want. Each course/program overview page gives an indication of the number of hours’ effort you will need to put in so you can pace yourself as you work. The materials for a course will become available when you start the particular course.

Self-paced courses/programs with mentoring services enable you to work at your own pace, however you also have access to a Subject Matter Expert and mentor. Depending on your payment plan, your course Subject Matter Expert and mentor are available via the discussion space, emails, and 1-to-1 online meetings.

A virtual instructor-led course/program runs to a fixed schedule, starting and finishing on set dates. It is driven forward by your instructor and will include features such as live classes that are aired to a pre-defined schedule. Assignments will be due on set dates, and exams will also take place on set dates. Course materials may only become available at specific times as your course/program progresses, however sometimes materials are available from the start of the course/program.

This will depend on the specific course/program you have chosen, however resources tend to include downloadable handouts, articles, virtual discussions, webinars, knowledge checks, and videos.

We currently focus on offering technology courses/programs and human skills courses, with additional areas of study that support careers utilizing the skills learned.

Areas of study include:

Technology

  • Foundational courses/programs: Ideal courses for beginners that cover the basics and introduce learners to the key building blocks of the skill area.
  • Fundamental courses/programs: These courses provide an outline of the basics of a subject and enable learners to build their knowledge and interest from a standing start.
  • Advanced (expert level) courses/programs: These courses build on basic knowledge of a skill area already learned, and focus on adding valuable depth.
  • Applied courses/programs: These courses focus on the application of skills learned and provide opportunities for practical experience of a skill area.

Human Skills

  • For individuals: These courses focus on providing individuals with the necessary soft skills they need in a professional setting.
  • For managers: These courses focus on providing managers with the necessary soft skills they need in a professional setting.

Compliance: These courses focus on key aspects of corporate compliance, for example HR compliance and IT security compliance.

Enrolling & starting a course/program

Self-paced courses/programs: Yes, you can still enroll. Many of our self-paced courses/programs run for some time and students can therefore join after the start date. We recommend that you check the course/program overview page to see if an end date has been published, however, to ensure you have enough time to complete the course/program.

Virtual instructor-led courses/programs: It is possible to join a course/program after it has started, however you will not be able to submit any assignments or exams that have passed their scheduled date. We therefore recommend you check the course/program schedule before enrolling.

If a course/program requires you to have a certain level of knowledge, experience, or skill, this will be stated on the course/program overview page. Some of our courses/programs have no prerequisites and this will also be clearly stated on the course/program overview page..

All learning material you need to complete the course/program will be provided, e.g. handouts, webinars etc.

When you click to enroll onto a course/program, if you don’t already have an account you will be asked to create your account first. This can be done either via certain chosen social media platforms, e.g. Facebook or LinkedIn, or directly by providing your name, email address, and chosen password.

Please note, your email address is your unique identifier, so you cannot change your email address once you have created your account. We therefore recommend that you choose the most appropriate email address that will work for communication over an extended period of time.

Once your account has been created, you will be able to choose your course/program payment plan and enroll on your chosen course/program by following the instructions set out during the enrollment process.

The SkillUp Online platform works best with current versions of Chrome, Edge, Firefox, or Safari.

Yes, you can access your course/program using your smartphone or tablet. However, for lab assignments, certain hands-on activities, and access to certain types of content, there may be times you will have to use your laptop or workstation.

Self-paced course/program: You can get help in the course discussion space. Both students and course staff regularly review and comment there. This is therefore the best place to raise queries on the timing of assignments, ask course/program related questions, and get help regarding access to course content and supplemental reading. Depending on the payment plan you have chosen, your course/program mentor is available via the discussion space, emails, and 1-to-1 online meetings.

Virtual instructor-led courses/programs: You will have access to the discussion space, plus you may also able to liaise with your instructor via email, live sessions, Q&A sessions, and cohort discussions. Communications media may vary between courses/programs, so we recommend that you check the course/program overview page in your dashboard for details of your specific course/program.

Please note that unless you have chosen an instructor-led course/program, we cannot provide you with direct access to course/program staff.

You will have access to the discussion space for the course/program. This is the best place to contact other students, ask and answer questions, and support each other.

The submission process varies between courses/programs. We recommend you check the details provided in the course/program information once you’ve enrolled.

It can take up to 24-48 hours for the progress page to reflect updated scores once an exam has been completed.

Many of our courses/programs are specifically designed to be online, therefore to access course/program content you need to have appropriate internet connectivity. However, though some course/program content will require an internet connection as you read and work, some preparatory work can be done offline, and some course/program material is downloadable and can be viewed offline.

Managing your skillup online account

You can create an account without having to enroll on a course or program. This can be done either via certain chosen social media platforms, e.g. Facebook or LinkedIn, or directly by providing your name, email address, and chosen password.

To enroll onto a course or program, if you don’t already have an account you will be asked to create your account first. Once your account has been created, you will be able to choose your course/program payment plan and enroll on your chosen course/program by following the instructions set out during the enrollment process.

Please note, your email address is your unique identifier, so you cannot change your email address once you have created your account. We therefore recommend you choose the most appropriate email address that will work for communication over an extended period of time.

No, your email address is your unique identifier, so you cannot change your email address once you have created your account. We therefore recommend you choose the most appropriate email address that will work for communication over an extended period of time.

You cannot change your username or email address. However, to change your other personal information, simply Sign-in to your account and click to view your account settings. There you will be able to make changes to your profile and personal information.

Accessing course/program materials & content

For self-paced courses/programs, materials become available as soon as you enroll on the course/program, and will remain available until the end date. Thus, even once you’ve completed your course/program, you will still have access to the materials until the course/program end date.

For virtual instructor-led courses/programs, the materials may be available from the start of the course/program, but for some courses/programs the materials only become available at specific times as your course/program progresses. The materials will remain available until the end date.

To report a problem regarding access to your course/program content, or any other problems or general queries, please email our Customer Care Department on [email protected].

Self-paced course/program: You can get help in the course discussion space. Both students and course staff regularly review and comment there. This is therefore the best place to raise queries on the timing of assignments, ask course/program related questions, and get help regarding access to course content and supplemental reading. Depending on the payment plan you have chosen, your course/program mentor is available via the discussion space, emails, and 1-to-1 online meetings.

Virtual instructor-led courses/programs: You will have access to the discussion space, plus you may also able to liaise with your instructor via email, live sessions, Q&A sessions, and cohort discussions. Communications media may vary between courses/programs, so we recommend that you check the course/program overview page in your dashboard for details of your specific course/program.

Please note that unless you have chosen an instructor-led course/program, we cannot provide you with direct access to course/program staff.

Invoices, refunds, & how to pay

For customers in India, we use the RazorPay payment gateway. Customers can pay using credit card, debit card, net banking, Wallet, and UPI.

For customers outside India, we use the Stripe payment gateway. Customers can pay using all major credit and debit cards.

Once your payment has been successful, you will be routed back to the SkillUp Online confirmation page. You will also receive a confirmation email with your name, order number, and payment amount. We recommend you retain this for your records.

There are many reasons why there may have been a problem with your payment. However, we recommend that you double check the following just to ensure you are entering the correct information:

  • Verify your credit card number and expiry date.
  • Check you are entering the same name as the one stated on your card.
  • Check you are using the right card.
  • Check that you haven't exceeded your transaction limit.

If, after exploring these possible causes, your card is still not accepted, we suggest you either use a different card or contact your financial institution. You can also contact our Customer Care Department on [email protected].

For instructor-led courses/programs: You have up to three days after a course/program starts to cancel your enrollment and request a refund.

For self-paced courses/programs: You have up to three days after the date you unenroll to request a refund.

For both types of course/program, you can do this by clicking the ‘Unenroll’ link in your student dashboard. We would then ask you to request a refund by emailing us at [email protected]. Please provide your full name and order number in your refund request email.

Please note, if after three days of the course/program starting you discover you cannot access your course/program because you do not have the necessary system requirements or browser etc., we will still be unable to provide you with a refund. We recommend, therefore, that you check the requirements for the course/program in advance of enrolling.

Please also note that you will not be eligible for a refund if you run out of time for completing your course/program.

You can view and download your invoices by logging into your account and viewing your Order History. Invoices are listed by payment date. You will also have received a confirmation email at the time of enrollment which will contain details of the amount you paid and your order number.

SkillUp Online does not process order payments directly, we use a payment gateway to manage this securely on our behalf. In India we use RazorPay. For the rest of the world we use Stripe. Your credit card or debit card information is NOT stored by us. You will therefore need to input your payment details again if you wish to enroll on another course or program in the future. For details of how the payment gateways may store your information, please refer to their Terms & Conditions and Privacy Policies on these links.

Razorpay payment gateway (India)

  • Step 1. Choose a bank.
  • Step2. Redirect to the net banking page.
  • Step 3. Enter your details.

Unified Payments Interface (UPI) is an instant payment system developed by the National Payments Corporation of India (NPCI), which is an RBI regulated entity. UPI is built over the IMPS infrastructure and allows you to instantly transfer money between any two parties' bank accounts.

This is a UPI Personal Identification Number. It is a 4–6-digit pass code you create/set when you register for the first time with the app. You must enter your UPI-PIN to authorize all bank transactions. If you have already set up a UPI-PIN with other UPI apps, you can use the same one on BHIM.

If you enter the wrong UPI PIN, the transaction will fail. However, you will have the opportunity to enter your UPI PIN again. Please be aware, though, if you input the wrong UPI PIN multiple times, the bank may temporarily block sending money using UPI from your account; it is something that varies from bank to bank depending on their policy.

Your transaction has probably been successful, however there may be an issue with SKillUp Online’s bank account receiving the payment and this is causing the delay. We recommend you check again over the next couple of days. The amount should reach us within 48 hours. However, if you’re having trouble accessing your course/program, please email our Customer Care Department on [email protected] to advise us of the problem.

Assignments, Tests, Marking & instructor feedback

This can vary from course to course, so please check for any assignment review details outlined in your course/program information. You can also ask this question in the discussion space once you have enrolled.

You can only attempt a test once to qualify for certification. Plus, please note that your average score must be at least 70% overall to earn a certificate.

For most tech courses/programs, course work is uploaded on the platform for review and then it is assessed by one of two methods, however this will depend on the assignment type. Review mechanisms include:

  • By peers.
  • By the mentor/instructor/course team.

Please note that for some courses/programs, you may be asked to submit your assignments via email or 3rd party tools or systems.

There are 2 ways assignments are reviewed and marked. These are:

  • By peers.
  • By the mentor/instructor/course team.

The method used will depend on the instructional design of the course. Please check the course/program overview page in your dashboard for more details regarding grading.

Assignments are graded in one of 2 ways.

Reviewed by peers – You upload your assignment and the piece then appears as a review task for your peers. Your peers carry out their review and then provide a score and/or feedback.

Reviewed by the mentor/instructor/course team – You upload your assignment on the platform, or submit it via email (this varies from course to course) to your mentor/course team. Your mentor/course team then reviews the work and sends the score/feedback back to you.

The best place to raise a query regarding feedback is in the discussion space for your course/program. This will be regularly monitored by your course mentor/course team. If an alternative method is available, this will be mentioned in the details outlined in the relevant course/program information page.

Self-paced course/program: You can get help in the course discussion space. Both students and course staff regularly review and comment there. This is therefore the best place to raise queries regarding marking and reviewing and to ask course/program related questions. Depending on the payment plan you have chosen, your course/program mentor is also available via the discussion space, emails, and 1-to-1 online meetings.

Virtual instructor-led courses/programs: You will have access to the discussion space, plus you may also able to liaise with your instructor via email, live sessions, Q&A sessions, and cohort discussions. Communications media may vary between courses/programs, so we recommend that you check the course/program overview page in your dashboard for details of your specific course/program.

Please note that unless you have chosen an instructor-led course/program, we cannot provide you with direct access to course/program staff

For self-paced courses/programs, your only deadline is the course/program end date. To pass the course/program and earn your certificate you will need to have attained a passing score by this end date. The course/program end date cannot be extended.

For virtual instructor-led courses/programs, please note you MUST stick to the deadlines set out in the schedule. These cannot be extended, and failure to meet a deadline will result in failure for that assignment, and possible overall failure/disqualification from the course/program.

Help with certificates

Each course/program information page will specify the qualification you will gain upon completion of the course/program. The qualifications we offer include:

  • Courses and programs to work towards a Certificate of Completion.
  • Courses and program tracks with a Professional Certificate.

A SkillUp Online Certificate of Completion increases your marketability by formalizing key skills that you have taken time to learn and develop.

With a SkillUp Online Certificate of Completion, you demonstrate that you possess a certain level of knowledge, skills, and competences, and can prove that you meet a specific set of standards or requirements.

In a nutshell, a SkillUp Online Certificate of Completion:

  • Is a valuable addition to your resumé.
  • Is a valuable addition to your LinkedIn profile.
  • Authenticates your skill set.
  • Incentivises you to complete your course.
  • Facilitates valuable continuous learning and development.
  • Formalizes and structures your learning.

We will notify you by email when your certificate is ready to view and download from your dashboard. It will only be awarded to you if you reach the passing score before the course end date.

Sorry, no. The majority of certificates are delivered online through your SkillUp Online dashboard. You can print the certificate through your home printer, or print to PDF if your operating system enables this. Chrome and Safari are examples of browsers that facilitate printing to PDF.

The name on your certificate will be the name you have given for your profile. This name can only be changed before your certificate is generated. To change your name before your certificate is issued, sign in to your account and make the necessary changes under Account Settings.

Certificates become available on your dashboard within 24-48 hours of successful completion. So, if you can’t see it immediately, we recommend you leave it a day and then check again.

The Skillup online honor code

Full details of the SkillUp Online Honor Code can be found here: https://skillup.online/tos - please anchor tag to the SkillUp Online Honor Code section). However, in summary this is what we expect of ourselves, our tutors and experts, and our students.

Honesty and integrity are part of the foundation stone of our success, and we are convinced they are part of the foundation stone of the success of all those we work with and who take our courses and programs. We therefore ask you to pledge that you will:

  • Complete all tests and assignments on your own, unless collaboration on an assignment is explicitly permitted.
  • Not permit anyone else to use your account.
  • Not plagiarize anyone’s work, or indeed do anything that would dishonestly improve your results or hurt others.
  • Not post answers to questions being used for assessment anywhere.

If you breach our Honor Code, you risk not receiving credit for an assignment or being marked zero. You also risk your ability to earn the certificate for the course/program you’re taking. In certain cases, we may also decide to unenroll you from the course/program, or terminate your site registration.

Please note, in these circumstances we will not issue you with any refund. We therefore recommend that you read and familiarize yourself with what is expected of you before enrolling and starting a course. The SkillUp Online Honor Code can be found here: https://skillup.online/tos - please anchor tag to the SkillUp Online Honor Code section).

Plagiarism is anything that indicates an attempt to claim or imply that someone else’s work is your own. It can cover actual copied words, code, images, diagrams, and designs, but it can also cover edited versions of content and ideas too. We recommend, therefore, that you provide references and citations to all reference material you use for completing an assignment.

Here are some examples of plagiarism as a guide:

  • Copying a piece of writing or code, either entirely or parts of, without citation.
  • Copying someone’s code or writing and making changes to it without citation.
  • Gathering different bits of code or writing from various places and combining them without citation.

Of course, you can gain inspiration from someone else’s work, but the key is the assignments you submit MUST be your own work.

If you wish to raise a concern regarding the site, a course/program, a tutor, or a learner, please email our Customer Care Department on [email protected] with details of your complaint.

Problems using the website

This may sound obvious, but first of all check that you are using the same email address you used to sign up and register in the first place; often people have more than one email address. Also check you are using the same password, taking care with upper case letters etc.

Don’t worry, just click the ‘Forgot password?’ link and you will be taken through the process to choose a new password. Please remember that your reset password email will be sent to the same email address that you used to sign up and register your account. If the email doesn’t arrive, check your spam/junk folder to see if it’s there.

This can happen if you’ve made too many failed attempts to sign in in a short period of time. If it doesn’t unlock after an hour, please email our Customer Care Department on [email protected] and they will investigate the problem.

The SkillUp Online platform works best with current versions of Chrome, Edge, Firefox, or Safari. We recommend you check which version you are currently running of your chosen browser and update it if necessary.

Otherwise, we recommend you try clearing your browser’s cache, and ensure that JavaScript and cookies are enabled.

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