Understand and track your credits and subscriptions

TABLE OF CONTENTS

• Understanding Subscriptions and Credits 
• How Credits Work 
• On Hold and Inactive Courses 
• Viewing Your Credits and Subscriptions 
• Messaging
• FAQ
  • 1. Can credits be carried over into another year? 
  • 2. Can I swap a subscribed course for another?
  • 3. A learner has left the company. Can reassign their courses to another user without a fee?
  • 4. I have more seats than users. Can I keep some or return unused?

Understanding Subscriptions and Credits 

Your organisation accesses training through a combination of subscriptions and credits. These two elements work together to control which courses you can use and how many learners can complete them. 

To purchase additional subscriptions or credits, contact your Client Development Manager. If you are on an open, credit-based licence, you can also buy credits directly within the LMS, see How to buy credits in platform.

How Credits Work 

Credits are deducted when a learner starts a course. 

Depending on how your account is set up, credits may be: 

• Allocated to specific courses, or 
• Held in a shared pool for all courses in your subscription. 
  

Once a learner launches a course for the first time, the relevant credits are taken from your account. If a learner has been enrolled but has not started their course, no credits are deducted yet. 

On Hold and Inactive Courses 

If your licence expires or you remove a course from your subscription, that course is set to “On hold”. 

Key points: 

• Courses on hold cannot be accessed by learners. 
• To restore access, you must contact your Client Development Manager to renew or adjust your subscription. 
• In the Course Library, courses that are On hold are shown as Inactive. This status helps you quickly see which courses are currently unavailable to learners.

Viewing Your Credits and Subscriptions 

You can see an overview of your account directly in the LMS. To do this go to Credits and Subscriptions in the left-hand menu, or click on the button in the top right corner that shows your current credit balance.

The Credits and Subscriptions page has several sections that give you a complete breakdown of your company's current status. 

The "Credits" section shows a live view of your credit position: 

• Credits remaining
  The total number of credits currently available on your account. This figure updates in real time as learners start courses. 
• Credit liability
  The number of credits you are expected to need over the next 30 days. This is calculated using your current enrolments and the expiry dates of courses. 

If you do not have enough credits available for learners to complete training due in the next 30 days, the system will display a warning message. In that case, contact your account manager to purchase additional credits.

The "Usage" section provides a monthly breakdown of how credits are being used: 

• A bar graph of monthly usage
  Hover your cursor over any bar to view more detailed information about that month's credit usage. This is useful for spotting trends and planning future purchases.

The "Learner engagement" section shows a live view of your credit position: 

• Credits remaining
  The total number of credits currently available on your account. This figure updates in real time as learners start courses. 
• Credit liability
  The number of credits you are expected to need over the next 30 days. This is calculated using your current enrolments and the expiry dates of courses. 

The "Subscriptions" section summarises your current training package. It includes: 

• Account renewal date
  The date your current agreement is due to renew. 
• List of subscribed courses
  For each subscribed course, if credits are allocated specifically to that course, you will see how many are allocated, used, and remaining.
  
• Trainers’ licences
  If you have purchased a trainer’s licence for a course, a Launch in classroom mode button will appear, allowing you to deliver that course in a classroom setting.

Messaging

You can include your credit liability in the daily summary emails by ticking the relevant checkbox in the Account warnings section. 

To learn how to set automated emails see How to start/stop sending Automated reminder emails.

FAQ

1. Can credits be carried over into another year? 

On an open licence, unused credits at the end of your agreement can be rolled into your new agreement or renewal, provided you renew your contract. 

If your contract is multiyear, you can use your credits at any point during the full contract period, regardless of the specific contract year. However, credits cannot be transferred or used outside the duration of your contract if you choose not to renew. 

2. Can I swap a subscribed course for another?

Yes, in certain circumstances. 

If you have not enrolled any users onto a course, or if enrolled users have not started the course yet, you can exchange that course in your subscription. Once learners have started the course, it can no longer be swapped.

3. A learner has left the company. Can reassign their courses to another user without a fee?

This depends on whether the learner has started their training: 

• If the person has not started their training
  No credits have been deducted from your account. You can simply enrol a different learner instead. 
• If the person has started their training
  The credits have already been used. Their courses cannot be reassigned, and used credits are non-refundable.

4. I have more seats than users. Can I keep some or return unused?

If your contract is multiyear, you can use your seats at any point during the overall contract period, regardless of the contract year. This gives you flexibility if your headcount fluctuates. 

However: 

• Unused seats cannot be returned for a refund. 
• Seats also cannot be used outside the duration of your current contract.