SUPPORT AND FAQS
Frequently Asked Questions
If you can’t find an answer to your question or would like more information, please get in touch.
Accessing My Signature
How do I access My Signature
I have forgotten my password for My Signature
Can I have more than one login for My Signature?
How often do I renew my approval to run Signature qualifications?
How long will the approval process take?
For NVQ units, when you have submitted your application correctly you will receive an email telling you what documentation you must to send to us. Once we have the documentation the approval will be processed quickly.
My Signature shows that my account is deactivated, but I think I've submitted an application for approval?
Setting up new assessments and registering candidates
Where do I go to set up a new assessment?
My Signature will not allow me to book an assessment for the date that I want
My Signature will not accept the candidate details that I am trying to register
I do not know the candidate ID numbers for my candidates
Candidates who have taken any of our assessments since 2007 will already have been allocated a candidate ID number and should pass this information on to you. The number will be printed on their result slip and at the bottom of their certificate.
If a candidate does not have this number they can contact us. You can search for candidates through the My Signature if they were previously registered with you or call our Customer support team for assistance.
Can I enter the candidates for more than one assessment at the same time?
Are there any discounts for candidates?
Do I have to submit an assessment when I set it up or can I save it and come back later?
Is it possible to change the date of an assessment that I have already submitted?
Can I add a candidate to an assessment that I have already submitted?
How do I request a reasonable adjustment through My Signature?
When entering candidates for a new assessment you will be asked to indicate if any candidate requires a reasonable adjustment in order to carry out the assessment. If you indicate yes then you will be asked to answer the following questions:
- What adjustment is required for this assessment?
- What adjustment has been given throughout the learning process?
- How will the adjustment help the candidate to meet the assessment criteria for this assessment?
- Medical evidence will need to be sent within 2 working days to support the application. If not receive the application will be rejected.
You should be specific and answer all three questions. You must also provide evidence produced by independent specialists (Medical certificate, professional assessment report).
Reasonable adjustments are specific to individual candidates and assessments. You will need to complete a reasonable adjustment request for each candidate for each assessment and you must send in the medical evidence every time.
I have not received assessment topics/materials for my BSL101 or T101 assessment
I have not received assessment topics for my assessment
I have not received materials for my assessment
When can I expect the assessment results?
Where can I find the assessment results?
My Signature shows that the results should be ready but they are not, what should I do?
I have not received my assessment media/tapes back from Signature
What do E1 and E2 stand for?
A candidate has been marked as not assessed but they sat the assessment. What do I do?
One of my candidates failed their assessment. How can I appeal against this result?
When will I receive certificates for an assessment?
How do I get a duplicate certificate?
Can I get unit certificates for a candidate who has not passed the whole qualification?
Where can I find the fees information for the current academic year?
Fees for the current academic year can be found under the Useful Documents section of the website.
Customer support officers
|Region||Customer Support officer|
Dumfries and Galloway
Highlands and Islands
Lothian & Borders
Yorkshire and Humberside
Tel: 0191 383 7901
Tel: 0191 383 7923
East of England
Tel: 0191 383 7917