Question 1

Live events

Accepted Answer

How do I book my place for a live event?

Go to Events and use the options there to find events you’re interested in. On our Events pages you can filter to show live events only.

For each event there is a ‘Read more’ button which gives access to more detailed information about the event. Please read this before you book to make sure the event is suitable for you and can meet your learning needs.

Please note that registration for live events closes one hour before the start of the event.

Once you’ve selected the event you’d like to attend, click on ‘Book now’

Fill in the registration form:
Please make sure you enter your email address correctly as we will send the 			information you need to access the event to that email address
You will see that the registration form asks for an Access Code (please see Access Codes for more information). You should already have an Access Code if:
You’re from a subscribing organisation (your organisation should give you the Access Code to use – if you don’t have it yet, please ask your organisation for it and then come back and book your place)
You have an individual subscription with us
We have already issued you an Access Code for any other reason.
If you don’t have an Access Code and need to pay for your place, please type “Paying” in the Access Code box.

When you have filled in the information, click Submit

If you entered “Paying” in the Access Code box, you’ll be taken to a checkout page where you can enter your payment details. If you’re eligible for our discounted rate, the discount will be applied automatically for the NHS and universities. If you’re from	a charity, the discount will be applied automatically if your charity is already known to us and you register using your charity email address. Please try this in the first instance. If the discount is not applied automatically, please contact us  and we will enable the discount for you.

Your registration confirmation will be displayed on the screen when you submit the registration form.  Please save a copy for your records.

You will also be sent a confirmation email which includes an option to add to your calendar. The email will come from events@bespokementalhealth.co.uk. If you don’t receive it, please first check your junk/spam/quarantine email folders. If you find the email has gone into one of those folders, please add events@bespokementalhealth.co.uk to your safe senders list so you can receive all the information you need to access events straight to your inbox in future. If you still can’t locate the email, please contact us.

When will I receive the joining information and slides?

We will send joining information 1-5 days before the event containing the Zoom Access Link and Passcode along with links to event materials. This will be sent to the email address you used to register for the event. If you register for an event after the joining information has been sent out, it will be sent to you when you register.

All emails will come from events@bespokementalhealth.co.uk. If you don’t receive the joining information, please first check your junk/spam/quarantine email folders. If you find the email has gone into one of those folders, please add events@bespokementalhealth.co.uk to your safe senders list so you can receive all the information you need to access events straight to your inbox in future. If you still can’t locate the joining information, please contact us.

You will also receive an automated Zoom email (the subject line will be the name of the event) within an hour of the start of the training. This email contains the log in information only, so for the events materials please refer back to the joining information email. If the automated email doesn't arrive into your inbox then please check your junk/spam folders, or alternatively you can find the log in details in the original joining information email.

When will I receive my CPD certificate?

CPD certificates are normally issued within 10 working days of a live event. If you are a Bespoke Member, the certificate will appear on your account. If you are not a Member, you will receive your certificate by email.

Question 2

On-demand events

Accepted Answer

When does a live event become available to watch on demand?

Recordings are normally loaded onto the website within 10 working days of the live event taking place.

How long will I have access to the recording?

You will have access to the recording for up to 12 months from the date of the live event.

In some circumstances you may have access for longer, for example if your organisation subscribes to our full main programme and renews their subscription each year, you will have access to most events for up to two years from the date of the live event.

Please note that the expiry date stated in the information about each event is therefore not necessarily the same as the date on which you personally will no longer have access to it.

How do I access an on-demand event?

Go to Events, and use the options there to find the event you’re interested in. On our events pages you can filter to show on-demand events only.

For each event there is a ‘Read more’ button which gives access to more detailed information about the event. Please read this before you book to make sure the event is suitable for you and can meet your learning needs.

Once you’ve selected the event you’d like to view, click on ‘View recording'

If you’re from a subscribing organisation or you have an individual subscription

Please enter your Access Code (please see Access Codes for more information) in the box and click ‘Go’

Please note: If you’re from a subscribing organisation, your organisation should give you the Access Code to use. If you don’t have it yet, please ask your organisation for it and then come back and book your place.

You will be taken to a page where you can choose how you would like to view the recording:

You can have your viewing tracked so that you can receive a CPD certificate if you view at least 80% of the event. Please note that the tracking option is not available if you access the training through a mobile device (mobile phone, iPad, tablet). 
Or
You can view the recording untracked and not receive a certificate. This option gives you more flexibility to move backwards and forwards through the training, so it can also be helpful if you’ve already viewed the recording using the tracked option but would like to revisit some parts of it.

You also have the option of turning on captions.

Select the option(s) you would like and click 'Continue'.

If you have opted for tracked viewing so that you can receive a certificate, you will be taken to a registration form to complete. Please make sure you enter your email address correctly as if you are a Bespoke Member, your certificate will be added to the account that corresponds to this email address and if you are not, then it will be emailed to this email address normally within 10 working days of completing the training.

When you have filled in the information, click ‘Continue’

If you prefer to watch the training in more than one sitting, please ensure that you log in using the same email address each time and the recording will then start from within 30 seconds of where you last finished.

If you need to pay to access the training

Once you have found the event you want and clicked on ‘View recording’, you will be taken to an On Demand Training page.

Click on 'Purchase'

You will then be taken to a registration form to complete. Please check carefully that you have entered your email address correctly.

When you have filled in the information, click 'Submit'.

This will take you to a checkout page where you can enter your payment details. If you’re eligible for our discounted rate, the discount will be applied automatically for the NHS and universities. If you’re from a charity, the discount will be applied automatically if your charity is already known to us and you register using your charity email address. Please try this in the first instance. If the discount is not applied automatically, please contact us and we will enable the discount for you.

You will then receive the Access Code to enable you to access the recording and event materials. This will be sent to the email address you used to register for the event.

Emails will come from events@bespokementalhealth.co.uk. If you don’t receive information you are expecting, please first check your junk/spam/quarantine email folders.  If you find the email has gone into one of those folders, please add events@bespokementalhealth.co.uk to your safe senders list so you can receive all the information you need to access events straight to your inbox in future. If you still can’t locate the email, please contact us.

Please then go back to the information about the event, click on ‘View recording’, enter your Access Code (please see Access Codes for more information) in the box and click ‘Go’

You will be taken to a page where you can choose how you would like to view the recording:

You can have your viewing tracked so that you can receive a CPD certificate if you view at least 80% of the event. Please note that the tracking option is not available if you access the training through a mobile device (mobile phone, iPad, tablet). 
Or
You can view the recording untracked and not receive a certificate. This option gives you more flexibility to move backwards and forwards through the training, so it can also be helpful if you’ve already viewed the recording using the tracked option but would like to revisit some parts of it.

You also have the option of turning on captions.

Select the option(s) you would like and click 'Continue'.

If you have opted for tracked viewing so that you can receive a certificate, you will be taken to a registration form to complete. Please make sure you enter your email address correctly as if you are a Bespoke Member, your certificate will be added to the account that corresponds to this email address and if you are not, then it will be emailed to this email address normally within 10 working days of completing the training.

When you have filled in the information, click ‘Continue’

If you prefer to watch the training in more than one sitting, please ensure that you log in using the same email address each time and the recording will then start from within 30 seconds of where you last finished.

How do I get the slides and handouts?

The slides and handouts are available for you to download from the Events pages. Find the event and click on the ‘Download slides & handouts’ button at the bottom of the information box.

When will I receive my CPD certificate?

If you selected the tracked viewing option when you registered to view the recording, a CPD certificate will normally be issued within 10 working days of when you finish viewing the event. If you are a Bespoke Member, the certificate will appear on your account. If you are not a Member, you will receive your certificate by email.

I’m having trouble viewing the recording, what can I do?

I got an error message “Failed to load tracking data”
Please stay on the same screen and press Continue again (there’s no need to re-enter data you’ve already entered). It may be helpful to wait for a couple of minutes before you try again.

I got part of the way through and then the recording stopped
This could be an internet speed issue not loading the recording fast enough. Please try refreshing the page and going back in. The recording should reload from where you got to.

I’m watching a tracked recording and I wanted to go back a little however, when I pressed the “Go back 10 seconds” button twice, it’s taken me back to the start of the recording with no way of fast forwarding
Please try refreshing the page and going back in. The recording should reload from where you got to.

Why am I seeing a New York Skyline / the recording won’t play?
This is a known issue usually related to your organisation’s IT set-up blocking access to the recording. You may be able to view the recording outside of your organisation’s network, for example using a personal device at home or using a data connection instead of wired or Wi-Fi connection at work, but please make sure that anything you do is in line with your organisation’s policies. It can be helpful for you and any colleagues who may be experiencing the same problem to ask your IT department to allow access.

Question 3

Access Codes

Accepted Answer

What is an Access Code?

An Access Code is a code that enables you to register for our events. You will need to enter it as part of the booking process for each event you attend. The Access Code is usually the same for both live and on-demand events.

How do I get an Access Code?

If you’re from a subscribing organisation, your Access Code should be given to you by your organisation. Please follow this up with your organisation in the first instance if you haven’t been given one.

If you have an individual subscription with us, you will receive an Access Code at the start of your subscription which will be valid for all the events covered by the subscription. It will be sent to the email address that you provided. If you haven’t received the Access Code, please first check your junk/spam/quarantine email folders (see below).

If you have paid for your place on an event, you will receive the Access Code by email to the email address you used to register for the event. If you haven’t received the Access Code, please first check your junk/spam/quarantine email folders (see below).

Emails will come from events@bespokementalhealth.co.uk. If you don’t receive information you are expecting, please first check your junk/spam/quarantine email folders.  If you find the email has gone into one of those folders, please add events@bespokementalhealth.co.uk to your safe senders list so you can receive all the information you need to access events straight to your inbox in future. If you still can’t locate the email, please contact us.

I have an Access Code – why is it not working?

There are various possible reasons for this.
If you’re copying and pasting in the Access Code, a space sometimes gets added after the code. Please either type in your Access Code, or after you have pasted it in, backspace at the end of the code to remove a space if it has been added during the copy and paste process.
If you’re from a subscribing organisation:
The event you’re trying to book may not be covered by your organisation’s subscription. For example, if your organisation has subscribed for on-demand access only, your Access Code won’t be accepted for live events.
Your organisation has not yet renewed its subscription. This occurs most commonly in the period January to March if you’re trying to book a live event in the next year’s programme that starts in April. You may find it easiest to try again nearer the time.
Sometimes access to an event is restricted. Where this applies, it will be stated in the information about the event.

If your Access Code isn’t working and you don’t think it’s for any of these reasons, please contact us.

Question 4

CPD certificates

Accepted Answer

CPD certificates are available for all our events, both live and on demand, if you attend at least 80% of the event. To be able to get a certificate for an on-demand event, you need to select the option to have your viewing tracked when you register for the event (you will see more information about this on the booking page for each on-demand event).

Certificates are normally issued within 10 working days of a live event or of when you finish viewing an on-demand event.

If you’re a Bespoke Member, certificates for events will appear on your account. They will remain available to view and download from your account for two years from the date of the live event or completion of viewing of an on-demand event.

If you’re not a Member, you will receive your certificate by email to the email address that you used to register for the event.

Further information for Bespoke Members

If you can’t see your certificate in your Bespoke Member account after 10 working days, please first check that you have used the same email address to register for the event as you used to create your account. If the email address is the same, please try following the steps below. If you’ve used a different email address, your certificate will have been emailed to that email address. If you still can’t  locate your certificate, please contact us promptly as we can only reissue certificates by email within three months of when we originally sent the certificate.

In your account, click the down arrow next to your username

Click on ‘My Events’ for live events attended and then press F8 on your keyboard to refresh the webpage

Click on ‘My on-demand Events’ for on-demand events attended and then press F8 on your keyboard to refresh the page

As you scroll through the events, click on the ‘View certificate’ button next to the event and your certificate should appear.

If the certificate still doesn’t appear, then it is most likely that it’s being blocked by a firewall or a pop-up blocker. This may be due to your organisation’s IT set-up. If so, you may be able to overcome the issue by accessing your Bespoke Member account outside of your organisation’s network, for example using a personal device at home or a phone on a data connection, and following the steps above (where applicable, please make sure that anything you do is in line with your organisation’s IT policies). If you need to be able to access the certificate on a work device or network, please speak to your IT department.

Certificates are available to view and download from a Bespoke Member account for two years from the date of the live event or completion of viewing of an on-demand event. This includes certificates for events completed before becoming a Member, so if you can no longer find a certificate that was sent to you by email for an event you completed in the last two years, please create a Bespoke Member account to access your certificate.

Further information if you don’t have a Bespoke membership account

If you’re not a Bespoke Member and have not received your certificate by email, please first check your junk/spam/quarantine email folders. If you find the email has gone into one of those folders, please add events@bespokementalhealth.co.uk to your safe senders list if you haven’t already done this, so you can receive emails from us straight to your inbox in future. If you still can’t locate your certificate, please contact us promptly as we can only reissue certificates by email within three months of when we originally sent the certificate.

Certificates are available to view and download from a Bespoke Member account for two years from the date of the live event or completion of viewing of an on-demand event. This includes certificates for events completed before becoming a Member, so if you can no longer find a certificate that was sent to you by email for an event you completed in the last two years, please create a Bespoke Member account to access your certificate.

If you would like to be able to access your certificates in an online account, you can sign up to become a Bespoke Member.

Question 5

Bespoke membership

Accepted Answer

What is Bespoke membership?

Bespoke membership is an online account with us that enables you to manage your training quickly and easily and access your Bespoke Mental Health training record and your certificates. You can find out more and sign up on our membership page.

My CPD certificate isn’t showing on my account?

Please see the guidance under CPD certificates for steps you can take to try to resolve this.

I have requested a password reset - why hasn’t the email enabling me to reset it arrived?

The reset emails come directly from the web platform we use (Wix). Please first check if the email has gone into your junk/spam/quarantine folders. If it is in your quarantine folder you may need to ask your IT department to release it to you.

If you still can’t access the reset email, you may need to create a new account. Please first get in touch with us so that we can delete your existing account, which will enable you to set up a new one. Once your new account is open, let us know and we can add the historical information to it.

On this page you can find practical tips and troubleshooting advice about booking and accessing our events, viewing recordings, CPD certificates and your Bespoke membership.

The video takes you through the following:

Frequently asked questions

Live events

On-demand events

Access Codes

CPD certificates

Bespoke membership

Still have a problem?

On this page you can find practical tips and troubleshooting advice about booking and accessing our events, viewing recordings, CPD certificates and your Bespoke membership.

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The video takes you through the following:

​

Frequently asked questions

Live events

On-demand events

Access Codes

CPD certificates

Bespoke membership

Still have a problem?