Online Learner - Frequently Asked Questions

• A computer, laptop, or tablet with stable internet access
• A working microphone and speakers (or a headset)
• A webcam (if video participation is required)
• A modern web browser or the Microsoft Teams app installed
• A Teams account or login details provided by the course organiser
• A quiet, well-lit space to participate in the session

We have created an easy step by step guide on how to log into your account, find your meeting to join your class and even download Teams.

Accessing your ALW Office 365 Account and MS Teams

If you are logged into Teams and want to switch to or add your you can follow the steps below,

On Desktop (Windows/Mac):

1. Click on your profile picture in the top-right corner of Teams.
2. Select “Add account” if you want to sign in to a new one, or select another signed-in account under “Accounts & orgs”.
3. Teams will switch to that account. You might need to enter your password if it’s a new login.

On Mobile Devices (iOS/Android):

1. Tap your profile picture in the top-left corner.
2. Tap “Add account” or select another account from the list.
3. Teams will switch to the chosen account.

You can be signed in to multiple accounts, but on desktop you can only actively use one at a time per app window.

We recommend contacting us at least 3 working days before your course starts if you encounter any issues because we are a small team. If many learners reach out at the last minute, we may not be able to assist everyone in time to ensure full access to the course. Reaching out early helps us provide the support you need and ensures you can start your course smoothly.

On Desktop (Chrome/Edge/Firefox):

1. Open your browser.
2. Press Ctrl + Shift + N (Windows) or Command + Shift + N (Mac) – or click the menu (three dots) in the top right and select “New Incognito Window” / “New Private Window.”
3. A new window opens where your browsing history, cookies, and site data are not saved.

On Mobile (iOS/Android):

1. Open your browser app.
2. Tap the menu (three dots or lines) and select “New Incognito Tab” or “New Private Tab.”
3. Browse normally; history and cookies won’t be saved.

If your email/ login works in an incognito window but not in your normal browser window, the issue is likely caused by cached data or cookies. Clearing your browser history, cache, and cookies should usually resolve the problem.

How to Make a Test Call on Microsoft Teams

1. Open Microsoft Teams and click your profile picture in the top-right corner.
2. Select Settings → Devices.
3. Under Audio devices, click Make a test call.
4. Follow the instructions to check your microphone, speakers, and camera.
5. Teams will play back your recording so you can confirm everything is working correctly.

To switch accounts on Microsoft Copilot (Office 365), follow these steps:

1. Sign Out of the Current Account
   • Open your Microsoft Office 365 application (like Word, Excel, Outlook, etc.).
   • Click on your profile icon at the top-right corner of the screen.
   • From the dropdown, select Sign Out.
2. Close and Reopen the Application (if necessary)
   • If the application doesn’t automatically close after signing out, exit the program and reopen it.
3. Sign In to a New Account
   • Once you’ve opened the application again, click on Sign In.
   • Enter the credentials (email and password) for the new account you want to switch to.
4. Access Copilot Features
   • Once signed in, the features of Microsoft Copilot (such as AI assistance in Word, Excel, etc.) should be available based on the new account’s permissions.
5. Verify Account Switch
   • Check the profile icon again to confirm that the new account has been switched successfully.

1. Download the Microsoft Teams App
   • For iPhone/iPad: Go to the App Store, search for Microsoft Teams, and install it.
   • For Android: Go to Google Play, search for Microsoft Teams, and install it.
2. Sign In to Your Account
   • Open the Teams app.
   • Enter your email address and password associated with your course or school/work account.
   • Tap Sign In.
3. Find Your Course Team
   • Once signed in, you’ll be taken to the Teams tab.
   • Look for the team or group that corresponds to your course (this is usually created by your tutor).
   • Tap on the team name to open it.
4. Access Course Materials
   • Inside the team, you’ll see tabs like Posts, Files, and Assignments. Here’s what you can do:
     • Posts: Check for any announcements or discussions related to the course.
     • Files: Access course materials (documents, presentations, etc.).
     • Assignments: View or submit assignments if enabled by your instructor.
5. Join Live Sessions
   • If your tutor is hosting a live session, look for a meeting link in the Calendar tab or the Posts tab.
   • Tap on the Join button when the session is about to start.
6. Check Notifications
   • Teams will send you notifications for new messages, updates, or upcoming meetings. Make sure your notifications are enabled on your device for real-time updates.

1. In Teams, go to Activity.
2. Click the meeting item.
3. Press Accept
4. Now it should appear on the calendar

New for 2026: Digital Certificates issued by Agored Cymru. Through the Learner Portal you’ll be able to view your digital certificates and achievements

1. Once you have achieved your Agored Cymru accredited course you will receive an email from DCWeb@agored.cymru inviting you to register for the Digital First Learner Portal.  
2. Follow the instructions in the email to register. 
3. Once registered, you will be able to access your achievements and manage your certificates online, order printed copies of certificates, share your digital certificates and documents with third parties and keep your details up to date by managing your profile. For more information go to: Digital Certificates