The ICPS College Helpdesk is the central student-support point for practical, administrative and technical queries connected with your course journey. Use this page when you need help with booking a course, confirming a payment, locating joining instructions, accessing Moodle after your first live-online class, resolving a login problem, uploading an assignment, reporting a late submission, locating feedback, correcting student details or identifying the correct College team for your query.
The Helpdesk supports students, applicants, graduates, lecturers and members of the public who need clear guidance about ICPS College systems and services. It is designed to help you solve straightforward issues quickly, collect the right evidence for a technical problem and route academic or policy matters to the authorised College office.
Open the ICPS College Helpdesk
https://icps.freshdesk.com
Login to Moodle
https://icps.studentmoodle.com
Book a Course
https://www.icps.ie/booking
WhatsApp Automated Support
https://wa.me/353871732473
Contact Registry
https://www.icps.ie/contact
## Quick Navigation
Helpdesk Overview
Choose the Correct Support Route
Before Submitting a Ticket
How to Submit a Useful Ticket
After You Book a Course
How to Book a Course
Booking Confirmations
Deposits, Balances and Payments
Invoices and Receipts
Changing or Cancelling a Booking
Course Dates, Fees and Suitability
First Live-Online Class
Moodle Access After the First Class
Moodle Login and Passwords
Missing Moodle Course or Resources
Zoom and Live-Online Class Support
Assignment Submission
Late Assignment Submission
Wrong File or Failed Upload
Extenuating Circumstances
Grades and Feedback
Certificates and Digital Credentials
Student Account Details
Website and Link Problems
Accessibility and Reasonable Adjustments
Policies, Complaints and Appeals
Privacy, Security and Confidentiality
Urgent Welfare and Safeguarding
Technical Troubleshooting
Contact Channels
Support Request Template
Frequently Asked Questions
## What the ICPS College Helpdesk Is For
The Helpdesk provides a structured route for resolving student-service and technical issues. A support request should explain what you were trying to do, what happened instead, the system or page involved and the outcome you need. Complete information helps the College distinguish between a booking issue, a Moodle account problem, a live-class access problem, an assessment matter and a question requiring Registry or academic review.
### The Helpdesk can assist with
• Booking-page guidance and how to secure a place on a course.
• Booking confirmation emails and missing booking references.
• Payment, deposit, balance, invoice and receipt queries.
• Incorrect course links, broken website buttons and page-access problems.
• Moodle activation after the first live-online class.
• Moodle login, password reset, missing course access and resource problems.
• Zoom joining instructions and technical preparation for live-online classes.
• Assignment upload errors, unclear submission status and wrong-file reports.
• Recording the technical circumstances surrounding a late submission.
• Access to grades or feedback where a technical display issue exists.
• Certificate-name corrections and digital-credential access problems.
• Updating an email address, telephone number or other student account detail.
• Routing accessibility, policy, complaint, appeal or academic queries to the correct team.
• Account-security concerns, suspicious messages and possible unauthorised access.
### The Helpdesk does not replace
• A lecturer’s academic guidance about course theory or an assessment question.
• Formal approval for an extension, late submission or extenuating circumstances.
• An academic appeal, complaint or reassessment procedure.
• A decision about grades, progression, attendance or certification.
• Emergency, medical, therapeutic, welfare or safeguarding services.
• The terms of the Student Enrolment Agreement or other current College policies.
A Helpdesk ticket creates a record of your query. It does not by itself approve a refund, alter a deadline, change a grade or guarantee access to a course or resource. Where formal authorisation is required, the ticket will help the College identify and route the issue, but the decision must be made through the relevant academic or administrative process.
## Choose the Correct Support Route
Selecting the correct route reduces delays and prevents important information from being separated across several messages.
### Use the ICPS College Helpdesk for
Technical faults, account access, Moodle issues, missing course areas, upload problems, broken links, booking-system errors, payment confirmation problems and any issue that requires screenshots or investigation.
Helpdesk URL
https://icps.freshdesk.com
### Use Registry for
Course suitability, enrolment status, dates, fees, attendance, assessment arrangements, progression, certificates, formal documentation, invoices, policy clarification and academic-administration queries.
Registry email
registry@icps.ie
Registry contact page
https://www.icps.ie/contact
### Use the lecturer or course leader for
Questions about module content, required reading, the meaning of an assessment task, academic feedback, theory, clinical application, skills practice or preparation for an examination.
### Use the formal policy route for
Complaints, appeals, extenuating circumstances, academic misconduct decisions, data-protection requests and other matters governed by a specific College policy.
### Use emergency or specialist services for
Immediate risk, acute distress, safeguarding emergencies or urgent medical concerns. The Helpdesk, Moodle, email and WhatsApp are not emergency services.
## Before You Submit a Helpdesk Ticket
A useful ticket allows the support team to understand the issue without having to request basic information first. Before opening a ticket, complete the checks that are safe and relevant to the problem.
### Confirm the correct system
Identify whether the problem is on:
• The ICPS College website.
• The course booking system.
• The Moodle learning platform.
• A Zoom link or live-online class.
• An email message or missing notification.
• An assessment submission activity.
• A certificate or digital credential.
• The Helpdesk portal itself.
### Gather the essential information
Prepare:
• Your full name.
• The email address used when booking or enrolling.
• Your telephone number if a call may be necessary.
• The exact course title.
• Your cohort, start date or class day where known.
• The module, activity, page or assessment title.
• The date and approximate time the issue occurred.
• The device and browser used.
• The exact error wording.
• A clear screenshot that does not expose a password or unrelated personal information.
• A short list of the troubleshooting steps already attempted.
• The specific outcome you need.
### Check for an existing answer
Before opening a new ticket:
• Review the relevant section of this Helpdesk page.
• Check your booking confirmation and recent ICPS College emails.
• Check spam, junk, promotions and filtered folders.
• Review the relevant course page or Moodle announcement.
• Confirm that you are using the correct website address.
• Check whether you already have an open ticket about the same issue.
### Do not include sensitive information
Never include:
• Your password.
• A password-reset code or authentication secret.
• Full payment-card details or a card security code.
• Unredacted bank information.
• Identifiable client, service-user or clinical case material.
• Another student’s personal or academic information.
• Confidential documents unrelated to the support issue.
## How to Submit a Useful Helpdesk Ticket
Open the ICPS College Helpdesk at:
Use the option provided to submit a support request. The appearance and wording of the portal may change, but the information required for an effective ticket remains the same.
### Write a clear subject line
A strong subject line identifies the course, system and problem.
Examples:
• Moodle access missing after first class – Addiction Studies – 18 August cohort
• Booking payment taken but no confirmation – CBT course
• Assignment upload failed before deadline – Module 10
• Wrong email address on booking – Child and Adolescent Mental Health
• Zoom link not received – class begins at 6 pm
• Certificate name correction required – Bereavement Diploma
Avoid vague subjects such as:
• Help
• Urgent
• Not working
• Course problem
• Please call me
### Describe the issue in order
A useful description should answer:
1. What were you trying to do?
2. Which page, course, activity or system were you using?
3. What happened?
4. What exact error or message appeared?
5. When did it happen?
6. What device and browser were you using?
7. What have you already tried?
8. Is there a class or assessment deadline involved?
9. What outcome do you need from the College?
### Attach evidence carefully
A screenshot is most useful when it shows:
• The page title or address.
• The relevant course or assessment name.
• The full error message.
• The date or time where relevant.
• The displayed submission or payment status.
Before attaching it, crop or redact:
• Passwords.
• Reset links.
• Full card or bank details.
• Private messages not relevant to the ticket.
• Other students’ names or details.
• Identifiable client information.
### Keep one issue in one ticket
Where several symptoms relate to the same problem, keep them in one ticket. Where the issues are unrelated, submit separate tickets with clear subjects. Do not open repeated copies of the same request through email, WhatsApp and the portal at the same time.
### Reply to the existing ticket
When the Helpdesk asks for more information, reply to the existing ticket or thread so the evidence remains together. Include the ticket reference in any connected communication. Opening a new ticket for every reply can delay resolution and separate important information.
## What Happens After You Book a Course
Booking a course, receiving live-class joining instructions and receiving Moodle access are connected but separate stages. A student should not assume that a successful payment creates immediate Moodle access.
### Typical student journey
1. Review the course page and current booking information.
2. Select the correct programme and cohort through the booking page.
3. Enter accurate student and contact details.
4. Pay the deposit or amount shown for that course.
5. Receive or retain the booking confirmation.
6. Receive Registry communication and live-online joining instructions.
7. Attend the first live-online class.
8. Receive or activate Moodle access after the first live-online class, subject to the correct enrolment and account details.
9. Use Moodle for course resources, reading, assessment information and permitted recordings.
10. Complete attendance, assessment and other programme requirements.
### Booking confirmation is not a Moodle login
The booking confirmation proves that a booking transaction or reservation has been recorded. It is not the Moodle username or password. Moodle access is normally provided separately after the first live-online class.
### Use the same email address throughout
The email used for booking should be accessible and entered correctly. It may be used to match:
• The booking record.
• Registry communication.
• Zoom joining instructions.
• Moodle account activation.
• Assessment and certification records.
If you used the wrong email address, submit a ticket promptly. Do not create a second booking or a second Moodle account in an attempt to correct the error.
## How to Book a Course
Use the official ICPS College booking page:
### Step-by-step booking guidance
1. Open the official ICPS College booking page.
2. Review the available course or programme options.
3. Select the exact course title you intend to study.
4. Check the commencement date, class schedule, delivery method, fee and deposit shown.
5. Confirm that the programme level and subject match your needs.
6. Enter your name carefully, using the form you wish to appear on College records and certification.
7. Enter an email address that you check regularly.
8. Enter a working telephone number, including the correct country code where required.
9. Review the booking summary before payment.
10. Pay the deposit or amount requested by the booking system.
11. Wait for the confirmation screen before closing the page.
12. Save the booking reference and confirmation email.
13. Check spam or junk folders if the email does not arrive.
14. Contact the Helpdesk rather than repeating the payment if the bank shows a pending or completed charge but the website does not confirm the booking.
### Before paying
Confirm:
• The exact course title.
• The correct cohort or date.
• The live-online schedule.
• The total fee and deposit.
• The email address entered.
• The name to be used for student records.
• Any published entry, suitability or professional-scope information.
• The current enrolment terms and policies.
### If the course is not listed
Do not select a different course merely to make a payment. Contact Registry or submit a Helpdesk ticket with:
• The course name.
• The page URL where you found it.
• The expected start date.
• A screenshot of the course information.
• Your preferred contact details.
## Booking Deposits, Balances and Payment Dates
The current ICPS College booking page states that the standard arrangement is a 50% deposit on booking with the remainder due 14 days before the course start date. The amount and payment schedule displayed for the specific course at the time of booking should always be checked, because course arrangements may differ.
### What the deposit does
Where a deposit is offered, it normally secures the selected place subject to the booking terms and any remaining administrative requirements. A deposit does not remove the need to pay the outstanding balance by the stated date.
### Before paying a balance
Confirm:
• The course and cohort.
• The total course fee.
• The deposit already paid.
• The balance remaining.
• The due date.
• The payment link or invoice reference.
• The student name associated with the payment.
### If a payment is declined
• Check that the card details were entered correctly.
• Confirm that online or international transactions are permitted by the bank where relevant.
• Check the available balance and card limit.
• Try once using a current browser or a private window.
• Contact the bank if it appears to be blocking the payment.
• Submit a Helpdesk ticket if the booking system continues to reject the transaction.
### If the payment appears pending
Do not repeatedly make the same payment. Check the bank or card account, wait for the transaction status to update and submit a ticket containing:
• The student name.
• Course title.
• Amount.
• Payment date and approximate time.
• Booking reference, if available.
• The transaction reference or last four card digits only, where necessary.
• A redacted screenshot showing the pending or completed amount.
Never send the full card number, expiry date or security code.
### If you believe you were charged twice
Submit one Helpdesk ticket immediately. Include both transaction dates, amounts and references. Do not contact several College channels with separate versions of the same request. The Helpdesk can record and route the issue, but the final outcome depends on the payment records and applicable terms.
## Booking Confirmation and Joining Information
A successful booking should produce a confirmation or booking reference. Additional course and joining information may be sent separately.
### If the booking confirmation does not arrive
1. Check spam, junk and filtered folders.
2. Search for ICPS College and the booking-system name.
3. Confirm that the email address entered during booking was correct.
4. Check whether the payment is pending, declined or completed.
5. Avoid repeating the booking if a charge is already visible.
6. Submit a Helpdesk ticket with the course, amount, time of payment and email address used.
### What to keep
Retain:
• Booking confirmation.
• Booking reference.
• Payment confirmation.
• Course title and selected date.
• Registry emails.
• Zoom joining instructions.
• Balance-payment information.
### If the booking details are wrong
Submit a ticket as soon as possible if:
• The wrong course was selected.
• The wrong cohort or date was selected.
• The student name is misspelled.
• The email address is incorrect.
• The telephone number is wrong.
• The confirmation shows an unexpected amount.
Do not create a duplicate booking unless Registry or the Helpdesk instructs you to do so.
## Invoices, Receipts and Payment Records
Use the Helpdesk or Registry route when you require an invoice, receipt, payment confirmation or correction to the student or payer information.
### Include in an invoice or receipt request
• Student’s full name.
• Payer’s name, if different.
• Course title.
• Course start date or cohort.
• Amount paid.
• Date of payment.
• Booking reference.
• Billing name and address where required.
• The type of document requested.
### Business or employer payments
Where an employer or organisation is paying, contact Registry before assuming that a personal booking can automatically be transferred to a company invoice. Provide the organisation’s full billing details and the student’s course information.
### Payment records and privacy
Do not send full card details, online-banking credentials or unredacted statements. A transaction reference, booking reference and redacted evidence are usually more appropriate.
## Changing, Cancelling or Transferring a Booking
A Helpdesk ticket can record and route a request to change, cancel or transfer a booking. It does not itself confirm that the request has been approved.
### Changing to another cohort or course
Provide:
• Current course and cohort.
• Requested course or cohort.
• Booking reference.
• Amount already paid.
• Reason for the request.
• Any relevant deadline.
Availability, fee differences and the applicable enrolment terms must be reviewed before a change is confirmed.
### Cancelling a booking
Submit the request promptly and review the current Student Enrolment Agreement and cancellation or refund terms. Include the booking reference, course, date and reason. Do not assume that submitting a ticket automatically cancels the place or guarantees a refund.
### Refund queries
A refund decision is governed by the applicable terms, payment record and circumstances. The Helpdesk can gather the request and evidence, but it cannot promise an outcome before the authorised College review.
### Duplicate bookings
If the same person appears to have booked twice, submit one ticket with both booking references. Do not cancel a transaction independently unless instructed, particularly where both payments are still pending.
## Course Dates, Fees, Suitability and Entry Questions
The Helpdesk can direct students to current published information and route questions to Registry. Academic or professional-suitability decisions should not be made from an old social-media post, a cached page or an informal message.
### When course information appears inconsistent
Send:
• The course title.
• Both URLs or documents showing different information.
• Screenshots of the dates, fees or credits.
• The date on which you viewed them.
• The information you need confirmed.
### Questions about who may enrol
Many ICPS College programmes are open to practitioners, students and members of the public, while advanced or specialist programmes may contain additional guidance about the intended audience, prior learning or professional scope. Review the individual course page and ask Registry where suitability is unclear.
### Questions about accreditation
Ask for confirmation of:
• The specific course.
• The accrediting or recognising body.
• CPD hours or credits.
• Whether the course supports a particular professional pathway.
• Whether additional membership or registration requirements apply.
The Helpdesk can route the question, but students should not assume that a CPD award confers a protected professional title or authority to practise outside existing competence.
## Preparing for the First Live-Online Class
The first live-online class is an important stage in the student journey. It introduces the course, lecturer, learning expectations, participation arrangements and the process for accessing Moodle resources.
### Before the first class
• Check the email address used during booking.
• Check spam and junk folders for joining instructions.
• Save the Zoom link securely.
• Confirm the class date and Irish time.
• Install or update Zoom where required.
• Test the camera, microphone, speakers and headphones.
• Join from a private and appropriate environment.
• Have the course title and booking reference available if support is needed.
• Join early enough to resolve a minor technical problem.
### If the Zoom link has not arrived
Submit a Helpdesk ticket before the class begins. Include:
• Full name.
• Registered email address.
• Course title.
• Class date and time.
• Booking reference.
• Confirmation that spam and junk folders were checked.
• A screenshot of the booking confirmation where helpful.
### If you cannot enter the class
Check:
• That the correct Zoom link was used.
• That the meeting date and time are correct.
• Whether the waiting room is active.
• Whether Zoom needs an update.
• Whether the device microphone or camera permissions are blocked.
• Whether the link opened in an outdated browser.
If the class is imminent, submit one concise Helpdesk ticket and clearly state the class start time.
## Moodle Access After the First Live-Online Class
ICPS College Moodle access is normally provided after the first live-online class, subject to confirmation of the student’s enrolment, course and account details. Students should not expect the Moodle dashboard to be fully available immediately after making a booking.
### Why the timing matters
The first class allows the cohort, student details and course information to be confirmed before access is activated. The course team can also explain how Moodle will be used, where resources will appear and which activities are required.
### What to do after the first class
1. Check the email address used for the course booking.
2. Check spam, junk and filtered folders.
3. Look for an account-activation, welcome or password message.
4. Use the official Moodle login address.
5. Sign in with the student details issued or confirmed by the College.
6. Check that the correct course appears on the dashboard.
7. Open the introductory section and review announcements and module resources.
8. Do not create another account if access is missing.
### If access has not appeared
Submit a Helpdesk ticket containing:
• Full name.
• Registered email address.
• Course title.
• Date of the first live-online class.
• Whether you attended the class.
• Any username or activation message already received.
• A screenshot of the dashboard or error.
• The device and browser used.
### If you missed the first class
Contact the Helpdesk and Registry. Missing the first class does not automatically create Moodle access through a separate self-registration process. The College may need to confirm the enrolment and provide the correct account instructions.
### If the wrong email address was used
Do not create multiple Moodle accounts. Submit a ticket requesting correction and provide:
• The incorrect email used.
• The correct email.
• Course title.
• Booking reference.
• Full name and telephone number.
## Moodle Student Login and Password Support
Use the official login address:
https://icps.studentmoodle.com
### Before reporting a login failure
• Confirm that you are using the ICPS College Moodle address.
• Check the username or registered email address.
• Check Caps Lock and keyboard language.
• Remove copied spaces before or after the password.
• Check whether the browser is inserting an old saved password.
• Try a private or incognito window.
• Try another current browser.
• Use the legitimate password-reset option once.
• Check spam and junk folders for the reset email.
### Password-reset email not received
Allow a reasonable period, then:
• Confirm the email address entered.
• Search the mailbox for Moodle or ICPS College.
• Check spam, junk and promotions folders.
• Confirm that the mailbox is not full.
• Avoid requesting many reset emails in rapid succession.
• Submit a Helpdesk ticket without disclosing the password.
### Repeated login failure
Include:
• The exact login address used.
• The username or email address, but not the password.
• The error wording.
• Device, operating system and browser.
• Approximate time.
• Whether password reset was attempted.
• Whether the same problem occurs in another browser.
### Account security
Never send a password or reset code to the Helpdesk, Registry, a lecturer or a classmate. A legitimate support process should not require your password.
## Missing Moodle Course, Module or Resource
A student may be able to log in but still be unable to see the expected course or resource.
### If the entire course is missing
• Confirm that the displayed profile is yours.
• Check current, future and archived course views.
• Confirm that access was expected after the first live-online class.
• Search for the full course title.
• Take a screenshot of the dashboard.
• Submit a ticket with the course, cohort and registered email.
### If one module is missing
• Check whether the section is collapsed.
• Review announcements for a release date.
• Confirm that you are in the correct course and cohort.
• Compare with the lecturer’s instructions.
• Report the module number and exact expected resource.
### If a file will not open
• Check the browser Downloads list.
• Check the device Downloads folder.
• Confirm the file type.
• Use compatible software.
• Download the file again.
• Try another browser or device.
• Include the exact file title in the ticket.
### If a recording is missing
The recording may still be processing, may not have been released or may not exist for that activity. Routine breakout rooms are not normally recorded. Contact the lecturer or Registry where the question concerns academic availability. Contact the Helpdesk where a released recording produces an error or cannot be played.
## Zoom and Live-Online Class Technical Support
### Recommended setup
• A laptop or desktop where possible.
• A current Zoom application.
• Stable broadband or reliable mobile data.
• Working camera and microphone.
• Headphones for privacy and sound quality.
• A private environment appropriate for confidential discussion.
• A charger or sufficient battery power.
• The joining link available before class.
### No sound
Check:
• Device volume.
• Zoom speaker selection.
• Headphone connection.
• Bluetooth output.
• Browser or application permissions.
• Whether another application is controlling the sound device.
### Microphone not working
Check:
• That the microphone is not muted.
• Zoom microphone selection.
• Operating-system microphone permission.
• Headset connection.
• Whether another application is using the microphone.
• A second device where available.
### Camera not working
Check:
• The camera privacy shutter.
• Zoom camera selection.
• Operating-system camera permission.
• Whether another application is using the camera.
• Zoom and device updates.
### Connection drops
• Move closer to the router.
• Close streaming or large downloads.
• Turn off unnecessary applications.
• Rejoin using the same official link.
• Use a wired connection where available.
• Use a phone hotspot only where it provides a more stable connection.
• Inform the lecturer and retain evidence if attendance is affected.
The Helpdesk can record a technical issue, but attendance decisions are governed by the relevant academic process.
## Assignment Access and Submission Support
Students should open the assessment area early rather than waiting until the deadline. This provides time to confirm the brief, file format, activity settings and submission process.
### Before preparing the final file
• Confirm the correct course and assessment.
• Read the full brief and marking guidance.
• Record the deadline and time zone.
• Check the required file type and word count.
• Clarify academic questions with the lecturer.
• Keep regular backups.
• Leave time for upload and confirmation.
### Before uploading
• Open the final document locally.
• Check every page.
• Remove tracked changes and comments unless required.
• Confirm the file is not corrupted.
• Use the requested file type.
• Use the required naming convention.
• Remove unnecessary personal or confidential information.
• Keep a separate copy of the final version.
### How to submit
1. Open the correct Moodle course.
2. Open the correct assessment activity.
3. Read the displayed instructions again.
4. Select or drag the final file into the upload area.
5. Wait until the file name is visible and upload is complete.
6. Save changes or submit as required.
7. Complete any declaration or final-confirmation step.
8. Reopen the activity.
9. Check the file name, submission status and time.
10. Save the confirmation or take a screenshot.
### Draft versus final submission
A file can sometimes be visible while remaining in draft. Look for a formal status such as submitted or submitted for grading. Complete any final-submit control or declaration shown in the activity.
## Late Assignment Submission Support
A late assignment can involve an academic issue, a technical issue or both. The Helpdesk must distinguish between them.
### The Helpdesk can
• Record the date and time of a technical failure.
• Review screenshots or error messages.
• Confirm whether a platform issue was reported.
• Route the matter to the relevant academic or administrative team.
• Help restore access where the submission activity is malfunctioning.
### The Helpdesk cannot
• Approve an extension.
• Backdate a submission.
• Guarantee that a late assignment will be accepted.
• Remove a late penalty.
• Change an academic decision.
• Replace the formal extenuating-circumstances process.
### If the activity is still open
Submit the assignment as soon as possible, then:
• Retain the submission confirmation.
• Submit a Helpdesk ticket explaining why it was late.
• Contact Registry or follow the relevant academic procedure.
• Do not assume that an open upload area means the late submission is automatically accepted without consequence.
### If the activity is closed
Immediately submit a Helpdesk ticket containing:
• Full name.
• Course and cohort.
• Assessment title.
• Original deadline.
• Time you attempted to submit.
• Exact message displayed.
• Device and browser.
• Screenshot.
• Troubleshooting attempted.
• Whether the final file was complete before the deadline.
• Whether extenuating circumstances are involved.
Do not email the assignment to several people unless the College instructs you to use email as an alternative submission method.
### If the delay was caused by a technical fault
Keep:
• The final file as it existed at the deadline.
• Screenshots.
• The original error wording.
• Browser history or other relevant evidence.
• The Helpdesk ticket reference.
• Any confirmation from the internet or device provider where relevant.
### If the delay was caused by personal circumstances
Contact Registry and follow the current extenuating-circumstances or academic procedure. A technical ticket is not a substitute for that process.
### How late assignment submissions work
The outcome depends on the course instructions, the assessment activity, the reason for lateness, any available evidence and the applicable College policy. Submit the work as soon as the system permits, report the circumstances promptly and use the correct formal route. Do not wait until results are released before reporting a known problem.
## Wrong File, Duplicate File or Failed Assignment Upload
### Wrong file uploaded before final submission
If editing remains available:
1. Remove or replace the incorrect file.
2. Upload the correct final version.
3. Complete the final submission step.
4. Reopen the activity and verify the file name.
### Wrong file uploaded after final submission
If the activity is locked:
• Do not create repeated duplicate submissions.
• Take a screenshot of the current status.
• Submit a Helpdesk ticket immediately.
• Identify both the wrong file and the intended file.
• State whether the deadline has passed.
• Await instructions from the authorised College team.
### Upload stalls
Check:
• Connection stability.
• File size.
• File type.
• File name.
• Available device storage.
• Whether the file opens locally.
• Whether a private browser window changes the result.
### No submission confirmation
Do not assume success. Reopen the activity and check:
• File name.
• Submission status.
• Date and time.
• Declaration status.
• Whether a final-submit button remains.
If the status is unclear, take a screenshot and submit a ticket.
## Extenuating Circumstances and Technical Evidence
Technical support and academic consideration are different processes.
### Technical evidence may include
• A time-stamped screenshot.
• The exact error wording.
• A Helpdesk ticket opened close to the incident.
• Device and browser information.
• Evidence that the file was complete.
• Confirmation that another browser or connection was tested.
• A payment or service outage reference where relevant.
### Academic consideration may require
• A formal form or written request.
• Supporting documentation.
• Explanation of the circumstances.
• Submission within a specified period.
• Review by an authorised academic or administrative person.
The Helpdesk should be used promptly to record technical facts. It cannot decide whether the circumstances meet the College’s academic criteria.
## Grades, Feedback and Assessment Results
### Grade not visible
Before opening a ticket:
• Confirm that results have been released.
• Check the correct course and activity.
• Check the grades area and attached feedback files.
• Review College email and announcements.
• Confirm that marking or moderation is not still in progress.
### Feedback file will not open
• Download it again.
• Confirm the file type.
• Use compatible software.
• Try another browser or device.
• Report the exact assessment and file title.
### Academic question about a grade
Use the lecturer, Registry or formal academic route. The Helpdesk can investigate a display or access problem but cannot change a grade, marking judgement or moderation decision.
### Result appears incorrect
Take a screenshot, retain the released feedback and contact Registry. Do not post the result publicly or send another student’s result as a comparison.
## Certificates, Awards and Digital Credentials
Certificate and credential queries may arise after attendance, assessment, moderation and certification requirements have been completed.
### Contact the Helpdesk or Registry if
• Your name is misspelled.
• The course title is incorrect.
• You cannot access a digital credential.
• A verification link does not work.
• You have not received expected certification communication.
• The email address attached to the credential is wrong.
• You need guidance on verifying an award.
### Include
• Full legal or preferred certification name.
• Course title.
• Cohort or completion date.
• Student email address.
• Assessment completion information where known.
• Screenshot of the error.
• Credential or certificate reference, if available.
### Important distinction
The Helpdesk can investigate access and record corrections. It cannot issue an award before academic and administrative requirements are complete or alter the level, grade or title without authorised review.
Where ICPS College issues a digital or blockchain-verifiable credential, follow the instructions provided with the award and do not share private account credentials.
## Student Name, Email, Telephone or Account Corrections
Accurate student details are important for bookings, Moodle, Zoom communication, assessment identification and certification.
### Submit a correction when
• The name is misspelled.
• The booking used a nickname but certification requires another form.
• The email address is inaccessible or incorrect.
• The telephone number has changed.
• Two accounts may exist for the same student.
• A course is attached to the wrong email address.
### Include
• Current details.
• Correct details.
• Course title.
• Booking reference.
• A telephone number for verification.
• Evidence only where reasonably required.
Do not create a new booking or Moodle account simply to change one detail.
## Website, Page and Link Problems
The Helpdesk can receive reports about the ICPS College website, including:
• A course link opening the wrong page.
• A button returning to the home page unexpectedly.
• A broken booking link.
• A page that does not load.
• Incorrect course dates, fees or contact details.
• A mobile display problem.
• Missing text or inaccessible content.
• A form that will not submit.
• A redirect to an unrelated page.
### What to include
• Full page URL.
• Link or button text.
• Expected destination.
• Actual destination.
• Device and browser.
• Screenshot or screen recording where appropriate.
• Date and time.
• Whether the problem also occurs in a private window.
Do not include passwords or private booking information in a screen recording.
## Email, Notification and Communication Problems
### College email not received
• Check spam and junk folders.
• Search for ICPS College, Registry, support and the course name.
• Confirm the email used at booking.
• Check mailbox storage.
• Check filters and blocked senders.
• Add relevant College addresses to safe senders.
• Submit a ticket if important communication remains missing.
### Email address has changed
Submit a ticket before losing access to the old address where possible. Include both addresses, course title and booking reference. Account verification may be required.
### Automated reply received but no solution
The automated reply normally confirms receipt. Keep the reference and wait for the substantive response. Add further evidence to the same ticket rather than opening another one.
### How to write to technical support
Use a concise subject and factual sequence:
• System.
• Course.
• Problem.
• Time.
• Error.
• Steps tried.
• Deadline.
• Outcome needed.
## Accessibility and Reasonable Adjustments
The Helpdesk can record a platform-accessibility problem and route requests for reasonable adjustments.
### Technical accessibility issues
Report:
• The page or resource.
• Assistive technology used.
• Browser and device.
• The specific barrier.
• What alternative format or outcome is needed.
• Whether a deadline is affected.
### Academic or participation adjustments
Contact the appropriate College office as early as possible. Technical support can investigate access but cannot independently approve an academic adjustment, alternative assessment or attendance arrangement.
### Helpful access practices
• Use browser zoom carefully.
• Use a larger screen for complex forms.
• Use keyboard navigation or a screen reader where appropriate.
• Request accessible documents where a file cannot be used.
• Use captions where available.
• Avoid sending protected course content to an unauthorised third-party service.
## Policies, Complaints, Appeals and Formal Requests
The Helpdesk can help locate or route a formal process but should not be used as a substitute for it.
### Policy clarification
State:
• The policy or issue.
• Course and cohort.
• The clause or decision requiring clarification.
• The practical question you need answered.
### Complaint
Follow the current complaints procedure and provide a clear chronology, relevant evidence and the outcome sought. Avoid sending multiple informal messages that may fragment the record.
### Academic appeal
Use the formal appeal route and observe any stated deadline. A Helpdesk ticket about a grade does not automatically create an appeal.
### Data-protection request
Use the designated privacy or data-protection route. Do not place excessive personal data in a general technical ticket.
### Policy links
Policies and terms should be accessed through the current ICPS College website or the policy location provided by Registry. Where a link is broken, report the exact page and expected policy title.
## Privacy, Security and Confidentiality
### Protect your login
• Use a unique password.
• Do not share the account.
• Sign out on shared devices.
• Use current software.
• Report suspicious access promptly.
• Do not approve an unexpected reset request.
### Protect payment information
• Use the official booking page.
• Do not send full card information.
• Redact statements and screenshots.
• Report duplicate or unfamiliar payments promptly.
### Protect academic and clinical information
• Do not upload identifiable client material to a general ticket.
• Anonymise case material.
• Do not share assessment feedback publicly.
• Do not include another student’s work.
• Do not distribute protected College recordings or resources.
### Suspicious email or link
Do not enter credentials. Open the official ICPS College website or Moodle address independently. Submit a Helpdesk ticket containing the sender address, subject and a screenshot, but do not forward malicious attachments unless requested.
## Urgent Welfare, Safeguarding and Emergency Situations
The Helpdesk is not an emergency, counselling or crisis service.
### Do not rely on a ticket for
• Immediate danger.
• Acute medical or mental-health crisis.
• Urgent safeguarding intervention.
• A situation requiring emergency services.
• Immediate therapeutic support.
Follow the relevant College safeguarding or welfare procedure and contact an appropriate emergency or specialist service where necessary.
### If the concern relates to a course environment
Record the facts, preserve relevant evidence and use the designated College reporting route. Do not circulate confidential allegations through unofficial student groups or public channels.
## General Technical Troubleshooting
### Page not loading
1. Confirm the address.
2. Reload once.
3. Try a private window.
4. Try another current browser.
5. Check the internet connection.
6. Disable a conflicting extension only where safe.
7. Record the error and time.
### Button does nothing
• Wait for the page to finish loading.
• Select it once.
• Check whether a new tab opened.
• Allow legitimate pop-ups.
• Try keyboard activation.
• Try another browser.
• Report the button text and page URL.
### Form will not submit
• Complete all required fields.
• Check email and telephone formats.
• Reduce an attachment to the permitted size.
• Remove unsupported symbols from file names.
• Confirm consent or declaration fields.
• Try a private window.
• Save the text before reloading.
### Video will not play
• Check volume and output.
• Allow media playback.
• Pause and retry.
• Try another browser.
• Try another connection.
• Report the exact video title.
### Download not found
• Check the browser downloads list.
• Check the device Downloads folder.
• Search by file name.
• Confirm that pop-ups or downloads are permitted.
• Try the link again once.
### Mobile display problem
• Rotate the device.
• Return browser zoom to normal.
• Close unnecessary tabs.
• Try a current mobile browser.
• Use a laptop for important forms or submissions.
• Report the device model and screenshot.
## Contact Channels
### ICPS College Helpdesk
### Helpdesk email
### Registry email
### Moodle login
https://icps.studentmoodle.com
### Course booking
### Contact page
### WhatsApp automated support
### Ireland telephone
01 963 6141
### Ireland national telephone
0818 234 559
### International telephone
+353 1 963 6141
Use the Helpdesk portal for a traceable technical record. Use Registry for academic-administration matters. Use WhatsApp for first-line guidance, not for passwords, confidential case material or formal assessment submission.
## Complete Helpdesk Request Template
Copy the template below into your ticket and complete the relevant fields.
ICPS COLLEGE HELPDESK REQUEST
Full name:
Registered student email:
Telephone number:
Course title:
Cohort or start date:
Booking reference:
System involved:
Website / Booking / Moodle / Zoom / Assessment / Certificate / Email / Other
Page or activity title:
Page URL:
Date and approximate time of issue:
Device:
Operating system:
Browser and version:
What I was trying to do:
What happened instead:
Exact error message:
Steps already tried:
Does it happen in another browser?
Does it happen on another device?
Is a class or assessment deadline involved?
Deadline date and time:
Screenshot attached:
Yes / No
Payment involved:
Yes / No
Payment date, amount and reference:
Do not include full card details.
The outcome I need:
Additional relevant information:
## Resolution Checklist
Before considering an issue resolved, confirm the relevant outcome.
### Booking
• Correct course and cohort.
• Confirmation received.
• Payment recorded.
• Correct email and name.
• Balance information retained.
### Moodle
• Login works.
• Correct course is visible.
• Required module opens.
• Password is secure.
• Student has signed out of shared devices.
### Live class
• Correct joining link.
• Date and time confirmed.
• Zoom tested.
• Audio and camera work.
• Lecturer or Registry notified if attendance was affected.
### Assignment
• Correct file uploaded.
• Final status confirmed.
• Submission time recorded.
• Screenshot retained.
• Any late or extenuating-circumstances process initiated separately.
### Certificate
• Name correct.
• Course title correct.
• Credential link works.
• Verification information retained.
## Frequently Asked Questions
### What is the ICPS College Helpdesk?
It is the central support route for practical, administrative and technical issues involving the ICPS College website, bookings, Moodle, Zoom, assignments, student accounts, payments and related services.
### How do I contact the Helpdesk?
Open https://icps.freshdesk.com and submit a clear ticket. You may also use support@icps.ie where email support is appropriate.
### What is student support services at ICPS College?
Student support includes practical guidance, technical troubleshooting, Registry assistance, course communication, learning-platform access, assessment support and routing to academic or policy procedures.
### How do I book an ICPS College course?
Open https://www.icps.ie/booking, select the correct course and cohort, review the fee and schedule, enter accurate details, pay the amount shown and retain the confirmation.
### How much do I pay when booking?
The current booking page describes a standard 50% deposit with the remainder due 14 days before the course begins. Always check the amount and schedule shown for the specific course.
### What if the payment is taken but no booking confirmation arrives?
Do not repeat the payment immediately. Check spam, confirm the email used and submit a ticket with the amount, date, course and redacted transaction evidence.
### What if I selected the wrong course?
Submit a ticket immediately with the booking reference, current course and intended course. Do not create a second booking unless instructed.
### Can I change to another course date?
Submit a change request with the current and requested cohort. Approval depends on availability, fees and the applicable booking terms.
### Does submitting a ticket cancel my course?
No. A ticket records the request. Cancellation or transfer must be confirmed by the authorised College team.
### Does a ticket guarantee a refund?
No. Refunds are determined under the applicable terms and circumstances.
### When do I receive the Zoom link?
Joining instructions are sent separately from the booking transaction. Check the registered email and spam folders. Submit a ticket before class if the link has not arrived.
### When do I receive Moodle access?
Moodle access is normally provided after the first live-online class, subject to confirmation of enrolment and correct account details.
### Why do I not have Moodle immediately after booking?
A booking confirmation and Moodle activation are separate stages. The College normally activates Moodle after the first live-online class.
### What if I missed the first live-online class?
Contact the Helpdesk and Registry with your course, booking details and registered email. Do not create a separate Moodle account.
### How do I access the Moodle student login?
Use https://icps.studentmoodle.com and sign in with the details associated with your ICPS College student account.
### What if I cannot sign in to Moodle?
Check the address, username, password, Caps Lock and saved browser credentials. Try a private window and the legitimate password-reset process, then submit a ticket with the error.
### Should I send my Moodle password to support?
No. Never disclose a password or reset code.
### Why is my Moodle course missing?
Confirm the account and course view. If access should have been activated after the first class, submit a ticket with your course, cohort, email and dashboard screenshot.
### Why is a module or recording missing?
It may not yet be released, may still be processing or may not exist for that activity. Check announcements and contact the lecturer for academic availability or the Helpdesk for a technical error.
### Can I download Moodle videos?
Only where a legitimate download control is provided and downloading is permitted. Do not bypass access controls.
### How do I submit an assignment on Moodle?
Open the correct activity, upload the final file, wait for completion, complete the final-submit step and reopen the activity to confirm the status and time.
### How do I know my assignment was submitted?
Check for a final submission status, correct file name and submission time. A visible file may still be a draft.
### What if I uploaded the wrong file?
Replace it if the activity allows editing. If locked, take a screenshot and submit a ticket immediately.
### What if the upload failed before the deadline?
Capture the error and time, retain the final file, try a private browser or another device and submit a Helpdesk ticket immediately.
### How do late assignment submissions work?
The outcome depends on the assessment instructions, reason, evidence and College policy. Submit as soon as possible, report the circumstances promptly and follow the academic or extenuating-circumstances route.
### Can the Helpdesk approve a late assignment?
No. The Helpdesk can record technical evidence and route the issue but cannot approve an extension or remove an academic consequence.
### Should I email my assignment if Moodle is closed?
Only if the College specifically instructs you to use email as an alternative submission method. Otherwise, open a ticket and follow the formal guidance.
### What if personal circumstances caused the delay?
Contact Registry and follow the extenuating-circumstances procedure. A technical ticket alone is insufficient.
### Can technical support change my grade?
No. It can investigate a display problem but cannot alter academic judgement.
### Where do I find feedback?
Check the assessment activity, grades area, attached feedback files and College communication after results are released.
### Why has my certificate not arrived?
Certification may depend on attendance, assessment, moderation and administrative completion. Submit a query with your full name, course and cohort.
### How do I correct my name on a certificate?
Contact the Helpdesk or Registry with the incorrect and correct name, course and completion details. Verification may be required.
### What if my digital credential link does not work?
Submit the link or reference, course title, completion date, registered email and screenshot. Do not share private account credentials.
### How do I request an invoice or receipt?
Provide the student name, payer name, course, amount, date, booking reference and billing details required.
### What if I have been charged twice?
Submit one ticket with both transaction references and redacted evidence. Do not send full card details.
### How do I report a broken website link?
Provide the page URL, button text, expected destination, actual result, device, browser and screenshot.
### How do I report a form that will not submit?
State the page, required fields completed, error, attachment details, device and browser. Save the text before refreshing.
### How do I write a useful email to technical support?
Use a clear subject and include the system, course, problem, time, error, device, steps tried, deadline and outcome needed.
### How quickly will I receive a response?
Response time can vary according to the issue and information provided. State any class or assessment deadline clearly and avoid duplicate tickets.
### Should I open several tickets if the problem is urgent?
No. Submit one complete ticket and add further evidence to the same thread.
### Can I send client information in a Helpdesk ticket?
Do not send identifiable client or sensitive case material through a general support ticket.
### Can WhatsApp approve an extension or refund?
No. WhatsApp can provide first-line guidance, but formal decisions require the correct College process.
### Is the Helpdesk an emergency service?
No. Use emergency or specialist services for immediate risk or crisis and follow the College safeguarding procedure where relevant.
### Who answers academic questions?
The lecturer, course leader or Registry should address academic content, assessment interpretation, marking and professional-practice questions.
### Who answers booking and payment questions?
The Helpdesk can investigate technical or confirmation problems, while Registry manages the administrative decision and course record.
### What if my registered email address is wrong?
Submit a correction ticket with the incorrect and correct addresses, full name, course and booking reference. Do not create a second account.
### What if I no longer have access to my old email?
Submit a ticket with alternative verification details. The College may need to confirm identity before changing the account.
### Can the Helpdesk alter attendance records?
It can record a technical problem, but attendance decisions and records are handled through the relevant academic process.
### What should I do before a live class?
Check the link, time, Zoom version, internet, camera, microphone, headphones and private study environment.
### What if I was disconnected during class?
Rejoin using the same link, record the time and notify the lecturer. Submit a ticket if a persistent technical problem affected attendance.
### Can I access Moodle on a phone?
Yes, but a laptop or desktop is more reliable for important downloads, forms and final assessment submissions.
### What information should never be placed in a ticket?
Passwords, reset codes, full card details, confidential client material and another student’s personal information.
## Access Student Support
Open the ICPS College Helpdesk
https://icps.freshdesk.com
Login to Moodle
https://icps.studentmoodle.com
Book a Course
https://www.icps.ie/booking
Contact Registry
https://www.icps.ie/contact
WhatsApp Automated Support
https://wa.me/353871732473