Help and Support
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Browse our help and support guides for answers to common questions.
General help and support
Not received your password reset link? Try the following steps:
Make sure you are using the email you signed up with
Check your spam/junk folder
Try requesting a reset password link one more time
If that doesn’t work or you need additional help, you can contact Tech Support by completing this form:
If you’ve entered your account password incorrectly more than 10 times, your account will be locked for security reasons.
To unlock your account, you can get in contact with Tech Support by completing this form:
Not received your password reset link? Try the following steps:
Make sure you are using the email you signed up with
Check your spam/junk folder
Try requesting a reset password link one more time
If that doesn’t work or you need additional help, you can contact Tech Support by completing this form:
Your safety and the safety of others is our number one priority.
We ask you, and all other young people, to take the time to read and agree to our Young Person Code of Conduct before your first Prince’s Trust session.
These guidelines look at what you can do to support a safe and positive experience for all. They also explain what you can expect from us, so you can let us know if any of our staff, young people or volunteers are behaving in a way that doesn’t feel right.
Youth Development Leads are the members of the Prince’s Trust team who are responsible for the delivery of our courses and providing our young people with one-to-one support where it is needed.
While learning with us, you will be matched with a Youth Development Lead as your main point of contact.
If you need support with a specific action on the Learning Hub, you can contact your Youth Development lead directly via email.
Examples might include:
I need support with completing a form
I need support with a learning activity
If you notice something isn’t working right with the Learning Hub, you can ask for tech support by completing this form:
https://forms.office.com/r/hPtELJm3PU
Examples might include:
I’m having trouble loading a page
I’ve completed a form but it won’t submit
Once you’ve been accepted onto a course, email will be the main way we contact you with information and updates.
This may include workshop and session reminders, as well as important information on actions you need to complete.
Make sure you check your inbox regularly, so you don’t miss anything. Check your spam/junk folder if you think you’re missing an email.
If Prince’s Trust emails keep going into your junk/spam folder, you can use your settings to move our emails into your inbox. This will add us to your email ‘safe list’ and help to ensure you don’t miss any further emails.
How to move junk emails to inbox in Microsoft Outlook
On a desktop computer:
Log into your account Outlook account
Go to the Junk Email folder
Select an email or multiple emails that you want to move
Right-click on it, and then select Move > Other folder
Select Inbox from the list so it will be moved to that folder
Check the Inbox folder and see if the emails will appear from there
On a mobile phone:
Log into your Outlook account
Go to the Junk Email folder
Open the email you want to move
Tap the three dots in the top right of the screen and select Move to folder
Select Inbox from the list so it will be moved to that folder
Check the Inbox folder and see if the emails will appear from there
How to move junk emails to inbox in Gmail
On a desktop computer:
Log into your Gmail account
Go to the Spam folder
Select the email you want to move (so the box on the left has a tick in it)
Select Move to in the task bar at the top
Select Primary from the list so it will be moved to that folder
Check the Primary folder and see if the emails will appear from there
On a mobile phone
Log into your Gmail account
Go to the Spam folder
Open the email you want to move
Tap the three dots in the top right of the screen and select Move to
Select Primary or Inbox from the list so it will be moved to that folder
Check the Primary folder and see if the emails will appear from there
You can browse our available courses here.
Before you choose a course, ask yourself the following questions to make sure it’s a good fit:
Is the course running in my region? e.g. Manchester
Am I eligible for this course? Eligibility criteria are included on course information pages on the Learning Hub
Am I available at the time the course is running?
Do I have the right technology to take part? You’ll need to be able to easily access to reliable internet and a desktop or laptop computer.
If you would like help to find a course or want to talk to us about the support we can give you, get in contact with us to discuss your options.
You can also:
Find out more about our other courses available to you
Explore other tools and resources to help you boost your personal development
Find other organisations that can support you
This is a 60-minute group session hosted on Microsoft Teams.
On the session, you’ll be joined by other young people who have chosen to explore this opportunity along with the Prince’s Trust team that will be running the course.
This is your chance to learn more about the course and what’s involved:
We’ll look at:
Key milestones during the course and what you can expect
The sector and types of skills the course will help you to explore
The employer partner opportunity available to you
As well as the practical stuff, such as course schedule and the different tools you’ll need to use during your time with us and what you need to do after the session, whether or not you decide the course is right for you
We ask all young people to complete a Profile form before they start on a course with The Prince’s Trust.
This is a short form that builds on the information you’ve already shared with us. This helps us to make sure we have everything we need to get you started.
If you need some help completing the form, or would like to complete this over the phone, you can get in touch with your Prince’s Trust Youth Development Lead.
We want to offer you the highest standard of support possible, to help you progress as a person and come away from your time with us feeling positive.
If you’re ever unhappy with the quality of support being provided by the Trust or have a suggestion on how we might improve our courses, we want to know.
You can submit feedback and complaints in two ways:
To share any feedback that might help to improve the course you’re participating in, contact your Youth Development Lead or use our feedback form.
To share feedback and/or complaints in relation to any issues you have with standard of support you’re receiving, that can’t be resolved by staff, use our feedback form.
Using Microsoft Teams
All our sessions and workshops are hosted on Microsoft Teams.
We will send you reminder emails before each session or workshop – with instructions on how to join.
If you’re planning to join the on a mobile or tablet device, you’ll need to download the Microsoft Teams app before you complete the steps below.
Follow the steps below to join a call:
Step 1: Click the call link in the reminder email
After you click join, you can adjust your video and audio settings. Once you’re happy, click ‘join now’.
Step 2: Once you’ve joined, you’ll be added to a waiting room - sit tight!
Step 3: Our team will let you in to the session when it’s ready to start
Please make sure to join the session on-time. This will help to make sure you don’t miss anything.
Microsoft Teams has lots of features to help you enjoy and participate in our sessions and workshops.
During a call, you can:
Use your camera – we recommend turning your camera on during calls but if you don’t feel comfortable having your camera on, that’s OK too
Use your microphone to speak. Remember to switch your microphone off when you’re not speaking. This helps reduce background noise
Send and receive chat messages
Raise your hand. If you’ve got a question, you can signal to the meeting organiser that’d you’d like to speak
React to chat messages. Like what someone’s said? Give them a thumbs up.
Switch on live captions so you can follow what someone’s saying
If you need any help using Microsoft Teams, you can speak to your Youth Development Lead directly OR for further guidance on how to get the most of Microsoft Teams, check out these user guides from Microsoft:
Guidance for Get Into courses
The help and support guidance in this section is for Young People interested in or currently attending a Get Into course (e.g. Get Into Digital Careers).
You can find guidance for Explore Enterprise courses in the section below this one.
Follow these simple steps to book a Get Into Digital Careers Information session:
You’ll need to be aged between 16 and 30 to sign up for an account. Please also make sure the information you share with us is correct and up to date.
Find a course you’re interested in
Click the ‘Book an Information session’ button
Complete the booking form
As you do this, take some time to look at our Young Person Code of Conduct.
It’s important that you read and understand the Code of Conduct to help us build a safe and positive experience for everyone at The Prince’s Trust.
If you attend one of our Information sessions and decide you would like to progress with the course, your next step will be to share some additional information with us.
This involves completing a short form (if you have already attended an Information session, you should see this when you log into your Learning Hub account).
This form is in addition to Profile form (see the What is a Profile form? section on this page)
This is an important step as it helps us get to know more about you so we can set you up with the right support.
This form will take about 10-15 minutes to complete on the Learning Hub. We will ask you about:
Your current employment situation
Your educational background
Your health and personal support needs
Your current circumstances
Emergency contact details
After you complete the form, we will review your details and come back to you via email within 5 working days with information on what happens next.
If you decide this course is not right for you…
Do not worry. We offer a range of other courses and support, so do not be put off. We are here to help you find the opportunity that is right for you.
If you would like to find out more about our other opportunities, or want to ask us any more questions about this course, you can:
Make a general enquiry about what we offer
Browse the Learning Hub Home Page for new courses
Find out more about other Prince’s Trust courses available to you
Explore other tools and resources to help you boost your personal development
Find other organisations that can support you
If you decide you would like to progress onto one of our courses, you may be asked to upload some identification documents (ID) to the Learning Hub to help us confirm the information you’ve shared with us is correct. To confirm your information, we collect documents that show:
A photo of you
Your full name
Proof of your current address (dated within the last 3 months)
Your date of birth
Right to work in the UK
We check your right to work in the UK to help us understand your eligibility for the course – you will also need to give this information to any potential employers when applying for jobs in future.
To do this, we’ll ask you to upload photos of the following documents:
1. A document that includes a photo of you (photo ID)
You will be asked to choose which type of photo ID you wish to upload on the next page, e.g. UK driving license (full or provisional) or a UK passport.
2. A selfie of you holding your photo ID
3. Additional documents to collect any information that does not appear on your photo ID.
This can include information like:
Proof of your right to work in the UK
Proof of your current address (dated within the last 3 months)
4. Benefits letter
If you’re receiving one or more UK benefits, we’ll also ask you to upload your benefits letter. If this applies to you, you’ll need to upload a photo of every page of your letter.
If you do not receive one or more UK benefits, you won’t need to do this.
See the full list of accepted ID documents below:
If you do not have the identification documents (ID) we need to confirm your information, you will need to speak directly with your Youth Development Lead.
Haven’t received or misplaced your Youth Development Lead’s email address?
Please get in touch using one of the options on our Contact Us page and we will do our best to connect you with your Youth Development Lead as soon as possible.
If you’re accepted onto one of our courses, you’ll get access to a course resources page (you should see this page when you log into your Learning Hub account).
You can use this page to navigate to and complete learning activities in your own time between workshops.
You’ll need to return to this page at different times during your course, so we suggest saving this page in your ‘favourites’ so that you can easily find it again.
Our Youth Development Leads will also share a link with you at the end of each certain workshops. These links will direct you to learning activities that will help you to build on what you’ve learned in the workshop.
Remember, you can only access this page if you’ve been accepted onto a course.
If you have attended an Information session you will have been matched with a Youth Development Lead as your main point of contact.
You can contact your Youth Development Lead directly using the email address they shared with you after the Information session.
If you have not received or misplaced the email address, first try searching for an email in your inbox (including spam/junk folders) with the subject line 'Your next step.'
If this doesn't work, please get in touch using one of the options on our Contact Us page and we will do our best to connect you with your Youth Development Lead as soon as possible.
Guidance for Explore Enterprise courses
The help and support guidance in this section is for Young People interested in or currently attending an Explore Enterprise course.
You can find guidance for Get Into courses (e.g. Get Into Digital Careers in the section above this one.
Follow these simple steps to sign up for a Prince’s Trust account:
Important: You’ll need to be aged between 16 and 30 to sign up for an account. Please also make sure the information you share with us is correct and up to date.
Click the sign up button
Complete the sign up form
Check your inbox for a link to activate your account.
Click on the link from your email
Make sure to check your spam/junk folder if you can’t find your account activation email.
Once you’ve signed up for an account on the Prince’s Trust Learning Hub, you’ll need to activate it before you can log in. Follow these simple steps:
When you sign up, we’ll send you an email with an activation link.
The link will expire after 72 hours (3 days). After this time, you’ll need to request a new link if you haven’t activated your account.
Click on the link in the email
Log in using the email address and password you used when you signed up
Make sure to check your spam/junk folder if you can’t find your account activation email.
Before you confirm your interest in a course, we’ll ask you to watch an information video. These videos give you a chance to learn more about a course so you can make an informed decision on whether it’s a good match for you.
Follow these steps to find and watch the information session for your course.
Sign up for a Prince’s trust account
Log in to view the course information page
Watch the information video
You must watch the full video before you can confirm your interest in a course and move onto the next step in your journey.
Once you’ve confirmed your interest in one of our courses, we’ll ask you to complete a form to share some details with us.
We’ll ask you about the following:
Your current employment situation
Your educational background
Your health and personal support needs
Your current circumstances
How you found us and emergency contact details
The form takes about 10 minutes to complete.
Why do we ask for this information?
We ask for this information to help us understand if the course is a good match for you. It also helps us to make sure we can give you the right support to achieve your goals and outcomes.
We also use some information for reporting that helps us to improve our programmes and get funding (which means we can keep the course free for young people) - this is always totally anonymous.
If you’re accepted onto one of our courses, we’ll also ask you to confirm your age. We need to make sure your age meets our course criteria before we can accept you onto the course.
We’ll ask you to share 2 things:
A photo of your ID. You may use one of the following documents:
Passport
Driving licence
Birth certificate
Any other government approved ID with your date of birth on it
A photo of yourself holding the same document where you can clearly see your face and the ID document.
You can confirm your age by replying to your course acceptance email with the photos attached.
If you don’t have a valid ID document or you have any questions about providing a photo of your ID, you can get in touch with your Prince’s Trust Executive.
We promise to keep your information safe. You can read our Privacy Policy to find out more about how The Prince’s Trust protects your personal information.
When you’re accepted onto your course, we’ll email you a link to your course resources page.
This page includes information on:
Reading our Young Person Code of Conduct
Resources to support your learning
You’ll need to return to this page at different times during your course. We suggest saving this page in your ‘favourites’ so that you can easily find it again.
If you can’t find this link, log into your Prince’s Trust Learning Hub account and it’ll be the first thing you see.
Remember, you can only access this page once you’ve been accepted onto a course.