Browsers that support Walled Garden

Not Receiving your password reset email

• This is usually due to a spam block on your internet server. Contact your IT department and have them mark all emails from online@cityandguilds.com as safe. 
• If you have a Yahoo or Hotmail account then you can do this yourself by finding the email in your bulk/spam folder; opening it and clicking on 'Not Spam'. This means that all future emails from online@cityandguilds.com will go through to your inbox instead of being flagged as spam and quarantined.

Can't log in to Walled Garden

If you have received your 'Walled Garden user created' email or your 'Walled Garden password reset' email and you have entered your User ID and password to log in you will get one of the following messages:

• Password has expired - this is correct and simply means that you are being prompted to change your password. Follow the instructions in the email sent to you and you will be able to log in from there.
• Invalid login details - This means that either the user ID or password you have entered does not match the details on the email sent to you. Please carefully retype those details and you should get the message above. If you have already changed your password and get this message when you're trying to log in again; this means that the password you've typed does not match what you had previously changed it to. If you've forgotten what  you had changed it to then you could use the self serve password reset facility on the log in page titled 'Having trouble logging in- Click Here?'

Note: New account password is valid for seven days and a reset password is valid for 21 days.

Resetting passwords

The Walled Garden provides the functionality to automatically issue you with a new password.

• First visit the Walled Garden.
• Click on the link 'Having trouble logging in?'.
• Follow 'Password Reset' options.
• Fill in the appropriate details (note Last name before First name!) and then select 'Submit'.
• Upon successful submission an e-mail will be sent to you with your new active password
• As the 'Forgotten Password' screen remains, select 'Cancel' and then enter the active password you have just received back into the login
• For your benefit, upon successful entry you will be requested to change your password. 
• A successful submission will log you into the Walled Garden

Useful tips 

If you receive a message 'Authentication Failed'. Please double check your entries and try again.

If you have recently changed your name, or changed your email, your new details may not be in the system. If this is the case, please contact City & Guilds Customer Relations so we can amend your account and reset your password.

When you are requested to change your password enter your active password that has been sent to you via email into the 'Old password' field. Then enter your new password twice. This is case sensitive and alpha numeric and must be between six to eight characters.

If you require any other assistance please contact City & Guilds On-line Services for advice and support (09:00 - 17:00 UK time)

Order Confirmation

Order confirmation reports are sent to centres advising when an entry has been made into the City & Guilds system. We have listed the error messages that may occur to provide you with further explanations of what might be happening.

Contact details