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Walled Garden Support

Walled Garden Support Hub

Resources for our secure customer administration platform

Walled Garden has been specially developed to enable City & Guilds- and ILM-approved centres to carry out a range of day-to-day functions quickly and efficiently. It is the quickest method of registering and administering candidates.

Our support information will help you use Walled Garden for many different centre administration tasks, including:

Not an approved centre? Apply to be a centre and work with us.

How to log into and manage your Walled Garden account

Logging into Walled Garden

How to log into Walled Garden

To log into Walled Garden you will need to enter your email as your username and then enter your password.

Before clicking the Sign in button, you must first accept the Terms and Conditions by ticking the box. You will not be able to log in until you have accepted the terms and conditions.

Problems with logging in

First check that both the username and password fields are filled in correctly:

  • Your username is your email, previous numerical usernames are no longer valid.
  • Password entry is case sensitive.

If you are still unable to log in, you can reset your password using the problems logging in link on the login page.

Check out our step-by-step video guide on how to log into Walled Garden.

Managing user settings

User profiles

There are five different user profiles available on Walled Garden

  • Primary users can create and amend centre user accounts and update centre details and preferences. They have full Walled Garden access rights for all order types and reports. You can have a maximum of three primary users.
  • Secondary users can place all order types and view all reports.
  • Tutor users can place SmartScreen and Publication orders, schedule e-volve examinations and manage SmartScreen subscriptions.
  • Finance users can view financial, order and candidate result reports but cannot place orders.
  • Read only users can browse the catalogue but cannot place orders.

For more information on the different user profiles and their roles read our User Profile Summary Guide.

Updating user settings

To update your personal user settings on Walled Garden you will need to click on the three gears icon in the top right corner of the screen.

This will open a pop-up box with three different sections:

  • Your profile: update your personal details.
  • Security: change your password.
  • Help: support with issues and problems

For more information check out our step-by-step video guide to managing Personal User settings.

Manage Walled Garden users

You can add as many users to your Walled Garden account as necessary. However, these details can only be viewed and updated by the centre’s Primary user(s).

To add, edit or delete users, on the Walled Garden homepage click on Settings on the initial navigation bar. Then, in Centre settings select the Manage Users tab.

Once you have finished your updates and submitted the request, a confirmation message will appear, and the update will be processed within 24 hours.

Please note that if your organisation is made up of multiple centres, if you are a user under the main centre, you will be able to select your sub centres to view the relevant information. If you work with both ILM and City & Guilds you will have the option to choose between them.

Please note that if you are a main centre, you will have the option to select your sub centre to view the relevant information and if you work with both 

For more information check out our step-by-step video guide to managing Walled Garden users.

Managing centre settings on Walled Garden

You can manage all centre settings by clicking settings on the first navigation bar of the Walled Garden and then going to the Centre Settings section.

To update centre address details, select the Centre Details tab which will show address details for the centre, billing, questions papers and delivery of materials.

Different users have different permissions at this stage:

  • Primary users can edit all addresses.
  • Secondary users can only edit delivery address.
  • Finance users can only edit billing address.

To edit an address, click on Edit address next to the address you want to change.

This will open a pop-up box in which you can update the desired address before clicking Save changes once all mandatory fields are completed.

To add a new delivery address, click Enter a new address under the address bar to open a pop-up screen with address fields to complete.

If you want this to be your default delivery address tick the box under address details.

Managing centre preferences

To manage your centre preferences, select the Centre Preferences tab in the Centre Settings of the navigation tab.

All users can view the details but only two can edit:

  • Primary users can edit all fields.
  • Finance users can edit the invoicing field only.

There are five things that can be changed:

  1. Invoicing – Choose how you receive invoices and how often you receive them.
  2. Certificates – Choose how often you receive certificates.
  3. Certificate of Unit Credit Opt In/Out – Choose whether you would like certificate of units to be printed on certificates.
  4. Results List – Choose whether to receive the candidate results list along with the certificates.
  5. Notification of Candidate Results On/Off – Choose if you wish to be notified when students have failed in a certification.

Make any changes and then click Save changes at the bottom of the screen.

For more information watch our Centre Details and Preferences video.

Registering new learners

To register a new candidate, on Walled Garden homepage click ‘Catalogue’ on the navigation bar.

Once you are on the Catalogue page select ‘Candidate management’ from the second navigation bar.

In the Candidate management section of the page select Create new candidate and follow the instructions.

Note: In order for your learners to be eligible to receive digital credentials, please ensure that you add your learner’s email address during registration.

If you work with both City & Guilds and ILM, you will need to select the appropriate organisation from the drop-down menu at the top of the page.

Find out more in our Registration journey video.

How to book assessments and enter results

Essential information for managing your assessments in Walled Garden, including booking assessments, invigilation and entering results.

How to book assessments in Walled Garden

  1. Go to the homepage and select Catalogue from the navigation bar and then click on e-volve scheduling.
  2. Add candidates to your order using one of the options on the drop-down menu and then click continue.
  3. On the next screen there are six columns you will need to fill in for each learner:
    • Qualification: choose the qualification the learner is working towards
    • Assessment: choose the assessment from the list and click the plus button in the Add Exam column if you are booking more than one
    • Date: Enter the date either by typing it in or by using the pop-up calendar
    • Time: Enter the appropriate time
    • Installation ID: choose the correct Installation ID
    • Invigilation Type: choose between ‘Centre Invigilated’ and ‘Remote Testing: Invigilated’.
  4. Once all the details have been entered click Continue to go to the Checkout screen where you will be able to review your order and enter your PO/reference number.
  5. Within 15 minutes the status of your order should be confirmed and a Keycode will appear in the Keycode field.

Remote Invigilation

If you would like to book a remote invigilated exam, you can do this while booking the assessment in the e-volve scheduling section of Walled Garden.

When filling out the assessment details for each learner you will need to select the Remote Testing: Invigilated option in the Invigilation Type field.

To check the availability of tests within a time slot, select the Click here for Remote Invigilation Time table link. The timetable will open in a new window and show how many tests are available for a particular time slot.

There are 3 slots per day for Remote Invigilation Tests to be taken. Only one test can be booked for each available slot and for one candidate at a time.

Once the remote invigilation has been scheduled, complete your order as normal.

Please note that exams booked for Remote Invigilation must have at least 5 working days between the date you make the booking and the intended date of the test.

Candidates will receive an email with the invitation to their test 2 working days after you place the booking in Walled Garden.

How to create a results entry

For any internally assessed assignments, centre-devised exams or portfolios you will need to create a results entry on Walled Garden. This is managed via the Catalogue.

In the Catalogue, choose the appropriate qualification from the Approved qualifications table or by searching the qualification name or code in the Search Catalogue field, and then click ‘Place an order’.

In the Select order type section, select ‘Results entry’ and then in the Unit or assessment available section, select the required combination of qualifying units and then click ‘Continue’.

Select the correct candidates using the drop-down list, click ‘Add to order’ and then ‘Continue’.

Select the relevant grade (P for pass, X for fail, M for Merit, D for Distinction) from the drop-down menu in the product/grade column next to each candidate’s details and click ‘Continue’.

Enter your purchase order number or order reference on the checkout screen, and then submit your order.

For more information on how to create a results entry, follow the step-by-step process in our Walled Garden User Guide.

More Walled Garden support

Explore our comprehensive guides, FAQs, technical support, troubleshooting tips and more.

Walled Garden frequently asked questions

Walled Garden support documents


In the first instance, please consult the Walled Garden user guide or the Walled Garden FAQs to find a solution to the problem.

If you need additional support, please contact Customer Support.

How to contact us

If you are experiencing a problem with Walled Garden that you are unable to resolve through your IT support, please contact us.

Customer Support


01924 930 800

08:00 to 18:00 Monday to Friday

International centres

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