Help

Course Issues

#issue17

I completed the course, but I don't have a certificate

How and where to locate your certificate:

After completing the course, the certificate should be in your inbox automatically. Please remember to check your spam folder.

 

If you are sure that the certificate is no email folders, then it still might be processing. This usually takes no longer than 15 minutes. If after this time you still do not have the certificate in your inbox, you should head down to the Certificate page and see your status - you can quickly access it here:

 

My Certificates

 

If you do not see a place where to download your certificate that means it has not been issued.

If you are sure you passed the course and are without a certificate, please contact our Customer Support

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#issue18

I forgot to complete the course and the deadline has expired

Course deadline rules:

If it has not been more than 7 days since the course expired, then we offer an extension of 30 days for half of the course price.

 

The extension requires manual handling; therefore, please contact our Customer Support

 

Please note: our system automatically sends out a course reminder 14 and 7 days before the deadline.

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#issue22

The name on my certificate is wrong

Correcting errors on a certificate:

Without manual intervention, there’s no possibility to change the information on the certificate after it has been issued.

 

The certificate will have to be re-issued, please contact our Customer Support

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Technical Issues

#issue19

I’ve forgotten my password

How to reset your password:

We usually send out passwords together with the welcome email, but you can simply reset your password by clicking on:

 

Reset Password

 

Please note: You will need access to the email that is tied to your profile at our website. Please pay attention to the expiration date of your course as your account is automatically deleted 1 month after it. The reset will not work in that case.

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#issue21

I can't change my email

Changing your profile email:

If you did not purchase the course yourself, then you will not be able to change your email. This is due to the fact that when an employer provides us with an company email, then we tie it to the certificate and issue it only to that one email.  

 

If you want to change your email address, please reach out to your employer or training manager. 

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#issue23

I lost my certificate

Finding a lost certificate:

We do not keep copies of the certificates in our system, but we still might be able to locate it in our mailing database.

 

This will require manual handling, please contact our Customer Support

 

Please note: If we register that we have issued a certificate and it has been sent to your mail successfully, then it becomes your responsibility to keep track of it. We do not guarantee that the certificate will remain in our system after your course has expired.  

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#issue24

I think my computer is too slow to run the course

Requirements to run a course:

As minimum, we recommend to have a device that has a resolution no smaller than 1024x768 and the latest version of Google Chrome installed. We guarantee a smooth experience with Google Chrome and thus if you’re using Microsoft IE or Edge, Opera, Apple Safari, or Mozilla Firefox there’s a possibility to encounter issues.

 

Due to the high amount of video and audio content in the course, we recommend a minimum bandwidth of 2Mbps which translate to a load time of 1-2 seconds for a section. With a lower bandwidth the waiting time can be significantly increased.

 

To run the course on your PC the minimum requirements are:

 

  • Windows 7, Windows 8, Windows 8.1, Windows 10 or later; OS X Mavericks 10.9 or later
  • An Intel Pentium 4 processor or later that's SSE2 capable

 

Please be sure to report any problems with the course or website to our Customer Support

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Payment Issues

#issue20

I can’t decide which payment method to use

Payment by card:

If you choose to pay by either debit or credit card, you will be able to start the course as soon as the payment is completed.

 

Payment by card takes place through PayPal - it is not mandatory to have a PayPal account, you can checkout by just using your card. Once the payment is completed, the course should start automatically - if it does not, please head down to the My Courses page and press on the Start button.

 

Payment by invoice:

Invoice payment requires manual handling; therefore, the request for the enrollment might be delayed - during normal working hours it should take no longer than 2 hours. Expect longer delays on holidays and weekends.

 

  • Pick One Student if you want to enroll only one person, that is, yourself - this is the best option for those who were assigned by their employer to complete the course and want the company to be charged with the fee.
  • Pick Several Students if you want to enroll multiple students simultaneously - this is the best option for companies that have multiple employees that need to pass a course. Choosing this options will also earn you a discount depending how many students you enroll.

 

If the invoice should be sent to a company, we will require information about the company as well as a contact person, training manager, or similar. After receiving your request, the invoice will be sent to the respective email and we will make the enrollment(s).

 

If you have trouble enrolling, please contact our Customer Support

 

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