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Frequently Asked Questions
We want you to have a great experience. We’ve compiled a list of our most frequently asked questions, so you can find the answers you are looking for when you need them.
- Learner Accounts
- Browser/Computer Issues
If you do not see your question under the FAQ below, please contact us with your question at firstname.lastname@example.org
My username/password doesn’t work or I can’t remember it.
Be sure you are typing in the username/password exactly as you did when registering your account. Your username and password is case sensitive, so check to make sure the Caps Lock button isn’t on. Make sure you’ve confirmed your account through the link that was sent to you when you signed up.
If you’ve forgotten your password, you can recover it here.
How do I change my password or personal information?
In the admin sidebar, click on “My Profile” in the Account section.
To change your password, click the "Change My Password" button at the bottom of the page. You can also edit your personal information and preferences here.
Please note that you are required to enter your current password whenever you make changes.
I think I am missing a course; it is not listed under ‘My Courses.’
Your training manager, or whoever has ordered your online training, will have a record of all courses you are supposed to be registered for. Please contact them to confirm your required courses.
They will have to invite you to take training via email or enrolment key. The email invite will be sent to the email address attached to your personal account.
If you don't already have an account, it will be sent to the email address you have provided to your training manager.
Please ensure you have access to this email address, and check your spam folder if you don't see it in your inbox.
My training manager told me to add another course to my account. How do I do that?
Simply log into your account and click on ‘My Courses’. There is a box to enter the provided enrolment key, shown at the bottom of your course list. If you do not have an enrolment key, contact your training manager.
If you’ve been emailed an invitation for a course instead of given an enrolment key, simply click “Accept” on the pending course invitation.
What does my computer need to take your courses?
To take our courses, we
recommend using the latest version of your favorite browser (Google Chrome,
Edge, Mozilla Firefox or Internet Explorer) on your PC or Mac
computer. Newer versions of tablets and smartphones (including iPad, iPhone or
Android OS) with up-to-date browsers can generally access our content,
although older devices may lack the necessary requirements. You will also
need access to a printer, as your certificate can be printed upon successful
course completion, and there are resource documents you may wish to print
before you begin your course.
The webpage won't come up; it just says "Page not found."
Close all Internet browsers (Internet Explorer, Chrome, Safari, etc.) and then open it again. Try typing the website (including www.) in the address bar, instead of using the link from your email or from your favourites list. You may also need to delete your cache.
It's taking a long time to load the course.
Each module is loaded completely before you begin a lesson and if you have a slower connection this may take longer. You may have to delete your cache and should close all other applications or programs that are open.
My screen is blank when I click on one of the chapters; the course won't play.
Do you have the latest web browser version If not, consider updating.
Your browser security could be blocking the course player. If you see a security message, you may have to allow the system to proceed.
Some Corporate "Intranets" have additional security that may prevent course players from functioning properly. Your IT group may need to allow the system to function or you may have to take the course directly through a web browser outside the Intranet.
How do I change the Pop-up Blocker settings on my browser?
When you click on a course lesson, it will open in a new window or tab. You may encounter some difficulty in opening the courses if your browser is set up to block pop-ups. Typically you can solve this problem by allowing (or "whitelisting") the current site in your ad blocker settings.