Support

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 the course; it is not listed under ‘My Courses.’

We have a record of the course you are supposed to be registered for. Please contact us to confirm.

You will receive an invite to take the training via email. The email invite will be sent to the email address attached to your personal account.

Please ensure you have access to this email address, and check your spam folder if you don't see it in your inbox.

What does my computer need to take your courses?

To take our courses, we recommend using the latest version of your favorite browser (Internet Explorer, Mozilla Firefox or Google Chrome) on your PC or Mac computer. At this time, tablets and certain smartphones (including iPad, iPhone or Android OS) cannot access our training as they do not support Adobe Flash. You will also need to have the latest Adobe Flash Player. The course will auto detect if you do not have it and a link to the download will be provided. 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 chapter is loaded completely before you begin a lesson, and if you have a dial-up connection this will take longer than if you have a high-speed connection. 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.

Your browser security could be blocking the course player. First do a cache clean, then watch for these security messages:

Internet Explorer 10: Is there a pop up at the bottom of the screen that says “Only secure content is displayed”? You will need to click “Show all content”. In older Internet Explorer versions the pop-up asks “Do you want to allow ONLY the content that was downloaded securely?”. You must click “NO”. If you click “Yes” you are asking the browser to block the content. If you have already chosen "Yes", clean your cache and choose "No" when you see the security message.

Mozilla Firefox: A shield symbol appears in the address bar (top left). You must left-click on the shield, and disable protection on the page.

Google Chrome: A shield symbol appears in the address bar (top right). You must left-click on the shield, and allow the unsafe script to load.

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.

In Internet Explorer, Pop-up Blockers are typically turned on and set to the medium setting, which means it will block most automatic pop-ups. The default settings for the pop-up blocker allows you to see pop-ups that are opened when you click a link or button on a website.

Pop-up Blocker will also play a sound and show the Information Bar when a pop-up is blocked.

• Open Internet Explorer.
• On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings.
• Turn off the Internet Explorer Pop-up Blocker to disable entirely, or else adjust these settings so that it works the way you want it to.