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Training Managers

​How do I add a user to my organization?

Click on “My Learners” on the sidebar, and either add them individually (+Add) or add several learners at a time with the Upload button. Simply fill in their information, and select which Organization you'd like to add them to. You can also add training directly from here; when they create their account from your invitation, the training will automatically be added to their course list.

If you don't have an email or phone number (or if the information you have isn't up to date), you can send them the login token beside their name. They'll be able to fill in the correct contact information while still being connected to your organization.

Alternatively, you can click on “My Organizations” and click the gold “Add User” button. They will receive an email invitation to join your organization. They will need to sign up for their own account, either with their own email or phone number, but will still be a part of your organization once they join.

How do I distribute my courses to a user?

Click on "Licenses" under the "Courses" section.

Click on “Manage” to send out invites for the course, either through email or via enrolment keys. Course invitations get sent directly to the learner via email; they can accept/decline the invitation in their “My Courses” page.

Enrolment keys must be shared to your learners by you, however you wish to do so. Once the learner receives the enrolment key, they can enter it at the bottom of their “My Courses” page.

What if the user isn't on my learner list, or doesn't have an account?

If you can't find the user on your learner list, you can still invite them to take the course.

Click "Licenses," then "Manage." Enter their email, then click "Add" when the dropdown appears. Enter their name, then click "Send Course Invitations."

They will receive a link to your site. Once they have created an account, they will be able to accept the invitation on their "My Courses" page.

Will my organization's learners' certifications and progress be saved?

Yes! We've made sure that your records and licenses are all in the new site, ready for you to check. You can access digital badges, wallet cards, and certificates right from the site, or on your phone. If you have any trouble, just ask our support team via email or our live chat.

What are login tokens?

This unique token allows your learners to access the accounts that you set up for them and ensures your accounts are linked. Just create a learner, assign their training, and send them their login token. The first time your learners log in with the token, they'll confirm their details and be ready to start the training you've provided.

Learner Accounts

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 are 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.

If you've lost the link, you can resend your confirmation here.

How do I change my password or personal information?

In the admin sidebar, click on “My Profile” in the Account section. You are required to enter your current password at the bottom of the page whenever you make changes.

To change your password, enter the new password in the field above your current password.

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.

Computers and Internet Browsers

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.

Can I do my online training on an iPad or smartphone?

No, our online training is Adobe Flash-based, which is not currently supported by either the iPhone, iPad, or Android OS devices. It will work, however, on other tablets supporting Adobe Flash.

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 favorites 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. 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/history, and should close any other applications or programs that are open.

My screen is blank when I click on one of the chapters; the course won't play.

Are you trying to do the course on an Apple device or an Android device? Our courses use Adobe Flash, which is not supported by iPad or iPhone. Our courses do not run well on Android OS-based phones or tablets, due to the use of Adobe Flash.

Do you have the latest version of Adobe Flash Player installed? If not, please click here to download.

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 allow 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 it entirely, or adjust these settings so that it works the way you want it to.

Certificates

My name or the company name is misspelled on my certificate; how can I change it?

You will need to contact us to make those types of changes. We will also need to update your certificate in our system.

How do I print/export my certificate?

To print certificates, go to "My Certifications" in the sidebar. Click "View" on the certification you wish to print, then either "Export Digital Badge" or "Print Wallet Certificate".

Can't I just do the final exam to get my certificate?

The course is designed to be fully completed before a certificate can be printed, to ensure that the student has adequately reviewed the material. There is no option to only complete a final exam.

I have finished my course, but my status is showing as 'Partially Completed' and I can't print my certificate.

If there is no certificate listed for the course under "My Certifications," your course may not have been fully completed, or you haven't passed the exam with the minimum required exam grade. Check your Course Outline for any missing green checkmarks and retake the exam if necessary. If you have completed all the modules and passed the exam with the minimum required grade, but the modules aren't registering as being completed, please contact us.