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When something goes wrong, you can raise a support ticket from your learner panel, or use the public support form without signing in at all. This article covers both routes, plus the most common account problems and what actually causes them.
Where to find it
- Signed in: click Support in the /learner sidebar. Your tickets live at /learner/support.
- Not signed in: use the public form at /support, available on every training site.
- General questions (not problems) can also go through the site's contact page.
Raising a ticket from the learner panel
- In the learner panel, open Support and click New Ticket.
- Enter a subject (a brief summary) and a description of the issue.
- Pick a category: General, Billing, Refund, Technical, Course Content, or Account.
- Pick a priority: Low, Medium, High, or Urgent.
- Optionally attach up to 5 files, at most 10 MB each. Supported types are images (JPG, PNG, GIF, WebP), PDF, DOC and DOCX, and TXT.
- Click Submit Ticket.
Tracking and replying
- The Support page lists your tickets with a ticket number, category, date, priority, and status. Filter by All, Open, In Progress, Resolved, or Closed.
- Click a ticket to open the conversation. While the ticket is open, new staff replies appear automatically without refreshing.
- Use the reply box to answer, with the same attachment limits as a new ticket.
- When your problem is solved, you can click "Close ticket" on the ticket page yourself.
Using the public support form
Use this when you cannot sign in, for example because of a password, verification, or account mix-up.
- Go to /support on the site where the problem is happening.
- Fill in your name, email, an optional subject, and your message. The form may include an automated spam check.
- Click "Send request". Your message goes to the site's support team, and the reply arrives by email at the address you entered.
Because this form works without an account, submissions do not appear in your panel's ticket list. Watch the inbox you gave instead.
Why did this happen?
I am signed in on one website but another says I am signed out.
Sessions are per website address: signing in on the provider's main site does not sign you in on an organization's subdomain or custom domain, and the other way around. Accounts are also per site, so the same email address can hold separate accounts on different sites. Check the address bar and sign in on the exact site where your account was created, which is usually the one where you bought the course or received the invitation.
I never received my verification email.
First check your spam or junk folder. Then try signing in: an unverified account is taken straight to the verify page, which automatically sends a fresh link if one has not gone out recently and also has a "Resend Verification Email" button. Resends are limited to about one per minute per address. If the site tells you the email is already verified, no email is coming, and you can simply sign in at /login. If you registered on a different site than the one you are checking, the resend will not find your account, so make sure you are on the right website first.
A course disappeared from My Courses.
The usual causes, in order of likelihood:
- Your seat was reclaimed. If your access came through a group or organization seat, a group leader or admin can unassign that seat, which withdraws the course from My Courses. Training you had already completed keeps its completion record.
- Your access period ended. Course access can carry an expiry date set by the provider, and expired enrollments no longer give access.
- You are on the wrong site or account. Because accounts are per website, signing in on a different site (or with a second account) shows a different course list.
If none of these fits, raise a ticket with the Course Content or Account category and include the course name.
Why can't I reply to my ticket anymore?
Once a ticket's status is Closed, the reply box is removed. Tickets that are Open, In Progress, or Resolved still accept replies. If a closed ticket's problem comes back, open a new ticket and mention the old ticket number.
Why was my attachment rejected?
Each ticket or reply allows at most 5 files, each up to 10 MB, and only these types: JPG, JPEG, PNG, GIF, WebP, PDF, DOC, DOCX, and TXT. Anything larger or in another format (for example videos or ZIP archives) is refused. For a large recording, describe the issue in text and mention that you have a video, and the support team can suggest a way to share it.
Related
If nothing here matches your situation, the support form is always open, signed in or not.