On-Demand Help & Troubleshooting
Difficulty moving forward to the next lesson or chapter:
The course software requires that participants complete each lesson in full in order before moving onto the next lesson or chapter. To solve this issue, make sure that any previous lessons or chapters have a check mark next to them (you can view this on the left side of your screen) to indicate they have been completed. If any are missing a checkmark, make sure to click the "Complete and Continue" button in that lesson - you may need to scroll to the bottom of the page or lesson to find the button. If the lesson is a video and you have not watched it yet, you will need to watch the video and then you will see the Complete and Continue button.
Difficulty submitting a quiz question:
First try refreshing the page and make sure your internet browser is the most updated version. If the question is longer or has multiple options, make sure you scroll to the bottom to find the submit button.
Difficulty logging in or forgot your password:
Make sure you are using the email address that you used when you signed up for the course. You should be able to reset your password by clicking "Forgot my password" when you visit the Online Course Academy login page.
If you don't remember what email address you used when you signed up, you can reach out to us by email at email@example.com and we can look up your account.
Problems with the code quiz:
If you have already completed the course evaluation, you do not need to complete it again. You should have received a six-digit code that was shown onscreen and emailed to you after you submitted the evaluation. If you completed the evaluation and did not receive your code, please email us at firstname.lastname@example.org.
If you have the six-digit code, go back into the training and make sure to click "Complete and Continue" so the "Evaluation and Course Completion Instructions" are marked as completed by the system. Next, go to the code quiz and pick the correct code we provided out of the list onscreen. If you're not seeing the code of having another problem, it may help to refresh the page. If you're still having difficulty, send us an email ASAP at email@example.com - this portion of the training should take only a few minutes. If you're having problems that are taking too much time to resolve, please reach out and we will help you as soon as possible.
Contact form: CLICK HERE
Note: as a small business, we try to respond quickly to issues, but may not be able to provide immediate assistance outside of normal business hours M-F 9am-6pm ET. We value our customers, and do everything we can to assist when issues arise. Thank you for your patience and understanding.
Getting and Viewing Your Certificate
After you complete the course, you will be able to download your CE Certificate right away. At the top left of your screen you will see a button that says "GET YOUR CERTIFICATE NOW!" If you're not seeing this button after completing the code quiz, please make sure you have completed 100% of the course (see image below which shows where to find your "Percentage of Course Completed".
To view your certificate, click on the "GET YOUR CERTIFICATE NOW!" button and you will be able to view, download, and/or print your certificate. If you require a custom certificate with licensing credentials, it may take up to two business days for your CE Certificate to be updated to reflect this information. Please only select this customization if it is required by your licensing board.
Alternatively, you can view all of your certificates for completed On-Demand courses by following these steps:
- Go to your Dashboard
- Click on the person icon in the upper right corner
- Click My Account
- Click Certificates from the list shown on the screen
Other problems or need more assistance
If you're having a problem that is not able to be resolved above or your issue is taking too much time to resolve, please reach out and we will help you as soon as possible. Emailing and describing the issue is one of the fastest ways for us to assist you. If you can include one or two screenshots of the problem, this can also help us to resolve it faster.
Contact form: CLICK HERE
Note: as a small business, we try to respond quickly to issues. Often we're able to reply quickly during normal business hours, but may not be able to provide immediate assistance outside of normal business hours M-F 9am-6pm ET. We value our customers and want to do everything we can to assist when issues arise. Thank you for your patience and understanding.
Make sure you are using the most updated version of your internet browser when viewing our On-Demand courses.
Try using a different browser - the course platform performs well on Google Chrome
Refresh your cache and restart your browser. This is often all you need to resolve basic issues! Try accessing your site in a Private or Incognito window, like Chrome's Incognito Mode, or Firefox's Private Window. This opens a fresh browser window without any extensions or settings blocking your content.
If possible, try a different device.
Try restarting the device
If possible, try a different internet connection! School and/or corporate firewalls occasionally block our video provider.
If you have any questions about our trainings please submit a Contact form or email us at firstname.lastname@example.org
WHAT PEOPLE SAY
"Overall this training was AWESOME!!! Leaps and bounds better than any other Category 2 trainings I have attended in the past through other organizations."
"I really liked the organization of the content and technology, plus the opportunities requiring me to reflect, engage in introspective thinking and learning application. I too liked the visible outline of each chapter and amount of required time."