The academy aims to acknowledge support requests within two business days. Complex payment, accessibility, or technical investigations may require additional time.
Help us investigate efficiently
Include the email address on the student account, the page or lesson involved, what you expected, what happened, and any visible error message. A screenshot may help if it does not expose private information.
Never email your password, authentication code, complete payment-card number, banking credentials, passport, medical record, or other unnecessary sensitive information. The academy will not ask for those items by email.
Choose the right subject
Account or accessSign-in, confirmation email, invitation, progress, or revoked accessPayment questionCheckout, duplicate charge, receipt, or payment statusRefund requestInclude purchaser, student email, and approximate purchase dateAccessibilityReport a barrier or request an alternative formatLesson issueAudio, animation, written content, assessment, or workbookCertificateCompletion status, name correction, printing, or verification
Before contacting support
- Confirm you are signing in with the email used for enrollment or invitation.
- If you have forgotten your password, use the secure password-reset page. Never send your password to academy support.
- Refresh the page and try a current version of Chrome, Safari, Firefox, or Edge.
- For audio, confirm the player is not muted and the browser has permission to play sound.
- For payment questions, check whether Stripe sent a receipt and whether the charge is pending or completed.
Policies
Review the Refund Policy, Privacy Notice, Accessibility Statement, and Certificate Scope for the rules that apply to common requests.