Find answers to all the frequently asked questions here!
Your username is your email address.
Click on the ‘forgotten password’ link – we’ll send you an email to reset your password.
Your receipt will be emailed to the email address you provided during purchase. Copies are available in your account online, you can access these at any time:
If you bought two or more, we’ve emailed you a list of unique access codes. Each one is a link that provides one enrolment in the course, and it needs to be activated:
Our courses run on computers, laptops, tablets and most phones. Check you’re using one of the recommended browsers from the list below, make sure its up-to-date and that JavaScript and cookies are enabled.
Recommended browsers:
Note: Microsoft Internet Explorer is not supported
The certificate section is at the end of the course. Once all the required content and activities have been completed, you’ll be able to click on the Certificate to open it. You can print it, and we suggest that you download it and save it to your computer so you have a copy in your records.
Access to courses is for a limited amount of time – usually two months for self-paced courses. Once this access period has expired, you won’t be able to get into the course.
Yes you can - the steps are slightly different depending on whether you're in the shop, or in the courses. The instructions for both, and how to tell, are below:
a. If you’re in the shop pages
How to tell - this has ‘About Us’ and ‘Explore Courses’ menu options at the top:
b. If you’re in the course (or dashboard) pages
How to tell - this has ‘Dashboard’ in the menu option at the top left:
Click on the ‘Need Help?’ menu option at the top and fill out the required information. This includes your name, email address and details of what the issue is so we can investigate.
We need:
Our helpdesk operating hours are Monday – Friday, 9am-5pm (AEST/ADST)*, we’re closed on Victorian public holidays.
We’ll confirm we’ve received your message by the end of the next business day, we aim to fix the issue within 2 business days where possible. If we need more detail, we’ll contact you.
Sometimes we may need more time to investigate and identify what’s causing the technical issue – we’ll keep you updated on our progress and where possible, we’ll give you an estimated timeframe.
*Australian Eastern Standard or Daylight Savings time
Our helpdesk operating hours are Monday – Friday, 9am-5pm (AEST/ADST)*, we’re closed on Victorian public holidays.
We’ll confirm we’ve received your message by the end of the next business day, we aim to fix the issue within 2 business days where possible. If we need more detail, we’ll contact you.
Sometimes we may need more time to investigate and identify what’s causing the technical issue – we’ll keep you updated on our progress and where possible, we’ll give you an estimated timeframe.
*Australian Eastern Standard or Daylight Savings time
We offer limited extensions – usually a maximum of one extension, with a maximum of one month. Extension requests should be submitted at least one week prior to the course expiry date.
We’ll only consider extension requests that are submitted after the course has expired in exceptional circumstances.
To request an extension: please click ‘Need Help?’ and complete the form, including a brief explanation of the reason.
Important note:
Please do not include any details that are personal or confidential. If we need additional information, we’ll contact you directly via email or phone, if you’ve provided your number. In some cases we may request documentation to support your request.
Decision timeline: We’ll try and let you know the outcome within five business days.
Our courses work on computers, laptops, tablets and most phones. Check you’re using one of the recommended browsers from the list below, make sure its up-to-date and that JavaScript and cookies are enabled.
Recommended browsers:
Note: Microsoft Internet Explorer is not supported
We offer limited extensions – usually a maximum of one extension, with a maximum of one month. Extension requests should be submitted at least one week prior to the course expiry date.
We’ll only consider extension requests that are submitted after the course has expired in exceptional circumstances.
To request an extension: please click ‘Need Help?’ and complete the form, including a brief explanation of the reason.
Important note:
Please do not include any details that are personal or confidential. If we need additional information, we’ll contact you directly via email or phone, if you’ve provided your number. In some cases we may request documentation to support your request.
Decision timeline: We’ll try and let you know the outcome within five business days.
FAQs last updated: 28 October 2025