On this page
1. Identify the issue before writing
For missing course access, first check My Courses, clear search and confirm the account associated with your access. For an ebook, check My Ebooks. If the content opens but a lesson or assessment causes trouble, record its exact title and the visible result.
For a certificate question, note the course title, the completion state you can actually see and any unmet requirement listed with the course. Do not assume that opening every lesson, attending a call or owning a bundle automatically satisfies certificate requirements.
2. Select the matching support category
Open Help & Support in the academy sidebar. The form provides a Category menu, Subject and Message. Review the identity fields above the message area so support can associate the request with the intended account.
| Category | Use for |
|---|---|
| Course Access | An expected course is missing or cannot be opened. |
| Certificate | Certificate eligibility, a missing certificate or incorrect certificate information. |
| Technical Issue | A specific lesson, page or control fails. |
| Billing & Payments | A charge or payment question. |
| General Question / Other | A question that does not fit the more specific choices. |
3. Include the facts support can act on
- Exact course, lesson or assessment title.
- Where you were and what you selected.
- Expected result and actual result, including exact error text.
- Attempt date and time, device and browser.
- What you already tried, such as clearing the library search.
For a certificate issue, include the visible completion state and the specific requirement you want clarified. For a billing question, use the relevant order reference when needed. Keep passwords, verification codes and payment-card details out of the request.
4. Review the request and send once
Subject: Certificate question for [course title]
Message: I can open this course, but I cannot find a certificate. The course currently shows [exact completion state]. Please confirm whether a requirement is still outstanding and where an eligible certificate becomes available. I checked on [date and time] using [browser and device].
Replace bracketed text with your own observations before using Send Message. Then look for the actual submission result. If no confirmation appears, note that result before repeating the action. The form shown does not include an attachment control, so write the relevant error directly into the message.
5. Follow the answer for that course
Use the course-specific requirements and destination provided in the response. If support asks for more context, reply with the requested detail through the appropriate channel. A general certificate reference elsewhere in the academy does not establish that every course offers one.
The page displays a response estimate of 1–2 business days. Treat it as an estimate rather than a guaranteed resolution time; more involved access or completion questions may require follow-up.
Common questions
Where is the certificate download button?
This guide does not assume one universal location. Use the course’s actual eligibility and certificate instructions, or ask under the Certificate support category.
Does buying a course guarantee a certificate?
Do not assume that. Confirm whether the course offers a certificate and which completion requirements apply.
Can I attach a screenshot to this form?
No attachment control is visible in the captured form. Include the exact error and context in the message; use a supported channel if support later requests an image.
What if I cannot tell whether the request sent?
Inspect the actual submission result and note any error. Avoid repeatedly submitting the same request without checking the result.
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