Frequently Asked Questions

FAF!  Find Answers Fast!

Enrolment

How to apply, start dates, eligibility, and required steps.

Courses & Curriculum

Course outlines, lesson format, workload, and learning outcomes.

Pricing & Payments

Fees, invoices, refunds, and payment methods.

Technical Support

Login issues, video playback, downloads, and browser tips.

Certificates & Progress

Completion rules, certificates, progress tracking, and records.

Account & Billing

Profile updates, receipts, subscription changes, and billing info.

FAQ by topic

Enrollment: How do I enrol?

Choose your course, then complete the enrolment form to save your spot. It's that simple!

Enrollment: When can I start after I enrol?

In most cases, you can start immediately after your payment is confirmed and your account is set up. Once payment is processed, your course will appear in the course viewer.

Enrollment: Do you have prerequisites?

Our courses are designed for counsellors looking to fulfil continuing professional development requirements. Any prerequisites are listed on the course page. If you are unsure which course fits your level, please complete the contact form and we can support with choosing a course that supports your learning objectives! 

Courses & Curriculum: What is included in a course?

Each course includes lessons, learning materials, and progress tracking. Courses also include quizzes and assignments, as required by continuing professional development requirements. Some courses may include live sessions. Please refer to the course page for further details.

Courses & Curriculum: How long does a course take to complete?

Each course is of differing lengths depending upon the subject matter. Most courses are a mix of video and assignments as well as an ending quiz for continuing professional development certification. Most courses can be completed within an hour and provide 1 hour's worth of CPD points.

Courses & Curriculum: Are lessons live or self-paced?

The majority of learning is self-paced so you can study anytime. If a course includes live sessions, the schedule will be shown before you enrol.

Courses & Curriculum: Can I access course materials on my mobile?

Yes!  You can access learning modules on your mobile, tablet, or desktop from anywhere that you have an internet connection.

Courses & Curriculum: How do I ask questions about the content?

Contact your instructor under the "Ask Instructor" button once you are logged in, or use the contact form on the website. 

Pricing & Payments: What payment methods do you accept?

We accept common credit card based payment methods as shown upon checkout. Invoices are sent to your nominated email address.

Pricing & Payments: Can I pay in instalments?

If instalments are available, you will see the option during checkout. 

Pricing & Payments: Do you offer refunds?

Refund eligibility depends on the course, completion rate and your purchase date, as stated in our refund policy. 

Pricing & Payments: My payment failed. What should I do?

First, double-check your card details and try again, or use a different payment method. You may also like to try to reset your browser and/or reboot your computer.

Pricing & Payments: Do you offer discounts?

Occasionally, we may run course discounts. When discounts are available, they are shown on the course page or at checkout. 

Technical Support: I can’t log in. How do I fix it?

You can use the “Forgot password” link on the login page to reset your password. If you do not receive the email within a few minutes, check your spam folder.          

Technical Support: I’m not seeing my course after purchase.

You might like to try logging out and back in, then rechecking your dashboard. You may also need to reboot your computer and/or reset your browser cache.

Technical Support: Videos are not playing or keep buffering.

Check your internet connection. If this does not work, you might like to try a different browser, refresh the page and/or rebooting your computer. 

Technical Support: File downloads won’t open.

Make sure your device has the right app to open the file type (PDF, ZIP, etc.). 

Technical Support: How do I contact technical support?

Use our contact submission form for the fastest support. 

Certificates & Progress: Do I get a certificate when I finish?

All courses include a certificate to be used for your continuing professional development submission to your peak body of accreditation. This certificate is made available for download once you have successfully completed your assessment questions. 

Certificates & Progress: How do I download my certificate?

Go to your course progress area and look for the certificate link. Your certificate will be available once you have successfully completed the assessment questions.

Certificates & Progress: Why is my progress not updating?

Your course progress updates when lessons are marked complete and your internet connection is stable. If this is not the case, try refresh your internet page and/or log out and then back in again to the course. 

Certificates & Progress: Can I retake quizzes or redo assignments?

Our courses allow retries, and any limits are shown inside the course viewer.

Account & Billing: How do I update my email or password?

Go to your account settings to update your login details. If you cannot access settings, use the submission form to get in contact with us.

Account & Billing: How do I update my payment method?

You can update your payment method in your billing settings. 

Account & Billing: Where can I find my receipts or invoices?

Receipts are usually available in your billing history or sent to your nominated email after purchase. 

Account & Billing: How do I cancel a subscription?

If you are on a subscription plan, you can cancel future renewals by accessing your billing settings. 

Account & Billing: I was charged but I don’t see access. What should I do?

Check that you are logged into the correct email account used at checkout. You can also use the confirmation email that was sent to the email address used to access and purchase your course.
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Support hours (local time)
Email: Our support hours are Monday to Friday 9AM to 5PM Australian Eastern Standard time.
Our typical response time is within one business day. 

Use this contact form to send us a message and we will endeavour to email you within 24 hours.

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