If you have a question, that we haven't answered below or still need/want more info, please contact support@resilience-academy.org and we'll do our best to help.
Getting started
- How do I register?
- Why do you ask for my personal details? What do you do with my data?
- How do I pay for courses?
- Can I get a copy of an invoice or receipt for my payment?
- What is your cancellation policy?
- How secure is the payment system?
Courses
- What courses are available?
- Can I repeat a course?
- Are courses available in different languages?
- Can I download a course or work offline?
- The interactive scenarios won't play.
- Will I get a certificate?
- Can I give you feedback?
- Who are the courses for?
Account Settings
- How do I change my username/password?
- I submitted a request to reset my password, but I didn’t receive an email with instructions. What should I do?
Help for organisations
- How do I add or delete users?
- I am registering learners on behalf of my organisation but don’t know all of their details, what should I do?
Getting started
Registering is simple and FREE. Simply CLICK HERE and complete the registration form. Your account will be created instantly and you will be able to purchase courses.
Why do you ask for my personal details? What do you with my data?
We ask for a few details like sector, gender, year of birth, etc to help us monitor use of the platform and to help us determine what courses will be of most use for our learners. We hold your data for the lifetime of your account. We will never share your data with any third party. Your name/details will never be publicly shared. For more information on why and how we store data, please refer to our Privacy Policy.
After creating an account, you can purchase courses by clicking the Buy Now option from the course catalogue. You can pay with a credit or debit card or PayPal, once payment is confirmed you'll have instant access to the course materials. Organisations can opt to pay via invoice. Course subscriptions are released once payment has cleared (this can take up to 14 days to process). Subscriptions are valid for 12 months from purchase date.
Can I get a copy of an invoice or receipt for my payment?
If you pay online, you will receive an email confirmation of your payment once the payment has been processed. If you pay by bank transfer, you will receive an invoice
What is your cancellation policy?
We unfortunately cannot accept any cancellations and do not offer refunds once courses have been purchased. Once access has been granted to a course, there is no way we can revoke it. Please make sure that you select the correct course BEFORE completing your purchase.
How secure is the payment system?
All online payments are made through PayPal which offers a secure and encrypted payment service with leading anti-fraud technology to protect card payments. Payment by invoice should be organised by you/your bank. The security of these payments depends on the sending bank or transfer service provider.
Courses
A full list of courses is available from our Course Catalogue.
You will have access to all the course materials for the duration of your license period even if you complete the course. Your license is valid for 12 months from purchase and allows for three attempts of each interactive scenario. On completion of the third attempt, the interactive scenario will be locked and you will no longer be able to access it. If you wish to repeat a course and re-do all of the interactive scenarios, you will need to purchase a new license.
Are courses available in different languages?
Currently, the full HEAT course is available in English and French. Other courses and languages coming soon.
Can I download a course or work offline?
Course content is not available to download however there are links to additional learning material that may be downloaded. As part of our continual development plan, an offline App is in the pipeline.
The interactive scenarios won't play.
In order to play the videos and interactive content, you will need:
- current version of Google Chrome, Internet Explorer or Safari
- Windows 7+ or OS X+
- Check your browser settings to make sure both JavaScript and cookies are enabled
- Internet connection with 1+Mbps
Make sure to close other tabs, browsers and programmes while streaming your content. It may also help to hard-wire your Internet connection, instead of using a wireless network connection.
You will receive a certificate for every course that you complete. Please note that the name on the certificate will be based on the full name you enter when you register. You can edit your certificate name at any stage BEFORE course completion via your account dashboard. Certificate name changes cannot be made once the certificate has been issued.
Yes! We welcome your feedback. At the end of each course, you will be asked to complete an end of course survey where you can share your feedback on the course content and the platform. If you have additional feedback, or questions that are unanswered in this FAQs section or that can't wait till the end of your course, please Contact Us.
Resilience Academy is for anyone currently based in, or likely to deploy to, a security-challenged environment. All the courses are designed to help learners stay safe during deployment.
Account settings
How do I change my username/password?
The email address you registered your account with is your username. You can change your username and password from your Account dashboard once you've logged in to Resilience Academy. If you've forgotten your password, you can request a password reset via the "Forgot password?" link under the login button.
I submitted a request to reset my password but I didn't receive an email with instructions. What should I do?
- Check your email address. We will send your password reset instructions to the email address you provide, ensure that it is typed correctly and that it matches your account username.
- Check your junk/SPAM folder in case the password reset email has been filtered out or blocked by your spam/junk settings.
If you still can't find it, please contact support@resilience-academy.org and we'll be happy to help.
Help for organisations
How do I add or delete users?
Organisation Admins can add/delete and manage their users via the system backend. Once you purchase the required number of course subscriptions, you will be able to create learner accounts and assign courses to them. If you require additional help, please contact support@resilience-academy.org and we'll be happy to help.
I am registering learners on behalf of my organisation but don't know all of their details, what should I do?
As an Organisation Admin, you can create additional admin accounts to help manage your users. This is especially useful if you have line managers that are responsible for monitoring personnel training but don't have organisational buying rights. Simply create as many admin accounts as you need and delegate the learner registration to the relevant people in your organisation.