How can we help?
I did not receive my verification code
Check your spam folder and confirm the email address. Wait 60 seconds before resending. Use only the latest code.
I cannot access a purchased course
Sign in using the email on your order. Check the order status and access period. Include your order number when contacting support.
How do I receive my certificate?
Complete the required lessons, pass all assessments and finish the course. Eligible W3 completion certificates appear under Certificates.
Contact the academy
Get back to learning
Use the guidance below before sending a request. If you still need help, include the course name, the email used for your account, your order number where relevant and the exact message you see. A screenshot can help, provided it contains no passwords, one-time codes or payment details.
My code has expired or does not work
Verification codes last five minutes. Use the most recently requested code in the same browser where you started registration. Wait at least 60 seconds before requesting another code. After too many unsuccessful attempts, wait and start again. Check that the email address is correct.
I created an account but cannot sign in
Use the same email address you verified. If you cannot remember your password, use account recovery. Staff accounts may also ask for an authenticator code or recovery code. Support will never ask you to send either code.
I paid, but my course is not available
Check My orders for the payment status and make sure you are using the account associated with the purchase. Pending or failed payments do not provide course access. If your bank shows a debit while the order is incomplete, contact us with the order reference before paying again.
A lesson or video will not load
Check your internet connection, refresh the lesson and try a current browser. Confirm that your course access has not expired. Tell us the lesson title, device, browser and error message. If a video is hosted by another provider, your network may need to permit that service.
I need an accessible format or adjustment
Tell us which course or activity creates a barrier and what would help. Contact us before purchasing if an adjustment is essential to your participation. We will discuss available formats and practical arrangements; any change to an assessed activity must preserve the course’s learning requirements.
Can I change my account email or certificate name?
Contact support from your registered email. Explain the correction you need. We may request proportionate information to establish account ownership before changing a record. Do not create duplicate accounts to move a purchase or certificate.
I disagree with an assessment result
Read the assessor’s feedback and the published criteria. Send the assignment name, submission date and the specific point you would like reviewed. We will consider the evidence and explain the outcome. Do not send another learner’s work.
How do I make a complaint?
Use the support form and identify the issue, relevant dates, any earlier contact and the outcome you are seeking. We will review the matter and provide a response or explain what further information is needed. If it remains unresolved, you may use any applicable external complaint route.
For payment cancellation and refund requests, read the refund and access policy. For personal-information requests, read the privacy notice.