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Account & Course Access Help

Sorry you’re having trouble accessing your account or courses — we know how frustrating that can be, and we appreciate your patience. 

After recent website updates, some students experienced issues logging in or accessing course content. While most of these issues have been resolved, we know some students may still be experiencing problems. That’s why we’ve put together a few troubleshooting tips that may help.   

Extensions may be available for impacted students depending on course and state requirements. If your course qualifies for an extension, we’re happy to help — please contact us for assistance.  

Need to reset your password?

You may occasionally be asked to reset your password to help keep your account secure. Or maybe you forgot your password, or simply want to create a new one. Either way, follow these steps:

  1. Select “Forgot Password?” on the login screen.

  2. Enter the email address associated with your account.

    • Please note: If you submit multiple reset requests, only the most recent request will remain active.

  3. Check your email for a reset link and select “Reset Password Now.” Please note:

    • It may take a few minutes to receive the email.

    • The email may go to your Spam or Junk folder.

  4. Follow the prompts to create a new password.

    • Please note: Password must be at least 8 characters, contain at least 1 uppercase, 1 lowercase, and 1 special character.

  5. Still having trouble? Please contact us for assistance.

Didn’t receive a password reset email?

After entering your email address, you should receive an email with reset instructions within a few minutes. If the email doesn’t arrive, try the following:

  1. Verify you entered the email address associated with your account.

  2. Check your Spam or Junk folder.

  3. Wait at least 5 minutes before requesting another reset email.

  4. Try requesting the email from a different computer or mobile device. Some browsers, especially Mac devices, may block requests from going through.

  5. Still not receiving the reset email? Please contact us for assistance.

Password reset link expired?

Password reset links expire after 20 minutes. If your link has expired, try the following:

  1. Make sure you’re using the most recent reset email. If you submitted multiple reset requests, only the newest link will work.

  2. Avoid clicking the “Send password reset” button multiple times. Click it once, then allow the page to refresh and the email to arrive.

  3. Request a new password reset email and try the process again.

  4. If the issue continues, try using a different computer or mobile device.

  5. Still having trouble? Please contact us for assistance.

Receiving a “Cannot Verify Password” message?

If you’re unable to log in, try the following:

  1. Clear your cache and cookies (for all time). Your browser stores temporary data that can sometimes cause login issues. Clearing it can help refresh your session. Detailed instructions are included below.

  2. Open the site in an incognito/private window. 
    This disables saved data and browser extensions that may be interfering with login. 
    How to open a private window:

    • Chrome: Click the 3 dots (top right) → New Incognito Window

    • Edge: Click the 3 dots → New InPrivate Window

    • Firefox: Click the 3 lines → New Private Window

    • Safari (Mac): Click File → New Private Window

    • Shortcut: Press Ctrl + Shift + N (Windows) or Command + Shift + N (Mac)

  3. Try logging in on a different device (like a phone or tablet). 
    If login works on another device, you may still be able to complete your course while troubleshooting your primary device.

  4. Still unable to access your account? Please contact us for assistance.

Course page appears blank?

If your course page won’t load or displays a blank screen, try the following:

  1. Clear your cache and cookies. Outdated browser data can sometimes prevent course pages from loading properly. Detailed instructions are included below. 

  2. Open the course in an incognito/private window. 
    This helps rule out saved browser data or extensions that may be interfering with the page. 
    How to open a private window:

    1. Chrome: Click the 3 dots (top right) → New Incognito Window

    2. Edge: Click the 3 dots → New InPrivate Window

    3. Firefox: Click the 3 lines → New Private Window

    4. Safari (Mac): Click File → New Private Window

    5. Shortcut: Press Ctrl + Shift + N (Windows) or Command + Shift + N (Mac)

  3. Still seeing a blank course page? Please contact us for assistance.

How to Clear Your Cache and Cookies 

Desktop browsers

Google Chrome:

  1. In Chrome, click the three dots in the upper-right corner.

  2. Hover over "More tools" and select "Clear browsing data."

  3. In the window that appears, choose the time range for which you want to clear the cache. To clear everything, select "All time."

  4. Make sure "Cached images and files" is checked. You can uncheck the other options if you only want to clear the cache.

  5. Click "Clear data."

Mozilla Firefox:

  1. In Firefox, click the menu button (three horizontal lines) in the upper-right corner.

  2. Select "Settings" and go to the "Privacy & Security" panel.

  3. Scroll down to the "Cookies and Site Data" section and click "Clear Data."

  4. Make sure "Cached Web Content" is checked and then click "Clear."

Safari (macOS):

  1. In Safari, click "Safari" in the menu bar at the top of the screen.

  2. Select "Preferences" and go to the "Advanced" tab.

  3. Check the box at the bottom that says "Show Develop menu in menu bar."

  4. Close the Preferences window, click "Develop" in the menu bar, and then select "Empty Caches."

Microsoft Edge:

  1. In Edge, click the three dots in the upper-right corner.

  2. Select "Settings" and then click "Privacy, search, and services" on the left sidebar.

  3. Under "Clear browsing data," click "Choose what to clear."

  4. Select "Cached images and files." You can deselect the other types of data if you want.

  5. Click "Clear now."

Mobile browsers

Google Chrome on Android:

  1. Open the Chrome app.

  2. Tap the three dots in the upper-right corner to open the menu.

  3. Tap "History," then "Clear browsing data."

  4. Choose the time range you want to clear (e.g., "Last hour," "Last 24 hours," "All time").

  5. Check "Cached images and files." Uncheck other data types if you don’t want to clear them.

  6. Tap "Clear data."

Google Chrome on iOS:

  1. Open the Chrome app.

  2. Tap the three dots at the bottom-right to open the menu.

  3. Go to "History," then tap "Clear browsing data."

  4. Select "Cached Images and Files." Optionally, uncheck other items you don't want to delete.

  5. Choose the time range, then tap "Clear Browsing Data" again to confirm.

Safari on iOS:

  1. Open the Settings app.

  2. Scroll down and tap "Safari."

  3. Tap "Clear History and Website Data."

  4. Confirm by tapping "Clear History and Data."