Getting help on SafeClick Academy
This page explains the basic support steps for learners, company admins and managers.
Most common issues can be resolved by following the steps below before requesting further assistance.
Learner support
Learners should first check that they are using the correct work email address and the correct login page.
If you cannot log in, use the built-in Forgot Password option on the login page.
Before asking for help, note your full name, work email address, company name, module number,
lesson number, and what happened on the screen.
Company/admin support
Company admins and managers should use the admin area to check learner progress, exports,
onboarding status, learner imports, departments, cohorts and report access.
If something does not look correct, first confirm the company, learner group, course assignment,
deadline and user role before escalating the issue.
Common help topics
How to reset your password
- Open the SafeClick Academy login page.
- Click Forgot password.
- Enter the work email address you used when you were registered.
- Submit the request.
- Open the password reset message sent to your email inbox.
- Click the secure reset link.
- Create a new password.
- Return to the login page and sign in using your new password.
If the reset email does not arrive
- Check that you entered the correct work email address.
- Check your spam, junk or quarantine folder.
- Wait a few minutes and try again.
- If it still does not arrive, ask your company admin to confirm that your learner account exists and that your email address is correct.
Progress not updating
- Make sure every required lesson activity has been completed.
- Complete the simulation activity where required.
- Submit the quiz.
- Complete the confidence check and reflection where shown.
- Return to the dashboard and refresh the page.
- If the lesson still does not update, note the module and lesson number so the admin can check it.
Course is locked
- Check whether the previous lesson or module has been completed.
- Go back to the previous lesson and make sure the required activities were submitted.
- Refresh the dashboard after completion.
- If the next module is still locked, ask the company admin to check your progress record.
Reports and certificates
- Company admins can export reports from the admin area.
- Learners should check their dashboard for completion status.
- If formal completion evidence is required, learners should request it from their company admin.
- Exported reports must be stored securely because they may contain personal information.
Before requesting support
Please collect the following information so the issue can be checked faster:
- Your full name
- Your work email address
- Your company name
- The module number
- The lesson number
- A short description of what happened
- A screenshot, if possible
Support hours
Support is handled during normal business hours. Urgent access or reporting issues should be escalated
through the company admin or the organisation’s training contact.
Last reviewed: 2026-08-22
