How can we help?
Find the right answer quickly. Search for your question, follow the suggested steps and use the built-in diagnostic when needed.
Access, passwords, training, media, assessments, payments and certificates: use the guidance below to quickly find the right solution.
Account & access
I cannot sign in.+
Check the email used for registration, Caps Lock and browser autofill. If the password is uncertain, use “Forgot password” instead of repeating login attempts.
I forgot my password or lost my activation link.+
Open “Recover account access” and enter your email. AXYALE automatically sends the appropriate secure link: activation for an account that has never been activated, or password reset for an active account. Use only the latest link received.
I do not receive the activation or recovery email.+
Check Spam, Promotions and quarantine folders and search for “AXYALE”. Then use “Recover account access” again with the same email. The newest link replaces older activation or reset links.
Courses & progress
An assigned course is missing.+
Refresh the dashboard, confirm you are using the correct account and check the active language. Only published and assigned courses can appear in the learner area.
My progress is not saved.+
Stay on the page until the step is recorded. Required media must be played to the end. Reload the page afterwards; server progress is authoritative.
The next module is locked.+
Complete the current module requirements: mandatory media, any minimum active time and step validation. The next-step action unlocks when all conditions are met.
What happens when my course access expires?+
When an access duration is configured, the expiry belongs to the current enrollment cycle. After expiry, course content is no longer available in that cycle. If you completed the course, the certificate and training record remain available. A new cycle can be assigned for recertification or a new enrollment.
Audio & video
I cannot hear the narration.+
Headphones are recommended. Check system and player volume, then click “Listen to the narration”. Browsers may block autoplay with sound until you interact with the page.
Audio shows 0:00 or does not start.+
Reload the page, check M4A support in the diagnostic above and try the play control again. Disable aggressive content blockers for AXYALE.
The video does not start.+
Use the player control directly. Make sure JavaScript and cookies are enabled for AXYALE, then reload the page if the player remains frozen.
Quiz & validation
I did not reach the required quiz score.+
Review the relevant modules and retry when another attempt is available. The minimum score shown for the course must be reached before certification.
The final quiz is locked.+
The final quiz unlocks after all required learning steps are completed. Check each mandatory module and required media.
Certificates
My certificate is missing.+
Confirm that the full course, quiz and final evaluation are complete. A certificate is issued only after all course conditions are satisfied.
How do I verify a certificate?+
Use the QR code or verification code printed on the certificate. The public verification page confirms certificate data without requiring the learner account.
Purchase & payment
My payment is declined.+
Check card details, limits, online-payment authorization and 3-D Secure approval. Do not submit several payments while the first transaction status is still unclear.
I paid but the course is missing.+
Refresh your account and confirm you are using the email linked to the purchase. Check the purchase status before submitting another payment.
Where is my invoice?+
Open purchase history or the manager purchasing area depending on your account. Billing details come from the data entered during checkout.
Company & manager
How do I assign training to an employee?+
From the manager workspace, use the purchasing/assignment functions and select the employee. Track completion and deadlines in the Training Matrix.
How do I track renewals?+
Use the Training Matrix and manager KPIs. Statuses identify current training, upcoming deadlines and required actions.
Privacy & security
I think someone else used my account.+
Reset your password immediately and do not reuse a password used on another service. Never share your password with anyone.
Where can I read the privacy information?+
Open Privacy from the header or this Help Center. It explains data processing and governance within AXYALE.
How do I stop marketing emails?+
Use the unsubscribe link included in every AXYALE marketing email. Unsubscribing stops future marketing campaigns but does not block essential account, purchase or training messages.
Technical issues
Can I use AXYALE with keyboard navigation, browser zoom or without sound?+
Yes. Use your browser’s native zoom and keyboard navigation when supported. Narrated content includes a viewable transcript. Headphones are recommended, but the text remains available when listening is not possible.
AXYALE is frozen or shows an error.+
Refresh once, check your connection with the diagnostic above and sign in again if necessary. Avoid running several validations or payments in parallel.
Can I use a phone or tablet?+
Yes when the content is supported by your mobile browser. Use headphones for narrated courses and maintain a stable connection during validations.
The problem still persists.+
Sign out, restart the browser, sign in again and resume from the dashboard. Do not create duplicate accounts or repeat a payment. This Help Center is the AXYALE reference for resolving common issues and resuming your learning path.