Help and support

1. Check you're using the email address you signed up or paid with.
2. If you've forgotten your password, reset your password. The reset email can take a few minutes; check your spam or junk folder.
3. Still stuck? Contact us with the email address on your account.

1. Wait a minute. Access is usually added within moments of payment, but it can take a little longer.
2. Refresh My learning and make sure you're signed in with the email you used at checkout.
3. Still missing? Contact us and include the email address on your order. Please don't pay again; if you were charged twice for the same course, we'll refund the duplicate.

1. Check your internet connection. Videos stream and can't be watched offline.
2. Refresh the page, or try another browser or device.
3. Turn off browser extensions that block content, then reload.
4. While you sort it out, the lesson transcript has the full content of the video.
5. If it still won't play, contact us with the course and lesson name, and the device and browser you're using.

1. Make sure you're signed in, then open the download again from its course.
2. PDFs open in any browser or PDF reader. Spreadsheets open in Excel, Google Sheets, Numbers or LibreOffice.
3. On a phone, check your downloads folder or Files app.
4. If a file is missing or damaged, contact us with the course and file name.

Each course page shows its refund window. Unless the page says otherwise, it's 14 days from purchase. Use the contact form and choose the Refund topic, or email support@entrevalor.com.

Read the refund policy

If you can't use part of a lesson, worksheet or download, tell us what you were trying to do and what got in the way. Use the contact form and choose the Accessibility topic.

Read our accessibility statement