Support, answers and service standards

How do I start learning after signing up?

Verify your email, then complete the four-step onboarding. It builds a learning profile and generates a personalised plan, and drops you straight into the first lesson of your recommended path.

I never received my verification email.

Check spam and any filtered folders first, then request a new link from the verification screen. If it still does not arrive within 15 minutes, contact support and we will verify the address manually.

Where should I begin if I already trade?

Take the placement path in onboarding. It maps your experience to the ten-stage journey and skips foundation lessons you can already demonstrate, while keeping the risk literacy module compulsory.

How is progress tracked?

Progress is measured by competency, not by lesson count. Each lesson maps to competencies, and quizzes, lab exercises and assignments move those competencies toward mastery on your progress dashboard.

What can the AI Learning Coach do?

It explains curriculum concepts, builds study plans, generates practice questions and reviews your results. It will not give trade signals, price predictions or personalised financial advice — that is a hard guardrail, not a limitation of the model.

Can I download lessons for offline study?

Workbooks, transcripts and chart packs are downloadable from the Download Centre. Video stays online so that corrections and updates always reach every student.

How many attempts do I get on a quiz?

Module quizzes allow three attempts from a randomised bank with a 70% pass mark. Knowledge checks inside lessons are unscored and unlimited.

How long does grading take?

Automated items are graded instantly. Rubric-scored assignments are returned by an instructor within five working days.

How does someone verify my certificate?

Every certificate carries a unique ID and QR code linking to a public verification page showing the holder, credential, issue date and competencies demonstrated.

Can I dispute a grade?

Yes. Request a review within 14 days and a second instructor re-marks the work blind against the same rubric. Final appeals go to the Academic Board.

How do I change or cancel my plan?

Open Billing in your account. Plan changes take effect immediately with a pro-rata adjustment; cancellation keeps access until the end of the paid term.

What is the refund window?

Full refund within 14 days of a first purchase under the Refund Policy. Renewals are refundable within 7 days if no new content was consumed in the new term.

Where are my invoices?

Every invoice is listed in Billing with a downloadable PDF, and is emailed on payment.

What is not allowed in the community?

Trade signals, tips, performance claims, recruitment, paid promotion and disrespect. The community exists to discuss curriculum concepts and support learning.

How do I report something?

Use the report control on any post or profile. Reports are triaged twice daily and actioned within eight working hours, with a logged reason and a 14-day appeal window.

Video will not play or keeps buffering.

Lower the quality setting, disable extensions that block media, and try a different network. If it persists, send us the lesson URL, your browser and a screenshot of the console.

What accessibility adjustments are available?

Captions and transcripts on every lesson, keyboard navigation across the Trading Lab, reduced-motion support, and extended assessment time on request.

• Request adjustments through support; no medical evidence is required for time extensions.
• Adjustments apply across courses automatically once approved.

How do I report a bug?

Send the page URL, what you expected, what happened and your device. Confirmed learning-blocking bugs are hotfixed within 48 hours.