Forgot your password?

Click Forgot Password? on the login page and enter your email or username. If the account exists, you will receive an email with the reset link. Check your spam folder if the password reset email doesn’t arrive within a few minutes.

Didn’t receive your registration confirmation email?

Check your spam folder first. If it’s not there after 30 minutes, send us an email explaining the issue.

Can’t log in?

Make sure you’re using your registered email address — passwords are case sensitive.

A lesson is locked, or can’t make progress?

Make sure you have completed all the steps in the lesson. If there is a quiz, self-reflection, or capstone associated with the lesson, you will see a link to it under the lesson video instead of a “Next” button. Contact us if you think a lesson is locked incorrectly. Please send a screenshot of the lesson you are stuck in.

Course page blank or not loading?

Try refreshing the page, clearing your cache, viewing the course with a different browser, or disabling extensions such as ad-blockers.

Video not playing?

Check your network connection. If you are on a low-speed internet plan, you can lower the video quality by clicking on the “gear” icon in the video player and change the “Quality” setting to a lower value. This will help the video load faster.

If you’re on a work or government network your firewall may be blocking video — try a personal device on home Wi-Fi or mobile data to confirm.

No audio?

Check your device volume and make sure your browser has permission to play audio — look for a “speaker” icon in the address bar.

If you’re accessing the course from a government, or healthcare organization network, your firewall may be causing issues. Common symptoms include videos not playing, quiz submissions timing out, pages loading incorrectly, or downloads being blocked.

Try these steps:

  • Access the course on a personal device using home Wi-Fi or mobile data — if it works there, your work network is the cause.
  • Connect via your phone’s mobile hotspot to bypass network filters
  • Disconnect from your VPN temporarily if permitted

If the above steps are not an option, ask your IT department to whitelist:

  • training.debeaumont.org
  • vimeo.com
  • sendgrid.net

Still having issues?

Fill out the form below and we will reach out as soon as possible.

Support Request