Technical Support

♦ I am having difficulty making a payment.

Please submit a support request for assistance.

♦ The video is not appearing in the “My Watchlist,” “Continue Watching” or “Purchased Videos” scroll bar.

This means that a setting has broken. Please submit a support request and we will fix this right away. You will not need to rewatch the video.

♦ I have Premier Access, but I’m still getting a payment pop-up at the 5-minute mark.

If you are watching on a mobile device, please try watching the video on a PC or laptop.
Assure that you are still logged in, as the site will time out learners for security purposes.
- If you are indeed logged out, simply log in again and search for the video in the “Continue Watching” scroll bar.
- If you are still logged in, please try refreshing the page in your browser. If this step does not work, please submit a support request for assistance.
Check that your Premier Access has not expired. If you see a payment button on the “Video Catalog” page, then it is time to renew. You can also see your purchase history by clicking on “My Account” in the menu bar and choosing the “Payment” tab.

♦ I can’t forward the video.

Our video player is custom designed to NOT allow learners to forward a video past the point they have viewed. This means that you may rewind and forward a portion of the video you have already watched, and you may rewind and forward a video after watching it through entirely. This design is one of our site features that provides reassurance to accrediting organizations that learners are completing asynchronous activities.

♦ The quiz keeps refreshing and telling me that I have answered a question incorrectly, but I tried all of the responses.

This means that a setting has broken. Please submit a support request and we will fix this right away. You will not need to rewatch the video.

♦ I watched a video until the end, but the quiz didn’t appear.

The quiz will appear below the video window, you might need to scroll down the page to see it. If it is not present, please try these troubleshooting steps:

Refresh the video.
Refresh your screen.
Rewind the video to a minute before the end to see if the quiz shows up.

If these steps do not work, please submit a support request for assistance.

♦ I did not receive my certificate in my Learner Log.

Your certificate of completion will only appear after you pass the quiz with a 100% score. The quiz will continue to refresh until you do. If you have passed the quiz and still do not see the certificate in your Learner Log, please submit a support request for assistance.

♦ I did not receive my certificate by email.

Your certificate of completion will only appear after you pass the quiz with a 100% score. The quiz will continue to refresh until you do. If you have passed the quiz and still do not see an email:

Check your junk/spam folder for an email from info@voicesacademy.com
Confirm that you are checking the same email inbox as your account email.
Confirm that there are no typos in your email address.

- Click on “My Account” in the menu bar
- From the “General” tab, review “Account Email.” If it is INCORRECT, you may change it and then click on “Save Changes.” For security purposes, you will receive an email to confirm this change. Please follow the instructions in the email.

♦ My name has changed and I need it to appear correctly on my certificates.

Click on “My Account” in the menu bar. In the “General” tab, you may edit either your first or last name. Be sure to click “Save Changes.”

♦ I want to change my password.

Click on “My Account” in the menu bar. In the “General” tab, you may enter your new password and then confirm it. Be sure to click “Save Changes.”

♦ I want to change my email address.

Click on “My Account” from the menu bar. In the “General” tab, you may update your email address. Click “Save Changes.” For security purposes, you will receive an email to confirm this change. Please follow the instructions in the email.

Q: I have a different issue.

Please submit a support request for assistance.