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Forgot Your Password?

Recover Account

Frequently Asked Questions

We want you to have a great experience. We’ve compiled a list of our most frequently asked questions, so you can find the answers you are looking for when you need them. 

Question Topics:

  • Learner Accounts
  • Browser/Computer Issues


If you do not see your question under the FAQ below, please contact us with your question at customers@weknowtraining.ca

Learner Accounts

My username/password doesn’t work or I can’t remember it.

Be sure you are typing in the username/password exactly as you did when registering your account. Your username and password is case sensitive, so check to make sure the Caps Lock button isn’t on. Make sure you’ve confirmed your account through the link that was sent to you when you signed up.

If you’ve forgotten your password, you can recover it by selecting "Recover Account" above.

How do I change my password or personal information?

In the admin sidebar, click on “My Profile” in the Account section.

To change your password, click the "Change My Password" button at the bottom of the page.

Please note that you are required to enter your current password whenever you make changes.

I think I am missing a course; it is not listed under ‘My Courses.’

Your training manager, or whoever has ordered your online training, will have a record of all courses you are supposed to be registered for. Please contact them to confirm your required courses.

They will have to invite you to take training via email or enrolment key. The email invite will be sent to the email address attached to your personal account.

If you don't already have an account, it will be sent to the email address you have provided to your training manager.

Please ensure you have access to this email address, and check your spam folder if you don't see it in your inbox.

My training manager told me to add another course to my account. How do I do that?

Simply log into your account and click on ‘My Courses’. There is a box to enter the provided enrolment key, shown at the bottom of your course list. If you do not have an enrolment key, contact your training manager.

If you’ve been emailed an invitation for a course instead of given an enrolment key, simply click “Accept” on the pending course invitation.

Browser/Computer Issues

What does my computer need to take your courses?

To take our courses, we recommend using the latest version of your favorite browser (Internet Explorer, Mozilla Firefox or Google Chrome) on your PC or Mac computer. You will also need access to a printer, as your certificate can be printed upon successful course completion, and there are resource documents you may wish to print before you begin your course.

The webpage won't come up; it just says "Page not found."

Close all Internet browsers (Internet Explorer, Chrome, Safari, etc.) and then open it again. Try typing the website (including www.) in the address bar, instead of using the link from your email or from your favourites list. You may also need to delete your cache.

It's taking a long time to load the course.

Each chapter is loaded completely before you begin a lesson, and if you have a dial-up connection this will take longer than if you have a high-speed connection. You may have to delete your cache, and should close all other applications or programs that are open.

How do I change the Pop-up Blocker settings on my browser?

When you click on a course lesson, it will open in a new window or tab. You may encounter some difficulty in opening the courses if your browser is set up to block pop-ups. Typically you can solve this problem by allowing (or "whitelisting") the current site in your ad blocker settings. In Google Chrome, Pop-up Blockers are typically turned on, which means it will block most automatic pop-ups. 

  • Open Google Chrome.
  • Click on the lock icon to the left of the website URL in your browser bar. 
  • Select "Site Settings"
  • Scroll down to find "Pop-ups and redirects" and use the drop-down menu to select "Allow" for this site.