Troubleshooting
Frequently asked questions
I forgot my password. How do I reset it?
On the login screen, click “Forgot your password?” and enter your registered email. The system will email you a password reset link. If you don’t receive an email within a few minutes, check your spam/junk folder. If nothing arrives, email academy@smartfreightcentre.org for help.
I forgot my username (or changed my email). What now?
Your username is usually your email address. If you changed companies or email, you may need to create a new account or have support update it. Email academy@smartfreightcentre.org explaining the change – they can link your old progress to a new email or update your account.
I didn’t receive the reset email. What should I do?
If waiting and spam-checking fails, contact Academy support immediately (academy@smartfreightcentre.org). Occasionally mail servers block automated emails. The support team can verify your email is in the system, resend the reset link from their side, or assist you with a new password.
How can I fix other technical issues (video, login errors, etc.)?
For video playback or content issues, try updating your browser, clearing cache, or switching browsers. Ensure your internet connection is stable. If a specific file or video won’t load, note the module name and report it to Academy support. For account glitches, besides the above steps, you can also try logging out and in again, or resetting your password. The Academy team is available to troubleshoot technical problems via academy@smartfreightcentre.org.
I would like to access the self-paced courses on your website. However, I am experiencing difficulty creating an account with my corporate email address. Could you please provide guidance or a direct link to help me sign up successfully?
In order to enroll in our self-paced e-learnings, please create an account on our SFC Academy website. Please navigate to the home page and on the right top corner you will be able to see the sign-up button. After you've completed your registration, you can explore our course offerings on our course catalog and enroll to the one of your interest.
My course progress is not updating / modules show incomplete.
If your course progress is not updating try the following steps:
- Ensure all required activities are completed in the module.
- Refresh your browser or log out and log back in.
- Avoid switching devices mid-module, as some progress may not sync immediately.
If the issue persists, note the course and module name and contact academy@smartfreightcentre.org for assistance.
I can't download my certificate.
Certificates are available once all course requirements are completed. If you can’t download yours:
- Make sure all lessons, quizzes, and activities are marked complete.
- Try a different browser or device, as some browser settings may block downloads.
If the problem continues, email academy@smartfreightcentre.org for support.
I accidentally enrolled in the wrong course — what do I do?
If you enrolled in the wrong course, contact academy@smartfreightcentre.org as soon as possible. The Academy team can advise on:
- Switching to the correct course
- Refund or credit options (subject to the refund policy)
- Access timing adjustments
Acting quickly ensures minimal disruption to your learning.
I see an error when applying a promo code or discount.
Promo code errors can occur if:
- The code has expired.
- The course is not eligible for the discount.
- The code was entered incorrectly.
Check your code carefully. If it still doesn’t work, contact academy@smartfreightcentre.org with the code and course details, and we’ll help you apply it correctly.
I accidentally closed a module / lost progress — can I resume?
Your progress is automatically saved as long as you have completed previous sections.
- Reopen the course and navigate to the module; your last completed section should be marked.
- Use the Continue button or the course menu to resume from where you left off.
If progress is missing or not marked correctly, contact academy@smartfreightcentre.org with the module name, and the team will restore your progress.