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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. At this time, tablets and certain smartphones (including iPad, iPhone or Android OS) cannot access our training as they do not support Adobe Flash. You will also need to have the latest Adobe Flash Player. The course will auto detect if you do not have it and a link to the download will be provided. 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.

My screen is blank when I click on one of the chapters; the course won't play.

Are you trying to do the course on an Apple device or an Android device? Our courses use Adobe Flash, which is not supported by iPad or iPhone. Our courses do not run well on Android OS-based phones or tablets, due to the use of Adobe Flash.

Do you have the latest version of Adobe Flash Player installed? If not, please click here to download.

Your browser security could be blocking the course player. First do a cache clean, then watch for these security messages:

Internet Explorer 10: Is there a pop up at the bottom of the screen that says “Only secure content is displayed”? You will need to click “Show all content”. In older Internet Explorer versions the pop-up asks “Do you want to allow ONLY the content that was downloaded securely?”. You must click “NO”. If you click “Yes” you are asking the browser to block the content. If you have already chosen "Yes", clean your cache and choose "No" when you see the security message.

Mozilla Firefox: A shield symbol appears in the address bar (top left). You must left-click on the shield, and disable protection on the page.

Google Chrome: A shield symbol appears in the address bar (top right). You must left-click on the shield, and allow the unsafe script to load.

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 Internet Explorer, Pop-up Blockers are typically turned on and set to the medium setting, which means it will block most automatic pop-ups. The default settings for the pop-up blocker allows you to see pop-ups that are opened when you click a link or button on a website.Pop-up Blocker will also play a sound and show the Information Bar when a pop-up is blocked.

  • Open Internet Explorer.
  • On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings.
  • Turn off the Internet Explorer Pop-up Blocker to disable entirely, or else adjust these settings so that it works the way you want it to.

In-Class Issues

Q: HOW DO I ACCESS MY COMPLIMENTARY COPY OF THE INSTRUCTOR’S STUDY NOTES PACKAGE?

Once you have completed your registration, directions are provided to you for downloading your complimentary copy of the Instructor’s Study Notes package. CAUTION: Once you open your electronic Study Notes Package (a document of 100 - 200 pages) you MUST ‘SAVE’ it to your computer to access it for either download or print in the future. If after saving the document you are still experiencing difficulty in printing or downloading the Instructor’s Study Notes package, call a DIPLOMAX representative for assistance at 780-970-1946.

Q. WHERE DO I GO? WHAT IS MY ROOM NUMBER?

Print the campus map. All students check-in at the ECHA shown on the campus map. At the check-in desk you will receive a schedule which identifies the room, topics, and times the topics are to be covered. Representatives from DIPLOMAX are on-site each day and will assist you in locating your specific classroom.

Q: WHAT DO I NEED TO BRING TO CLASS?

You need to bring your print or downloaded copy of the Instructor’s Study Notes package, pen/pencil and notepaper, something to eat and drink, and your calculator if you taking a Math or Physics class. Check-out “Arriving for First Class” at www.diplomax.ca for additional information.

Q: DO I NEED TO BRING MY TEXTBOOKS?

You do not need to bring any textbooks but you MUST bring your print or downloaded copy of the Instructor’s Study Notes package to class each day.

Q: DO I NEED TO BRING MY RECEIPT?

It is not necessary to bring your registration receipt. Your name will be on the class list when you arrive to check-in on the first day of the session.

Q: WHERE DO I GET MY RECEIPT?

If you registered on-line, you print your receipt by going to Log In, Order History, and Print.

Q: WHAT HAPPENS IF I AM LATE ON THE FIRST DAY?

If you know in advance you are going to be late, please e-mail (getdiplomax@shaw.ca) or call (780-970-1946) to inform DIPLOMAX representatives so arrangements can be made to get you to the correct classroom.



Q: WHAT HAPPENS IF I GET LOST?

If you get lost, immediately call 780-970-1946 for assistance from a DIPLOMAX representative.

Q: WHAT HAPPENS IF I GET SICK AND CAN’T COME TO MY SESSION?

Call DIPLOMAX (780-970-1946) to make arrangements to attend an alternate session.

Q: WHAT DO I DO IF I WANT TO CHANGE MY SESSION?

Call DIPLOMAX (780-970-1946) to make arrangements to attend an alternate session.

Q: WHAT DO I DO IF I WANT TO CANCEL MY COURSE?

There is no cancellation or refund as you have immediate access to the electronic Study Notes package once your registration is completed. You may contact DIPLOMAX (getdiplomax@shaw.ca or 780-970-1946) to make arrangements to attend an alternate session or to discuss unique circumstances.

Q: I TOOK THE COURSE BEFORE AND WANT TO REPEAT IT. HOW DO I REGISTER?

You must register by telephone (780-970-1946) or e-mail (getdiplomax@shaw.ca) to access the DIPLOMAX Guarantee which allows you to repeat a course you have previously taken at no charge.

Q: WHERE CAN I STAY IF I AM COMING FROM OUT OF TOWN?

Check for information about Lister Conference Centre which offers short-term accommodation (www.asinfo.ualberta.ca/en/ConferenceServices/ShortTermAccommodation.aspx ). It is within walking distance of ECHA. You may also want to check out Campus Tower Suites Hotel (780-439-6069, 11145 – 87 Ave) which is also within walking distance of ECHA.

Q: WHAT IS THE DIPLOMAX GUARANTEE?

The DIPLOMAX Guarantee allows you to repeat, for any reason, any DIPLOMAX course that you have previously taken. For example, if you decide to rewrite a diploma exam, you may repeat the DIPLOMAX review class in which you have previously participated at no charge. To access the DIPLOMAX Guarantee you must register by phone at 780-970-1946.

Q: WHAT IS THE ADVANTAGE OF IMMEDIATE ACCESS TO THE INSTRUCTOR’S STUDY NOTES PACKAGE?

Immediately accessing the Instructor’s Study Notes package allows you to use the review notes and apply the tips and strategies to your home studies. The information and material can be used all semester long to help you prepare for class quizzes, unit tests, and written assignments.

Q: HOW CAN I DOWNLOAD THE ELECTRONIC STUDY NOTES TO MY APPLE DEVICE?

Click here for the steps to add to your device while browsing site on iPad.

Click here for the steps to add Study Notes to your device through iTunes. (Study Notes are downloaded to your computer)

Q: WILL THE SOCIAL 30-1 REVIEW SESSION HELP ME TO WRITE THE SOCIAL 30-2 DIPLOMA EXAM?

The Social 30-1 review session will serve as an overview of the concepts for the Multiple Choice portion of the diploma exam. However, it will NOT focus on the written portion of the Social 30-2 diploma exam which is distinctively different from the written portion of the Social 30-1 diploma exam.

Q: HOW DO THE IPREP STUDY NOTES DIFFER FROM THE COMPLIMENTARY INSTRUCTOR’S STUDY NOTES PROVIDED WITH THE DIPLOMAX IN-CLASS REGISTRATION AND ON-LINE VIDEO REVIEW PURCHASE?

The iPrep Study Notes and the DIPOMAX In-Class and On-Line Video Review resources have been developed by some of the same instructors. Consequently, some of the wording may appear to be similar. However, there are stark differences between the resources as they are intended to address different student needs.The DIPLOMAX In-Class and On-Line Video Review resources are integral to the instruction provided during the session or when using the Video Review format. Examples, practice questions, and graphics used to explain and clarify key concepts referred to by the instructor during the review are contained in the resources for easy student reference. The DIPLOMAX In-Class and On-Line resources support a guided review of the subject provided by a face-to-face or video instructor.
The iPrep Plus resources contain a number of different features that make them ideal for year-long use at home to support classroom learning. In addition to addressing all course curriculum, the resources use color-coding to highlight key concepts, thus providing students with hints, reminders and issues to be aware of. Ten videos, each approximately 8-12 minutes in length, focus on the ‘tough topics’ in each subject. The videos can be viewed as many times as necessary to clarify understanding. The iPrep resources are designed to be self-paced, independent review and support to year-long classroom instruction.


iPrep Plus Electronic Study Notes and Video Support

Q: WHAT IS AN IPREP PLUS STUDY NOTES PACKAGE?

An iPrep Plus Study Notes package is comprised of two components – an electronic resource that reviews all course concepts and video support to address tough topics in the subject area.


Q: WHAT IS THE ADVANTAGE OF THE IPREP PLUS STUDY NOTES PACKAGE?

The iPrep Plus Study Notes package of approximately 50-150 pages, allows you to use the review notes and apply the tips and strategies to your home studies. The Video Support enables you to study and overcome some of the most common and challenging concepts. The information and material can be used all year to help you prepare for class quizzes, unit tests, and written assignments.


Q: ARE THE STUDY NOTES PACKAGES ONLY FOR THE ALBERTA CURRICULUM?

Although the Study Notes packages address the Alberta curriculum, the subject concepts are applicable all over the world! For example, writing a personal response essay is a common curricular requirement in English courses throughout the world, not just in Alberta.


Q: HOW DO I ACCESS MY STUDY NOTES PACKAGE?

Once you have completed your registration, directions are provided to you for downloading your Study Notes package. CAUTION: Once you open your electronic Study Notes Package, you MUST ‘SAVE’ it to your computer to access it for either download or print in the future. If after saving the document you are still experiencing difficulty in printing or downloading the Study Notes package, contact a Sequel Solutions representative for assistance (getdiplomax@shaw.ca or 780-970-1946).


Q: HOW CAN I DOWNLOAD THE ELECTRONIC STUDY NOTES PACKAGE TO MY APPLE DEVICE?

Click here for the steps to add to your device while browsing the site on your iPad. Click here for the steps to add the Study Notes package to your device through iTunes.
Q: WHERE DO I GET MY RECEIPT?

You print your receipt by going to Login, Order History, and Print.

Q: WHERE DO I GET MY RECEIPT?

You print your receipt by going to log in, Order History, and Print.


Q: HOW MANY TIMES CAN I USE THE STUDY NOTES PACKAGE – ESPECIALLY THE VIDEOS?

For approximately the price of one hour of traditional tutoring, you have IMMEDIATE and UNLIMITED personal access to the electronic resource and support videos for the subject that you choose! Use them as many times as you wish to develop a clear understanding of the topic or to master any concept.


Q: CAN I PRINT MY ELECTRONIC RESOURCE?

Yes, you may print one copy for your personal use. Please remember the Study Notes package is protected by copyright and you must abide by the Terms of Use which you have agreed to prior to making your purchase.


Q: WHY DOES THE TOUGH TOPIC VIDEO LOOK “JERKY” OR “CHOPPY”?

The buffering or smoothness of the video is always contingent upon: the strength of your Internet connection
the processing speed of the device you are using to watch the video
the amount of memory available on the device you are using

Q: WHAT IS THE CANCELLATION/REFUND POLICY?

There is no cancellation or refund once your order is completed, as you have immediate access to the Electronic Study Notes and Video Support.


Q: HOW DO THE IPREP STUDY NOTES DIFFER FROM THE COMPLIMENTARY INSTRUCTOR’S STUDY NOTES PROVIDED WITH THE DIPLOMAX IN-CLASS REGISTRATION AND ONLINE VIDEO REVIEW PURCHASE?

The iPrep Study Notes and the DIPOMAX In-Class and On-Line Video Review resources have been developed by some of the same instructors. Consequently, some of the wording may appear to be similar. However, there are stark differences between the resources as they are intended to address different student needs.The DIPLOMAX In-Class and On-Line Video Review resources are integral to the instruction provided during the session or when using the Video Review format. Examples, practice questions, and graphics used to explain and clarify key concepts referred to by the instructor during the review are contained in the resources for easy student reference. The DIPLOMAX In-Class and On-Line resources support a guided review of the subject provided by a face-to-face or video instructor.
The iPrep Plus resources contain a number of different features that make them ideal for year-long use at home to support classroom learning. In addition to addressing all course curriculum, the resources use colour-coding to highlight key concepts, thus providing students with hints, reminders and issues to be aware of. Ten videos, each approximately 8-12 minutes in length, focus on the ‘tough topics’ in each subject. The videos can be viewed as many times as necessary to clarify understanding. The iPrep resources are designed to be a self-paced, independent review, and support year-long classroom instruction.

Diplomax On-Line

Q: WHAT IS DIPLOMAX ON-LINE VIDEO REVIEW?

DIPLOMAX On-Line is an 8 to 12-hour comprehensive, online VIDEO REVIEW of course content for English 30-1, Social Studies 30-1, Biology 30, Chemistry 30, Physics 30, Math 30-1, Math 30-2 and Science 30.


Q: WHAT IS THE ADVANTAGE OF PURCHASING DIPLOMAX ON-LINE VIDEO REVIEW?

You can use the Diplomax On-Line VIDEO REVIEW as an introduction before you take the course, as an introduction or overview of concepts while you are taking the course to reinforce understanding, or at the end of the semester as a review and preparation for exams.


Q: ARE THE DIPLOMAX ON-LINE VIDEO REVIEWS ONLY FOR ALBERTA CURRICULUM?

Although the DIPLOMAX On-Line VIDEO REVIEWS address the Alberta curriculum, the subject concepts are applicable all over the world! For example, writing a personal response essay is a common curricular requirement in English courses throughout the world, not just in Alberta.


Q: HOW DO I ACCESS MY DIPLOMAX ON-LINE VIDEO REVIEW?

Once you have completed your purchase, directions are provided to you for downloading your DIPLOMAX On-Line VIDEO REVIEW. CAUTION: Once you open your electronic Study Notes Package, you MUST ‘SAVE’ it to your computer to access it for either download or print in the future. If after saving the document you are still experiencing difficulty in printing or downloading the review package, contact a DIPLOMAX representative for assistance (getdiplomax@shaw.ca or 780-970-1946).


Q: HOW CAN I DOWNLOAD THE ELECTRONIC STUDY NOTES PACKAGE TO MY APPLE DEVICE?

Click here for the steps to add to your device while browsing the site on your iPad. Click here for the steps to add the Study Notes package to your device through iTunes.
Q: HOW MANY TIMES CAN I USE THE DIPLOMAX ON-LINE VIDEO REVIEW?

Use the DIPLOMAX On-Line VIDEO REVIEW videos as many times as you wish to develop a clear understanding of the topic or to master any concept.

Q: HOW MANY TIMES CAN I USE THE DIPLOMAX ON-LINE VIDEO REVIEW?

Use the DIPLOMAX On-Line VIDEO REVIEW videos as many times as you wish to develop a clear understanding of the topic or to master any concept.


Q: CAN I PRINT MY COMPLIMENTARY COPY OF THE INSTRUCTOR’S STUDY NOTES PACKAGE?

Yes, you may print one copy for your personal use. Please remember the complimentary Instructor’s Study Notes package is protected by copyright and you must abide by the Terms of Use which you have agreed to prior to making your purchase.


Q: WHY DOES THE REVIEW VIDEO LOOK “JERKY” OR “CHOPPY”?

The buffering or smoothness of the video is always contingent upon:
the strength of your Internet connection
the processing speed of the device you are using to watch the video
the amount of memory available on the device you are using

Q: WHAT IS THE CANCELLATION/REFUND POLICY?

There is no cancellation or refund once your order is completed, as you have immediate access to the Electronic Study Notes and Video Support.


Q: HOW DO THE IPREP STUDY NOTES DIFFER FROM THE COMPLIMENTARY INSTRUCTOR’S STUDY NOTES PROVIDED WITH THE DIPLOMAX IN-CLASS REGISTRATION AND ONLINE VIDEO REVIEW PURCHASE?

The iPrep Study Notes and the DIPOMAX In-Class and On-Line VIDEO REVIEW resources have been developed by some of the same instructors. Consequently, some of the wording may appear to be similar. However, there are stark differences between the resources as they are intended to address different student needs.The DIPLOMAX In-Class and On-Line VIDEO REVIEW resources are integral to the instruction provided during the session or when using the Video Review format. Examples, practice questions, and graphics used to explain and clarify key concepts referred to by the instructor during the review are contained in the resources for easy student reference. The DIPLOMAX In-Class and On-Line VIDEO REVIEW resources support a guided review of the subject provided by a face-to-face or video instructor.
The iPrep Plus resources contain a number of different features that make them ideal for year-long use at home to support classroom learning. In addition to addressing all course curriculum, the resources use colour-coding to highlight key concepts, thus providing students with hints, reminders and issues to be aware of. Ten videos, each approximately 8-12 minutes in length, focus on the ‘tough topics’ in each subject. The videos can be viewed as many times as necessary to clarify understanding. The iPrep resources are designed to be a self-paced, independent review, and support year-long classroom instruction.