SUPPORT

Student Support FAQs

Need help? You’re in the right place. Browse the common questions below, or reach out to us directly using the contact form at the bottom of this page or the live chat widget in the bottom right corner.

Getting Started

How do I log in? Click “Login” in the top menu or go directly to launchtools.academy/my-account. Use the email address and password associated with your account.

I never received my login email. Check your spam or junk folder — school and corporate email systems sometimes filter automated messages. The email comes from “Support at Launch Tools Academy” with the subject line “Welcome to Launch Tools Academy — Your Courses Are Ready!” If you still can’t find it, contact us and we’ll resend your credentials.

I forgot my password. On the login page, click “Lost your password?” and enter your email address. You’ll receive a link to set a new password. If the email doesn’t arrive within a few minutes, check your spam folder.

I’m logging in but I don’t see any courses. Your courses are assigned through your enrollment or group. If your dashboard is empty, it’s likely that your account hasn’t been added to a course yet. Contact us or let your instructor know and we’ll get it resolved.

Navigating Your Courses

How do I access my courses? After logging in, you’ll be taken to your dashboard where all enrolled courses are listed. Click on any course to begin or pick up where you left off.

What does “Mark Complete” mean? Every lesson has a “Mark Complete” button at the bottom. You must click this button after finishing each lesson to unlock the next one. If you skip this step, the next lesson will remain locked and you’ll see a message that says “Please go back and complete the previous lesson.”

I’m stuck and can’t move to the next lesson. Go back to the previous lesson, scroll to the bottom, and make sure you clicked “Mark Complete.” The green checkmark should appear next to completed lessons in the sidebar. If the button isn’t there or isn’t working, contact us.

What is the “Getting Started” guide? This is the first lesson in every course. It explains how the platform works, how to navigate lessons, and what to expect from quizzes and exams. We strongly recommend reading it before diving into Module 1.

Can I go back and review a lesson I already completed? Yes. You can revisit any completed lesson at any time. Just click on it in the course sidebar.

Course Materials

Where do I find the slide decks and study guides? Downloadable materials are available within individual lessons. Look for the Lesson Materials section on each lesson page.

Where is the reference manual? The reference manual is available as a downloadable PDF in the Course Resources section of each course. Look for the “Reference Manual” lesson.

Can I download course materials for offline use? Yes. All PDFs and study guides can be downloaded and saved to your device for offline review.

Quizzes and Exams

What’s the difference between module quizzes and the final exam? Module quizzes are practice assessments designed to reinforce your learning. You can take them multiple times with no penalty. The final exam is your certification assessment — you must pass it to earn your certificate.

What score do I need to pass? White Belt requires 70% or higher on the final exam. Yellow Belt requires 70% or higher.

How many attempts do I get on the final exam? You have 3 attempts on each final exam. Questions are randomized, so each attempt will present questions in a different order.

Is there a time limit? Yes. Both final exams have a 60-minute time limit.

I failed the final exam. What should I do? Review the module quizzes and study guides before your next attempt. Pay special attention to areas where you missed questions. You have up to 3 total attempts.

I used all my attempts and didn’t pass. Can I get more? Contact us and we’ll discuss options for resetting your exam attempts after a review period.

Certificates

How do I get my certificate? Certificates are generated automatically when you complete all lessons, pass all module quizzes, and pass the final exam with the required score. After passing, you’ll see an option to download your certificate.

What information is on my certificate? Your certificate includes your full name, the course title, your date of completion, and a unique Certificate ID.

My name is wrong on my certificate. Your certificate uses the name from your account profile. To fix it, go to your account settings, update your display name, and contact us to have your certificate regenerated.

Can my employer or school verify my certificate? Yes. Employers or institutions can verify any certificate by contacting us at support@launchtools.academy with the Certificate ID and the student’s name.

For Teachers and Group Leaders

How do I view my students’ progress? After logging in, you’ll have access to a group administration area where you can view course progress, quiz scores, and completion status for every student in your group.

How do I add more students to my group? From your dashboard, you can add new students by email. If the email doesn’t match an existing account, a new account will be created automatically and the student will receive a welcome email. Note that your group has a seat limit based on your enrollment agreement.

A student says they can’t log in. What should I do? First, have them check their spam or junk folder for the welcome email. If they can’t find it, you can add them again from your group dashboard, or contact us and we’ll resend their credentials.

Can I take the courses myself? Yes. As a Group Leader, you’re automatically enrolled in the courses assigned to your group. You can work through the material just like your students.

Technical Issues

The site isn’t loading or looks broken. Try clearing your browser cache or opening the site in a different browser (Chrome, Firefox, Safari, or Edge). If the issue persists, contact us with a screenshot.

Videos aren’t playing. Make sure your browser is up to date and that you have a stable internet connection. Try disabling any ad blockers or browser extensions that might interfere with video playback. If videos still won’t play, try a different browser.

I’m on my phone and the site looks different. The site is mobile-responsive and will adjust to fit smaller screens. All course content and quizzes are fully accessible on mobile devices, though we recommend using a desktop or laptop for the best experience, especially during exams.

I’m having an issue not listed here. Use the contact form below to describe your issue, or chat with us live using the widget in the bottom right corner. Include as much detail as possible — what you were doing, what you expected to happen, and what actually happened. Screenshots are always helpful.

Contact Us

Email: support@launchtools.academy

Live Chat: Available via the widget in the bottom right corner of any page.

Response Time: We respond to all inquiries within one business day.