For faster answers to your questions, we suggest you check out the FAQs in the toolbar above as our most commonly requested questions are answered there.
If your question is not answered in the FAQ section complete the form below. We try our best to answer during the next business day.
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Frequently asked questions
I purchased the course for someone else to take, but I didn’t enter their information. How will they gain access to the course?
There is an opportunity to leave contact information for the learner in the “notes” section of the order. However, not to worry if this was missed. Please send us an email with your order number in the subject line along with the contact information for the learner.
If someone else registered you:
Confirm that you are entering the same email address that was used when your registration was purchased. Did you use a personal email address at purchase but are now trying with your office email? Did someone else register you and they used their email address? If someone else registered you ask them for the Welcome letters or contact us to change the email address.
How come I didn’t receive the email for the course?
Are you trying to log into the Indigenous Relations Academy shopping cart instead of the link to the courses?
The course welcome emails are automatically sent to the email address provided when you make your purchase. Sometimes email providers do not immediately recognize the sender, so they will land in your spam folder. Make sure you check your spam folder (or junk) folder before reaching out.
Alternatively, you can sign up for an account on our website by clicking here. Once you have created an account, you will have access to your dashboard where all registered courses will be available.
Remember to use the same email address used when registering for the course. We suggest bookmarking this page while you are taking our training.
Why didn’t the course provide me with a certificate?
After completing the course, you will be routed to a subsequent certificate page following the survey section where you can download the certificate. If you aren’t routed to this subsequent certificate page, it is likely that you still have uncompleted lessons to finish. Make sure you watch all course videos in their entirety before moving to the next lesson. Remember you have access to the course for up to 30 days, so you can go back to review lessons before it expires. If you were not provided the certificate, we recommend going into each lesson and making sure all requirements are completed.
How do I download the certificate after I complete the course?
When you have completed 100% of the course by finishing each lesson in its entirety, you will be brought to a page where you can download a PDF version of the certificate. You will be able to save this to your desired destination or print a copy for your records.
How do I download my eBook?
Our eBooks are in EPUB format, so you will need a compatible device in order to read (i.e. Apple Books formerly iBooks, or Google Read). These eBooks are not in PDF format, so accessing them through Adobe Reader or Preview is not possible. The eBook will automatically download to the device the order was purchased on and you will have one attempt to download the eBook. If you are unable to download the eBook and/or want it on another device, please send us an email with the order number in the subject line.
After purchase, you will receive an email which contains a link to download your ebook near the bottom of the page. If you click on the link a new browser page may ask where you want to download the ebook. Press 'Download' or 'Save.' NOTE: If you weren't asked where to download the ebook, by default, ebook files generally download into the 'Downloads' folder on your computer. The file type will be EPUB.Next, transfer the ebook to your ebook reader or to your computer, tablet or phone. To do this, on your computer or ebook reader go to Google Play Books (https://play.google.com/books). Click on the Upload Files button on the top right of the screen. Find the ebook in the folder it was downloaded into. The file type will be EPUB.
After purchase, you will receive an email which contains a link to download your ebook near the bottom of the page. If you click on the link a new browser page may ask where you want to download the ebook. Press 'Download' or 'Save.' NOTE: If you weren't asked where to download the ebook, by default, ebook files generally download into the 'Downloads' folder on your computer. The file type will be EPUB.Click on the downloaded ebook file. This should prompt the file to open in Apple's default ebook reader. If you have the latest OS, this will be Apple Books (formerly iBooks). Apple Books is also the default ebook reader on Apple iPhone, iPad and iPods with the latest version of iOS.
I signed up for a guided training session but I did not receive an email with the link, what should I do?
Our Live Guided Training sessions are prepared and scheduled months in advance, as we need to accommodate several time zones and fit them into our trainers’ schedules. Each order is personally processed and handled by our team, so we ask for your patience while we organize the training sessions. In light of this year’s pandemic, we have moved into an online based training platform through Zoom. Each participant will receive 2 emails before their course date: first being a confirmation email with what to expect, and second being the direct link to the meeting (sent 2-3 days before the training). If you have not received the first email within 24 hours, please send us an email with your order number in the subject line and we will get back to you.
I am currently enrolled in a self-guided course, but I have a question about the material. Who should I ask?
Our self-guided courses are designed for the learners to work at their own pace without direct guidance from our instructors.
On the right hand side of each lesson, you will find a small indicator that will open up a discussion section, where you can add your questions or comments as well as read from others who have taken the course. The lessons are in-depth, and you have access to review the material for the full length of the access time no matter when you complete the materials.
We do our best to respond to questions in the discussion page, but sometimes we are unable to get to them all. We encourage other learners to share their thoughts in the discussion page. If you find yourself with several questions, we suggest looking into our Live Guided Training options.
I’m running out of time on the course, how do I add an extension?
We understand that a busy schedule can sometimes get the best of us. The courses are set up to allow a 30-day period to complete the courses. In the event that you are unable to finish within the allotted time, you can purchase an extension here for up to 7 days after the expiry. Please make sure to select the correct course you are registered for by selecting from the dropdown menu. The extension may take up 24 hours to process, so please be patient while it updates your account.
Why is the video in the course player frozen?
This is likely due to either your browser or cache. Sometimes working through a “virtual office” on your company’s computer will block video playback for security reasons, however if you go into “incognito” mode it will rectify the issue. If this persists, please attempt using a course-friendly browser such as Google Chrome OR working on a non-company linked computer. The next step would be to clear your cache, by going to settings of your browser and removing its logged cache backup.
You may need to speak with your IT team for certain permissions or use another personal computer not linked to your company's platform.
Please check out this troubleshooting guide - Browser Troubleshooting. We find that going through the steps in this guide generally resolves the issue.
I am from a different country but interested in taking your training. Is the material applicable to me?
While the history specifics will be different, the general treatment of Indigenous Peoples (Native Americans, Aboriginal, First Peoples, etc.) is the same. Similar interactions with settlers, similar government bureaucracy, similar residential schools and most importantly similar understanding that Native Americans are not a homogeneous group. I would suggest you begin with our Indigenous Awareness Self-Guided course first. You can get a feel for this material before committing to our full course, Working Effectively with Indigenous Peoples®. The general message throughout our training is applicable globally.
How do I turn on subtitles/closed captions on the course videos?
You can turn on the closed captions by going towards the bottom right corner of the control bar. You will see a small icon “CC,” click this and select English as your preferred language. French closed captions are also available in select courses: Indigenous Awareness & Indigenous Relations.
I keep getting the "Retry Later" error message when I try accessing my course! What should I do?
This is more than likely an issue with your browser, but this issue can take a few minutes to correct. The platform prefers a direct browser and preferably not Internet Explorer. If you are using a "virtual office" platform through your company or organization, you may need to speak with your IT team for certain permissions or use another personal computer not linked to your company's platform. What we recommend is trying to access the course through a non company-linked computer(separate network), which in most cases resolves the issue.
My password isn’t being accepted, what do I do?
When signing into your account, there will be a "Forgot Your Password?" just below the "Sign In" button.
Please click this link, and it will request your email address to reset your password. In your inbox, you will receive instructions to create a new password.
You should then be able to sign in without difficulty. We suggest bookmarking the following page until you have completed the training: https://learn.indigenousrelationsacademy.com/users/sign_in
Quick tip: it is important to make sure you are using the SAME email addresses you registered with.