FAQs

Here are some commonly asked questions which may have the answer you’re looking for. We are a small hard working team that works diligently to respond in a timely manner, please check the tips below before reaching out to us.

We appreciate your patience and happy learning!

Questions About Orders

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.

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.

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.

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.

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.

Android Devices:

  1. 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.
  2. 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.

Apple Devices:

  1. 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.
  2. 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.

Questions About Courses

Our 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.

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 Guided Training options.

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.

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.

Didn’t find the answer you were looking for? Please reach out to us by sending an email to isaiah@ictinc.ca and we will get back to you.

To ensure your question is answered in a timely manner, please put your order number in the subject so we can get back to you.