Help Desk

Facing technical issues? We are here to help.

Equinet Help Desk

Account & Profile

Have trouble logging in? Here are some solutions.

I have forgotten my email address or username and can't login

Let us assist you to recover your email address or username by submitting a support request via our contact page.

I have forgotten my password and can't login

Select ‘Lost your password?‘ on the login page.

You will be redirected to a page to fill in your email address and receive a password reset email in your inbox.

It may take several minutes for the email to appear. If you do not receive any email after a few minutes, repeat the above steps again.

How do I create an account?

You may click here to start creating an account.

What happens after I create an account?

You’ll be enrolled into our Digital Marketing Essentials course and be able to access and explore your account dashboard.

How do I secure my account?

There are several ways to secure your account, the most common one is to create a strong password by including numbers, symbols and uppercase and lowercase letters to reduce the risk of getting hacked.

How do I view, change and/or update my login details?

You may update your email address, username or password by navigating from the user drop-down menu and selecting ‘My Account’. On the left side of the user dashboard, please scroll down to ‘My Account’ and click on the option to select ‘Edit Account’.

Technical Support

Video & Audio Troubleshoot

What can I do if a video is not playing?

If you are able to watch other learning videos without any interruptions, this may indicate that there is a technical issue with the original video. Please contact our support using the chat button so we can fix this issue without any delay.

However, if you’re encountering playback issues with other learning videos, please try these troubleshooting steps:

  • Try watching the learning videos in incognito mode. (CMD + Shift + n or CTRL + Shift + n)
  • Try a different browser, such as Google Chrome, Mozilla Firefox, or browsers alike. If you are already using Google Chrome, please ensure that there are no browser extensions causing your playback issues.
  • Do ensure that your browser is in the latest version.
  • Clear your browsing cache.
  • Try a hard refresh (CTRL + F5)

If the troubleshooting steps do not work for you, please do not hesitate to contact our support for further assistance.

What can I do if a video is playing but there is no audio?

If you are learning from a desktop/laptop, navigate to your system’s volume mixer and ensure that your browser’s volume is at maximum.

In the event where you are able to watch other learning videos with audio without any interruptions, this may indicate that there is a technical issue with the original video. Please contact our support so we can fix this issue.

Billing & Access

What payment methods can I use?

You may pay by credit or debit card.

I have purchased a plan but I can't login to my account

Ensure that you have entered the correct login details, username being the email address that you have filled up, and password that you have created upon placing an order.

If you are still unable to login, please contact our support for us to further assist you.

How do I access my toolkits?

You may access your toolkits by navigating from the user drop-down menu and selecting ‘My Toolkits‘. On the left side of the user dashboard, please scroll down to ‘My Toolkits’ to view and select all toolkits you have access to.

How do I access my online course(s)?
You may access your online courses by navigating from the user drop-down menu and selecting ‘My Online Courses‘. On the left side of the user dashboard, please scroll down to ‘My Online Courses’ to view and select all online courses you have access to.
How do I access my course resources?

You may access your course resources by navigating from the user drop-down menu and selecting ‘My Course Resources‘. On the left side of the user dashboard, please scroll down to ‘My Courses Resources’ to view and select the course resources that you have access to.

If you are still facing any issues, you may contact us.

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