FAQ

  • I know my login details but the site is not letting me login

    There is a chance you might be trying to log in to one of our other websites. Go to the sign in button on the top of this page and try there. If that works, bookmark this site so you know where to head to next time. Alternately, you can copy and paste this link to get to our login page http://www.phoenix-support.thinkific.com/

  • I can't remember my login details

    First of all, have you received an email from us about course completion recently? If you have, click on the link at the bottom of the email that says 'Login to your account' and use the email address the email was sent to to login. If you can't remember your password, you can reset it with that email address. If this doesn't work, it's no problem, we can help. For fastest support, call us on 1300 361 243 during business hours and we can retrieve them for you immediately. Alternately, email us at info@phoenix-support.com.au (due to a high volume of emails our response time is currently up to 3 days).

  • I can log in and see my dashboard but the course is not there

    Usually this happens if your course enrollment has expired. All of our courses are time limited. If you require an extension, please email us at info@phoenix-support.com.au. Please note, we may not always be able to accommodate these requests, depending on the time elapsed and the course you are wanting to access.

Browser troubleshooting steps

Sometimes the issue has to do with your internet browser. If you the course is not appearing properly in the web page, these tips may help

  • Clear cache and restart the browser. Also check if you’re using the newest version of the browser

  • Try a different browser (we like Google Chrome)

  • Try an Incognito / Private Window (this will rule out an issue with browser extensions).

  • Restart the device (it's a cliche but it works!)

  • If possible, try a different device!

  • If possible, try a different internet connection! School and/or corporate firewalls occasionally block our video provider.

Some more things to try

Here's a few things we'll start with when you call us. Try these first then let us know if you've tried them all if you still need to give us a call.

  • When students cannot access a course or their account we often find it is because they are using the wrong or misspelled email address.

  • If you have reset your password (or are attempting to), the email from the site can take up to 10 minutes.

  • If the student gets an error when they click the reset link that says Error: reset token failed, this is usually because they clicked Forgot my password many times and are attempting to use an old link. It can also happen if they click on a link that is over 6 hours old.

Still need help?

We'll get it sorted

If none of the above did the trick, we'll look into it for you. 

  • For fastest support, call us on 1300 361 243 during business hours 
  • Alternately, email us with as many details as possible at info@phoenix-support.com.au (due to a high volume of emails our response time is currently up to 3 days). Include your name, email address, the course you were working on, and the receipt or order number if available.