Student Technical Support Request

We strive to make your Academy education as seamless as possible, but technical troubles can arise. Please complete this form as fully as possible, and our technical team will investigate and respond to your request within 48 hours (often much sooner).

NOTE: If you can see this message, you are NOT logged in, which likely explains issues with accessing courses. Please try logging in and see if that fixes your issue. Click here to login. If you forgot your password, click here. If you succeed at logging in, this message will disappear after you refresh this page.

This form is for technical issues, such as broken files and website access problems. For administrative concerns, reach out to liaison@naturalwellnessacademy.org. For course guidance and deadline adjustments, reach out directly to your mentor. To make an online tuition payment, click here.

Let Us Know What’s Going On:

Student Name*

Student Email*

Course Experiencing Problem*

Type of Problem*

Type of Badge Issue*

The badge functionality is extremely new and still in the testing phase, so we apologize for any issues. Note that badges have not populated for all courses. Additionally, badges were not able to be retroactively generated for alums, but we can manually create it when you submit this form.

Websites are constantly changing, and sometimes that results in links breaking! You can use this form to let us know of the broken link, and we will update the link or find a new comparable resource. In the box for the URL, please enter either the URL where you found the broken link or the download button for the file that has a broken link. Also, in the description, please be specific about which link is broken and where the broken link is located. For example, for a file, you might say, "when I click http://example.com in Question 5 in LE 4, I just get an error page".

The "Help with the App" button the app homepage (under "Quick Links") has tutorials on the most common app usages. However, the app is extremely new, and we appreciate your help ironing out bugs. Please describe your issue and where you encountered it below, and we will try to fix it as soon as possible. Sometimes, functions work on one device and not another, and since there are so many different devices with many different OS versions, it can be very difficult to pinpoint why this happens, so we will work together to see how to best address the problem.

Type of Certificate Issue*

To update the name on your e-certificate, click “Edit profile” on your Dashboard, then regenerate the certificate by clicking the certificate button on the Dashboard or on a course portal main page.

Type of Assignment Issue*

No problem! We can clear it for you. Let us know which assignment needs cleared in the description below. Please indicate the assignment name and module name/number (for example, "LE3 in Module 2").

Submission issues can occur due to device incompatibilities or poor internet connection. When you have issues uploading an assignment, best practice is to email the file directly your mentor AND the student liaison (liaison@naturalwellnessacademy.org). You can also submit this form so we can investigate any technical issues with the website.

Type of Access Issue*

Access issues typically occur if you are not logged in. However, they can also occur if the system did not add you to a course, or if there is a technical error with one of our course pages. Submit this form, and we will help you! If you having trouble locating a course, note that all courses that you are enrolled in are available in your Dashboard. In the URL box, please provide the URL of the page that returned an error. (Sometimes, errors will cause you to be redirected to an unexpected page; in this cases, if possible, use the URL of the page that you want to go to, not the page that the site sent you to.)

Type of File Issue*

This is one of our most common issues: after all, we have over 350 files (and growing by the day), so it's inevitable sometimes a file gets swapped or corrupted! Submit this form to let us know which file is having an issue, and we will get you the file and the fix as soon as possible! In the box for the URL, please enter either the URL where you found the download button or the URL of the download button itself.

You can login using your email address as your username. To reset your password, please click here. The reset form will send a message to your email address on file; the message will contain a link to reset your password. If your email address has changed and you can no longer access it, please submit this form, indicating your old email and your new email.

The progress bar is NOT the official record of your progress and is provided for informational purposes only. The progress bar can fail to update for various reasons, such as if you submit assignments directly to your mentor instead of through the portal. Your mentor keeps tracks of all assignments and is the official source of record to verify your eligibility to graduate. However, we understand it can be frustrating when the progress bar does not match your actual progress. If you would like us to update your incorrect progress bar, please submit this form, letting us know which lessons/modules should be marked as completed. Once we receive your request, we will verify it with your mentor and then manually update your course progress bar.

Type of Quiz/Exam Issue*

Sometimes, device incompatibilities or poor internet connection prevent quiz/exam submission. For most of our quizzes/exams, we have a "pen-and-paper" option (Word document), which can be used if you experience technical issues. Please contact your mentor to request the document version of the quiz/exam. You can also submit this form so that we can confirm there is not a website technical issue preventing submission.

You can view your previous attempts and right/wrong answers by going to your Course Dashboard and expanding the course (click the arrow to the left of the course name), then in the resulting “Quizzes” section, click the paper/clipboard icon under “Statistics” next to the quiz/exam name. Click here for an animation on how to view right/wrong answers after you finish the quiz/exam. If you are having trouble with this process, you can submit this form and we will confirm if we received a submission for the quiz/exam from you.

Issues with playing recordings and videos can occur due to device-specific reasons, poor internet connection, or issues with file. Whatever the case, we will help you get access to this resource! In the box for the URL, please enter the URL where you found the trouble recording. Additionally, letting us know your device and browser will help us pinpoint and address potential device-related incompatibilities.

Issues with opening files can occur due to device-specific reasons or due to issues with file itself. Whatever the case, we will help you get access to this resource! In the box for the URL, please enter either the URL where you found the download button or the URL of the download button itself. Additionally, letting us know your device and the software you normally use to open this type of file will help us pinpoint and address potential device-related incompatibilities.

Problem Page (URL/Address)*

Device Type* (e.g., iPhone 10, Windows 8 Laptop)

Software Normally Used to Open File (e.g., Microsoft Word, Apple Pages, Google Chrome)

Browser Type* (e.g., Firefox, Google Chrome)

Description of Problem*

Please be as specific as possible: giving us all of the details upfront to help us locate and replicate an issue means a faster fix and fewer back-and-forth emails. We do appreciate your issue report so we can keep our courses running as flawlessly as possible for our students!