Question 1

How do I get an academy account?

Accepted Answer

Submit the Request Access form. Academy staff review every request and assign your role, department and access level. Approval is never automatic, and no training content is visible before it.

Question 2

I was given a temporary PIN. What do I do?

Accepted Answer

Go to Sign In and use the PIN option with the identifier academy staff gave you. You will be asked to set your own password and a private PIN on first use. Never share your PIN — staff will never ask for it in chat.

Question 3

What can I see before I am approved and enrolled?

Accepted Answer

Only public pages: this FAQ, how training works, and safe course overviews. Lessons, study material, knowledge checks, scenarios, exams, records, rosters, calendars and certificates stay locked.

Question 4

How does payment work?

Accepted Answer

Payments are manual in-city transactions only — no real-world money or cards. When a course requires payment, you choose self-paid or department-paid where allowed, follow the payment instructions on your order, and a payment reviewer confirms it.

Question 5

I paid and enrolled. Why is my graded work still locked?

Accepted Answer

Study material unlocks once enrollment is active, but knowledge checks, scenarios, practicals, field training and exams open only after your instructor starts your class or cohort.

Question 6

How do I earn a certificate?

Accepted Answer

Complete every required module, practical, field-training item and exam, and meet the course's passing score. Certificates are issued by academy staff and can be verified from the certificate page.

Question 7

Who do I contact for help?

Accepted Answer

Use the contact details in the Contact & support section on the Academy Home page, or ask a Training Administrator in your community.

Questions before you enter the academy