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What to do when you have trouble signing up:

Q. "I've entered my payment details correctly but the purchase won't complete."

A. Sometimes international payments are automatically blocked by your bank. You may need to call them to confirm the transaction is being made by you so that the purchase can complete.


Q. "The site says my email is already in use so I cannot proceed with payment."

A. If you have already created an account in the past please click 'Sign In' at the top of the page, enter your email address and select 'Forgot password?' underneath the password box. Follow the instructions to retrieve your login information. Once logged in you can complete your purcahse by selecting the relevant course here.


Q. "What is the cost of the course in my currency?"

A. For an up to date currency conversion we recommend consulting google. Simply type the course amount follows by "in your currncy abbreviation" for example: "800 eur in USD". Remember your bank or paypal may add an additional fee for conversion. You can contact them for an exact total.

Logging in

What to do when you can't log in:

Q. "I can't remember my password."

A. If you have already created an account in the past please click 'Sign In' at the top of the page, enter your email address and select 'Forgot password?' underneath the password box. Follow the instructions to retrieve your login information.


Q. "I can't remember which email I signed up with for my course."

A. Please search all email inboxes (and junkmail) for an email with the subject heading 'You are now enrolled in DCZ OPERATOR!'. This is automatically sent to all students at the time of sign up. If you can't locate this or other emails regarding the course please email hello@helen.black with your full name and date of purchase.


Q. "How do I find the course after logging in?"

A. Usually your current course will appear upon login with correct information. If you cannot see any course you may need to check you are using the login associated with your purchase (see above). Otherwise, select 'my dashboard' at the top of the page and choose the course you wish to work through.

Registration

How to complete registration for your course:

Q. "I'm not sure what to do after purchasing the course."

A. An automated email is sent to students upon successful purchase of their course. Please check your email inbox or junkmail as this email contains important instructions about registration.


Q. "How will you know where to post my course materials?"

A. In the first section of the Operator training you will be asked to provide your shipping details. Items will be shipped up to one month ahead of course launch date. Shipping details cannot be altered once put into the system. 


Q. "When will my manual and tool arrive?"

A. Manuals and tools are posted a maximum of one month before the course start date. These usually take 10-15 working days to arrive at international destinations. No tracking information is provided.


Q. "Do I need my manual and tool to begin the course?"

A. No, it is possible and encouraged that students begin their training even without their materials.


Q. "When completing the AIRFI membership form I'm not sure what to enter for 'level of study'?"

A. What is the highest level of qualification you have attained? Eg: BA, MA, PhD, Diploma, etc.

Technical issues

Misc and resolving technical problems:

Q. "I see a 404 error message when I login to the course."

A. Try accessing the site from another device. If the problem persists please email a screenshot to hello@helen.black.


Q. "I cannot see the live call replay links."

A. replay links are updated once a week. You may need to log out and then login anew in order to find the links under the 'Resources' tab.


Q. "The course has disappeared from my dashboard, what's happened?"

A. You may be temporarily excluded from the course if you missed a payment plan payment. In this case please update your payment information as instructed in our automated email sent to the address on file. Otherwise, your course access may have terminated. This happens for students of the Operator training 3 months after its launch (unless otherwise indicated).


Q. "My query is not listed here."

A. Please email our support team at hello@helen.black for further assistance.

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