If you have been locked out of your course it is because you have selected an incorrect response three times. This lockout system is implemented to ensure that students who are having difficulty answering questions or understanding the course materials get the assistance needed.

  • Please submit a support ticket request to have your account unlocked (click here). Please note that your request can only be processed Monday to Friday between the hours of 9 am and 5 pm (AEST excluding Australia-wide public holidays).  Your account will be unlocked and you can continue your training.
  • You can also request that a trainer give you a call back to help you to understand the question.
  • If you are locked out again on the same question your details will then be referred to a trainer who can give you assistance in understanding what the question is asking you. Please note that over a weekend it may take up to 2 business days for a trainer to contact you about your course.
  • There are no additional fees for having your account unlocked or if you need to speak to a trainer. 

When answering questions, please ensure that you read the question carefully and ensure that you enter the correct number of responses. For example, if the question is asking you for 3 responses, you must submit at least 3 responses or your answer will be marked as being incorrect by the marking team.