AAA Online Course FAQs
General Technical Issues:
Here are some quick steps to take if you are having technical issues:
Refresh or Restart the Browser
- Close the course tab and reopen it, or refresh the page.
- Try restarting the entire browser to clear session issues.
Check Internet Connection
- Make sure you're connected to a stable Wi-Fi or wired network.
- Try loading another website or video to confirm.
Try a Different Browser or Device
- Some courses work better in certain browsers (e.g., Chrome, Firefox).
- If possible, try accessing the course on a different device, like a laptop or computer.
Clear Cache and Cookies
- Cached data can interfere with course functionality.
- Clear browser cache and cookies, then try reloading the course.
For issues that aren't resolved with these steps, please gather screenshots and send them to our customer support team.
How do I log back in to my course?
Please visit fusion.certus.com. You will be prompted to enter in your username, which is your email address. You can enter in your password (if you have forgotten your password, please select forgot password to receive an email to reset the password). You will be logged into your course and can access your materials!
When does my course expire?
Your course expiration is available for your review every time you log in to the course materials, and during your course on the left side of the screen beneath your order ID.
If your course expires, we are unable to extend this training. The course will have to be repurchased to restart.
What are my next steps after taking the course?
After you finish all course materials, you'll earn a certificate of completion. Your course dashboard will then direct you on accessing or receiving your certificate.
I am not able to move to the next module. What should I do?
- Does the section you are in have a time requirement? If your course is timed, the timer must run down to 00:00:00 before you can click the "Continue" button to advance. The timer appears at the top of the screen.
- Have you completed all interactions? In some courses, you must complete all interactions before moving on. An interaction may include clicking on arrows in a content section or answering questions in the module. Once you have viewed all of the course content, you can proceed.
- Refresh the webpage. If the course does not automatically advance you to the next page once you've satisfied timing or other requirements, refresh the webpage and attempt to resume the course.
- Switch to another browser. For example, try switching from Safari to Google Chrome.
- Clear your cache. When browsing online, web browsers store, or cache, website data like images and scripts to help improve your experience. Clearing your web browser cache removes these stored assets, and this may help resolve display or navigation issues. To clear your cache in Google Chrome, click here. For other browsers, check their Help for instructions.
After trying these steps, we recommend closing out all of your windows and tabs and opening a Private or Incognito window for the course.
My course is locked out, and there is no option to select "Resume Course". What should I do first?
Review your course dashboard to see if there are any red banners indicating that the course is locked out. If you become locked out of the course, follow the on-screen instructions for how to proceed. Some courses have regulations that require you to re-register for the course.
My course is locked out, and there is no option to select "Resume Course". What should I do first?
Review your course dashboard to see if there are any red banners indicating that the course is locked out. If you become locked out of the course, follow the on-screen instructions for how to proceed. Some courses have regulations that require you to re-register for the course.
To avoid missing any checkpoints, be sure to log out of the course when you are not actively participating. If an authentication request pops up, be sure to complete it before navigating away.
Why is there a timer in my course?
Some of our courses utilize module timers. Course timers are required for compliance with regulatory guidelines and cannot be skipped or removed.
If you finish a section before the timer ends, we recommend using the time to review the material before continuing.
I entered in my name and/or address incorrectly. How do I fix this?
For a name change, we can only update small typos. Please contact our support team for assistance if any of your information was entered incorrectly.
Contact Us
If you need further assistance, chat with us at the blue "Live Chat" button on your course dashboard, we are available from 7am-12am Eastern every day or e-mail us at aaasupport@certus.com.
You may also call us at 1-877-476-1254 We are available from 8am-8pm eastern Monday through Friday, 8am-4pm Saturdays, and 12pm-4pm on Sundays.
