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Frequently Asked Questions

We want you to have a great experience. We’ve compiled a list of our most frequently asked questions, so you can find the answers you are looking for when you need them. 

Question Topics

Your Account

Browser/Computer Issues

If you do not see your question under the FAQ below, please contact us with your question at customers@weknowtraining.ca or 1-800-465-3366.

You can also contact EFCL via the online contact form HERE. 

Your Account

My username/password doesn’t work or I can’t remember it.

Be sure you are typing in the username/password exactly as you did when registering your account. Your username and password is case sensitive, so check to make sure the Caps Lock button isn’t on. Make sure you’ve confirmed your account through the link that was sent to you when you signed up.

If you’ve forgotten your password, you can recover it here.

How do I change my password or personal information?

In the admin sidebar, click on “My Profile” in the Account section.

To change your password, click the "Change My Password" button at the bottom of the page. You can also edit your personal information and preferences here.

Please note that you are required to enter your current password whenever you make changes.

I think I am missing a course; it is not listed under ‘My Courses.’

Please contact the EFCL to receive the enrolment key for the specific course you need to complete.

I was told to add another course to my account. How do I do that?

Simply log into your account and click on ‘My Courses’. There is a box to enter the provided enrolment key, shown at the bottom of your course list. If you do not have an enrolment key, contact your training manager.

If you’ve been emailed an invitation for a course instead of given an enrolment key, simply click “Accept” on the pending course invitation.

Browser/Computer Issues

What does my computer need to take your courses?

To take our courses, we recommend using Google Chrome as your browser of choice. Our platform works best through Chrome.

The webpage won't come up; it just says "Page not found."

Close your browser and then open it again. Try typing the website (including www.) in the address bar, instead of using the link from your email or from your favourites list. You may also need to delete your cache.

It's taking a long time to load the course.

Each chapter is loaded completely before you begin a lesson, and if you have a dial-up connection this will take longer than if you have a high-speed connection. You may have to delete your cache, and should close all other applications or programs that are open.

Recommended Browsers:

Google Chrome is the main browser that we recommend for our platform and the courses.

Mozilla Firefox is the second browser we recommend if Chrome is inaccessible for you; however, this browser sometimes encounters issues when it comes to module completions.

Internet Explorer is not recommended and is unsupported by our platform.

Course Completions

How do I print/export my certificate?

If the course you completed features a certificate and you want to print it, this is what you do:

Go to “My Certifications” in the sidebar. Click “View” on the certification you wish to print, then either “Export Digital Badge” or “View Wallet/Wall Certificate”.

I've finished my course, but my status is showing as ‘Partially Completed’ and I can’t print my certificate.

If you've completed your course but it remains in-progress, you may have missed a step. This sometimes happens when one returns to a previous module to review material but selects 'no' when the system asks if they want to resume where they left off. 

Please return to the incomplete modules and verify that you haven't missed any steps. 

If you have completed all the modules but the modules aren’t registering as being completed, please contact We Know Training at customers@weknowtraining.ca or 1-800-465-3366.