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Need Help?
Here are the common questions … and answers! If you don’t find what you need here, our email address is below.
Q: My course won’t launch. How can I fix this? (This is the #1 question we get – and you can solve it yourself!)
A: There are a few things that you can try:
- Make sure your Web browser and workstation meet the minimum system requirements, including the Adobe Flash Player.
- Disable the browser’s pop-up blocker. Right-click to download instructions for your browser: Explorer | Firefox | Chrome
- Enable cookies and Java-Script.
- Disable any add-in toolbars on your internet browser, or at least turn off the pop-up blockers on them. These are things like the Google toolbar, the Yahoo! to and others that sometimes have their own pop-up blockers.
Q: What are the minimum browser requirements for this system?
A: You’ll need a computer with at least the following:
- Latest version of Internet Explorer, Firefox, Chrome or Safari.
- Have pop-up blocking turned off.
Q: My institution wants to pay for the course, How do I take it without paying?
A: Contact the ASIA office asia.office@asia-spinalinjury.org for additional information.
Q: How do I qualify for the student/fellow/trainee discounted InSTeP training?
A: To qualify for the InSTeP student discount, please email a signed letter from your faculty advisor or chair confirming you are a current student, resident, fellow or intern. The letter should be sent to the ASIA office – asia.office@asia-spinalinjury.org and should include the following information:
- Name
- Name of Institution
- City State
- Country
- Name of Supervisor
- Supervisor’s Email Address
After student verification, your name will be entered into the system and you will be provided a link to register and pay for the student training. This usually takes up to 48 hours.
Q: How can I see my training transcript including a record of my scores?
A: Click Certificate icon, on the right side of your Learning Plan.
Q: Can I exit an online course before I’ve finished it?
A: Yes. The system tracks your progress and allows you to resume the course from your stopping point.
Q: How can I print my course Completion Certificate?
A: After you’ve successfully completed a course, the system will add a certificate icon to your Learning Plan. Clicking on this icon will open the pdf and you can us Print icon to print it. It will also record the date the course was completed and the amount of time you spent taking it.
Q: Can I review an online course after I’ve completed it?
A: No. Modules can be reviewed prior to taking the final exam.
Q: If I retake the modules and assessments, will my scores change?
A: No. Once you’ve completed all of the course modules and passed each of the assessments with a score of 80% or higher, then your scores are set. You can retake assessments if you like, but the results will not be recorded in the system.
Q: I registered for a course and paid, but now I’ve changed my mind. I don’t want to take the course. What do I do?
A: Once you launch a course on this website, no refund will be issued for that course. Requests for refunds for courses not launched must be submitted to ASIA. Written requests should be submitted to:
American Spinal Injury Association
9702 Gayton Rd, Suite 306
Richmond, VA 23238
Q: I did the work in all of the modules and finished the evaluation. Why didn’t I receive a Certificate of Completion?
A: There are a few reasons why you might not have received a certificate:
- In order to receive a certificate, you must have passed all of the course assessments with a minimum score of 80%. Check your Lessons menu to see your score on each assessment. You must complete all modules and the course assessment to receive the certificate.
- The certificate is available online through the Learning Center – you may launch and print it online. Your certificate will not be mailed to you.
Q. Why does the system keep logging me out?
A. The system is set up to automatically log you out after 20 minutes of inactivity. You can log back in as soon as you start working again.
Q. How do I change my password?
A. Click on ‘Update Profile’ in the left-hand menu. Enter your new password in the ‘New Password’ field, then again to confirm it.
Q: Where do I go if I need more help?
A: Contact our team via email at ASIA.Office@asia-spinalinjury.org or by phone at 877-274-2724. We’re here Monday-Friday, 8:30-5:00 pm Eastern Time.
