Scope of Support
Support is available to registered learners and customers who purchase or access Therapy Council products through approved channels.
- Account registration, login, password reset, and profile access.
- Course access, progress tracking, downloads, quizzes, exams, and certificate availability.
- Payment confirmation, invoice questions, refund routing, and subscription questions where applicable.
- Technical troubleshooting for supported browsers, devices, and standard internet connections.
What Support Does Not Cover
- Clinical, medical, legal, regulatory, supervision, licensing, or employment advice.
- Debugging learner-owned devices, third-party software, corporate firewalls, or unsupported browser extensions.
- Completing coursework, assignments, exams, or assessments on a learner's behalf.
- Requests involving unauthorized account sharing, copied materials, fraudulent credentials, or policy violations.
Support Channels and Hours
Support requests should be sent to support@therapycouncil.org. We aim to review requests during business days, excluding public holidays and planned closures.
Response Targets
- Critical access or payment-blocking issues: initial response targeted within one business day.
- Course, certificate, and account questions: initial response targeted within two business days.
- General questions, feedback, and non-urgent requests: initial response targeted within three business days.
Escalation
If a request requires deeper technical, billing, or policy review, we may escalate internally. We may ask for screenshots, order IDs, browser details, timestamps, and the email address associated with the account.
Learner Responsibilities
- Use a supported modern browser and a stable internet connection.
- Keep account and contact information current.
- Describe the issue clearly and avoid sending unnecessary sensitive personal information.
- Respect support staff and communicate without harassment, threats, or discriminatory language.
Maintenance
We may perform planned or emergency maintenance to preserve platform reliability and security. When practical, planned maintenance will be communicated in advance.
Contact
Support requests can be sent to Therapy Council at support@therapycouncil.org.