Help and support
Email the Academy
service@empathetic-ai.comFor questions before you enrol or help with a course you have already purchased.
Include in your message
- Your name and the email used for your Academy account.
- The course title and a brief description of your question.
- The lesson name, error message or order reference, if relevant.
Do not email passwords, full card details or confidential client or business records. Remove private information from any screenshots.
Getting started
▸How do I access a course I have purchased?
Sign in using the email associated with your purchase, then open My Courses.
If the course is missing or you cannot sign in, email support with the course title and your purchase email. Include your order reference if you have it.
▸Can I enrol in just one course?
Yes. Each paid course stands on its own. You can enrol in one or several, and you do not need to complete another Academy course first.
Each course has its own lessons, practice files, assessment, certificate of completion and badge. Check the course description for the experience and software needed.
▸Which AI software or subscription do I need?
Requirements differ by course. Read the software and access requirements on your chosen course description page before enrolling. AI software subscriptions and any usage charges are separate from the course fee.
If you are unsure, email us with the course title and the account or subscription you intend to use. For a workplace account, also check feature access and permitted use with your administrator.
Learning and assessment
▸Where do I find the practice files?
The practice files sit at the top of the contents panel beside every lesson, so you can reach them at any point in the course. If the download is a ZIP file, extract it before opening the individual files.
Save your working copy and follow the lesson instructions. Use the supplied fictional data for exercises. Do not upload real client, employee or confidential business information to an AI tool.
▸What do I need to complete to earn my certificate and badge?
For each paid course, complete the required lessons, practical activities and any course project, and achieve at least 80% in the final assessment. Follow the completion instructions within your course.
Each completed course earns its own Empathetic AI Academy certificate of completion and badge. If you have met the requirements but cannot find your award, contact support with your course title and account email.
▸Why can I not see my assessment result?
Answer every question, then select Submit answers to see your result. The pass mark for each paid course is 80%.
If you change an answer, submit again to update the result. Review the explanations for any missed questions before trying again. There is no limit on attempts. If the result still does not appear after all questions are answered, email support with the course title and a screenshot of the issue.
▸What if an instruction is unclear or I find an error?
Email support with the course title, module and lesson name. Quote the relevant instruction or describe the figure, link or file that needs checking. For a software issue, include the tool you are using and the error message.
Use the supplied fictional example when explaining your question.
Payments and enrolment
▸What should I do if I have a payment or receipt issue?
Email support with the course title, purchase email, payment date and order reference, if available. Describe whether the issue concerns checkout, a receipt, a charge or course access.
If you have been charged but cannot access your course, contact us before paying again. Do not send full card details.
▸Where can I check access, refund and privacy terms?
Read the Academy terms, refunds and privacy information before purchasing. For a question about an existing enrolment or a refund request, email support with your course title and order reference.
For enrolment across your organisation, visit Team enrolment or email us with the courses you are considering and the number of learners.