Account Recovery

Username Recovery
If you've registered with us in the past, but you can't remember your username, you can contact our support department for help.

We don't have an automatic system for recovering usernames because we use email addresses as usernames. However, a skillsoft representative will be happy to help you recover your account information.
Password Recovery
If you've forgotten your password, but you remember your username, we have an automatic password recovery option you can utilize.

A temporary password will be emailed to you, and when you log in with it, you will be prompted to create a new password. For security reasons, passwords are not recoverable in our system. If you lost your password, the only option is to request a new one time use temporary password.

Order Questions

What am I buying?
Skillsoft is the world leader in elearning. Our online training programs are the choice for over 13 million learners worldwide, and now we've made our most popular courses easily accessible to you through our store.

When you purchase a course from us, we give you a license that grants access to all of the materials associated with that course.
Courses
Skillsoft's courses are interactive learning environments that allow you to progress at your own pace. Once you've reviewed the learning material for a course, you may take an accredited test to gain your certification.
Bundles of Courses
In addition to single course purchases, we also offer bundles of courses that are commonly purchased together. When you buy a bundle, you'll be given a license that grants access to multiple courses, and you'll be able to take the courses at your own pace.
How are orders fulfilled?
Licenses for courses are emailed to you after your order is placed. Please note that you will receive your order receipt and your licenses in separate emails. The process should only take a few minutes, so be sure your spam filter doesn't mistakenly catch the emails.

Along with your licenses, you'll be given a link to the website where you will take the courses. Follow the link, log in, and redeem your licenses to access your content.
How do I cancel my order / How do I get a refund?
If there is a problem with your order, please contact our customer support here and have your order number ready.

License Questions

What is a license?
A license is a code that may be used to redeem a course.
Where do I get a license for a course when purchasing for myself?
After purchasing one or more courses for yourself your license will be auto-redeemed and you will be directed to the “Courses” page and given the option to launch the course directly. Note that you will not be allowed to buy more than one of the same course when “Purchasing for self”. If you need to purchase for both yourself and others, please choose the “Purchase for others” option.
Where do my training recipients get a license for a course when purchasing for others?
Upon completing the purchase transaction as “Purchase for others”, you will have the ability to assign the license to previously created users or create a new user for the assignment. When you confirm your license assignments the user(s) will receive an email with a URL link and the license code.
How do I redeem a license after purchasing for myself?
The license code will be auto-redeemed after completing the purchase transaction.
How do my training recipients redeem a license code after purchasing for others?
The selected user(s) will receive a URL link and license code by email. Once logged in they will have the ability to redeem their license code and launch the purchased course.
How do I redeem a license?
When you receive the email that contains your license, you will also receive a link. This is where you will need to go to redeem your license and access the course you've purchased.
How many times can a license be redeemed?
A license may only be redeemed once.
Can I give my license to someone else?
Yes, once you purchase a license, you may give it to another individual.

Then, the recipient may redeem the license through the normal procedure and access the course that was purchased.
When does my license expire?
Unless otherwise noted, licenses expire one year after purchase.
I'm getting an error when I redeem my license. What should I do?
If you are receiving an error when you attempt to redeem your license, then your license may not be valid. Please ensure that you have correctly entered in the license key.

If you believe that you are using a valid license, but you're still getting an error, please do not hesitate to contact us.

System Requirements

Browser Test
Click here to perform a browser test on you computer.

Many of Skillsoft's courses make use of Adobe Flash, Java, or similar browser add-ons. Our quick browser test will ensure that your browser is compatible with our content.
Supported Browsers
Skillsoft recognizes that our customers use a variety of browsers to access our many web sites and elearning products. To keep pace with the rapid changes in and seamless release cycles of some of today's most popular browsers, Skillsoft has updated their methodology for third-party browser and plugin support.

Click here to view Skillsoft's full statement on browser support.
Skillsoft Player System Requirements
Click here to view a full list of requirements for Skillsoft's player.

Frequently Asked Questions (FAQ)

How do I access an online course?
Upon purchase, you will receive an email confirmation containing your login and license redemption credentials. If you have not received this email, please check your spam filter. Email confirmation should be received within one (1) hour. If not, please Contact Us.
How soon after buying a course subscription am I able to use the courses?
Almost immediately; after entering your credit card information, you will receive a confirmation receipt e-mail with your login information along with instructions for taking a course. If you are buying multiple subscriptions intended for yourself and others, you will receive instructions for setting up new users and assigning subscriptions in your email receipt.
Will I receive notification when a course will expire?
Yes. You will receive an email thirty (30) days prior to your course expiring.
How long may I use the courses after I purchase a subscription?
Subscriptions are good for one (1) year from date of purchase.
Where can I find my course license?
Once you make a purchase, you will receive an email confirmation. A second email containing your course license number will be sent to the address on file. This course license will be used to redeem your training course.
What if I cannot finish a course, will it save and allow me to come back?
Yes. All Skillsoft training courses allow you to complete training at your own pace. Login, complete as much or as little as you want, then log out. The Skillsoft training application will record your progress and save your place for next time.
What is the pass score for exams?
Exams passing rates differ based on course requirements. However, the minimum pass score is 70%.
Will I receive a certificate upon course completion?
Once you complete the training and successfully pass the final exam, a course completion certificate will be available to print. Depending on the specific course taken, an additional permit or certificate may be mailed to the student from either Skillsoft or the regulatory body.
How do I re-test if I did not pass the exam?
If you do not pass your exam, you may review your course content and re-take the exam.
How many times can I retest?
For most programs, if you fail your exam, there is an opportunity to either retake the exam or the program.
What do I do, if I have a question about my exam results?
Any questions can be submitted through one of our various contact methods. To contact one of our staff, please use the Contact Us page.
Does my certificate expire?
Yes. The expiration of the certificate varies based on location and course. Please check course details for further information.
Can I re-print my certificate if I lose it?
Yes. You may access your account at any time to re-print your certificate of completion.
How do I request a correction or change of information on my certificate?
Any changes needed to your certificate must be done by our customer service team. To contact one of our staff, please use the Contact Us page.
How do I change my password?
Click “Forgot Password” link located on the login screen. Or, you can click here.
Where can I update my contact information?
Account Information can be changed by clicking the Sign In / Account tab, then selecting “Your Account.” It can also be changed in your shopping cart by clicking the cart icon, clicking “View Cart,” and clicking “Edit Your Billing Address.”
When trying to register for courses, I received a message “error has occurred while processing credit card.”
Please make sure that the address that you are using the billing address on the credit card account if it is different from your Contact Info address. Our verification software will reject the transaction if the two addresses are not the same. If this is not the case, please check with your bank or credit card issuer to insure that funds are available for the transaction.
During checkout, I am asked for the CSC numbers on my credit card. What are those?
The CSC, or Card Security Code, is an additional set of numbers on your credit card that adds an additional layer of protection against fraud. This number can be found next to the signature area on your card if you are using a Visa, MasterCard, or Discover card. If you are using an American Express card this number is found on the front of the card and is printed above your card number.
How do I know if these courses are the kind of instruction I'm looking for?
You can try one or more of our free demo courses by clicking on the "View A Demo Course Now" on the right side of our home page. Our demo provides a typical example of the level of interactivity, depth of content, and navigation to ensure that this is the kind of online instruction you need.
Can I log in to the courses from another computer?
Yes, as long as the computer has Internet access and Microsoft Internet Explorer 5.5 or higher. You can be signed on to the courses from only one computer at a time.
How do I know what is included in each subscription package, series, or course?
Each course is outlined with topics and course objectives; this can be viewed on our Course Overview page. This information can be accessed by clicking the Browse Course tab near the top of this page.
Are the courses ever updated?
Yes, courses are updated as required by changes to regulations or as needed. When an updated course that belongs in your subscription is released you will receive it free of charge during the term of your subscription.
I don't have a credit card. May I pay by check or money order?
You must use a credit card to purchase a subscription.
What if I bought the wrong subscription?
Please Contact Us for more information.
What is the refund policy?
At its discretion, Skillsoft allows the refund of any product purchased through the online storefront, this is assuming course has not been completed, certificate has not been issued, and reports have not been distributed to unnecessary parties. Refund requests must be made within three (3) days of your purchase. Please Contact Us to request a refund.
What if I am not finished taking the courses when they expire?
Renewal instructions are sent one month before your subscription expires or you can use this site to renew by logging in and clicking the My Account tab on this page. You should renew before your courses expire.
Will the price be the same when I renew my subscription?
Possibly. If there should be a price update before your expiration then renewals will be offered at the new price.
What are the System Requirements for taking a course?
The following are the minimum user system requirements necessary:
  • Minimum 500MHz Processor, 128 MB RAM
  • Minimum display resolution 1024x768
  • Windows 2000, XP, Vista, or 7; Mac OS X v10.4 and later
  • Internet Explorer 7.0+; Firefox 3.0+; Chrome 3.0+; Safari 4.0+. Course Administrators must use Internet Explorer 7.0+
  • 56K minimum connection; broadband (256 kbps or higher) recommended
  • Windows Media Player 9.0+
  • JavaScript, popup windows and cookies enabled
  • Adobe Flash Player 10.0+
  • Sound card with speakers or headphones strongly recommended
Because Skillsoft courses utilize pop-up windows, pop-up blockers must be disabled. If you have firewall or cookie management software, please allow skillsoft.com as a trusted site. Adobe Flash Player 10 or higher is recommended for best experience in all browsers and is required for browsers other than Internet Explorer. A text-only version is available for users who do not have Adobe Flash Player.
What modem speed is recommended for these courses?
Courses play well through 56 KB modems and play is faster as connection speeds increase. Most courses are designed for highly efficient, real-time presentation with an average page size of under 20 Kb. Video courses use streaming media at a rate of 15 frames per second, sent in a continuous stream that is played as it arrives. Several video quality options are also available based on your internet connection speed. If you experience any issues with audio and video synching, try changing the setting to Medium or Low.
How are complaints and appeals handled?
SkillSoft Customer Support has as its primary focus the support of SkillSoft customers in their use of all SkillSoft products, services and solutions. We have created and adhere to stringent processes in the production, review and delivery of these products. However, we accept that mistakes can happen in the production of the courseware and have established policies and procedures to facilitate feedback (and when necessary, complaints and appeals) from our customers.

Requests for course correction, refunds, complaints resolution and appeals can be submitted in a variety of forms. A "course evaluation" link resides inside most courses and allows a student to provide feedback via a form to the Skillsoft Courseware Services team for review and correction. Support service requests are received by the Skillsoft Customer Support team via telephone, email, web form, self-service portal, or Live Help (one-on-one chat). For contact information, please view the Contact Us page.

If the issue is not resolved, a new case is created for the complaints and appeals. If the Support Representative has not resolved the complaints and appeals, then the representative will escalate the case to the Customer Service Team Leader group who will route the escalation to the appropriate Level II resource within Customer Support.

Level II Support personnel will follow-up with the customer before 5:00PM Eastern Standard Time the following business day (average response time is 4 hours). Troubleshooting will continue with the customer until such time as the issue is resolved or until an escalation to an external Skillsoft support resource is required (i.e. Application Engineers, Development, Operations, Hosting etc.) for further troubleshooting and final resolution. Unresolved complaints and appeals shall be reviewed by the Delegate Leadership. Final determination and notification are made by the Delegate Leadership.
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