Support

Userful Information

Contact Details

Mental Health Academy

47 Baxter Street

Fortitude Valley

QLD 4006 Australia

 

Phone: 07 3112 2090

Facsimile: 07 3257 7195

 

ABN: 66 349 813 957

Troubleshooting

Answers

 

I am having trouble watching videos, what should I do?

First, check if you are referring to a video within the "My Videos" section, or an embedded video within a course. Videos embedded into course content originate from external websites such as YouTube or TED. If you are unable to watch these videos, we recommend you check whether your network may be blocking access to these websites. For example, in some workplaces and governmental buildings access to YouTube is blocked by administrators. 

 

Video workshops - those videos which appear in your "My Videos" list - are webstreamed through a HTML5 video player. This technology allows you to watch videos using a range of different devices and browsers. If are unable to play a video, please email us, describing what is happening, and we will provide you with more specific feedback.

 

If you can play the video, however you are experiencing issues with the flow of the content (e.g. the presentation is not playing continuously, or it is taking a long time to load), then we recommend you contact your internet service provider to verify whether there are temporary problems with your internet connection and speed. If you live in a remote area with a slow internet connection, please email us for further instructions.

 

I haven't received your newsletter or other emails. What is happening?

Some network administrators (workplace) and email programs (such as Hotmail, Yahoo, GMail, etc) may be blocking the Mental Health Academy emails. With the increasing amount of SPAM on the web, many email accounts are set to block certain email addresses.

 

To avoid that, contact your mail administrator and ensure that the following addresses are not blocked. You can also add these emails to your email contact list. In most cases, this action is enough to clear emails to your inbox.

 

info@mentalhealthacademy.com.au
admin@mentalhealthacademy.com.au
accounts@mentalhealthacademy.com.au
ezine@mentalhealthacademy.com.au

 

I'm having problems with a course or the website, who should I contact?

Simply email admin@mentalhealthacademy.com.au and one of our team members will reply to your query promptly (generally within a hour, except on weekends). Alternatively you can use the Email Support page to contact us. We ask you to address queries via email for quality control purposes.

 

I can't remember my login details. How do I access my account?

If you can't remember your email address, contact us and we will confirm your email. If you can't remember your password, you can retrieve it via our forgot password page. If you believe the details you are entering are correct, check if you are entering your email and password exactly as you registered them. For example, check for any capital letters in your email or password, and make sure you don't accidently include spaces.