Support Policy

How HelpCertify investigates and resolves reported issues, and the timeframe you can expect.

Reporting an issue

If something is not working, contact us at contact@helpcertify.com or through the Contact page. Signed-in learners can also reach these links from the in-app Help page. Please include the email on your account, the page you were on, what you expected, and what happened.

Issues we help with

Login and OTP problems
Questions not loading
Answer or explanation display issues
Mock-examination issues
Progress-tracking problems
Temporary service interruption
Account-access problems
Other application defects

How we resolve issues

HelpCertify must first be given a reasonable opportunity to investigate and resolve a reported issue. Depending on the issue, we may:

Fix the defect;
Restore access;
Reset an affected mock or practice attempt;
Correct progress or account information;
Provide equivalent access;
Extend your access period to compensate for material downtime.

Resolution timeframe

HelpCertify will make reasonable efforts to investigate and resolve reported technical issues as quickly as possible. Depending on the nature and complexity of the issue, resolution may take up to 7 calendar days. The customer must allow HelpCertify this reasonable resolution opportunity.

A technical issue does not automatically qualify a purchase for a refund where HelpCertify successfully restores or provides the purchased service.

Escalation

If a material technical issue substantially prevents you from using the purchased service and HelpCertify is unable to reasonably resolve it within the applicable resolution period, the case is escalated for an appropriate remedy, which may include an extension, credit, or refund where applicable. Refund eligibility is governed by the Refund & Cancellation Policy.

Contact

Support: contact@helpcertify.com. Billing, refund, and grievance requests: contact@helpcertify.com (grievance officer: Rajkumar).

Phone: +91 95666 56276.