I Can't Launch or Access My Online Course

If you cannot launch your online course, it isn’t loading, or you can’t find it, try these steps. Most issues are caused by browser settings, enrollment errors, or expired access.

Step 1: Check My Courses & Exams

1. Log in to your account at TheInstitutes.org.
2. Go to My Courses & Exams.
3. Find your course and click Launch Course.

If the course doesn’t appear in your list, it may not be enrolled yet — check your order confirmation email or contact Customer Success.

Step 2: Try Browser Fixes

If the course appears but won’t launch:

• Clear your cache and cookies — Settings > Privacy & Security > Clear browsing data.
• Switch browsers — use the latest version of Chrome, Edge, or Firefox.
• Disable extensions — turn off ad blockers and pop-up blockers temporarily.
• Close the browser completely, reopen, and try again.

Step 3: Check If Your Course Has Expired

Online course materials expire one year from the date of purchase. If your course has expired:

• You’ll no longer see it in your active course list.
• If you have an active exam registration, contact Customer Success for a possible reinstatement.
• If not, you’ll need to repurchase. See Course Access, Expiration & Extensions for details.

Step 4: Check the Mobile App Separately

When to Contact Support

Contact Customer Success if:

• Your course doesn’t appear in My Courses & Exams despite ordering it
• You receive a “not enrolled” or QuizMoodle error
• Browser troubleshooting didn’t resolve the issue
• Your course was recently ordered through an employer or sponsorship letter

Include: your full name, student ID, course name, and a screenshot of any error message.