SkillUp Africa Community

Help and contact

The things that go wrong most often, answered here. If none of this is it, a person will read what you send.

Joining and signing in

The confirmation email has not arrived

Look in your spam or promotions folder first, and check the address you typed. The link works once and expires after an hour; if yours has expired, sign in and ask for a new one from the verification page. You only need your email address to complete your membership — your phone number is kept on file but is not verified by text message.

I have forgotten my password

Use the "Forgotten your password" link on the sign-in page. The reset link works once and expires after an hour. Resetting it signs you out everywhere else, which is deliberate.

My account says it needs attention

Something is outstanding: your email is unconfirmed, your onboarding is unfinished, or — for someone on a youth programme — a guardian's consent has expired. The page will say which and take you to it.

Learning

A lesson will not mark itself complete

Each lesson says what it needs: reading to the end, watching most of the video, or confirming you have worked through it. Where a video is hosted on Vimeo or YouTube we cannot measure watching, so those lessons ask you to confirm instead. The server decides this, not the page, so refreshing will not change it.

My progress did not save

Progress is kept on your device while you are offline and syncs when you are back. Do not sign out with unsynced work: you will be warned if there is any.

I finished the course but there is no certificate

A certificate is issued once every required lesson, quiz and piece of practical work is complete and any submitted work has been accepted. If something is still with a trainer for review, it will appear once they have looked at it.

Somebody asked me to prove a certificate is real

Send them to our verification page with the serial number printed on it. It shows only what the certificate records: the course, the person named on it, and the date. A certificate is a record of completing a course. It is not a verification of professional competency.

Community

Somebody is being unpleasant

Report it. Every post and reply has a Report control, and the person is never told who reported them. You can also mute somebody so you stop seeing their posts, or block them so neither of you sees the other. Read the Community guidelines for what we act on.

Something I posted was removed

You are told which guideline it fell foul of, in the notification. If you think that was wrong, reply to it and somebody will look again.

I am worried about somebody's safety

Report it and choose "Someone may be at risk". It goes straight to our safeguarding team and not to ordinary moderators. If somebody is in immediate danger, contact your local emergency services first — we are not an emergency service.

Your information

Most of what we hold you can change yourself in Settings. To ask for a copy of it, to have it corrected, or to close your account and have your personal information deleted, write to privacy@skillup.africa. Privacy explains what we hold and why.

Reaching a person

General help

help@skillup.africa

Your information and privacy

privacy@skillup.africa

Safeguarding

safeguarding@skillup.africa — for a concern about a young person or somebody at risk. If you are already signed in, reporting inside Community reaches the same team faster.

We are a small team. We read everything, and we answer as quickly as we honestly can.