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Technical Support

We're here if you need us.

It's helpful if you provide the following information when opening a new case with us:

  • The name of the person who experienced the issue
  • A detailed description of the issue and what you or the person was trying to do
  • A screen-shot of the issue, if possible

Email

Send us an email at help@defencifytraining.com

You should get an automated response immediately. 

A member of our support team will get back to you within one business day. 

Phone 

+1-800-795-6650 Toll-free (North America)

Telephone support is available weekdays from 9 am - 5 pm MST, not including U.S. holidays. Please call us if your support issue is time-critical, and be sure to leave us a message.

Common Solutions to Technical Issues

To help you resolve your issue without having to contact our support team, please read the information below before you message us.

For the best user experience, ensure that you are using the latest version of web browsers and mobile apps

Windows: Google Chrome (latest version), Firefox (latest version)

IMPORTANT: Internet Explorer and Microsoft Edge are NOT recommended as they often do not support some of the features included in our courses.

Mobile: Safari in Apple iOS 10 or later, Google Chrome in Apple iOS 10 or later, Google Chrome in Android OS 4.4 or later

Browser Cookies and Cache Files

Most technical issues experienced by our users are directly related to corruption of the web browser’s cache and cookie files. The ‘cache’ is a tool used by your internet browser to speed up the page loading process. However, sometimes it can cause a problem when the courses are updated and developed, as files saved in the cache may conflict with what’s actually coded into the course. Clearing Cache and Cookies is a way we can be sure that any issues you may come across are actually something wrong with the course.

How to Clear Browser Cookies and Cache Files

The links below walk the user through clearing the local web browser’s cookie and cache files. It is an easy process that takes just minutes to complete. Although the objective is the same, each web browser has a different options menu configuration. So, we’ve provided links to each major browser’s support site for step-by-step instructions.

WARNING: DO NOT delete anything but the cookies and cache. Selecting other options may result in lost saved passwords.

Find your browser from the list below and click on the link to the appropriate support site.

Google Chrome 

Safari

Firefox