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Technical Support

Creating and Editing Your Profile

Every TIQ account includes a profile page, where you can share information about yourself, and add links to your personal website or social media profiles. To edit your profile, including adding your profile’s image, hover over your name in the top right corner of your account and from the drop down menu select edit my profile.

My Account has been compromised?

If you’ve noticed suspicious activity with your account, then immediately request a password reset email by following these steps. Accounts can become compromised if an individual gained access to your login credentials through fraudulent activities, like for example, a phishing scam. Please note: your password will automatically be reset after you initiate the password reset process. If you do not receive the password reset message within an hour, please check your spam folder. Also, please be sure the [email protected] email is added to your safe sender list. If you do not receive a password reset email, and are unable to set a new password, then please contact [email protected]

Keeping Your Account Secure

TIQ has strong security protocols in place to help keep your account secure, but the best thing you can also do to protect your account, and dramatically reduce the likelihood of it being compromised is to choose a strong and unique password is an extremely effective way to protect your account and prevent unauthorized access.  If you’re accessing your TIQ account from a public or shared  device, please be sure to logout of your account when you’re finished studying. And if your device gets stolen, then as above – reset the password. Do not share your account with anyone else as there is sensitive data on your profile.

Change Your display name

Your display name  can be changed at any time. You can change the display name  with your TIQ account from your account settings. As above move the cursor over your profile name in the top right hand corner of the page and scroll down the display name.  Hit the save button.

Change or Reset Your TIQ Password

You can request a password reset email from the login page:
1. Move your cursor to the top right of TIQ’s homepage, then click on Login
2. Click Forgot Password
3. Enter your email
4. You will receive a link to reset your password

If you do not receive the password reset message within a hour, please check your spam folder. Also, please be sure the [email protected] email and [email protected] is added to your safe sender list. For information on how to do this, please click here.
Change Password

 

You can change your password at any time in your Account settings.
1. Log in to your account Click on members and My account or move your cursor to the top right of TIQ’s homepage and click on your  name
3. Click Edit Profile on the right had side of the page
4. Enter your current password, your new password, re-type your new password, then click on Change Password.

Report security vulnerability

If you’ve found a security vulnerability on the TIQ site, please report it through our Technical support team. Our technical team will investigate all legitimate reports and will do their best to fix issues as quickly as possible. Please email me at [email protected]

Video & Audio Issues: Troubleshooting

If you’re encountering issues while attempting to watch your course on a browser, please try the troubleshooting tips below before contacting support. Following these steps can resolve many of the common issues related to video playback.

Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch the GLLS Program on your device. The rest of TIQ’s system requirements are listed here.

Streaming Issues (ie: the video keeps loading / buffering)

  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again
  • Refresh your browser – Quit your browser and re-open it
  • Try a different browser, like Google Chrome
  • Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
  • Check your browser version and update it if needed.
  • Log out of TIQ and log back in
  • Restart your computer and network devices (modems/switches/routers)
  • Try a different device or computer if possible
  • Turn off hardware acceleration (in Firefox or on Windows)
  • Try lowering the video quality in the module
  • Test your internet connection speed
Blank Screen
  • Refresh your browser
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again
  • Quit your browser and re-open it
  • Try a different browser, like Google Chrome
  • Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
  • Log out of TIQ and log back in
  • Restart your computer and network devices (modems/switches/routers)
  • Check your browser version and update it if needed
  • Try a different device or computer if possible
  • Turn off hardware acceleration (in Firefox or on Windows)
No Audio
  • Refresh your browser
  • Quit your browser and re-open it
  • Log out of TIQ and log back in
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again
  • Take a note of your browser extensions/plugins/firewall programs and adblockers. Is there anything that could be interfering with the audio? We recommend testing with an incognito window to troubleshoot
  • Check to see if you’re encountering audio issues while viewing videos on other sites like Vimeo or YouTube. If you still can’t hear anything, check the sound settings on your device
  • Check to see if other lectures in the course are producing sound

If you’re still having trouble, it’s possible that there’s something wrong with the video file. Please send a message to our Technical Support team. When contacting support, please include:

 

  • Your browser version
  • Your OS (Windows 7, Mac OS X, etc.)
  • The module and topic name
  • Your internet connection speed test results
  • The resolution you were watching the video lecture at (ie – 720p, 480p etc)
  • A screenshot or screencast of the problem. The more information you can provide, the faster we’ll be able to resolve the issues you’re encountering on our site.
Why Won’t the PDF or Word load?

Sometimes, a PDF or word document will take a while time to load.  If the document has multiple pages it’s likely that the large file size is impacting the load time. Try refreshing the page to fix the issue.

The PDF  or word is Loading as a Grey Screen

  • Right-click on the grey rectangle.
  • Click Save As… to download the PDF to your computer.
  • If you’re still having issues, please contact TIQ Support.
I Can’t Find my Course?

If you’ve bought the course and it’s not showing up in the My Courses section of your TIQ account, this article provides helpful, troubleshooting steps on how you might find it.

Did You Receive a confirmation Email?

TIQ sends out a verification and confirmation email whenever you enroll in the GLLS Course. So, as an initial step, please ensure that you are logged into the same email account that is registered to your TIQ account, and that you received n confirmation email for the course. Be sure to check your Junk mail folder if you don’t see the email in your inbox.

If you don’t see a confirmation email, this could indicate that you purchased the course while logged into TIQ with a different email address, or that the purchase was not completed. We also advise checking your banking information or your PayPal account to verify the purchase was processed.

Was Your Email Address Entered Correctly When You Signed Up?

If you’re still having trouble, you may have entered your email address incorrectly when your first signed up for TIQ. For example, instead of entering “[email protected]”, you might have typed “Mry” by mistake. As a result, our system would attempt sending your confirmation email to that address, instead of the correct one.

Double check to see that you received a confirmation email for your course purchase. If you did not receive an email with a receipt, please send a message to [email protected] and include your first and last name, and the title of the course that you’re missing.  If you paid with a debit or credit card, please provide the last four digits on the card as well as the cardholder’s name as it appears on the card. If you completed your purchase with PayPal, please provide the PayPal receipt including the transaction id.

Still Stuck?

If you’re still unable to find your missing course, please contact Support with the following details:

  • Your first and last name
  • The purchase date
  • Purchase receipt
  • If you paid with a debit or credit card, please provide the last four digits on the card as well as the cardholder’s name as it appears on the card.
  • If you completed your purchase with PayPal, please provide the PayPal receipt including the transaction id.

 

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Location

 

TIQ Group

101 Cecil Street

#17-09 Tong Eng Building

Singapore 

069533

 

Telephone +6582891606