HOW CAN WE HELP YOU?

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Getting Started

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 TIQ Support.
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 Email Login
Your login credentials can be changed at any time. You can change the email address associated 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 to email address and change. 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 and click the I’m not a robot box
4. Select the correct images and then click VERIFY
5. Next, click on Reset Password

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. 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
2. 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.

Closing Your Account
Closing your TIQ account will permanently remove you from your enrolled course, and access to your account and purchased courses cannot be restored. If a course was purchased within the past 14 days, you can request a refund before closing your account.
For a complete list of information we collect and how it is used, please refer to our Privacy and Cookie Policy.
If you’re having trouble with the site, or if there’s anything we can help you with before you close your account, please contact TIQ support.

1. How to Close Your TIQ Account
2. Sign in to your account.
3. Move your cursor to your avatar at the top right-hand corner of the page.
4. Click on your name from the drop down menu to navigate to your Profile page.
5. Next, click Close Account on the left hand side and then Close Account on the right.
6. Enter your password and click Close Account again.

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.
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 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.
Purchases/Refunds
Having trouble completing a purchase?  Purchase attempts can fail for a variety of reason so please have a look at some of the most common issues that can happen, when attempting to make your purchase on TIQ Group.

At this time, we accept all major credit and debit cards (Visa, MasterCard, and Paypal). If you’re having trouble purchasing a course with a card, please check the common troubleshooting steps for Failed Card Purchases

Debit Cards Issued outside Singapore
TIQ Group is based in the Singapore, and we accept all major debit and credit cards, as well as local debit cards in many countries. However, debit cards in some countries might not allow foreign transactions. If you do not see a payment option when checking out on TIQ, and you are experiencing trouble making a payment, call your bank to ensure your card is authorized for international purchases.
Incomplete / Incorrect Name
Please ensure you are entering the first and last name of the card account holder, exactly as it appears on the card in the Name on Card field. If the name isn’t entered the same way, the purchase may be declined.
International Purchases
Is the issuing country for your card different from your country of residence? If so, your card might not be approved. If you experience trouble using the card, contact TIQ Support and we can look into this for you.
Multiple IPs
Multiple IP addresses can trigger card authorization problems. We advise that you refrain from using a virtual private network (VPN) while making a purchase on TIQ, which may cause the transaction to fail.
Too Many Attempts / Card Usage in 24 hours
Some cards have usage limitations, and will automatically block payment attempts after a certain threshold has been reached.  If you’ve used your card a lot in the last 24 hours, try contacting your bank, or waiting until the next day to make a purchase.
CVC Code
Our payment processor only accepts numbers for this field.  Please ensure you are entering numbers and that the code is correct, as listed on the back of the card.
Cache Issues
If you’re sure you’re entering the right card number, but you’re seeing a notification it looks invalid, or the pay button isn’t showing up, there may be a caching issue. Please clear your cache and try again. For instructions on how to clear your cache, please click here.
Still Stuck?
To protect your security and privacy, a bank does not always share with TIQ why a payment method was declined.  Some of the most common reasons for bank declines include insufficient funds, card purchase limitations, card security policies, among other issues.  Because TIQ does not have direct insight into the reason for the decline, you will need to contact your bank or financial institution to solve the payment issue.   It’s important to let your bank know that you would like to make a payment on tiqgroup.com, that TIQ Group is a company based in Singapore, the amount you expect to spend, and that we do not bill recurringly.

Have other payment questions?  Please have a look at some of other topics in our Support Center related to purchasing courses

Refunds on Promotions
You can request a full refund up to ten working days* after confirmation that your purchase has been completed, provided the course has not started. Any request for withdrawal after fourteen days following purchase, or once the course has started, if approved, will receive a refund. Please note  USD $15 dollars of course fee will be charged as an administration fee. Like any other products please know what product you are buying before purchasing.

 

*Saturdays, Sundays or SG public holidays are not counted as “working days”.

 

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Location

 

TIQ Group

101 Cecil Street

#17-09 Tong Eng Building

Singapore 

069533

 

Telephone +6582891606