FAQ'S

I can’t login. What can I do?

There can be several reasons why the system rejects a login attempt. This is what you can try to solve this:

1. Double-check if you are signed up for Mavim Academy and what email address you are signed up with. Look in your inbox for messages that you received from Mavim and check to which email address they were sent.

2. If your email address has a Microsoft account (such as Office 365) linked to it, try logging in using the ‘Microsoft’ button. You can use the password linked to your Microsoft account to login to the Mavim Academy.

3. Go to this page: Mavim Academy login and click ‘Need help logging in’. Type your email address and click ‘Recover my password’. Please note the email will only be sent if you have an account linked to the email address that you entered. For privacy reasons, Mavim Academy does not show an error if there is no active account linked to the address.

4. If you did not receive a password reset email, check your ‘unimportant email’ and ‘junk mail’ inboxes. Once you have recovered the email, return to step 3.

5. If all these steps were unsuccessful, you are probably not signed up to the Mavim Academy. Please contact Mavim through this page to sign up: Mavim Academy subscriptions.

6. In rare instances, emails from Mavim Academy are blocked on a server level. Ask your IT department to check the email filter, whitelist Mavim and forward you the password reset emails from Mavim.

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

My score was too low to receive a certificate. What can I do?

This depends on the type of course you are following.

Are you following a Mavim Certified course? The Assessments are manually graded on a weekly basis. These assessments might increase your score. You can continue with the next level and wait until the assessments have been graded.

Are you on a non-certified track or did you already wait one week?

Please send an e-mail to academy@mavim.com containing the following information:

- The course ID (for example: M.1.1000x).
- The URL of the Progress page of the course for which you didn’t qualify for a certificate. You can copy this from your browser’s address bar.
- The email address you signed up with.

In most cases, we will be able to reset the course for you within 1 working day.

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

I want to access a course, but it says ‘invitation only’. How can I get access?

When a course is ‘invitation only’, you can only receive access if Mavim provides that to you. When purchasing a package, a number of courses are included. If you see a course that you are not invited to, it is most likely not part of the package that you have purchased. In this case, please contact your Account Manager to upgrade your course package.

Do you believe the course should be accessible to you? Please double check if you are logged in with the correct account. If you still can’t get access or unenrolled yourself by mistake, please contact us at academy@mavim.com.

Please include:

- The email address that you are logged in with
- A hyperlink to the course you are trying to access
- The course ID (for example: M.1.1001x)
- A screenshot showing the ‘invitation only’ error message

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

The Interactive Demo is not showing. How can I fix this?

This is likely due to restrictions on the corporate network or on your machine. You could try to turn off the VPN connection (if connected) or connect to your home network.

If you only have a corporate network available, ask your IT department to set the following URLs as safe websites both on your computer and on the organization's network:

https://academy.mavim.com
https://academy-files.mavim.com
https://youtube.com

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

The video is not showing. How can I fix this?

This is likely due to restrictions on the corporate network or on your machine. You could try to turn of the VPN connection (if connected) or connect to your home network.

To provide a high level of compatibility, videos on the Mavim Academy are loaded directly from YouTube. Please try opening www.youtube.com directly and see if you can play video from there.

If YouTube is blocked on your network, request your IT department to create an exception for you. Mavim Academy does not have the possibility to load video from elsewhere.

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

The videos are playing without sound. How can I fix this?

All videos in Mavim Academy contain sound. If you do not hear this sound, please make sure your computer is unmuted, the volume is up and the video itself is also unmuted. If you are connected through a remote desktop or Citrix connection, try to open the Mavim Academy locally without using this connection.

To provide a high level of compatibility, videos on the Mavim Academy are loaded directly from YouTube. Please try opening www.youtube.com directly and see if videos you play directly from YouTube do load the audio. If not, please understand the issue is not related to Mavim Academy and needs to be solved by your IT department.

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

The videos play on a low quality and I can’t read the screen recordings. What should I do?

All videos on Mavim Academy are in Full HD (1920 x 1080) resolution, which is sufficient to read screen recordings.

Enabling the HD button in the video player will try to enforce high quality video. This button is enabled by default.

If you see low quality video on your screen, this means your machine faces challenge either in internet speed or in available memory.

First, troubleshoot your internet speed. Are you downloading any large files, streaming high definition online video on multiple screens or uploading files? If so, try to find a better time to follow the course. When running a speedtest on www.speedtest.net, you should see an internet speed of at least 10 Mbps to have a stable video connection. If the speed is lower, please contact your internet service provider. Next, troubleshoot your available video memory. Especially on laptops or on desktops without dedicated video cards, having a high number of browser tabs open uses a large amount of available memory. Heavy applications such as Adobe Premiere Pro and Photoshop also use a high amount of memory. Try to close as many applications, tabs and browser windows as you can, and then try loading the Mavim Academy again.

Did we not answer your question? Please feel free to reach out to us at: academy@mavim.com.

The assessment refers to a learner structure, but it is not available in my training database. How do I create this structure?

The learner structure in your training database helps you and your team to work on the assessments in the Mavim Academy. Follow these steps to create it in your training database.

Download this file: link
Save this file on a location accessible to the Mavim Manager
Open your Training Database – Please ensure you are not working in your production database