Networking Academy Support & FAQs

How do I reset my password?

To reset your password, please follow these steps:

1. Go to www.NetAcad.com
2. In the top right corner, click “Log In”
3. Select “Forgot Password” in the drop-down menu
   
   
4. Enter your email address and click “Continue”
   
   
5. You will see a message to verify your identity; click “Via Email”
   
   
6. A new page will display stating a code has been sent to your email
   
   
7. Locate email and input the code

You will now be able to update your password. Once you reset your password, you will see a link to “Log In”. Enter your new password to gain access to the site.

How can I get another activation email to register my Networking Academy account?

To have your activation email resent to you, please follow these steps:

1. Go to www.NetAcad.com
2. In the top right corner, click “Log In”
3. Select “Resend Activation Email”
   
   
4. Enter the email address and select “Resend Activation Email”

Note: Links in the email are valid for a limited time.

I don’t see my company in the list. How can I complete registration?

If your company is not listed, please enter Self, Student, Teacher, or Personal in the Company field to complete your registration.

I can’t verify my email since I don’t have access to my email account.

Individuals are required to verify their email address for security purposes. If you do not have access to the email account listed in your Networking Academy profile, please contact your instructor.

I tried using the Forgot Password process, but I am not getting an email.

If you do not see an email containing a temporary verification code in your inbox, please check your spam folder. If the email is not there, please verify you are able to accept email from noreply@cisco.com. Then use the “Resend Code” link to have the email sent again. If you are still unable to receive an email, please contact your instructor.

How to change my screen-name/username?

Unfortunately, you won’t be able to change the username/screen-name.

I received a compliance hold email. What should I do?

If your account is placed on compliance hold, you will be notified by email. Generally, these holds are lifted within 2-3 hours. If it persists longer than this, please contact Networking Academy support via Morgan our Virtual Assistant.

What is a compliance hold?

Cisco.com checks all users against the export compliance lists maintained by the US government. Sometimes an account will be kept on compliance hold to ensure all users meet export compliance guidelines.

I’m unable to log in, what can I try?

If you cannot log in using your Networking Academy or Cisco.com email/password, try the following:

• Clear your cache and history, close and relaunch your browser
• Clear any old bookmarks you may have and use https://www.NetAcad.com to log in
• Please try one of the recommended browsers (Google Chrome or Mozilla Firefox)
• Use email instead of the screen-name
• Check your email to see if you received a compliance hold email. The hold may get cleared in a couple of hours. If not, follow the instructions in the email.
• If you have forgotten your password, please see the FAQ entitled “How do I reset my password?”
• If login issues persist:
  
  • If you are unable to access your email account to complete email verification, please contact your instructor
  • Due to Cisco.com account restrictions, we have updated a few login credentials. If you are still unable to log in, try adding +Networking Academy to your email address on the sign in page
    
    • e. g. If your Networking Academy login email is johndoe@email.com, try johndoe+NetAcad@email.com
  • If you have not logged in to Networking Academy.com in the last four years, please contact an instructor to enroll you with the previously used account email

Why was I prompted to log in before accessing my course when I am already logged in?

This is generally a browser-related error and can be caused from not having 3rd party cookies enabled or accessing the course from a bookmarked page or saved link. Please try the following to resolve this issue:

• Access the course from your “I’m Learning” page each time you log in to Cisco Networking Academy
• Clear your cache and history then restart the browser
• Make sure all cookies, including 3rd party, are enabled in your browser settings
• Try another web browser to see if you experience the same issue

I am unable to log in using my Federated Single Sign-On (SSO) account. How can I get help?

If you are using your company/institution credentials to log in to Networking Academy with Federated Single Sign-On (SSO), then only your company/institution can help with your login issues.

What is the difference between Single Sign-On (SSO) with Cisco.com and Federated Single Sign-On (SSO) with my company/institution?

Cisco Networking Academy uses Single Sign-On (SSO) with Cisco.com. This allows individuals to use one set of login credentials across multiple Cisco applications. At times individuals may be directed to their company/institution login page, as their company/institution has worked with Cisco.com to use Federated Single Sign-On (SSO) credentials.

How do I request/view my course completion certificate/letter of merit?

Qualifying individuals will have a Star (Get Certificate) and/or Paper (Get Letter) icon for their course showing on their I’m Learning page. Individuals can click these icons to download their respective Course Completion Certificate or Letter.

Course completion certificates and letters of merit can also be requested from the Certificates and Letters page located under your profile.

1. Go to your profile
2. Click “Certificates and Letters”
   
   
3. Click “Get Certificate” or “Get Letter” for a course

Note: For certificates you may need to choose an instructor before clicking “Submit”.

Why can't I request a course completion certificate?

To generate course completion certificates, you must first meet all the eligibility requirements. For details on eligibility requirements, please see the FAQ entitled “What are the eligibility requirements for a course completion certificate”.

If you believe you meet eligibility requirements, but do not have a link to request a certificate, please go to your “I’m Learning” tab and click “Refresh Status”. It will take a while for the update to complete. If you still do not see a link after waiting 10 minutes, please check to ensure you met all the requirements.

What are the eligibility requirements for a course completion certificate?

Below are the requirements to qualify for a course completion certificate in most courses within Cisco Networking Academy:

• Complete the assignments in the course, including the end of course exam and course feedback
• Marked complete in the gradebook/grades

Note: Individuals enrolled in a self-paced course will automatically be marked complete once all requirements have been met.

What is the difference in a course completion certificate and letter of merit?

A course completion certificate is a document verifying you completed the course requirements.

A letter of merit is a letter from Cisco CEO Chuck Robbins acknowledging your exceptional performance in the course. It is awarded to students and instructors who received a qualifying score on their first attempt of the final exam.

Which courses have course completion certificates/letters of merit?

Course completion certificates and letters of merit are available in the courses below:

Letters of Merit

• CCNA
• CCNA Cybersecurity Operations
• CCNA Security
• CCNP
• CyberOps Associate
• DevNet Associate
• IT Essentials

Course Completion Certificates

Is the course completion certificate the same as a Cisco certification?

No, a Certificate of Completion is awarded to all students and instructors who satisfactorily complete a Cisco Networking Academy course. A Cisco certification is a globally-recognized validation of your skills; received by passing a certification exam at a testing center. Networking Academy courses prepare you for specific Cisco certifications.

How can I locate information about my Cisco Career Certifications?

The Cisco Career Certifications Tracking System is available at www.cisco.com/go/certifications/login. The Certification Tracking System is a secure database that provides a record of exam history and certification progress for Associates, Professionals, Cisco Qualified Specialists, Cisco Sales Experts, and Cisco Technical Experts. The Tracking System also allows users to request certification logos for certifications they have achieved.

Who delivers the Cisco certification exams?

Cisco certification exams are delivered by Pearson VUE. You can schedule your exam now at https://home.pearsonvue.com/.

How do I contact the Cisco Certification Team?

For questions related to your CSCO ID, Certification Certificate status, or merging duplicate CSCO accounts, please contact Cisco’s Certification Support Team for assistance.

What happens if I have an existing CSCO account that doesn't match my Networking Academy account?

Individuals who need help with their CSCO accounts will need to contact Cisco’s Certification Support Team for assistance.

What are the renewal policies for Cisco Certifications?

As of 24 February 2020, certified individuals, including CCNA, Cisco Certified Specialist, CCNP and CCIE, will be able to recertify by either taking exams, earning Continuing Education credits or a mix of both. Continuing education activities include things like attending Cisco Live training sessions, authoring content, completing online training courses, completing instructor-led training courses and more. For more detailed information regarding a specific certification, please use the search tool under Certifications via the Learning@Cisco Centralized Support site for assistance.

What do I do if the CSCO ID for my discount does not match the CSCO ID in the email I received?

If the CSCO ID for the discount does not match the CSCO ID in the discount email received, you will need to contact Cisco’s Certification Support Team to merge the accounts.

Why don’t I see my exam discount request link?

Discount links appear when an individual with a Cisco Networking Academy account meets the eligibility requirements. If you believe you received a qualifying score and have a course grade of complete/passed, please click the “Refresh Status” button on your “I’m Learning” page. It will take a while for the update to complete. If you still do not see a link after waiting 10 minutes, please contact your instructor.

Why are the fields static/grayed out on my discount request form?

The request process for discounts earned/issued through NetAcad utilizes information in the “Recovery Number” of your NetAcad profile. If you do not have a phone number listed or if the number you listed is associated with a discount request of a different NetAcad account, the fields will be static/grayed out. If you have a unique number listed that was not used in a previous request, and the fields are still grayed out, non-student users can contact the Support Desk for assistance. Students can contact their instructor to submit an inquiry on their behalf.

What do I do if the link in my verification email isn't working?

It can take 2-5 business days after validating your information to receive further discount information. On your “Discounts” page on NetAcad, you may also see that your discount is pending and your email has not yet been verified. This message will stay on your page until the status of your discount changes to “Approved.”

The link will only work once; once you click the link, you should receive your discount after waiting a few days. If you have not received your discount after waiting 5 business days, the Support Desk will need to look for a possible resolution. Non-student users can contact the Support Desk for assistance. Students can contact their instructor to submit an inquiry on their behalf.

I lost my promotion code, how can I find it?

Your discount information can be found in your Cisco Networking Academy profile. Click your name in the upper-right corner and select “Discounts”. Scroll down and click “Voucher Details” to view information regarding your discount.

How do I earn a digital badge?

Students will receive a digital badge after successfully completing a course. The following criteria must be met upon completion:

• Complete the end of course survey
• Complete the final exam with a minimum score of 70% on the first attempt*
• Ensure that you are marked pass/completed by your instructor (in instructor-led courses only)

*Scores received from retakes will not count towards the eligibility.

How do I accept my digital badge?

To accept your digital badge, follow the steps below:

1. Follow this link to the Acclaim website: https://www.youracclaim.com/earner/earned
   
   1. Sign in to your existing account
   2. If you do not have an Acclaim account, click "Create Account" to sign up with the email address used in your Networking Academy account
      
      
2. Once you are in your Acclaim account, click the badge and click "Accept Badge"
   
   
3. Select your badge settings and click “Save Settings”
   
   

How soon after I earn a badge will it take for me to receive an email?

Within 48 hours after meeting the eligibility requirements, an email notification with instructions on claiming your badge and setting up your account will be sent to the email listed in your profile.

How do I share my digital badge?

You can share your badge directly from the Acclaim Platform to LinkedIn, Twitter and Facebook; over email; embedded in a website or in your email signature. Please follow the steps below to share your badge:

1. Log into your Acclaim account at https://www.youracclaim.com/
2. Go to your Dashboard
3. Click the badge you want to share
   
   
4. Click "Share"
   
   
5. Select a tab for options to share your badge
   
   
6. Click Connect

What courses are eligible for a badge?

Digital badges are currently available for the following courses:

Starting April 16, 2020:

• CCNA 7: Introduction to Networks
• CCNA 7: Switching, Wireless, and Routing Essentials
• CCNA 7: Enterprise Networking, Security, and Automation
• CCNP Enterprise: Core Networking
• Introduction to Cybersecurity

Starting July 17, 2020:

• CCNP Advance Routing
• Cybersecurity Essentials
• Introduction to IoT
• Introduction to Packet Tracer
• ETW: Model Driven Programmability

Starting July 27, 2020:

• CyberOps Associate
• DevNet Associate

Starting August 10, 2020:

• IT Essentials

Starting October 29, 2020:

• Networking Essentials (Instructor-led only)

You can also find a current list of badges available for Cisco NetAcad courses by going to the Acclaim website: https://www.youracclaim.com/organizations/cisco/collections/netacad/badg...

If I change my email in Cisco Networking Academy, will it impact my badges?

Yes. If you do not update your email address in Acclaim another account will be created for you when you earn a new badge. Multiple email addresses can be associated in your Acclaim account. If you change your email in Cisco Networking Academy, we recommend you add another email to your Acclaim account:

1. Log into Acclaim with your current account information
2. Click "Settings" from the top navigation menu
3. Click "Account"
4. Under "Email Addresses" click "Add an email address"
5. Enter the second email address and click "Add"
6. A verification email will be sent to you by Acclaim
7. Click the link in the email to verify the change

When did badge qualifications begin?

Digital badge qualifications started April 16, 2020 for select courses. As digital badges continue to become available new qualification dates will be announced. If you enrolled/completed the course before the qualification start date, you will have to re-take the course to earn a badge.

I took classes under two email addresses, can I merge all of my digital badges into one account?

Yes, multiple accounts on Acclaim with different email addresses can be merged.

Contact Our Virtual Support Assistant Morgan

Chat with Morgan: https://www.NetAcad.com/virtualbot_anonymous

Are there recommended browsers for Networking Academy?

In general, Cisco Networking Academy supports the 2 most recent versions of these browsers:

• Mozilla Firefox
• Google Chrome

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