FAQ

If you’re having trouble registering for an account you should get in touch with our dedicated service desk team by completing and submitting this Contact Us form.

Please include as much information as you can about the issue you’re experiencing and details of any error messages you’re seeing.

We aim to respond to all requests for support within 1 business day.

You can also get in touch with us by emailing support@kogneos.com. Please be sure to email us from the email address associated with your account.

It's important for us to ensure that all learners taking the Google Developers Certification labs are genuine. This is why we ask you to verify your identity.

Stripe are our verification platform partners.

Before purchasing and beginning your lab exam it's recommended that you review the candidate handbook.

If you have any questions about accessibility or require additional assistance with site navigation and launching a lab please reach out to our Service Desk Team by raising a ticket via the Support Tab or by using our Contact Us form.

You may still be able to take the lab even if you don't have the necessary verification documents. Please raise a ticket with our Service Desk Team so that they can look into this for you. The best way to do this is by going to the Support Tab when logged in to your account.. Alternatively you can use the Contact Us form.

If your ID document was not accepted and you should get in touch with our Service Desk Team by creating a ticket. They'll be able to take you through a manual verification process.

The best way to do this is by going to the Support Tab when logged in to your account. Alternatively you can use the Contact Us form.

Any issues you may be experiencing can be raised directly to our dedicated Service Desk Team by using the ticket functionality available on your account. This will ensure that you get the fastest response to your request. Alternatively, you can submit a query using the Contact Us form.

If you're unable to access your account to raise a ticket or if you're having any issues with the creation of a ticket you can get in touch with us by emailing your request to support@kogneos.com

We have partnered with Stripe to process payments. You can learn more about Stripe by visiting their website.

It’s important to be aware that we don’t store any payment information, however, you will be asked if you’d like for Stripe to save the details you’re using as part of the standard Stipe checkout process. If you do this - you'll be registering for an account with Stripe and they will store the details provided in keeping with their own privacy policy.

If you're having any issues accessing the lab that you have paid for please raise a ticket with our Service Desk Team. The best way to do this is by going to the Support Tab when logged in to your account. Alternatively you can use the Contact Us form. Be sure to include as much detail as you can about the issue you are experiencing along with any error messages you may be seeing.

If the card you're trying to use to pay for the lab isn't being accepted we first recommend that you follow a quick troubleshooting solution:

• *Clear your cache & cookies

*Close your browser window completely

*Open a new window and try again

If, after this, your card is still not accepted please raise a ticket with Service Desk team. The best way to do this is by going to the Support Tab when logged in to your account. Alternatively you can use the Contact Us form.  Be sure to include details of any specific error messages that are being presented when you enter your card information.

If you would like to request a refund please contact our Service Desk team by raising a ticket. You can do this is by going to the Support Tab when logged in to your account.

Please include the reason why you are making the refund request.

Once submitted - our Service Desk team will review the information, along with your lab and payment history and determine if a refund is due in your case.