Networking Academy Support & FAQs

How do I reset my password?

Individuals have the ability to reset their 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. Click “Reset via Email”
   
6. Locate your password reset request email and click “Reset Password”
   
7. Enter new password information in required fields and click “Reset Password”
   

You will now be able to log into Cisco Networking Academy with your new password information.

Please note: The link to reset your password expires after 1 hour. After this time you will need to restart the process.

How can I get another activation email to register my Cisco 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 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 Cisco 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 reset password link 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 and no-reply@mail-id.cisco.com. If you are still unable to receive an email, please contact your instructor.

Why can I no longer use my screen-name/username?

In April 2021 Cisco introduced a new login experience with a continued focus on security. Due to these changes, screen-name/username is no longer accepted when logging into Cisco Networking Academy. Please use your email address to access the site.

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 your instructor.

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 Cisco Networking Academy or Cisco.com email/password, try the following:

• Clear your browser cache and history, close, and relaunch
• Clear any old bookmarks you may have and use https://www.NetAcad.com to log in
• Please try the latest version of the recommended browsers (Google Chrome or Mozilla Firefox)
• Use email instead of screen-name/username
• Check to see if you received a compliance hold email. The hold may get cleared in a couple of hours.
• If you have forgotten your password, please see the FAQ entitled “How do I reset my password?”
• If login issues persist:
  
  • Contact your instructor if you are unable to access your email account to complete email verification
  • If you have not logged in to NetAcad.com in the last four years, please contact an instructor to enroll you in a new course

Why am I receiving a “Token Expired” message when activating my account?

Individuals will receive an error message when they attempt to register their account with an invalid link. Typically, this occurs when the account is already registered. If you have not registered your account and you are receiving this error, please follow the steps in the FAQ titled “How can I get another activation email to register my NetAcad account?” to generate a new activation link.

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 login
• Clear your browser cache and history, close, and relaunch
• 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, we recommend using the latest version of Google Chrome or Mozilla Firefox

Why am I seeing log in pages in English instead of Arabic?

Our authentication partner does not currently support the Arabic language; however, Cisco Networking Academy will support Arabic once your account is set up. We have created an Arabic webpage to help assist individuals in creating their accounts. You can access this page here.

Why am I getting an error message when trying to activate my account?

Cisco recently implemented a change to their authentication partner on 16 April 2021. Individuals who had not registered their account before this change will get an error message when using the link from the email titled “Get Started with Cisco Networking Academy”. Please look for a new email with the subject line “Updated: Welcome to Networking Academy: Activate Your Account” for your valid link. Or you can follow the steps in the FAQ titled “How can I get another activation email to register my NetAcad account?” for a new link.

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
• Network Security

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 Cisco 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 Credly website: https://www.credly.com/earner/earned
   
   1. Sign in to your existing account
   2. If you do not have a Credly account, click "Create Account" to sign up with the email address used in your Cisco Networking Academy account
      
2. Once you are in your Credly 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 Credly 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 Credly account at: https://www.credly.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:

You can also find a current list of badges available for Cisco Networking Academy courses by going to the Credly website: https://www.credly.com/organizations/cisco/collections/netacad/badge_templates

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

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

1. Log into Credly 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 Credly
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 Credly 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 Cisco Networking Academy?

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

• Mozilla Firefox
• Google Chrome

Please enable cookies and pop-ups in your browser.

Can I manage my cookie settings on NetAcad.com?

Yes. Cookies allow us to optimize your use of NetAcad.com. The first time you visit NetAcad.com, you will see a blue banner at the bottom of NetAcad.com enabling you to manage your cookie settings on the website. Enabling cookies allows us to provide you better performance on our website and a more personalized experience. If you would like to manage your cookie settings, click the link in the blue banner. Otherwise, you can simply close the box and it will not show up for your future visits to NetAcad.com. To revisit your cookie settings in the future, clear cookies in your web browser. Then go back to NetAcad.com, and the blue banner will show up again.

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