Technical Support
If you need help accessing or using RENEW.org on the web or in the mobile app, we’re here to help.
How to Get Support
For technical support requests, please email:
To help us respond quickly, include the following when possible:
- Your name
- The email address associated with your account (if applicable)
- The device you’re using (iPhone model / iPad model / Android device / computer)
- Your operating system version (iOS / iPadOS / Android / Windows / macOS)
- The app version (if you’re using the mobile app)
- A brief description of what you were trying to do
- Any error message you received (a screenshot is helpful)
Common Help Topics
1) Login and Account Access
- If you’re having trouble logging in, double-check your email address and password.
- If you forgot your password, use the Forgot Password link (when available) to reset it.
2) Video Playback or Streaming Issues
- Confirm you have a stable internet connection (Wi‑Fi is recommended for streaming).
- Close and re-open the app, then try again.
- If the issue continues, send us the video title and what you see on your screen.
3) App Performance (Crashing, Freezing, Slow Loading)
- Update the app to the latest version.
- Restart your device.
- Ensure your device has available storage space.
4) Course Access and Certificates
- If you enrolled in a course but can’t access content, send the course name and your account email.
- If you completed a course but did not receive confirmation/certificate information, include the course name and completion date.
Response Times
We aim to respond to support requests as quickly as possible, typically within 1–2 business days.
Service Status
If you believe there may be a system-wide outage or disruption, please email [email protected] with:
- The time the issue began
- What you were attempting to access (page name, course title, or feature)
- Your location (city/state)
Accessibility Support
If you have difficulty using the Services due to an accessibility issue, please email [email protected] and let us know what you experienced. We take accessibility seriously and will do our best to help.
Security & Privacy Concerns
If you believe your account has been compromised or you notice suspicious activity, email [email protected] immediately with as much detail as possible.
Mailing Address
If you need to contact us by mail, please refer to the contact information listed on RENEW.org: