How to Contact Lionel Global Support or Submit a Request

How do I contact Lionel Global Support?

You can contact Lionel Global Support by email.

Lionel Global Support

Email: global-support@lionel.edu

When contacting support, please use the email address associated with your Lionel Global learner account or purchase whenever possible.

Include a brief description of your question and any relevant course, transaction, or partner information.

You can also explore the Lionel Global Support & Resource Center for frequently asked questions and self-service guidance.

What types of questions can Lionel Global Support help with?

Lionel Global Support can help with a variety of learning and program-related questions.

Account & Course Access

• Login difficulties
• Account activation
• Password resets
• Missing courses
• Enrollment key redemption

Course Progress & Certificates

• Lessons not loading
• Assessment access
• Missing progress
• Course completion questions
• Missing or incorrect certificates

Purchases & Enrollment

• Checkout issues
• Order confirmations
• Purchase receipts
• Partner pricing
• Payment questions
• Refund requests

Employer & Partner Support

• Employee enrollment
• Group training
• Partner learning portals
• Manager and administrator access
• Training visibility and reporting
• Organizational account updates

Some requests require review by another authorized Lionel Global team member or university department.

How do I submit a support request?

You can request assistance by emailing:

global-support@lionel.edu

Include your name, the email address associated with your account, and a clear explanation of what you need.

For quicker investigation, provide the relevant course, certification, purchase, or partner organization.

If your issue involves an error message, include the wording of the error and what you were attempting to do.

Do not include passwords, full payment-card information, or unnecessary sensitive personal records.

What information should I include in my support request?

Providing complete information helps the support team understand your request.

Include the following when applicable:

• Full name
• Email address associated with your account
• Course or certification program
• Employer or partner organization
• Location or department, if relevant
• Description of the issue
• Approximate date and time the issue occurred
• Error message or screenshot
• Troubleshooting steps already attempted

For purchases, include the order or transaction reference when available.

For account access, explain whether you are a new or existing Lionel Global learner.

How do I report a login or account access issue?

If you cannot sign in to Lionel Global:

1. Confirm that you are using the correct learning portal.
2. Check your email address and password.
3. Use the password-reset option if necessary.
4. Check your inbox and spam folder for account activation messages.
5. Try another supported browser if the problem continues.
6. Contact Global Support if you still cannot access your account.

When requesting help, identify the portal you are using and describe the error.

If you enrolled through an employer or partner, include your organization's name.

Do not send your password.

How do I report a missing course or enrollment problem?

If you cannot locate your training, first check that you are signed in with the account associated with your enrollment.

If you received an enrollment key, confirm that you followed the provided redemption instructions.

When contacting Global Support, include:

• Course or certification name
• Email associated with your account
• Enrollment key or purchasing method used
• Partner organization, if applicable
• Description of what is missing

Share an enrollment key only through an appropriate private support channel.

Avoid creating another account or purchasing the same training again solely because a course is missing.

How do I request assistance with course progress or an assessment?

If your course progress is incorrect or an assessment is not functioning as expected, contact Lionel Global Support.

Provide:

• Course name
• Lesson or assessment name
• Description of the problem
• What you have already completed
• Approximate time of the issue
• Any error message displayed

You may include a screenshot if it does not contain private account credentials or other sensitive information.

The support team can review the issue and determine whether additional technical or instructional assistance is needed.

How do I request assistance with a certificate?

If your certificate is missing, incorrect, or unavailable after completing training:

1. Sign in to your Lionel Global learner account.
2. Open your learner Transcript.
3. Locate the completed course.
4. Check for an available certificate.
5. Contact Global Support if the expected certificate is missing.

Include your course name, approximate completion date, and the email address associated with your account.

For requests involving credential corrections or verification, additional information may be required.

How do I request help with a purchase or payment?

Lionel Global Support can review questions about purchases, payment processing, receipts, and order fulfillment.

When requesting assistance, include:

• Purchaser name
• Email address used at checkout
• Course or certification purchased
• Approximate purchase date
• Order or transaction reference
• Description of the issue

If you believe you were charged more than once, avoid attempting another purchase until the transaction is reviewed.

Never send full payment-card numbers or card security codes.

How do I request a refund?

To request a refund, email Lionel Global Support with your purchase details and the reason for your request.

Refund requests are reviewed according to the terms and conditions applicable to the purchase.

Refund eligibility, approval, and processing may vary by program and purchasing arrangement.

Submitting a request does not guarantee a refund.

Include your transaction reference when available, but do not provide full payment-card details.

How can I request help with partner or employer training?

If your organization participates in a Lionel Global partner program, Global Support can assist with questions involving:

• Employee enrollment
• Enrollment keys
• Partner training access
• Group purchasing
• Organization-specific pricing
• Course availability
• Manager Experience access
• Reporting and training administration

Include your organization name and the training program involved.

If the request concerns a specific location or department, include that information as well.

Requests to change manager access or employee reporting relationships may require authorization from your organization's designated representative.

How do managers request reporting or administrator access?

Managers and partner administrators should contact Global Support when they need assistance with assigned permissions or reporting visibility.

Include:

• Your name and account email
• Partner organization
• Location or department
• Requested access or reporting change
• Reason for the request

Additional verification or partner authorization may be required before access changes can be completed.

The Manager Experience displays information according to assigned permissions and reporting relationships.

Not every manager automatically has full administrative access.

For more information, review:

How to Monitor Learner Progress Using the Admin Dashboard and Manager Experience

Can I request changes to my learner account?

Lionel Global Support can help review requests involving account information, course access, and learning records.

Examples include:

• Incorrect account email
• Name corrections
• Duplicate learner accounts
• Missing course enrollments
• Incorrect training records
• Partner or department assignment concerns

Some changes require identity verification or approval before they can be completed.

If you believe you have multiple learner accounts, contact support before creating another one.

Can I contact support on behalf of another learner?

You may contact Global Support to report an issue affecting another learner, particularly when acting as an authorized employer or partner administrator.

However, access to individual learner records is subject to applicable privacy requirements and assigned permissions.

The support team may need to verify your authorization before providing account-specific information or making changes.

Avoid sending another person's passwords, unnecessary personal information, or sensitive records.

Can I attach screenshots to a support request?

Yes. Screenshots can help explain technical errors, missing course information, and other LMS issues.

When providing a screenshot:

• Include the relevant error or affected screen.
• Avoid showing passwords or authentication details.
• Remove full payment-card information.
• Avoid including unrelated learner records.
• Provide the name of the affected course or portal.

A screenshot is helpful but is not required for every support request.

How will I know my request was received?

If you contact Global Support by email, monitor your inbox for a reply or acknowledgment.

If you use an available online support form, review the confirmation displayed after submission and any follow-up message sent to your email.

Keep a copy of your request and any confirmation details for future reference.

If you believe your request did not reach the support team, contact global-support@lionel.edu.

How long does it take to receive a response?

Response times depend on the type of request, the information provided, and the level of investigation required.

Some questions may be resolved quickly, while others require coordination with technical support, course administrators, billing, or partner representatives.

Providing complete information in your initial request can help reduce unnecessary follow-up.

For a time-sensitive issue, include the relevant deadline or scheduled training activity in your request.

What should I do if my issue has not been resolved?

If you have already contacted Global Support and need an update, reply to the existing email conversation whenever possible.

Include any new information and identify the issue you previously reported.

Avoid submitting multiple identical requests, as this can make it more difficult to maintain a clear support history.

If the issue affects an upcoming training deadline, examination, or scheduled activity, explain that in your follow-up.

Can Lionel Global Support help with academic degree programs?

Lionel Global Support primarily assists with professional certificates, continuing education, and Global partner training.

Lionel University's academic degree programs follow separate admissions, registration, financial aid, and student support processes.

For academic program questions, contact the appropriate university department.

University Student Support

Email: support@lionel.edu

Phone: 800-650-4772

University Admissions

Email: admissions@lionel.edu

Phone: 888-411-9291

The academic Master Trainer Certificate is a college-credit program and should not be confused with individual Lionel Global professional certificates.

Can I contact Lionel Global about a new partnership or additional employee training?

Yes. Organizations interested in professional training, employee education, or expanding an existing Lionel Global partnership can contact the Global team.

Include:

• Organization name
• Your role
• Training objectives
• Approximate number of learners
• Locations involved, if applicable
• Programs or certifications of interest

The team can help direct your inquiry to the appropriate partnership representative.

Where can I find help before contacting support?

Many common questions can be answered through Lionel Global's self-service resources.

Available topics include:

• Account and course access
• Enrollment key redemption
• Course progress and completion
• Certificates and credentials
• Partner enrollment
• Manager reporting
• Purchases and payments

Lionel Global Learning Platform

global.lionel.edu

Manager and Administrator Guidance

How to Monitor Learner Progress Using the Admin Dashboard and Manager Experience

If the available guidance does not resolve your question, contact Global Support.

What is the best way to contact Lionel Global Support?

The best way to request assistance is to explain your issue clearly and include the details necessary for review.

Lionel Global Support

Email: global-support@lionel.edu

When possible, use the same email address associated with your Lionel Global account or purchase.

For account access, course completion, purchases, or partner training, include the specific course, organization, or transaction involved.

The Lionel Global team can help identify the appropriate next steps.