Innovative Solutions. Superior Training. Accelerated Performance.

Frequently Asked Questions (FAQs)

This page lists our Frequently Asked Questions (FAQs) for technical support.  You may find this page helpful if you have questions about using our products.

  • STUDENTS - How do I launch Safe Passage® training?
    1. Launch the WELCOME screen
          • For online users, navigate to your company’s training web address
          • For offline users, click the START SAFE PASSAGE icon on your desktop
    2. Enter the User ID and Password provided by your administrator
    3. Click LOGIN
    4. When logging in for the first time, you will be prompted to change your password and set a security question
    5. Click SAVE
    6. You will be taken to your personal home page
          • For Student level accounts, this is the Training Dashboard
          • For Administrator level accounts, this is the Programs page
  • STUDENTS - How do I complete a training program?
    1. Navigate to your personal Training Dashboard by selecting TRAINING from the header panel or from the dropdown menu displaying your name
    2. Locate the Training tile
    3. Select a training program by clicking START or CONTINUE
    4. Advance through course content using the NEXT button
          • Be sure to complete all lab exercises, activities, and exams along the way
    5. As program components are completed, green checkmarks will appear in the Table of Contents
    6. Finish all courses and components contained within to complete the training program
    7. Completed training programs will appear on the Completed tab of the Training tile
  • STUDENTS - I forgot my password. How do I reset it?
    1. Launch the WELCOME screen
    2. Click “HAVING A PROBLEM WITH YOUR ACCOUNT? CLICK HERE”
    3. Enter your User ID
    4. Click NEXT
    5. Answer your security question
    6. Click NEXT
    7. Enter your new password
    8. Re-enter your new password
    9. Click LOGIN

    If the above instructions did not work and you are sure you answered your security question correctly, please contact your training administrator to unlock your account. Too many failed attempts to log into Safe Passage® Training results in your account being locked automatically for security reasons.
  • STUDENTS - How do I change my security question?
    1. Log into the Safe Passage® system
    2. Click your NAME to expand the dropdown menu
    3. Click ACCOUNT
    4. Click CHANGE SECURITY QUESTION
    5. Fill in all required fields
    6. Click SAVE
  • STUDENTS - The training tile of the Training Dashboard is empty. What should I do?
  • If you are not seeing any training programs listed in the training tile of the Training Dashboard, your administrator has not added any training programs to your account. Please contact your training administrator so they can assign you the appropriate training programs.
  • STUDENTS - The training tile of the Training Dashboard has programs listed but I still cannot train. What should I do?
  • If you have training programs assigned but the Action column does not say “START” or “CONTINUE”, your administrator may need to do additional steps to before you can begin training. Please contact your training administrator so they can resolve the issues.
  • STUDENTS - How do I generate my completion certificate?
  • From the Training Dashboard:
    1. Log into the Safe Passage® system
    2. Click TRAINING to access the Training Dashboard
    3. Locate the Current Certifications dashboard tile
    4. Click VIEW next to your completed training program
    5. The completion certificate will display. You may Save as PDF, Save as Image, or Print
    6. Click BACK to return to the Training Dashboard

    From the Reports Menu:
    1. Log into the Safe Passage® system
    2. Click REPORTS
    3. Click COMPLETION CERTIFICATES
    4. Click to highlight the certificate you would like to view
    5. Click CONTINUE
    6. The completion certificate will display. You may Save as PDF, Save as Image, or Print
    7. Click BACK to return to the Completion Certificates Report
  • ADMINISTRATORS - How do I add a new user?
    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click USERS
    4. Click ADD
    5. Fill in all required fields including a user name and temporary password

      • The password must contain at least 6 characters, 1 lowercase character, 1 uppercase character, and 1 number

    6. Select the appropriate access level
    7. Click SAVE
    8. When prompted, click YES to assign training now or click No to assign training at a later time
    9. Repeat the process to add other users to the system
  • ADMINISTRATORS - How do I reset a user's password?
    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click USERS
    4. In the “Search” filter, search for the user you would like to reactivate
    5. If you have many users and would like to narrow down your search further, use “Add a filter” to define additional parameters for your user
    6. Click SUBMIT
    7. Click to highlight the user you would like to reset the password for
    8. Click EDIT
    9. Enter a temporary password into the required fields
    10. Check the "Force Password Change" box. This allows the user to choose their own password once they log in using your temporary password
    11. Uncheck the “Account Locked” box, if needed. When this box is checked, it indicates that a user has tried too many times to access their account, resulting in it becoming locked for security purposes
    12. Click SAVE
  • ADMINISTRATORS - Will the system allow me to create two new users with the same User ID?
  • No. The system will not allow identical User IDs to be inputted. If you try to do so, an error message appears stating that the ID has already been used. Generally, we recommend using a unique identifier such as an employee ID number or email address for the User ID.

    If you are using a unique identifier but it is still not working, this specific user may already exist inside the system. Check if the user account is deactivated, reactivate the account, and reset their password with a temporary password.
  • ADMINISTRATORS - I am unable to add a new user account to the system. What should I do?
  • It is likely this user account has already been added to the system previously, but you cannot see their account because it has been deactivated. Reactivate the user account and the user will be able to log in normally.

    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click USERS
    4. In the “Show Active” filter, select NO
    5. In the “Search” filter, search for the user you would like to reactivate
    6. If you have many users and would like to narrow down your search further, use “Add a filter” to define additional parameters for your user
    7. Click SUBMIT
    8. Click to highlight the user you would like to reactivate
    9. Select ENABLE
    10. Click YES to confirm reactivation
  • ADMINISTRATORS - How do I deactivate or reactivate a user account?
  • Deactivating a user turns the account off and prevents the user from logging in. Reactivating a user turns the account on and allows the user to log in again.

    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click USERS
    4. In the “Show Active” filter
          • Select YES if you would like deactivate the user
          • Select NO if you would like to reactivate the user
    5. In the “Search” filter, search for the user
    6. If you have many users and would like to narrow down your search further, use “Add a filter” to define additional details about your user
    7. Click SUBMIT
    8. Click to highlight the user you would like to deactivate or reactivate
          • Select DISABLE to deactivate the user
          • Select ENABLE to reactivate the user
    9. Click YES to confirm
  • ADMINISTRATORS - Can I permanently remove users from the system?
  • No. Using the DISABLE button on the Users page will deactivate the user and hide their name from the Users list. A disabled user account can be restored. There is no way to permanently delete a user from the system.
  • ADMINISTRATORS - How do I assign or unassign multiple training programs to one user?
    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click USERS
    4. Search for the user
    5. Click to highlight the user you would like to manage
    6. Click MANAGE
    7. To assign training to a user:

      • Select to highlight a program from the left side and click the > single arrow. To assign all programs to a user, click the >> double arrow

    8. To unassign training from a user:

      • Select to highlight a program from the right side and click the < single arrow. To unassign all programs from a user, click the << double arrow

    9. Click SAVE
  • ADMINISTRATORS - How do I assign or unassign multiple users to one training program?
    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click PROGRAMS
    4. Search for the program
    5. Click to highlight the training program you would like to manage
    6. Click MANAGE
    7. To assign users to the program:

      • Select to highlight a user from the left side and click the > single arrow. To assign all users to a program, click the >> double arrow

    8. To unassign users from a program:

      • Select to highlight a user from the right side and click the < single arrow. To unassign all users from a program, click the << double arrow

    9. Click Save
  • ADMINISTRATORS - How to reset multiple training program for one user?
  • If a user has not finished a training program, resetting will clear all of the progress they've made. Be sure the user has completed the training program before proceeding with a reset.

    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click USERS
    4. Search for the user
    5. Click to highlight the user you would like to reset
    6. Click RESET
    7. Select to highlight a program from the left side and click the > single arrow. To reset all programs for a user, click the >> double arrow
    8. Click SAVE
  • ADMINISTRATORS - How to reset multiple users for one training program?
  • If a user has not finished a training program, resetting will clear all of the progress they've made. Be sure the user has completed the training program before proceeding with a reset.

    1. Log into the Safe Passage® system using an administrator level account
    2. Click TOOLS
    3. Click PROGRAMS
    4. Search for the program
    5. Click to highlight the program you would like to reset
    6. Click RESET
    7. Select to highlight a user from the left side and click the > single arrow. To reset all users in this program, click the >> double arrow
    8. Click SAVE
Contact Us
Product Information
  • Corporate Headquarters
    Safe Passage International, Inc.
    333 Metro Park
    Rochester, New York 14623
    USA
  • +1 585 292 4910
  • +1 585 292 4911
  • info@safe-passage.com
Customer Support
  • Corporate Headquarters
    Safe Passage International, Inc.
    333 Metro Park
    Rochester, New York 14623
    USA
  • +1 585 292 4910 x0230
  • +1 585 292 4911
  • support@safe-passage.com
Webmaster
  • webmaster@safe-passage.com
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