Frequently Asked Questions (FAQ)

1

What do I need to prepare before creating an ICE Institute account?

Prepare your full name as stated on your official identification, an active email address, and an active phone number. Make sure your name is spelled correctly, as it will be printed on your certificate. ICE Institute can be accessed from a desktop computer, laptop, or mobile phone with a stable internet connection.

2

How do I create an ICE Institute account?

Open ICE Institute, select the profile icon, and then select Login. You can create an account by selecting Google and completing the requested information, or by selecting Register, filling in your full name, email address, phone number, and password, and then selecting Create Account.

3

I have registered but cannot use my account yet. What should I do?

Your account must first be activated. Open the activation email from ICE Institute and select Activate Your Account. The account can be used once activation is successful.

4

I did not receive the activation email. What should I do?

Check your Spam or Promotions folder and make sure the registered email address is correct. If you still have not received the email, contact the ICE Institute support team via [support contact].

5

How do I log in to ICE Institute?

Select the profile icon on the homepage, then select Login. Enter your email address and password, then select Login. Once successful, you will be directed to the participant dashboard.

6

I forgot my password. How do I reset it?

On the login page, select Click here next to Forgot your password?. Enter your registered email address and select Recover my Password. Open the recovery email, select Change My Password, enter your new password in the New Password and Confirm Password fields, and then select Reset My Password.

7

I did not receive the password recovery email. What should I do?

Check your Spam or Promotions folder and make sure the email address you entered matches the one used during registration.

1

Where can I see the available courses?

Select the Courses menu to open the catalog. The catalog displays courses with brief information, such as the course name, description, and price.

2

How do I search for a specific course?

Type the course name or a keyword in the search bar. You can also use the filters on the left side of the page to narrow down the results.

3

How can I find out about a course's content before enrolling?

Open the course details page to view the description, the Course Materials structure, instructor information, participant reviews, and a sample certificate. Select Show More to read the full description.

4

Do all courses award a certificate?

No. Check the label in the catalog. The Cert Available label indicates that the course awards a certificate, while the Self Paced label indicates that the course can be studied independently without a certificate.

1

How do I enroll in a paid course?

On the course details page, select Add to Cart. Review your cart, then select Proceed to Checkout to continue to payment.

2

How do I enroll in a free course?

On the course details page, select [button name]. Free courses are enrolled immediately without payment and can be accessed through My Courses.

3

I added the wrong course to my cart. What should I do?

Open your cart and select Remove on the course you no longer wish to take. To add other courses, select Add More Courses.

4

How do I make a payment?

On the order summary page, select Pay Now, then choose the bank you wish to use. A Virtual Account (VA) number and payment instructions will be displayed. Complete the payment through the banking services of the selected bank.

5

Which banks are available?

BNI, BSI, BRI, BJB, Permata Bank, Mandiri, and other banks available in the payment window.

6

My Virtual Account number has expired. What should I do?

Repeat the checkout process to obtain a new VA number, and complete the payment before the deadline.

7

How do I know whether my payment was successful?

Open Payment Details. If the payment was successful, the status will change to Completed. The full transaction history can be viewed in Payment History.

8

My payment was successful. Do I still need to enroll in the course?

No. Once the payment status is Completed, you are automatically enrolled in the course you paid for and can access it through My Courses.

9

My payment has not been recorded. What should I do?

Check the transaction status in Payment Details and Payment History. If the status is not Completed even though payment has been made, submit a support ticket through the Help menu and attach your proof of payment.

10

Can payments be refunded?

For refund inquiries, submit a support ticket through the Help menu, including the course name and proof of payment. Staff will follow up in accordance with the applicable terms and conditions.

1

Where can I find the courses I am enrolled in?

Select the profile icon in the upper-right corner of the page, then select My Courses.

2

How do I start learning?

On the My Courses page, select Continue on the course you wish to study. It is recommended to start from the first section and follow the materials in sequence.

3

How do I move to the next material?

Select Next to proceed to the next material, or Previous to return to the previous material.

4

Is my learning progress saved?

Yes. Progress is saved automatically, so you can resume from where you left off. Your learning progress can be checked through the Progress tab.

5

Where can I see my grades and passing status?

Open the Progress tab. This page displays the completion percentage of the materials, your current grade compared with the passing grade, and the Certificate Status.

6

My status still shows "Not Passed". What does this mean?

Your grade has not yet reached the passing grade. Continue learning and complete the available activities before the course period ends.

7

How long can a course be accessed?

The learning period for each course is stated on the course details page. Make sure all materials and assessments are completed before that period ends.

1

What are the requirements for obtaining a certificate?

Take a paid course that offers a certificate, achieve the passing grade, make sure your Display Name is correct, and complete the course evaluation at the end of the materials.

2

Do free courses award a certificate?

No. Free courses can be studied until completion, but they do not award a certificate.

3

How do I know whether I can generate my certificate?

Open the Progress tab. Once your grade reaches the passing grade, the Certificate Status will turn green.

4

Why do I need to check my Display Name before generating my certificate?

The name in Display Name will be printed on the certificate, so it must match your identity documents, such as your national ID card (KTP) or academic diploma.

5

How do I change my name before the certificate is issued?

Select the profile icon, then Profile. Under Display Name, select Edit, enter the correct name, and then select Save.

6

Why has the certificate generation button not appeared?

Make sure your grade has reached the passing grade and that you have submitted the course evaluation at the end of the materials.

7

How do I generate my certificate?

After submitting the evaluation and confirming your Display Name is correct, select Generate Certificate at the end of the materials. Your digital certificate will be displayed immediately.

8

Where can I view my certificate again?

Open My Courses, then select Certificate on the completed course.

9

The name on my certificate is incorrect. Can it be corrected?

Yes. First update your Display Name, then open the certificate issuance email and select View My Certificate. Select More, then Request Name Change, enter the correct name in the New name on the credential and Confirm new name fields, and then select Request. The name will be updated once approved by staff.

1

How do I submit a rating?

After your certificate has been issued, open My Courses and select Rating on the completed course. Give one to five stars for the course, the instructor, the course provider partner, and the ICE Institute platform, add a review if desired, and then select Submit Rating on the final rating.

2

Can I still study a course after completing it?

Yes. Once your rating has been submitted, the Rating button changes to Review, which can be used to revisit the course materials.

1

What should I do if my issue is not addressed in the FAQ?

Select the profile icon, then Help, and then Create Ticket. Fill in the Subject, Category, and Description, attach documents under Attachments if necessary, set the Priority, and then select Submit Ticket.

2

How do I know whether my support ticket was submitted successfully?

A successfully submitted ticket will appear on the Help & Support page with the status Open.

3

What do the ticket statuses mean?

Open: awaiting a response from staff. In Progress: being handled by staff. Waiting for User: staff are awaiting your response or additional information. Resolved: the issue has been marked as resolved. Closed: the ticket has been closed and can no longer be replied to.

4

How do I know whether staff have replied to my ticket?

You will receive a notification. Select the profile icon, then Help, and select the ticket to view the conversation. Your messages are marked You, while staff messages are marked Support.

5

How do I reply to a message from staff?

Open the ticket from the Help & Support page, write your response in Reply, and then select Send Reply.

6

My ticket has been closed, but the issue persists. What should I do?

Create a new ticket through Help, then Create Ticket.