Frequently Asked Questions

Why does the PHAC Training Portal look different?

The Biosafety Learning and Knowledge Team has been working closely with Shared Services Canada to update the servers and software hosting the PHAC Training Portal. We know that the new portal will provide significant improvements in accessibility as well as functionality.

If you are a user currently registered on the portal, there will be no change to your account.

How do I create a new account?

Go to and click on the Create New Account button.

Type in a username, password, email address (twice), your first name, and your last name. Select all of the other profile elements that you would like to use. You must choose your professional role in the organization. Select all of the areas of interest you want to see. Click the Create my new account button. You will get a confirmation email from the training and learning email account ( You must follow the instructions in that email to activate your account.

What if I forget my password?

Click Lost password? link and enter either your username or your email address in the appropriate Search by text box. If we can find you in the database, an email will be sent to your email address with instructions to reset your password. The email will be sent from the training and learning email account (

Can I change my personal information or password?

All of your personal and profile information can be found under your profile. Your profile is located next to your name in the top right-hand side of any page of the site. Click Edit profile to change your personal information or password.

How do I start a course?

Courses are arranged by categories and subcategories. To navigate to a course, use the buttons or the menu to open each category and subcategory. Click the link to open the desired course. After you are in the course, click each icon or text label. If prompted, click Enter.

How do I find a course?

If you know part of the course title, you can find the course using the search bar. Click the magnifying glass at the top of any page. Enter the name in the Course search box. The results will appear, and you can choose the course you want to take.

The course I launched is not opening, what do I do?

All the courses open in a separate window. Please ensure that you allow pop-ups in the browser settings. You can search your browser settings by “Pop-ups and Redirects” and allow pop-ups to open. More support is available on the Help menu.

How do I access my certificate after completing a course?

For many courses, the certificate is in the actual course. You need to pass the quiz and click “Complete”. You will receive a message at the end of the Summary slide that states, “The course has now been marked completed. Click the image to download your certificate of completion.”

For other courses, after passing the quiz or completing the final slide, you must click the “Quit” button on the top menu to complete the course. This will give you a checkmark on the main launch page of the course to show that you have completed the course. The certificate will unlock underneath the course for you to download.

Who do I contact for support?

Use the Contact Us form to contact us, or direct your questions to