SalamTec Aldakeyah Institute for TrainingالعربيةEnrol now

Help centre

Quick fixes for the most common technical issues with online courses, payments and certificates. Search for your issue or browse the sections.

Online courses (Masaq platform)

I can't log in, or I forgot my password
  1. Make sure you are on elearning.salamtec.sa
  2. Type the email you registered with, without spaces.
  3. Use "Forgot password" on the login page and check your Spam folder for the reset link.
  4. If the link does not arrive within a few minutes, contact us and we will reset your account.
My microphone doesn't work on the platform
  1. Click the lock icon 🔒 next to the address bar, allow the Microphone, then refresh the page.
  2. Close any app that may be using the mic, such as Zoom, Teams or WhatsApp Desktop.
  3. Use the latest Google Chrome or Microsoft Edge.
  4. Windows: Settings → Privacy & security → Microphone, and allow access for your browser.
  5. iPhone: Settings → Safari or Chrome → Microphone → Allow.
  6. If you use Bluetooth headphones, reconnect them or try the built-in mic.
My camera doesn't work
  1. From the lock icon 🔒 allow the Camera, then refresh.
  2. Close apps that may be using the camera (Zoom, Teams, Camera app).
  3. Check the camera cover or the laptop camera key.
I can't hear the lesson or live session
  1. Check the device is not muted and the player volume is up.
  2. If you use headphones, make sure they are the selected output.
  3. On a phone, make sure silent mode is off.
  4. Refresh the page or try another browser.
The video won't play or keeps buffering
  1. Try another network or move closer to the router.
  2. Lower the quality in the player settings (e.g. 480p).
  3. Close other tabs and apps using the internet.
  4. Clear the browser cache or try a private (Incognito) window.
How do I join the live session?
  1. Log in and open the course from "My courses".
  2. The live session link appears inside the course at the scheduled time; you will usually get an email reminder.
  3. Join 5 minutes early to check your mic and audio.
  4. If the link does not appear on time, message us on WhatsApp straight away.
A lesson isn't marked complete or my progress isn't updating
  1. Watch the video to the end, then press the complete-lesson button if there is one.
  2. Refresh the page after finishing.
  3. Complete any quiz or assignment linked to the lesson.
  4. If it continues, send us the course and lesson name.
Where is my online course certificate?
  1. The certificate is issued once you finish all lessons and pass the exam, if there is one.
  2. You will find it inside the course in your account and can download it as a PDF.
  3. Make sure the name on your account is exactly as you want it on the certificate.

Payments and invoices (store)

My payment didn't go through
  1. Make sure your card is enabled for online purchases and you receive the bank OTP.
  2. Try another card, payment method or browser.
  3. Do not pay more than once. If you were charged without a confirmation, send us a screenshot and we will follow up.
Can I pay in instalments?
  1. Store courses can be paid in instalments with Tabby at checkout.
  2. The VAT programme has a special instalment plan; message us on WhatsApp.
I need a tax invoice
  1. Your invoice is emailed after payment.
  2. Companies: send us your company name and VAT number and we will issue the invoice in your company name.
I want to cancel or get a refund
  1. In-person courses: 7+ days before, full refund; 3 to 6 days before, 50% refund or a free transfer.
  2. Online courses: within 7 days of purchase if no more than 20% has been viewed.
  3. Full details are in the refund policy. Requests via WhatsApp or info@salamtec.sa.

In-person courses and certificates

Where is the institute?
  1. Building 8109, King Faisal Bin Abdulaziz Road, Al Wasadah, Al Qatif. Short national address: EGGB8109.
  2. Open 9am to 3pm, closed Fridays.
I need to change my course date
  1. Message us on WhatsApp before your date and we can move you to a later date under the cancellation policy.
How can I verify a certificate issued by the institute?
  1. Send us a photo or the number of the certificate on WhatsApp and we will confirm it.
  2. Employers verifying staff certificates can email info@salamtec.sa.

Still stuck?

Message us on WhatsApp with a screenshot. Support is available 9am to 3pm.

Contact support