How can we help you?

Whether you have a technical question or need assistance with your academy, our support team is ready to assist.

Get in Touch

Fill out the form, and our technical support specialists will get back to you within 24 hours. For immediate answers, please check our frequently asked questions below.

Email Support

support@VanillaCourse.com

Operating Hours

Monday - Friday: 9am - 6pm EST

Frequently Asked Questions

Quick answers to our most common technical and platform questions.

1. How do I reset my administrator password?
Click the "Forgot Password" link on the login page. Enter your registered email address, and we will send you a secure link to reset your credentials.
2. Why are my course videos buffering or not playing?
Playback issues are typically related to local internet connectivity or browser caching. Try clearing your browser cache or testing the video on an incognito window.
3. How do I update my billing information?
Log in to your Admin Dashboard, navigate to "Settings," and click on the "Billing" tab. From there, you can securely add or update your credit card details via Stripe.
4. Is there a file size limit for video uploads?
Yes, to ensure optimal performance across all devices, the maximum file size per video upload is 2GB. We recommend compressing videos in MP4 format before uploading.
5. How do I issue a refund to a student?
Navigate to the "Sales" or "Transactions" section in your dashboard, locate the student's transaction, and click the "Refund" button. The funds will be returned via Stripe automatically.
6. Can I change my Vanilla Course subscription plan later?
Absolutely. You can upgrade or downgrade your plan at any time from your Billing Settings. Prorated charges or credits will be automatically applied to your next invoice.
7. Does the platform support custom domains?
Yes, custom domain mapping is available on our Gold and Elite plans. You can configure your DNS settings under the "Domain Configuration" tab in your admin panel.
8. What browsers are officially supported?
We support the latest versions of Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge. We recommend keeping your browser updated for the best experience.
9. Where can I find my monthly invoice?
All your past invoices are stored in your Admin Dashboard under Settings > Billing > Invoice History. You can download them directly as PDF files.
10. My account is locked, what should I do?
Accounts are temporarily locked after multiple failed login attempts for security. Wait 15 minutes and try again, or use the "Forgot Password" link. If the issue persists, contact support.
11. What payment methods can my students use?
Thanks to our Stripe integration, your students can pay using all major credit and debit cards (Visa, Mastercard, Amex), as well as Apple Pay and Google Pay.
12. How do I delete my academy account?
To permanently delete your account and all associated data, navigate to Settings > Danger Zone, and select "Delete Account." Note that this action is irreversible.
13. Can I integrate third-party tools like Mailchimp?
Yes, Vanilla Course offers Zapier integration and webhooks, allowing you to connect your academy to thousands of third-party email, marketing, and CRM tools.
14. Are students required to download an app?
No. Our platform is a fully responsive Progressive Web App (PWA). Students simply log in via their mobile or desktop browser for a seamless experience.
15. Why aren't my automated emails sending?
Ensure that your SMTP settings are correctly configured in the Admin Dashboard. If using our default mailer, ask your students to check their spam/junk folders.