Help & support

Help

Find an answer or leave a request for the DuelloTV team.

Common questions

What does a completion certificate mean?

A certificate shows you’ve completed a course. For your next steps beyond course completion, explore Academie Duello’s rank path ↗ and Instructor Training ↗.

I can’t sign in

Check you’re using the email you signed up with. Reset your password if you need a new one.

A video is unavailable

Try reloading the page. Check that your account includes the material, then retry the video. If it still fails, include the lesson title and what happened in your request.

Where is my progress?

Your progress is saved to your account. Open My Training to pick up where you left off. Make sure you’re signed in with the same email you used before.

Membership and owned courses

Courses you’ve bought are yours to keep. If your membership ends, you keep those courses and all your progress.

Review your account →
Where is my confirmation email?

Check your spam folder, then request another confirmation email. Use the newest link. If you entered the wrong address, return to Create an account.

How do I cancel or request a refund?

Open Membership & billing to manage renewal or request a refund. See the refund policy for the terms that apply to your purchase.

How do I join a live class?

With Pro Live or Masters Club access, open the session from Live and follow its joining instructions. Session times appear in your time zone. You can change it in Profile & preferences.

Can I train on my phone?

Yes. Use a current browser on your phone, tablet or computer. Sign in with the same account to continue your training.

How do I update my card or get a receipt?

Open Membership & billing and choose Manage billing. You can update your card and view invoices in Stripe.

How do I redeem a course gift?

Open Courses & packs and enter your gift code.

Contact support

Send a request

We usually reply within 2 business days.

Request a refund or cancellation

We record the date when you submit this request. We aim to process refunds within five business days. For a quarterly cancellation, unused days are calculated from your request date. Read the policy.

Include the purchase or membership you need help with. Please don’t include passwords or payment-card details.

You can also email info@duello.tv.

Academie Duello Ltd., operating as DuelloTV
412 West Hastings Street, Vancouver, BC V6B 1L1, Canada