FAQ 2026
Frequently Asked Questions (FAQs)
Rigging Lab Academy
- Why does my membership show as lapsed after subscribing?
- First, make sure your subscription is active by going to your Profile, and check under the Subscriptions tab. Second, make sure your payment is cleared. If your subscription is active, and your payment went through, this is a glitch. Contact info@rigginglabacademy.com to clear this.
- Why did my subscription get canceled unexpectedly?
- This may be due to a failed payment, the card returning expired, or with insufficient funds. If your subscription gets cancelled before its expiration date, check your subscription status under Subscriptions in your Profile page. Then, make sure your payment has cleared. Contact info@rigginglabacademy.com
- I subscribed, but do not have access to courses — how do I fix it?
- First, check if your subscription is active. Then, make sure your payment went through. If you have an active subscription and still do not have access to the courses, contact us at info@rigginglabacademy.com
- How do I sign up for an annual membership?
- Visit our membership checkout page, and toggle between the Monthly and Annual switch to view monthly and annual options, and proceed to checkout with your preferred plan. https://rigginglabacademy.com/rla_core_pricing_plans/
- How do I cancel my membership?
- Go to your Profile page and click on the Subscriptions tab on the left. Look for your active membership and click on the three dots under the Actions column. Click on Cancel.
- How do I update or manage my subscription?
- Go to your Profile page and click on the Subscriptions tab on the left. Look for your active membership and click on the three dots under the Actions column. Click on Update or Cancel.
- Why can’t I log into my account?
- Double-check the following:
– Make sure you are using the correct email ID when logging in. Some users have signed up with department Emails and try to log in with their personal IDs.
– Make sure you click on the “Verify you are human” feature. Let it load.
– After entering your password, click on the “eye” to preview your password and check for any typos.
– Final option: use the Forgot Password feature at the bottom. Make sure you enter the correct email address, and check your Spam folder if you don’t receive the password reset email.
- Double-check the following:
- Why am I not receiving the password reset email?
- Make sure you have entered the correct email address that is associated with your account. Check your Spam folder. If you still cannot find the reset email, please contact info@rigginglabacademy.com
- Why does my Google login work, but my email login does not?
- If your Google login does not work, try entering your Google email ID to log in. If this does not work, use the “Forgot Password” feature below the login fields.
- How do I reset my password?
- On the login page, click on “Forgot Password” below the username and password fields. Be sure to enter the correct email address associated with your membership.
- How do I manage my team members?
- If you are the account holder (team leader) of your team, go to your Profile and click Subscriptions. View your active subscription and then click on the three dots under the Actions column and click on Sub Accounts. This will allow you to view your entire team, add/remove members, and view their progress.
- How do I view my team’s progress and course completions?
- If you are the account holder (team leader) of your team, go to your Profile and click Subscriptions. View your active subscription and then click on the three dots under the Actions column and click on Sub Accounts. This will allow you to view your entire team, add/remove members, and view their progress.
- How do I add new members to my team account?
- If you are the account holder (team leader) of your team, go to your Profile and click Subscriptions. View your active subscription and then click on the three dots under the Actions column and click on Sub Accounts. This will allow you to view your entire team, add/remove members, and view their progress.
- How do I assign Team Leads or administrators?
- Our system only allows for 1 team leader (account holder). In order to change this account holder, you will need to contact info@rigginglabacademy.com. Otherwise, you will need to change the email of the account holder’s account and name to that of the new team lead’s name and email.
- How do I transfer onboarding responsibilities to another administrator?
- In order to change this account holder, you will need to contact info@rigginglabacademy.com. Otherwise, you will need to change the email of the account holder’s account and name to that of the new team lead’s name and email.
- How do I confirm which users are attached to my team account?
- If you are the account holder (team leader) of your team, go to your Profile and click Subscriptions. View your active subscription and then click on the three dots under the Actions column and click on Sub Accounts. This will allow you to view your entire team, add/remove members, and view their progress.
- Will new team members receive a registration email automatically?
- When adding new team members to your team, check the box that states “Send NEW members the welcome email if they haven’t received it already for the membership.”
- Can existing users be added to a team account without losing progress?
- Yes, add these members to your team by going to your Profile and clicking on Subscriptions. Click the three dots under the Actions column, then Sub Accounts, and add these members.
- Where can I find my previous certifications?
- If you did not save your previous certifications, contact info@rigginglabacademy.com for these certificates.
- Why are my completed courses or certifications missing?
- If you did not save your previous certifications, contact info@rigginglabacademy.com for these certificates. If you need new certificates, make you complete a given course. This is done by clicking on Complete and Continue when finished with a lesson within a course.
- Will my training history transfer to the new website?
- Your training history or course progress will not be transferred to the new site, as we have revamped our entire learning system. The learning content has been updated and improved for a better learning experience.
- How do I report incorrect information in a course?
- If you find incorrect information or have feedback on any content, please email info@rigginglabacademy.com, as we will adjust and clarify content that is incorrect or lacking.
- Which standards are referenced in the training courses?
- Our training courses reference recognized industry standards, including National Fire Protection Association standards such as NFPA 1670, NFPA 1006, NFPA 2500, and NFPA 1983. These standards are commonly used within the technical rescue, rope rescue, and rigging industries to support safe practices, operational guidelines, equipment requirements, and professional competencies.
- How are course materials updated when industry standards change?
- Our training materials are periodically reviewed and updated to reflect relevant changes to industry standards, equipment specifications, and accepted rescue and rigging practices. When standards such as those published by the National Fire Protection Association are revised, we work to update applicable course content, references, and instructional materials to maintain accuracy and relevance for rescue and rigging professionals.
- Why didn’t I receive my account setup or registration email?
- If you did not receive your registration email, check your Spam folder. You can also utilize the Forgot Password on the login page here https://rigginglabacademy.com/rigging-lab-academy-login/. Contact us at info@rigginglabacademy.com for further assistance.
- How do I resend a registration or invitation email?
- If you are a part of a team, you will need your team leader (account holder) to enter your email again. This may cause you to lose all progress. You can also use the Forgot Password feature at the login page to reset your password if you did not receive a registration email.
Rescue Response Gear
- How do I request a quote for rescue or rigging equipment?
- Add gear to your shopping cart. When finished, proceed to the checkout page and click on” Quote my Current Cart,” and we will email you a quote.
- How long does it take to receive a quote?
- Please allow up to 24 hours for a quote to be emailed to you.
- Do you offer bulk pricing or department discounts?
- We offer some bulk order discounts. Please contact info@rescueresponse.com for bulk order discount inquiries.
- Can I request a custom quote for large rope orders?
- Yes, please contact info@rescueresponse.com for bulk order discount inquiries.
- Who can I contact to discuss pricing or product recommendations?
- Use our Support bot for any product-related recommendations. If this does not answer your questions, contact info@rescueresponse.com for further assistance.
- Can I place an order immediately after receiving a quote?
- Yes, when a quote is emailed over to you, there will be a Pay button in the quote where you can make the payment for the quote and have it processed.
- How can I check if a product is in stock?
- Please contact info@rescueresponse.com for product availability.
- What does backorder mean?
- A backorder means a product is temporarily out of stock, and we are waiting for our vendors to fulfill manufacturing and orders. A Backorder can lead to longer lead times, but we will try our best to fulfill your order.
- How long do backordered items usually take to ship?
- Backorders can take anywhere from 1 week to 8 weeks, depending on the manufacturer’s delay. Please contact info@rescueresponse.com for product availability questions.
- Why can’t I find a product that was previously on your website?
- If a product is no longer available on our website, it may mean that this has been discontinued or a new product line has been introduced. You can contact info@rescueresponse.com for product updates.
- Do discontinued products have recommended replacements?
- Yes, you can use our Support bot for any gear recommendations, or contact info@rescueresponse.com for alternatives.
- How quickly can my order ship?
- If your gear/product is in stock, they can ship within three to five business days.
- Do you offer expedited shipping?
- We do not guarantee expedited shipping because of possible manufacturer delays, but you can request expedited shipping for products in stock, or when available, by contacting info@rescueresponse.com
- Can I modify my order after it has been placed?
- Once an order is placed, it can not be modified. If a modification is needed, please contact info@rescueresponse.com for additional support.
- Can I place an order by phone or email?
- You can request a quote via email or through our web store by clicking on “Quote my Current Cart” at checkout once you have all your gear in your cart. Please note that we do not take payments over the phone.
- Will I receive tracking information after my order ships?
- Once your order is placed, you will receive a confirmation email, lead times, and tracking information once available.
- Do you ship internationally?
- We do not ship internationally, but we can work with some forwarders. Please contact info@rescueresponse.com for international orders.
- How do I return gear that I have purchased?
You will need to contact us at info@rescueresponse.com to begin the return process. We will need to get you a return authorization and address in order to have the gear returned. You will also be responsible for return shipping costs and fees. - Can I return used gear?
No, all gear must be in new and unused condition in order for a return authorization to be given. - How long do I have to return gear?
Gear purchased through Rescue Response Gear must be returned within 30 days from the time of purchase.
- Do you work with fire departments and rescue teams?
- Yes, fire departments and rescue teams are our primary customers and offer Net 30 payment options, as well as tax-exempt orders where applicable.
- Can departments submit purchase orders (POs)?
- Yes, if you need to set up a Net 30 PO account, please fill out our online form here: rescueresponse.com/net-30-registration-form/ If you already have a Net 30 account, proceed to checkout and click on “Purchase Order” under the payment fields at the checkout page.
- How do I contact customer support about an order?
- Contact info@rescueresponse.com for all order and support-related questions.
- What information should I include when requesting a quote?
- Be sure to include your name and email when contacting support, and have product numbers and order numbers when referencing them.
- Can you help me locate a previously purchased product?
- Yes, contact info@rescueresponse.com if you do not find your product on our web store at www.rescueresponse.com. Please have the product number (SKU) handy when searching for gear.
- How do I know if a product has been discontinued or renamed?
- We try to keep our web store updated, so any discontinued gear will be removed. If you need more information on a product’s availability, please contact info@rescueresponse.com