Questions, answered.

Certificates-of-Knowledge.COM is a pay-TV billing platform and hands-on call-centre training simulator. Trainees learn by doing the real job — handling customer calls, subscriptions, decoders, packages and wallets — inside a working billing system, so employers can take on agents who have already practised the work.

Job-seekers, students and working people who want practical call-centre and billing experience, and organisations that want to train, assess or sponsor their agents. You do not need previous call-centre experience.

There are no slides or quizzes. Each trainee works in their own sandbox copy of a pay-TV billing system, listens to recorded customer calls and carries out the billing actions the customer needs. Each task is timed and checked automatically.

No. Customers, accounts, decoders, packages, wallets and transactions in the training sandbox are fictitious and have no real-world financial effect. Never enter real personal, card or bank details into the sandbox.

No. The decoder models (Liquid HD, Solid HD and Gas HD) and the packages (Reception, Basic and Higher, with Sports and Movie add-ons) are invented for training. They work the way real pay-TV products do, so the skills carry over to any pay-TV or subscription call centre, but they are not sold by Certificates-of-Knowledge.COM or by any pay-TV operator, and Certificates-of-Knowledge.COM is not connected with any pay-TV operator.

A smartphone, tablet or computer with a modern web browser, a data or Wi-Fi connection, and a WhatsApp number. Headphones help with the call recordings. A computer or tablet is easiest for longer sessions, but the Platform is built to work on mid-range Android phones.

Trainees, Admins and staff sign in through the Staff Portal. Pay-TV customers use the Customer Portal. If a login page asks you for an email address when you expected a username, you are on the wrong portal.

Open the Training tab and choose Apply for Access. Read the fees section first, then fill in your full name, phone, WhatsApp number and email address, and optionally your organisation and professional body. Tick to accept the Terms of Use and submit. You will see a reference code straight away — keep it safe. Step-by-step instructions are on the How Registration Works page.

It identifies your application (for example TR4F9A2B). Use it on the Check My Application tab to see your status, apply a discount code, send payment references and download receipts. Quote it whenever you contact us.

Applications are normally reviewed within 1 working day. You will get a WhatsApp message when a decision is made, and you can check the status page at any time using your reference code or email address.

Each email address can be used for one application. If you have already applied, use Check My Application instead of applying again.

The status page will show "Not Approved", with advice where possible. If the issue was only your membership discount, you can usually still continue at the standard fee. Contact us on WhatsApp if you would like the decision explained.

Contact us on WhatsApp or through the Contact Us form with your reference code and the correct details. Do not submit a second application.

You must be 18 or older, or have a parent or guardian's consent to apply.

The application fee is currently K150.00, paid before you submit your application. The registration (training) fee is K500.00, or K375.00 for verified members of recognised professional bodies. It is paid only after your application is approved. Other optional services — extra session time, career services, printed certificates and the Become an Admin upgrade — are priced separately and shown on their pages.

No. The application fee is non-refundable, whatever the outcome of your application. It is separate from the registration fee.

Only after you are approved. Your status page then shows the exact amount (including any discount) and where to pay. Pay, then enter your payment reference on the status page and tap Send for verification.

By MTN Mobile Money, Airtel Money or Zamtel Kwacha to the numbers shown on your status or payment page, or by bank transfer where bank details are given. Only pay to the numbers shown on the Platform — we will never ask you to pay a personal number given by someone else.

The transaction ID in your mobile money or bank confirmation message. If you cannot find it, enter the phone number you paid from. We use it to match your payment.

Our team checks every payment by hand. Until then it shows as pending. Once confirmed you get a receipt, and for the registration fee your login details are sent to you on WhatsApp. You can also tap "Communicate payment on WhatsApp" to let us know you have paid.

The status page shows the reason — usually a reference we could not match. Check your confirmation message and send the corrected reference from the same page. If the money left your account, contact us on WhatsApp with a screenshot of the confirmation.

Applicants can download them from the status page. Trainees can download every receipt — registration, application fee, session time, career services and certificates — under Receipts & Payments. Each receipt has its own receipt number.

Yes. They pay to the same numbers and send you (or us) the payment reference. Organisations sponsoring several trainees can arrange this with us through the Partner With Us page.

Yes, fees may be updated from time to time. The fee that applies is the one shown when you pay; a change never affects a payment already confirmed.

Any charges from your mobile money provider or bank are paid by you.

Application fees are non-refundable. Registration fees and session time are non-refundable once your login has been issued or the time has been added. Career services, printed certificates and the Become an Admin fee are non-refundable once the work has started or the item has been printed. Full details are in section 7 of the Terms of Use.

Contact us with both payment references. Once we confirm the duplicate or overpayment we refund it, less any transfer charges, to the number or account it came from — normally within 14 working days.

If we cancel a service and cannot provide it, the payment for that service is refunded.

Yes. Select your professional body and enter your membership number when you apply. Once your membership is verified, the member rate — currently 25% off, making the registration fee K375.00 — applies.

You can still continue at the standard fee of K500.00. Contact us if you think your membership was not recognised by mistake.

Enter the code when you apply, or later on the Check My Application tab. The discount is taken off your registration fee when you are approved. Some codes are limited to certain dates, a number of uses, a group or one email address.

No. Only one reduction applies: a valid discount code takes the place of the member rate.

From time to time we run tuition-fee promotions with partner programmes, such as the Zambia Institute of Marketing qualifications shown in the Marketing Hub. Trainees apply to be considered; selected applicants receive a voucher code. Places may be limited and some applicants may be waitlisted.

No. Codes, vouchers and discounts are personal, cannot be passed on and have no cash value.

Your session length is set when your account is created — normally 4 hours. The time remaining is shown in the sidebar in days, hours and minutes. When it reaches zero you are logged out automatically.

The countdown starts once your access begins, so plan to have enough time and a stable connection before you log in.

No. Everything you saved before the countdown reached zero is kept. You can continue once you have more time.

Open Buy More Time in your portal and choose a package — 1 hour (K50.00), 2 hours (K90.00) or 4 hours (K160.00). Pay to the numbers shown and send the payment details on WhatsApp using the reference on that page. The time is added once the payment is confirmed.

For security you may be logged out after a period of inactivity. Log in again to continue — your time and saved work are kept. Access also ends if your account's expiry date has passed.

Raise a ticket or tell your mentor straight away, with the time and what happened. If the fault was on our side we may restore reasonable time. Time lost through your own connection, device, power or inactivity is not restored.

No. Session time belongs to your account and cannot be transferred or exchanged for cash.

You listen to a recorded customer call and then carry out what the customer needs in the billing system — for example creating a customer, adding a decoder, subscribing or upgrading a package, handling a payment or disconnection. Each task has steps, a timer and automatic checking.

The system checks the actions you completed and records your result automatically. Admins and your mentor can see your results and may review them.

You can try again. You get a hint after a failed attempt, and your mentor can help if you are stuck. Admins may also give you practice rounds — the same kind of task with a different customer — so you can build confidence.

Your own private copy of the billing system, with its own customers and data, so nothing you do affects anyone else. Admins can reset it when a new task or practice round needs a fresh start.

Raise a support ticket from your portal, message your mentor from My Mentor, or use Contact Trainer. Include the task name and what you were trying to do.

Yes. The All Tasks page lists every task assigned to you with its status, so you can see what is complete and what is left.

Your Certificate of Completion is issued automatically the moment every task assigned to you is complete. Find it under My Certificate.

The digital certificate is free. Download the PDF as often as you like, print it yourself or attach it to job applications.

Yes, where printed copies are offered. The printing and handling fee is K150.00. Order it from My Certificate: pay, send your payment reference and choose courier delivery or collection. Courier charges are not included — you pay the courier directly.

Every certificate has a unique code. Anyone can enter it on the Verify a Certificate page — no sign-in needed — to see the holder's name, the number of tasks completed and the date issued. You can copy a direct verification link from My Certificate.

It confirms that you completed the practical training programme on Certificates-of-Knowledge.COM. Unless stated otherwise, it is not an academic or professional qualification and does not guarantee employment — but it gives employers verifiable proof of hands-on experience.

Yes. We may suspend a certificate while we look into a concern, or cancel one that was obtained dishonestly, through a shared account or issued by mistake. You will be told the reason. While a certificate is suspended or cancelled you cannot download it or order a printed copy, and the verification page shows it as not valid. A suspended certificate may be reinstated once the matter is resolved.

An experienced Admin who follows your progress, answers your tickets and helps when you get stuck. Open My Mentor to message yours on WhatsApp or raise a ticket.

If you do not have one yet, go to My Mentor and tap Request a mentor. You can name a preferred mentor or leave it open. You will see your mentor on that page once you are paired.

When applications are open, use Become an Admin in your portal. You write a short motivation and pay the upgrade fee (K250.00). Our team reviews each application; if approved, your account is upgraded to Admin.

Trainees who have a mentor and have finished every task may receive a discount (currently 25%) on the fee. It is shown automatically on the Become an Admin page when you qualify.

You will see the reason where one is given, and you may apply again later.

A certificate of recognition for mentors once a set number of their mentees have earned the Certificate of Completion.

CV writing, cover letters and one-on-one interview coaching, to help you turn your training into job applications.

For trainees: CV writing K100.00, cover letter K50.00 and interview coaching K150.00. The public (no account) prices are shown on the Career Services page.

Trainees use the My CV page in their portal. Members of the public can use the Career Services page without an account. Select the service, pay, enter your payment reference and submit. We confirm the payment, send your receipt and contact you on WhatsApp to begin.

No service can guarantee a job, but we aim to give you professional, well-structured documents and practical interview preparation. Please check the final documents before you use them.

Organisations can send staff for training, sponsor trainees, run promotions through the Platform, receive performance reports, or take a white-label version under their own brand. Use the Partner With Us tab to get in touch.

Yes. Sponsors can fund places for trainees and, where agreed, appear on the Platform and on certificates for sponsored programmes. Sponsors may receive progress and completion information for the trainees they support.

Yes — white-label arrangements are available. Contact us through Partner With Us and we will discuss your needs; any arrangement is set out in a separate written agreement.

Ask the candidate for their certificate code and enter it on the Verify a Certificate page. No account is needed.

Yes. We work with professional bodies such as the Zambia Institute of Marketing (ZIM). Their members can receive the member rate, and partner programmes may appear in the Marketing Hub.

View your active subscriptions, top up your wallet, request transfers to other accounts and see your full transaction history.

Choose the top-up option in the Customer Portal and follow the instructions for mobile money. The amount is added once the payment is confirmed.

Transfers are checked and approved by staff before they are completed. You will see the status change once it has been processed.

Make sure you are on the Customer Portal (not the Staff Portal) and use the Contact Us form or WhatsApp for help. Never share your password with anyone — our staff will never ask for it.

Once your registration fee is confirmed, your trainee account is created and a WhatsApp message gives you your username, a temporary password and the login link.

Yes — change the temporary password as soon as you first log in and keep it private. Then set a security question in My Profile, so that you can reset your password yourself if you ever forget it.

Tap "Forgot my password?" on the Staff Portal sign-in page. Enter your username, answer the security question you set in My Profile, and choose a new password. If you have not set a security question, contact your mentor or message the office on WhatsApp with your username or reference code — we will confirm your identity before resetting it.

Only if the option is switched on for trainees in your profile settings. Otherwise ask the office.

No. Accounts are personal. Sharing an account, or letting someone else complete your tasks, can lead to suspension and cancellation of your results and certificate.

The details you give us (such as name, phone, WhatsApp, email, organisation, professional body and membership number, payment references and delivery details) and records of your training — tasks, scores, tickets, session activity and certificates.

Our team; your mentor and the Admins who supervise you; and, where relevant, the partner, employer or professional body that sponsored or referred you. Anyone with your certificate code can see your name, tasks completed and issue date on the verification page. We never sell your information.

Yes — WhatsApp is our main channel for applications, payments, receipts, login details and support, with email where it is switched on. You can ask us at any time to stop promotional messages.

Yes. Under the Data Protection Act No. 3 of 2021 you can ask to access, correct or delete your information through the Contact Us page. Records of issued certificates are kept so they can still be verified.

For your protection we do not publish private numbers. Use the Contact Us form, the WhatsApp buttons on your status and payment pages, a support ticket, or your mentor.

Check your data or Wi-Fi connection and refresh the page. The Platform is designed to work on slower connections, but a stable connection is best during timed tasks. If the problem continues, raise a ticket or contact us.

Any up-to-date browser — Chrome, Edge, Firefox or Safari — on a phone, tablet or computer.

Use the Contact Us tab — we reply on WhatsApp or by email. Trainees can also raise a support ticket or message their mentor. Please include your reference code or username.

The Terms of Use set out the full rules for using the Platform, including fees, refunds, certificates and how we handle your information.