PulseCert Support
Help for the PulseCert Staff app (iPhone and Android) and the PulseCert web platform at pulsecert.app.
Contact us
- Email: support@pulsestartnow.com
- Phone: (786) 292-8277, Monday to Friday, during business hours (Eastern Time)
We usually reply within one business day. To help us help you, include your name, your training center, the device you are using (iPhone or Android) and a screenshot if something looks wrong. Please do not email student details such as phone numbers or exam answers unless we ask for them.
Students: for questions about a class, a booking, a refund or your class records, please contact the training center you booked with. They manage your class and records.
Your card: PulseCert and PulseStart CPR don't certify anyone or issue cards. Your card comes from the American Heart Association (AHA), ASHI or the American Red Cross. That organization emails it to you, and you claim it from that email (check your spam folder). You can look up an AHA eCard with the AHA eCard lookup.
Frequently asked questions
Who can use the PulseCert Staff app?
Only staff at training centers that use PulseCert: owners, admins, instructors, front desk and sales. There is no sign-up in the app. Your training center creates your account in the PulseCert dashboard and gives you your sign-in email. Students book classes on the center's website, not in the app.
I can't sign in. What should I do?
- Use the same email and password you use for PulseCert on the web.
- Forgot your password, or told to use a login link? Tap "Email me a login link" on the sign-in screen (see below).
- Too many wrong attempts lock sign-in for that email for about 15 minutes. Wait, then try again or use a login link.
- If the app says your account is a student account, you need a staff account. Ask your center's owner or admin to add you as staff.
- If the app says your account was deactivated or your center is suspended, contact your center's owner or admin.
- Sessions last 12 hours. After that, the app signs you out and you sign in again. This protects student information if a phone is lost.
- Still stuck? Email us with the email address you sign in with. Never send us your password.
How does the emailed login link work?
On the sign-in screen, enter your email and tap "Email me a login link." We email a link to that address. Open it (it opens PulseCert in your web browser), set a new password, then sign in to the app with your email and that password. The link works once and expires after 60 minutes. If you don't see the email, check your spam or junk folder, and make sure you typed the email your center has on file.
I work at more than one center. How do I switch?
Sign in once with your email. The Home screen lists your staff profiles at other centers. Tap a center to switch to it. Each center only sees its own classes and students.
How do I check a student in?
Open Classes, tap the class, and tap Check in next to the student's name. Check-in is available for students with a confirmed or pending registration. If the app says "Already checked in," that student is already marked present. The current app checks students in with this button; it does not use your camera.
Who can record skills, send exams or complete a class?
The center's owner or admin, and the instructor assigned to that class. Other staff can view the class, check students in and add walk-ins. For skills, tap Skills next to the student and mark them Pass or Needs remediation using the checklist for the course (for example, AHA or Red Cross). Cards come from the AHA, ASHI or the American Red Cross through their own systems, not from PulseCert or the app.
How do I send the online exam?
Open the class and tap Send exam, choose the exam and confirm. The app sends an exam link by email to students on the roster. It then shows how many were sent and lists anyone it could not reach, so you can fix their email address.
How do I add a walk-in student?
Open the class and tap + Add student. Enter their name and email. Phone is optional; tick the texts box only if they agreed to class text messages. If the class is full, the app offers to add them to the waitlist and shows their place in line.
A student wants a copy of their information, or wants it deleted
Students should contact their training center, which controls their records. Center admins can email us for help with access, correction or deletion requests. Training and card records are kept for 3 years because certifying organizations require them, then anonymized. See our Privacy Policy.
How do I stop text messages?
Students can reply STOP to any PulseCert text message to stop texts from that center, or HELP for help.
Delete your account
Staff can ask to delete their PulseCert account at any time:
- Sign in on the web, open your account settings and choose Delete my account; or
- Email support@pulsestartnow.com from the email you sign in with, subject "Delete my PulseCert account", and include your training center's name; or
- Ask your center's owner or admin, who can deactivate your account immediately.
We delete your account within 14 days of your request and confirm by email. A center can refuse a request only if it can't verify that the request came from you. Your sign-in details and staff profile are deleted. Training records you created for students (check-ins, skills sign-offs, exams sent and completed classes) are kept by the training center for 3 years because certifying organizations require them, then anonymized. Full details: Delete your PulseCert account.