Help & support
We're here to help you pass the RE5.
Most questions are answered below. If you don't see your answer, email the team and you'll hear back within one business day.
Email support
support@faislabs.co.za · responses within one business day (Mon–Fri, 09 h00–17 h00 SAST).
Top questions
I can't log in — what should I do?
Confirm the email you registered with, then use the password reset flow. If the reset email doesn't arrive within 5 minutes, check your spam folder, then email support with your account email and we'll re-issue a one-time link.
My session ended unexpectedly mid-exam.
Your answers and timer are persisted as you go — return to /exam and you'll resume exactly where you left off. If you opened the same account on a second device, the older session is gracefully bumped for security. Just sign back in.
I paid but my access hasn't unlocked.
Our webhook ledger normally activates within 60 seconds of PayFast confirming the charge. If 5 minutes have passed, email support with the m_payment_id reference shown on your confirmation toast and we'll investigate immediately.
I found a wrong answer or a typo in a question.
Every question screen has a "Report issue with this question" link. The content team triages reports daily — corrections roll out to the live bank within 48 hours.
How do I cancel or delete my account?
Open Profile Settings → Privacy & data (POPIA) and click Delete account permanently. This wipes your account record and exam history irreversibly.
Operational status
All systems operational
Question bank, webhook ledger, and database are all healthy. We publish incident postmortems within 72 hours of any service degradation.