Help Desk

If you have a problem or question not answered in this section, please see the help desk form below.

  • Registration and Login
    • I forgot my password.
      • Click here to answer your security question and reset your password.
    • I can't login.
      • If you have verified your account by clicking on the link in your verification email, and you are still unable to login, please contact the help desk.
    • I didn't get my verification email.
      • Click here to receive a new verification email.
    • My verification email doesn't work.
      • Click here to receive a new verification email.
      • If the link is still not working, contact the help desk.
  • Training
    • Am I eligible for the training?
      • Anyone who has served at least 180 days of active duty military service with the United States Armed Forces is eligible for the training. (Or if you were medically discharged prior to 180 days and are eligible for a Veterans Administration service-connected disability stipend.)
    • How do I start the training?
      • There are three steps to starting the training:
        1. Register with Vets Prevail
        2. Complete the myPrevail profile builder
        3. Start or Schedule your first session.
          Note: The first session can only be performed during service hours so that we have the opportunity to introduce you to the training.
    • How long does one training session take?
      • The online lesson usually takes between 30 and 40 minutes. There are also on-line chats before and after the lesson during which you can chat for as long or as little as you like.
        Note: The chat before Session 1 is required to introduce the site.
    • The training lesson froze up. What should I do?
      • Please contact the help desk. Refreshing or pressing the Back button will cause the lesson to start over.
    • How do I rewind or go back during a training lesson?
      • Unfortunately, this is not possible at this time, but it is something we are working on.
    • Why can't I start the next session?
      • It may be one of a couple of reasons:
        1. Keeping a consistent schedule and completing the scheduled activities are vital aspects of the overall program, there for we allow a minimum of five days between sessions.
        2. Also check to ensure there are no activities that you need to report on.
    • What should I do if I miss my scheduled session time?
      • You can login any time after your scheduled time to complete the session.
        However, mentors and trainers are only available for i.m. chats during our service hours.
    • How long can I wait between sessions?
      • You can wait up to six (6) months to start the next session.
  • Mentors and Customer Support
    • Can I I.M. chat with a Mentor without starting a Session?
      • Absolutely. Mentors are available during service hours for I.M. chats. Just click on the Mentor profile badge at Training Headquarters.
    • I can't connect with a Mentor or Customer Support in a chat.
      • You may be trying to connect outside of service hours.
      • If you are receiving an error message, please contact the help desk.
  • Activator
    • Can I change the activities I've already committed to?
      • Commitment is an important part of the Vets Prevail experience and learning to take control of your mood. You can always schedule more activities but once scheduled, we want to give you as much opportunity as possible to follow through. If youﾒre unable to complete the activity, just mark it incomplete. No big deal.
    • Can I come back during the week and schedule more activities?
      • Absolutely. Schedule as many as you can complete.
    • Can I add other activities not on the list?
      • Unfortunately, not yet at this point, but eventually that will be available.
    • The activator won't let me schedule new activities.
      • Check to make sure you do not have any unreported activities.
        If you still cannot schedule new activities, contact the help desk.
    • How many activities can I choose?
      • Two activities are required for each lesson, but you can schedule as many as you'd like after that.
  • Personal
    • How do I know my information is kept confidential?
    • How do I update my personal profile?
      • Go to Profile from Training Headquarters.
    • Can I become a Vets Prevail Mentor?
      • Yes! Any veteran that completes the entire Vets Prevail program can be considered for a place among the Vets Prevail Mentors. After completing the training, if you are interested in becoming a Mentor, email your resume to team@vetsprevail.com with "Mentor Application" in the subject line.
    • Can I choose to not receive text messages?
      • Unfortunately no, we do not yet have the ability to turn off or text message reminders for particular individuals.

Help Desk Form

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