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Customer Support Options

For our current customers in need of technical support:

Send an email to support@pineappleacademy.com or call 816-775-0600, and choose Option 1.
Please include as many details as possible about the issue and your contact information so that we may better assist you.

Hours of Operation: Monday to Friday, 8:00 am to 5:00 pm CST
             *Please note, if you contact us outside of normal business hours or on a holiday, there may be a delay in our response.

Frequently Asked Questions

What industry segments are currently serviced by Pineapple Academy?

Our focus is on providing training solutions for foodservice and hospitality operators in all segments.

How often is content added/updated?

We add new training content on a quarterly basis and make updates to existing content as needed.

Do you offer Continuing Education hours for your training?

Continuing Education (CE) hours are currently offered for Certified Dietary Managers. Upon completion of each eligible Pineapple Academy training series, you will receive a certificate with the information needed to self-report. This certificate may be downloaded from the My Activity section.

Do you offer Food Handler/Food Protection Manager certification?

Yes! We partner with Always Food Safe to provide ANSI accredited training for Food Handler, Food Protection Manager, and Allergen Awareness Certification. All training is provided in our learning management system, PIÑA, via vouchers purchased separately from your subscription. Following completion of the training courses, exam links are provided for the exam hosted in the Always Food Safe website.

Do you provide a proctor for the Always Food Safe Food Protection Manager certification?

Pineapple Academy does not provide this service, but to become an internal proctor, you must complete the application through Always Food Safe. You will be contacted by a representative from AFS who will take you through their process to become a certified proctor. There is no charge for this service.

Does Pineapple Academy work with my current learning management system?

Yes! Pineapple Academy training can be streamed to outside learning management systems that accept SCORM 1.2 files.

Are there any reporting features?

Yes! Reporting features include completion records for each course taken by a student, a leaderboard to show which students earned the most points by participating in training, and an area to see deadlines assigned to students and their progress.

How does the free trial work?

Try it before you buy it with our 14-day free trial. No credit card is required. You will be given full access to the platform for 14 days, except for CE hours. If you decide to purchase a subscription, your completions will remain saved, and you will earn your CE hours following payment. During the trial, you will have the ability to view the courses, training formats, features, and functions to see why Pineapple Academy is the training solution you’ve been looking for. You will receive helpful information along the way and be notified by email when your trial is about to end.

What happens at the end of the free trial?

At the end of your free trial, if you choose to purchase a subscription, your access will continue. If you choose not to purchase, your account will become inactive, and you will no longer have access to the training.

Can we try Pineapple Academy with multiple users?

Yes, however, each user will need to set up their own 14-day free trial account. Click the green button at the top of the page to get started.

What forms of payment do you accept?

We accept checks, ACH, and all major credit cards: MasterCard, Visa, American Express, Discover.

What payment frequencies are available?

We offer annual, quarterly, or monthly payment frequencies.

How do I purchase additional licenses after my initial subscription date?

Additional licenses may be purchased at any time. The purchase will be prorated initially to match the payment frequency. Upon renewal, the full amount will be applied.

Will I receive a certificate upon completion of my course work?

Upon completion of a Pineapple Academy training series, you will receive a digital badge of completion with the series title on it which may be downloaded and shared with friends and family.

What type of support can I expect with my Pineapple Academy subscription?

Within our learning management system, PIÑA, you will see a happy pineapple in the bottom right-hand corner of each tab. You may click it to see frequently asked questions or enter your own support question. Typical response time can be expected within 2 to 4 hours Monday-Friday from 8am CST to 5pm CST. Times outside of that may experience a delayed response. 

Does Pineapple Academy provide support to customers using an outside LMS?

If you are using an outside learning management system instead of PIÑA, please send an email with as much information regarding the issue and any screenshots you can capture to support@pineappleacademy.com. Typical response time can be expected within 2 to 4 hours Monday-Friday from 8am CST to 5pm CST. Times outside of that may experience a delayed response. 

If I access Pineapple Academy through OpenSesame or HealthStream, who do I contact for support with my Pineapple Academy content?

If you have any issues or questions about your learning management system, we recommend you contact them directly. However, if you have any questions or issues regarding Pineapple Academy training content, please send an email to support@pineappleacademy.com.

What does the renewal process look like?

All subscriptions are set to auto-renew at the set payment frequency you selected during your initial purchase, either annually, quarterly, or monthly.

How do I cancel my subscription?

During the account set-up process, you will be given the ability to login and manage your subscription. Please note, subscriptions are non-refundable. See the subscription agreement for more details. If you wish to cancel, please contact your Account Manager or sales@pineappleacademy.com to give your written notice. You will have access to the training until the end of your subscription cycle.


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