Frequently Asked Questions

What payment methods do you accept?
Our payments are processed through PayPal. Visa, Mastercard, Discover and American Express are accepted.

I am having trouble submitting my payment on PayPal.
You do not need to have a PayPal account to submit a payment. PayPal allows you to either pay with a PayPal account, or as a guest with credit or debit card.

If you have a PayPal account and are experiencing problems submitting your payment, choose the option to pay as a guest and enter a different credit card number. That should allow your payment to be accepted. PayPal account issues are typically caused by the following:

If the credit card being used is attached to your PayPal account, or the PayPal account is associated with another authorized user (e.g., a spouse), the attempt will be unsuccessful.
If the credit card you are using is in its month of expiration, it will likely also be denied.
If none of the above applies to your situation, you will need to contact PayPal directly to determine the issue with your payment process. There may be an issue with your account that you are unaware of.

I cannot log into my account.
This usually happens when you have either entered an incorrect email address or an incorrect password. Check the spelling of your email address and password. Make sure that you are logging in using the same email address you used during registration.

If you’re unsure which email account you used for your purchase, check your inbox. After a successful purchase, you will have received an order confirmation email. You must use this same email address to log into your account and access your purchased materials.
If you did not receive an email confirmation after your purchase, check your spam folder. If your confirmation email is not in your inbox or spam folder, it is possible that you may have misspelled your email address or used a different email when creating your account. Contact us and we will verify the email address used during the creation of your account.
In the case of a misspelled email address: you must log into your account using the misspelled email address. After logging in, you can correct the email address in the “Edit Account Credentials” section of your account.

How do I reset my password?
Click the "Forgot your password?" link. In the window that opens, enter the email address you used when creating your account. If entered correctly, you will get an email almost immediately with a link to reset your password.

If you do not receive the email with the reset link, the email may be going to your spam or trash folder if your system thinks it might be spam. Most of the time this is based on users settings, but sometimes it is based on your ISPs settings.
If you do not receive an email with the reset link, you may not be entering the email address you used when creating your account. If you have more than one email address that you typically use, you may have created your account using an alternative email. Try submitting a password reset request using the other email address you may have used.
When resetting your password, it must comply with the following rules: Password must be at least 8 characters in length (maximum length is 20 characters) and have at least one uppercase letter, one number and one of the following special characters: @$!%&*? When the password selection complies with these rules, you will get a notification that the password has changed. Click the link and log in with your new password.

How do I access my training materials after I've purchased them?
Please refer to our Instructions for Use of Training Modules/Materials

How do I view the practice training materials attached to my training module?
All of the content, other than the presenter items, are simple PDF documents. All you need to open PDFs is a PDF reader such as Adobe Acrobat Reader, which is available for free download at Adobe.com.

If you have Adobe Acrobat Reader and are still having a problem, try a hard reboot. Shut down your device and then power it back up.
iPad or iPhone users: We've found that for people using iPads or iPhones, there is a default setting on the device that places you in “preview mode” when you view embedded PDF documents. The “preview mode” only allows you to see the first page. To view the entire document, try a hard press of your finger on the document. (You might have to press for several seconds.) This causes a change, and if you keep pressing you should be shown a scrollable version of the entire document.
If you do not already have an app on your device that will open PDF documents, such as the Adobe Reader app -- you may need to install one. When this "preview mode" occurs, the PDFs need to be opened in that app.
Other tips for iPad/iPhone users:
- If you press and hold the link in Safari and select “open in new tab” it will let you read the full PDF document. It will also give you an option at the top of the page to "open with" where you can select the app you prefer to use to view the PDF document.
- Try holding down the “Ctrl” button, clicking on the first page of the PDF that you're viewing in Safari and choosing one of the Continuous options. This will let you view the entire PDF file, rather than just the first page.
- You may need to empty your cache. Do this by going to Settings> Cache> Clear All Cache Files

I cannot get my presentation to play. What should I do?

Shut down your computer and then power it back up.
Try another browser (i.e. use Google Chrome instead of Internet Explorer). This usually solves most issues.
Try reloading the page - Hold the Ctrl key, and press F5.
Delete your history and cookies to empty your browser cache. The keyboard shortcut to clear the cache for Mozilla Firefox, Google Chrome, or Internet Explorer is the same. The keyboard shortcut is shift+Ctrl+delete (press all three keys at the same time). On entering the shortcut keys, a page or pop-up window will appear. Choose the options to delete the cache, cookies, and/or browser history.
If none of these options works, try to access the presentation on a different computer or device than the one you have tried (laptop etc).

I began watching a streaming presentation, but did not finish. How can I pick up where I stopped?
If you are not able to finish viewing the entire module, log back into your account when you’re ready to continue and open the module. The player will give you the option to resume where you left off. You may also go back to review slides you have already viewed.

When viewing the presentation, it is not streaming properly. What should I do?
Our presentations are designed to display and play on all devices and all browsers. In some instances, your individual settings may have an effect on playback. If you have a playback issue, try using a different browser. You will find that this resolves most issues. If you are using a device that is connected to a group network, issues may be related to the restrictions set by your network administrator.

A few items you can consider and try in case the playback issue involves your device, connection (hard or wifi), or settings are as follows:

Even decent bandwidth in the home/work setting is cut significantly by the number of users, distance from the source (wifi), original speed (mbps), hz, and its status (it may be intermittent and unless streaming you do not know it). So, for example, if the user is a firefighter at a fire station and 9 cell phones 6 laptops and 4 tablets are all connected to the network at the same time, and the user is further from the router than some of them, the connection will not play presentations well. The same thing is true on home networks. In your home, if you have 4 laptops, 4 cell phones and a tablet all connected to Wi-Fi (even even if they aren't streaming video) they are using some of the connection and affect streaming. Also, for example, if your router/service is intermittent for some reason (your service having issues or router actually not functioning properly), you will have choppy playback at best.
It is important to note the function of these presentations. They are not single file videos. Each contains hundreds of files and is directed in line to appear to stream. 10% of the presentation is loaded before it will even begin to play, and the rest of the presentation is fed in while it is playing. If the connection is too slow, you will run out of content and then more will have to load, resulting in the starting and stopping of the presentation. Since it is mostly words on the screen, it may just seem to be the audio, but it is not. It is just playing too fast for your connection to keep up.
When watching on a portable device with a data connection, such as cell phone or tablet not connected to a Wi-Fi source, it gets a little more complicated. You could be in a semi-void of signal strength, and the device could be stuck on 3g mode. 3g is terrible for video. Some device settings do not automatically default to 4g (LTE) when not on your home cell. So there are many things that can affect the playback.
Try to look at your equipment and source. Reboot it all, including the modem and router. If there is a battery backup in the modem or router, that needs to be pulled too. Have everything depowered for two minutes. Bring it all back up and try it again, making sure you are not sharing your connection, especially to the extent of affecting playback. In your tablet settings (not if you are using Wi-Fi), go to "cellular data," touch "cellular data options," and be sure LTE is enabled for data at least.
Other things to try: In general, be sure to reboot, try different browsers, and try different devices. If you had trouble on a tablet, try a laptop or desktop.