Customer Support

Frequently asked questions and product troubleshooting advice.

Please choose a topic below for specific questions about our courses.

Where do I log in? I purchased an online course or exam prep product, but don't know where to go now.

You should have received an e-mail message containing a direct link to your login page. You can always access your log in page via this e-mail. 

I'm having trouble logging into the Online Sales Associate course purchased from your online store.

For tech support issues with the

Online Sales Associate Prelicense course please contact support directly at the toll-free number below:

Monday-Friday from 8 am to midnight E.T:

Anytime with responses within 24 hours:


Tech Support for all other online courses

Monday-Friday from 8 am to midnight E.T:

Anytime with responses within 24 hours:


After you placed your order we sent you a confirmation message with instructions on how to access your course. If this message said that there was a problem registering your for your online course, it will be corrected automatically, but may take up to 24 hours. If you did not receive your instructions, please contact and we will re-send the instructions. Many users of the above online services do not realize that they may have a spam filter that could be filtering out commercial mail sent to them. If you are not sure if you have a spam filter, please contact your e-mail provider for instructions, or look for a "spam" or "bulk" mail folder in your e-mail program. Often you will find order receipts and other legitimate mail in your spam folders. This is beyond our control and we recommend voicing your concerns to your e-mail provider.

When will I receive my course completion certificate?

Completion certificates are mailed to you on the business day following your successful completion of the course. If you have completed a continuing education or postlicensing course, we notify the state electronically. It will take the state approximately three days to validate the data and record it in the state database.

I ordered a downloadable product, but I can't download it.

On your order receipt, there is a "download now" at the bottom of the page. You should also have immediately been sent an e-mail containing a very long link to your download. If you did not receive this e-mail, please contact us and if necessary, we will resend your link. If you have already received your download link via e-mail and are having problems getting it to work, please make sure you are following the instructions included with your download link exactly. We generate unique links to our products for each customer which are often very long. Part of the link may have wrapped onto a second line. This is caused by your e-mail reader. When your e-mail wraps the link onto multiple lines and you click on the link within your e-mail, the download may fail. You should copy, then paste the entire link into the address bar at the top of your browser window.

Notice that the link ends with a question mark followed by "id=" and then a group of random letters and number. If any of the characters are missing from the end of this id code, your download will not work.

All downloads links are valid for a period of 3 days from the time of purchase. Once you have completed your download, you should make a backup copy of your installer in the event that you need to reinstall your product after a hard-drive failure or other unforeseen circumstance. If you need your download link reactivated after the initial period expires, you should send us a copy of the original link or provide your order number to verify that you are eligible. We can look this information up if you provide your full name, but it is usually faster if you provide your order number.



I'm getting errors while trying to place an online order.

Our site is optimized for Explorer 9 and higher, Mozilla Firefox, Google Chrome and Apple Safari. If you are running an older browser version such as Internet Explorer 7 or 8, you might experience difficulties using all the features of our store, our exam prep, or online courses. If you are an Internet Explorer user, you are strongly encouraged to update to at least version 9. If you're still using Windows XP and cannot update to IE9, please consider using Google Chrome or Firefox instead of IE8. Occasionally users report receiving a "page not found" 404 error when submitting credit card numbers. If this happens, simply hit the "back" button on your browser and try resubmitting the credit card numbers again. This is not a security issue as all data is encrypted during transmission. If you submitted your order, but did not get a confirmation e-mail, Just e-mail or call us at (800)999-9319 with the details of your order and we will do our best to correct the problem quickly. Do NOT e-mail us your credit card information as e-mail is a very insecure method of communication. If we need to verify your credit information, we will contact you via telephone. We also do our best to spot any duplicate orders and will usually automatically void duplicate orders before they are processed, or if we're not sure, we'll call or e-mail you to confirm your intention. Occasionally we don't notice a duplicate order until after payment has been processed and in this case we will credit your card directly. Just let us know how to reach you.

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Problems updating my software.

We have built an online update system into the new version of our downloadable and CD-ROM products. Generally we allow 90 days of free updates. After this time, you may need to purchase an extension to update your product to the latest version. You will be notified of this when you check for updates once your free update period has elapsed. To reactivate an expired serial number, please visit our online store and enter your serial number into the serial number update box on the left side of the screen and then proceed to the checkout page. Most of our product subscriptions can be extended in 3 month increments for $10. 

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My software updates have been disabled.

We have implemented a serial number authentication system to discourage users from making illegal copies of our software. Users who install the program on more than one computer using the same serial number will have their update functionality disabled. We allow for installation on one computer for your personal use. If the same serial number is used on more than one computer, it will likely be disabled and you will lose the ability to receive future updates until you purchase a new serial number.You should never give your serial number to anyone else unless you are prepared to forfeit your right to any and all future upgrades. We reserve the right to refuse updates to anyone we feel is trying to abuse or reverse engineer our copy protection method. To determine this, we keep track of how many times each serial number is installed on a different machine, as well as the number of updates the user has received. We also know which serial numbers have been released to the public and which ones have not. All serial numbers can be traced back to their original purchaser. It is illegal to make copies or redistribute our software. If you are having problems with a serial number or feel we have wrongly disabled your software updates, please contact us during normal business hours and we will correct the problem.

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