Help articles

Fix it yourself — the things that go wrong most often, and what to try first.

Class starting now? Use the chat inside the session — we watch it during every webinar and can usually sort things out while the class runs. Otherwise contact us and we reply within one business day. You can also check your setup before the day.

Joining your webinar

Getting into the room, and what to do when you cannot.

How do I join my webinar?
Open the link from your confirmation email a few minutes early. Nothing to install.
I am on a phone or a small window
It works, and it earns credit — a couple of things make it easier.
I cannot make my webinar — can I move it?
Yes. Contact us and we will move you, or point you at the on-demand version.

Video & audio

Buffering, silence, and the fixes that usually work.

My video keeps buffering or freezing
The three fixes that solve most buffering, in the order worth trying.
My browser says it cannot play the video
Which browsers work, and what to do on a locked-down work computer.
The video will not start on its own
Your browser is blocking autoplay. Press play — and watch for the check-ins.
I cannot hear anything
Almost always the tab, the volume, or the output device.

Attendance & CPE credit

How credit is earned, and what to do if you think you missed it.

Will I notice the attendance check-ins?
Where they appear, how many to expect, and what to do if notifications are blocked.
I missed some check-ins — do I still get credit?
What the threshold actually is, and how to ask us to look at your session.
How does self-study work?
Start when you like, finish within 365 days, certificate immediately on completion.
Will my state board accept this credit?
We are a NASBA-registered sponsor, and your certificate carries what a board checks.

Certificates

Finding, downloading and correcting them.

Where is my certificate?
When it is issued, where to find it, and what to do if it is wrong.

Account & access

Signing in, your courses, and how long you have.

My sign-in link says it has already been used
Your company's email security probably opened it before you did. Use the six-digit code in the same email instead.
Someone bought a seat for me
Check the email address they used — that is the account your seat is on.
I cannot sign in
Reset your password, or find the account your seat was actually assigned to.

Orders & refunds

Paying, refunds, and buying for other people.

Can I get a refund?
Yes — within 30 days, yourself, provided you have not used the course.
I bought seats for my team — how do I assign them?
Assign each seat from Manage Seats. You can hand a seat on until the class starts.