Frequently Asked Questions (FAQs)

Having difficulty with the website and working with a Customer Service Representative to fix the problem?

Use our Browser Tool to send your Customer Service Representative your computer information securely and efficiently. 

Jump to Category:


Accounts / Registration FAQs

Jump to Question:


Q: How do I create an account or get into my existing account?

A: At the top right hand corner of the screen, there is a ‘login’ link and a ‘register’ link.  If you are a new customer, click ‘register’.  If you are a returning customer, click ‘login’. 

Choose Another Question


Q: How do I use the ‘register’ screen?

A: Fill in the form (the required fields are marked with an asterisk) and click ‘submit’.  This process will register you in the site and automatically log you into your account. 

Choose Another Question


Q: How come when I click ‘register’ nothing happens?

A: We have multiple eLearning sites, and we keep your username and password synced across all of them.  If you already exist as a user in one of our sites and wish to register in another, you must use the same password as you already have in the other site.  Once registered, if you change your password in one, it syncs for you across the other sites as well, so you only have to remember one password for all.  Our sites that are synced are Western Schools, GSC Home Study, and CE-Express Home Study. 

Choose Another Question


Q: How do I use the ‘login’ screen?

A: Fill in your email address and password and click ‘submit’.  If you are a returning customer and this is the first time you log in since the new site was created, your password has been reset (case sensitive!).  Once you log in, you will be prompted to choose a new secure password for yourself. 

Choose Another Question


Q: What if I forget my password?

A: If you forget your password, click ‘login’ at the top of the screen.    This will bring you to the login screen.   At the bottom of the screen you will be a ‘Retrieve Password’ link.  Click this link and enter your email address to have your password retrieved and emailed to you.  Note that if you have recently changed email addresses, you will need to enter the email address that you were registered with if you wish to receive the password reminder. 

Choose Another Question


Q: How do I change my password?

A: When you first register, you have the option to choose your own password.  If you are an existing customer, you will be given a default password to use in the new site.  Going forward, whenever you wish to change your password, you must be logged in.  On the ‘My Account’ page you will see a link for ‘My Profile’ as well as other helpful links.   Click on ‘My Profile to go to the area where you can change your password and other personal information.  

Choose Another Question


Q: How do I change my name and/or email address?

A: These are critical identifying pieces of information on your account.  Please contact customer service at 800-953-8731 and they can assist you. 

Choose Another Question


Choose Another Category

 

Courses FAQs

Jump to Question:


Q: How do I browse for courses? 

A: There is a 2-step search function on the home page of the site.  You can select your desired discipline and state from the drop-down lists, click ‘find courses’, and you will be routed to a product list page displaying the courses that are appropriate for that discipline and state.  Once on that page, you can further refine your search by also selecting a specialty from the drop-down list. 

Choose Another Question


Q: How do I see more detail on a course?

A: Once you have searched for courses in your discipline and state, and you see the list of appropriate courses on the product list page, you can click on a course title OR you can click on the ‘learn more’ button to see the product detail information.  Once on that page, you will see details as well as the format options. 

Choose Another Question


Q: What different formats are the courses available in?

A: Value Packs are available online or in hard copy format.  

If you opt for the hard copy (whether it is mailed directly to you or you request it through our website), you will receive a course book, answer sheet, and a grading/answer instruction sheet through the mail.  You will read the course book and fill in your responses to the multiple choice exam questions and the course evaluation questions directly onto the answer sheet.  You then mail the answer sheet in for grading.  Upon successful grade, the certificate will be mailed to you.  The book is yours to keep for your reference library.

If you purchase your Value Pack online, you will receive access to the online course, exam and evaluation immediately upon checkout.  You can access this via ‘My Account’ and ‘My Courses’.  See instructions for accessing course content, exam and evaluation.

Choose Another Question


Q: What if I want to leave and come back another time to take my course?

A: Whenever you log in, you will be directed to the ‘My Account’ page where you will see a link for ‘My Courses’ as well as other helpful links. 

Choose Another Question


Q: How do I access my online course content?

A: After checkout, you will be directed to the ‘My Courses’ page where you can see a list of all of your courses.  Click on the blue course folder icon to open the desired course folder and access the course content.   To view the course content, click ‘Take Course’ and a screen will open with the course content.  Some courses are PDF format and require a PDF reader (such as Adobe Reader which is free).  Some courses are HTML and do not require any special software.  You can leave this screen open while you take the exam for an ‘open book test’ experience. 

Choose Another Question


Q: What about courses that I was in the middle of when the new site was introduced?

A:  All of your course history should be displayed in the ‘My Courses’ course list.  If you have made previous purchases under a different username, you can log in with that username to see those courses.  If you were in the middle of an exam when the new site was introduced, you will have to begin that particular exam again at question one.

Choose Another Question


Q: How many times can I read the course?

A: There are no limits on how many times you can read an active course, but once you have completed the course and received your certificate, the completed courses are cleaned from your course list.  Note that if a course is marked as expired by an accreditation group, it becomes unavailable as of the expiration date.

Choose Another Question


Q: If I’m done working for now, how do I get back to the course list?

A: Clicking on ‘my courses’ to the left of your course folder will bring you back to the course list.

Choose Another Question


Q: Why do I only see a table of contents but no actual course content?

A: The older courses are in PDF format, and include the entire course displayed one page after another.  The newer courses are in HTML format, which is a more elegant presentation for the web.  These new courses present the table of contents as hyperlinks, so that the learner can click through to each section as they wish.

Choose Another Question


Q: I can't download my course or, when I do, it comes out as gibberish.  What could be wrong?

A: Some of the courses are PDF and some of the courses are HTML.  For PDF courses, you need to have a PDF reader such as Adobe Acrobat Reader running on your computer. The program is free from Adobe.  If you have Adobe Reader and are still having trouble, you may just have an outdated version of Adobe Reader.  Download a newer version and try again.

Choose Another Question


Choose Another Category

 

Books / E-Books FAQs

Jump to Question:

Choose Another Category

 

Testing / Exams FAQs

Jump to Question:


Q: How do I access my exam?

A: Please see this helpful tutorial for detailed instructions:
    ➜ LMS Turotial

Choose Another Question


Q: Do I have to finish a whole long exam all at once?

A: Please see this helpful tutorial for detailed instructions:
    ➜ LMS Turotial

Choose Another Question


Q: How do I finish my exam?

A: Please see this helpful tutorial for detailed instructions:
    ➜ LMS Turotial

Choose Another Question


Q: What is this pretest I am seeing?

A: Some courses (not all) have a pretest.  This should be taken prior to reading the course materials, to measure your knowledge beforehand.  It is graded for your own information only (to provide a comparison for you with the exam at the end of the course) and does not count towards your final grade. 

Choose Another Question


Q: What is this attestation I am seeing?

A: Some courses (not all) have an attestation instead of an exam.  In order to progress to the course evaluation and ultimately the certificate of completion, the learner must attest to the statement of "I certify that I have read and studied the course material in its entirety" by clicking the radio button by the question. 

Choose Another Question


Q: How many times can I take the exam?

A:  You are allowed three attempts to pass the exam.  Once you have passed the exam, you can move along to the evaluation.  The evaluation will not open until you have passed the exam.  The exam will be locked down after you have passed.

Choose Another Question


Q: Why are the exam questions missing from the course content?

A: The older courses are in PDF format, and include the exam questions.  The newer courses are in HTML format, and do not include the exam questions.

Choose Another Question


Q: What score do I need to get on the exam to pass the course?

A: You must score 75% or higher to successfully pass and receive a certificate of completion. 

Choose Another Question


Q: What happens if I fall below the passing score?

A: You will have two additional attempts to pass the course.

Choose Another Question


Q: Once my hard copy exam is mailed in, how long does it take to receive my certificate?

A: Once we receive your exam answer sheet at Western Schools, we will grade it and, upon successful completion, your certificate will be mailed within 3 business days. Allow 2 weeks from the date that we receive your exam answer sheet to receive your certificate. If you fax your exam answer sheet to us at 1-508-894-0177, you can expect to receive your certificate in the mail in 10 business days. Remember to print out and retain a confirmation of the successful fax transmission.

Choose Another Question


Choose Another Category

 

Course Completions / Evaluations FAQs

Jump to Question:


Q: How many times can I complete the evaluation?

A:  You are allowed three attempts to complete the evaluation.  Once you have completed the evaluation, you can move along to the certificate.  The certificate will not generate until you have completed the evaluation.  The evaluation will be locked down after you have completed it.

Choose Another Question


Q: How do I access my course evaluation?

A: After checkout, you will be directed to the ‘My Courses’ page where you can see a list of all of your courses.  Click on the blue course folder icon to open the desired course folder and access the course evaluation.   To complete the evaluation, click ‘Complete Evaluation’ and a screen will open with the evaluation.  Once you have completed the evaluation, you can move along to the certificate. 

Choose Another Question


Q: Why can’t I open my course evaluation?

A: The system requires you to pass the exam prior to completing the course evaluation.  If you cannot open the evaluation, it means that you have not passed the exam. 

Choose Another Question


Q:  I ordered a 30 contact hour course and my state only requires 15 hours.  Can I answer only half of the questions to get partial credit?

A: We do not give partial credit.  The entire course and all exam questions must be completed to receive a certificate of completion.  If you complete only half of the questions, you will receive a failing grade.

Choose Another Question


Q: How long do I have to complete the course?

A:  Unless otherwise indicated with a specific course expiration date in the course description, your course must be completed within one year from date of purchase.

Choose Another Question


Q: What is required to complete a course?

A: To successfully complete a course, you must read the course, answer the final exam questions, and answer the course evaluation questions.

Choose Another Question


Q: What about courses I have already completed in the past?

A: All of the history for your current username should be displayed in the ‘Print Certificates’ course list.  If you have made previous purchases under a different username, you can log in with that username to see those certificates.  You can print these certificates repeatedly.

Choose Another Question


Choose Another Category

 

Purchases / Sales FAQs

Jump to Question:


Q: How do I make a purchase?

A: Once you have searched for courses in your discipline and state, and you have chosen a course and clicked to the product detail screen, you will choose your format option from the drop-down list (unless the course is only available as an ‘online course’, in which case it will automatically default to this option for you).  You can then click the the ‘add to cart’ button.   You must be logged in to complete checkout. 

Choose Another Question


Q: How do I use a promotion code from a catalog or email?

A: During the checkout process, you will be asked to verify your billing and shipping information.  On that same page, there is an area to enter an offer/catalog/coupon code.  This is where you will enter the promotion code.  Click ‘add’ to actually add the code to your order.  If it is a valid code, you will see it marked as successfully added and you will later see the discount reflected prior to completing checkout.   If it is not a valid code, it will not be added to the order. 

Choose Another Question


Q: How do I get the sale prices that I have seen in a catalog?

A: Catalog pricing is limited to a certain time period on the web, so it’s best to do your shopping as soon as possible after you get your catalog. When you click on a product to view the details, you will see the current price displayed. If you’re shopping from an older catalog, the price may be different. When you add to cart and check out, the current prices of your courses will be displayed in your cart. If the catalog pricing has expired on the web, you can call 800-438-8888 to receive pricing for an extended period of time.

Choose Another Question


Q: Why am I getting an error on my zip code at checkout?

A: The system has a built in zip code validation to ensure that your address is valid.  If you are entering the correct city, state, and zip code, your order should process.  If you live in Canada, be sure to enter your six character postal code with no spaces. 

Choose Another Question


Q: I placed my order using my manager’s credit card – why does my certificate have their name on it instead of my name?

A: During the checkout process, on the page where you enter the billing information, there is a checkbox for ‘Update my profile using the address provided’.  If this box is checked, the billing information will update your profile and that name will be generated on your certificate.  If this box is not checked, your profile will remain as is with your own information. 

Choose Another Question


Q: Where do I go after I complete checkout?

A: When you have completed the checkout process, the screen will display links that will guide you to the ‘My Licenses’ area for your license number maintenance, or to the ‘My Courses’ area for your online course.   In the future, when you log in, you will automatically be directed to the ‘My Account’ page where you will see the links for ‘My Licenses’ and ‘My Courses’ pages. 

Choose Another Question


Q: What does the cost of the course include?

A: The cost of the course includes the course materials (ie: course book, test sheet...), as well as, exam processing and mailing of your certificate.

Choose Another Question


 

Q: When can I expect to receive my course materials once I have placed an ONLINE COURSE order?

A:  You can expect to receive your online course materials immediately after purchase, by navigating to the ‘My Account’ and ‘My Courses’ area.

Choose Another Question


Q:  What is your return policy?

A:  If a course does not meet your expectations, you may return it within 30 days from the date of purchase for a full refund or exchange (less shipping, processing, and rush charges).  All items must be in their original condition:  books must be unmarked, software, audio and video materials must be unopened.  You may not return materials for any course for which you have already received continuing education credit.

Choose Another Question


Choose Another Category

 

Certficates FAQs

Jump to Question:


Q: How do I print my certificate online?

A: Once you have passed the exam and completed the evaluation, you print the certificate.  To access your certificates, click ‘Print Certificates’ on the ‘My Account’ page. A screen will display certificates for all of the courses you have completed.  Click on the ‘certificate’ image to the far right of the course title and a screen will open with the certificate.  You will be prompted to open the file or save to your computer.  The certificate is a PDF file and requires a PDF reader (Adobe Reader is free).  If you do not see the certificate on the list, please refresh the page.  Note that if you have not completed the course evaluation, your certificate will not be generated.

Choose Another Question


Q: Why is my certificate not listed on the ‘Print Certificates’ page?

A: If you do not see the expected certificate on the list, please wait a few minutes (it takes a little while for the certificate to generate once the exam/evaluation are completed).  Note that if you have not completed the course evaluation, your certificate will not be generated.  Also, you must be logged in and take the course under the same username that purchased the course in order to receive the certificate. 

Choose Another Question


Q: What if I want to come back later to print my certificate?

A: Whenever you log in, you will be directed to the ‘My Account’ page where you will see a link for ‘My Certificates’ as well as other helpful links.   Click on ‘My Certificates’ to go to the area where you can see a list of your certificates.  Note that you can only print certificates for courses in which you have passed the exam and completed the evaluation. 

Choose Another Question


Q: What if I want to print a certificate with someone else’s name?

A: Courses and certificates are not transferable.  The course must be taken by the learner who has logged in ONLY, and the certificates will be printed for the learner who has logged in ONLY. 

Choose Another Question


Q: How many times can I open my certificate?

A:  There are no limits on how many times you can open, print or save your certificate.  You can do it as many times as you like for as long as you like.  It is recommended that you save a copy of your certificates on your own computer or flash drive.

Choose Another Question


Q: Can you forward my certificate to my state licensing board?

A: Unless requested by your board, we do not submit certificates directly to the board.  It is your responsibility to provide a copy of your certificate to the board when necessary.  All certificates should be retained for your records, based on your state board specifications.

Choose Another Question


Q: I need my certificate in less than a week – do you offer rush service?

A: If you are taking an online course, you can print your certificate immediately upon completion of the course. For courses in hard copy format, there are two options for rush grading and delivery of your certificate: fax service or courier service. Payment must accompany rush grading requests in order to be processed.  We offer rush Fax Service and Courier Service on business days (Monday through Friday) for an additional charge. We accept Visa, MasterCard, Discover, and American Express. Please send your exam, with the completed Rush Grading request form, along with your credit card number and expiration date, and signature, via RUSH FAX to 1-508-894-0172. Remember to print out and retain a confirmation of your successful fax transmission.

Choose Another Question


Q: I mailed my exam answer sheet to you by the end of the month and my certificate is dated the first of the month. Can you change the completion date on my certificate?

A: We date the certificates with the date on which we receive the exam. This is true for both mailed and faxed exams. To change the date of a certificate, without proof (i.e. a signed certified mail receipt or a fax confirmation) that it had been received by us earlier, would jeopardize our accreditation. To ensure that your certificate has the proper date, allow at least 10 business days for your exam answer sheet to reach us via regular mail (remember we do not receive mail on Saturday or Sunday) or fax it (and print out and retain a confirmation of the successful fax transmission).

Choose Another Question


Q: I completed my course online at 10:00pm PST but my certificate is dated with the next day, what happened?

A: Our computer systems are set for Eastern Standard Time (EST). Based on this time setting, certificates are dated with the date that you graded your exam online, regardless of when you print out your certificate.

Choose Another Question


Q: My certificate won’t print, and when it does it looks funny! How can I fix this?

A: This is probably due to the page setup of your printer.  With the certificate window still open, make the margins smaller. This can be done by clicking File, then Page Setup, on the top menu bar of your browser.   You may also need to check the page effects under the printer’s properties. Find the “print to fit” option.

Choose Another Question


Choose Another Category

 

LicensesTop FAQs

Jump to Question:


Q: Why do you need my license number?

A:  Most states require that your professional license number appear on your certificate of completion.  We respect your privacy and have many security measures in place to protect your personal information.

Choose Another Question


Q: I am licensed in more than one state – can I print multiple certificates?

A: You can print your certificates via ‘My Account’ and ‘Print Certificates’ as many times as you like, with the licenses that you choose.

Choose Another Question


Q: Why is my license number not printing on my certificate?

A: Customers will need to visit the ‘My Certificates’ area on the ‘My Account’ page to update their license numbers.  Once this is done, the selected license number(s) will be included on the certificate. 

Choose Another Question


Q: How do I enter my license number?

A: Whenever you log in, you will be directed to the ‘My Account’ page where you will see a link for ‘Print Certificates’ as well as other helpful links.  Click on ‘Print Certificates’ to go to the area where you can enter new licenses, modify existing ones, and delete old ones – and you can also print the certificate itself.  The license that you ‘check’ to select will be inserted on your certificate.  You no longer have to enter the license before taking the exam.  The certificate will be generated with the license number that is on file at the time of printing, not at the time of exam completion. 

Choose Another Question


Q: How many contact hours does my state require to renew my license?

A: Contact hour requirements vary from state to state.  Click on the Accreditations tab for accreditation information.  Continuing Education requirements change from time to time.  We recommend that you contact your state licensing board for the most current information.

Choose Another Question


Q: How many contact hours are there in 1 CEU?

A: 1 CEU is equal to 10 contact hours. 

Choose Another Question


Choose Another Category

 

Other FAQs

Jump to Question:


Q: What browser version do I need on my computer?

A: You must have a current version of your browser in order to take the courses.  Older versions are no longer supported by their own vendors or by most websites.

Choose Another Question


Q: What software do I need on my computer?

A: To open PDF courses, you need a PDF reader like Adobe Reader. Top open pretests, exams, attestations and evaluations, you need Adobe Flash Player.  These are software products from Adobe, available at www.adobe.com for free download. 

Choose Another Question


Q: What if I share an email address with someone else?

A: Courses and certificates are not transferable.  Each username (email address) should be used for learning in the system by one person only.

Choose Another Question


Q: Can I share my course/exam/certificate with co-workers?

A: The courses are non-transferable.  You must login with your own ID and complete your work/print your certificate for yourself.

Choose Another Question


Q: Where is the list of approver codes?

A: In the old site, there was a page of approver codes.  This page does not currently exist in the new site.  These codes, however, are automatically printed on the bottom of the appropriate certificates, so the customer will not have to look them up for themselves.

Choose Another Question


Q: Can I use my tablet to buy and take my courses?

A: Yes and no.  You can use your tablet to browse the site and purchase courses. You cannot open a secured PDF on a device that does not support secured PDF.   You cannot open an attestation, exam or evaluation on a device that does not support Flash. 

Choose Another Question


Q: Are these courses accepted for continuing education for my profession in my state?

A: Click on the Accreditations tab for accreditation information.

Choose Another Question


Q: Will you submit my course records to CE Broker?

A: Upon successful course completion, we submit course records to CE Broker on behalf of the following Florida licensees: dental professionals, nurses, marriage and family therapists, mental health counselors, occupational therapists, physical therapists, psychologists, respiratory therapists, and social workers. Records are also submitted on behalf of District of Columbia and Georgia nurses, and Alabama occupational therapists. We submit every Monday, Wednesday and Friday. During the last week of the months of April and July, we submit daily (business days only).

Choose Another Question


Q: What is the difference between ‘clock hours’ and ‘contact hours’?

A: These are several terms used to describe the awarding of hours for continuing education.  Nursing hours are based on contact hours.  Behavioral Health hours are based on clock hours.   1 clock hour = 1 contact hour.

Choose Another Question


Q: Do you ship COD (Cash on Delivery)?

A: No.

Choose Another Question


Q: Will you make special accommodations for customers with disabilities who are interested in taking a course? 

A: We strive to ensure that all of its programs and services are accessible to people with disabilities, in accordance with the requirements of the Americans with Disabilities Act. Please contact our customer service department at 1-800-618-1670 if your disability requires that special arrangements be made in order for you to take our courses.

Choose Another Question


Choose Another Category