| 1. |
How can I see my purchase history and other account information?
Please go to www.learninglibrary.com/girlguides and login into your account. Click on ‘Learner Profile” link and then select “View Billing and Order History’. The next screen will let you change your billing address as well as display all the products you have previously purchased and its receipts.
[Return to top]
|
| 2. |
I received my credit card statement and it says I was charged by Learning library Inc, although I only purchased course from Girl Guides?
Learning Library Inc. is technology provider behind Girl Guides. We are partners and technology experts hired by Girl Guides to support you, our client, by providing you best customer service possible. Your purchase is valid and backed by dedicated team of professionals.
[Return to top]
|
| 3. |
I want to pay with check? How?
You can certainly buy a course without using a credit card, simply register on the Girl Guides Home Page, but dont buy anything until we receive the cheque and process it. You can send a cheque to:
Attention: Learning Library Inc
56 The Esplanade, Suite 211
Toronto, Ontario M5E 1A7
Phone: 416-703-8674
Fax: 416-703-8675
As stated above, when the cheque is processed, we will contact you and then we can add the product you want to learn. If you require more information please feel free to contact us.
[Return to top]
|
| 4. |
How to request refund?
If you wish to apply for a refund of any product purchased via this website it must be done within 1-30 days of purchase date. Refund requests later than 30 days will not be accepted. To apply, please send us the following information and note the processing fee structure:
Contact our Customer Service team via support@learninglibrary.com or leave the following information at 877 762 9322. Please provide the following information:
1. Your name in full
2. The product name purchased
3. The reason for the refund
4. No credit card information required for refund*
5. The information contained in this Refund Policy supersedes any verbal or other written information that anyone may receive regarding this policy.
* We will reverse the transaction on same card as original purchase.
[Return to top]
|
| 5. |
Can I transfer my payment from one course to another or even to a classroom course?
Please send your request to support@learninglibrary.com with the following information attached:
1. Your name in full
2. The product name purchased
3. The reason for transfer
Decisions on fee transfer are done on case by case basis.
[Return to top]
|
| 6. |
I need receipt faxed to me.
If you need your receipt faxed to you please contact our support at support@learninglibrary.com with the following information attached:
1. Your name in full
2. The product name purchased
3. The fax number you need it send to
4. We will fax your receipt within 24 hours
[Return to top]
|
| 7. |
I forgot my username or password?
To reset your username/password please click on ‘Forgot your password?’ link located either on Girl Guides Home Page or Girl Guides Catalog, then follow instructions. You will be sent new temporary password which will allow you to login into your account and setup new one.
[Return to top]
|
| 8. |
I successfully completed the course and/or exam I my certificate was never received?
If you have not received certificate via email 24 hours after you have completed your exam or course please contact our support team at support@learninglibrary.com and your certificate will be forwarded to you momentarily.
[Return to top]
|
| 9. |
When I try to access discussion forum I get login screen and my username/password are not accepted? Also, how do I post new messages?
To access discussion forums, you do not need to log in. Please click on the module that you are working on and it will bring up the discussion topics. You can from there click on post to make a new topic or you can click on an existing one and then click on reply. The discussion forums are learning tools and in most cases do not have a bearing on the course.
[Return to top]
|
| 10. |
How do I bookmark my place in the course so that when I came back at the later date I continue from the point where I left off?
Most new courses in our catalog automatically bookmark your place as you progress through the course.
If course however has BOOKMARK button in the top right corner please follow these steps:
When you are ready to leave your course, click on the bookmark button on the top menu of the course window. When you come back to the course you will be prompted to start from the beginning or to continue from the bookmark. Occasionally, you may have to start course twice before the program calls the right bookmark page for you.
Also, make sure you have Adobe Flash player 9 installed on your computer. If you don’t have it or you don’t know which version you have please download it from the following site: http://www.adobe.com/products/flashplayer/. It’s FREE!
[Return to top]
|
| 11. |
I purchased course but after clicking on ‘Launch Course’ link it will not start?
Typically, this has to do with certain settings in your browser. We advise you to turn off browsers pop-up blocker programs as well as pop-up blockers of any other software you may have such as Google or Yahoo toolbars.
Click here for detailed description on how:
http://www.nacubo.org/Documents/prof_dev/PopUpBlockers.pdf
[Return to top]
|
| 12. |
I cannot move forward in my course. The arrow point to the next page is grayed out?
Most of the courses contain one or more hurdles which are mandated and required by the state or provincial regulators. Please make sure that you click on every single object (box, link, icon or image) on the specific screen in order to enable the course to move forward. If you are certain that you have done it all and you still cannot proceed forward please email us at: support@learninglibrary.com and we will look into it.
[Return to top]
|
| 13. |
I completed the exam and I want to dispute questions and/or answers?
If you wish to discuss any of the content related issues please contact appropriate course provider. Please contact our tech support (support@learninglibrary.com) for suggestions and comments.
[Return to top]
|
| 14. |
I don’t see full screen properly, it seems cut off on the right hand side?
Please note that minimum system requirement mandates that resolution of your screen is set to 1024 x 768 pixels. Please change your resolution and then try launching course again.
[Return to top]
|
| 15. |
After launching the course I can only get white blank screen? Where is the course content?
Some students will only see a white page without any text or pictures. This means that you either don’t have latest version of Flash or you don’t have Flash player at all. If you don’t have it or you don’t know which version you have please download it from the following site: http://www.adobe.com/products/flashplayer/. It’s FREE!
[Return to top]
|
| 16. |
I have an old version of the course in my profile purchased less then one year ago and I am having troubles accessing it?
Please email our support at support@learninglibrary.com and we will gladly exchange this product for the latest version of same title, if available.
[Return to top] |
| 17. |
I successfully completed the course and/or exam, but my certificate was never received.
If you have not received certificate via email 24 hours after you have completed your exam or course please contact our support team at support@learninglibrary.com and your certificate will be forwarded to you momentarily.
[Return to top] |
| 18. |
I cannot print my certificate?
To print the certificate you need the newest version of Adobe Acrobat Reader http://www.adobe.com/products/acrobat/readstep2.html this is the link to download it then you will be able to view and print your certificate.
[Return to top] |
