Contact Us
Customer Service
Continuing Education Information Support
Membership Support
Frequently Asked Questions

 


Thank you for visiting the support section of the website. Please choose what type support you are looking for from the menu on the left.

Contact Us

Our mailing address:
56 Esplanade, Suite 211
Toronto, Ontario
M2E1A7 Canada

Telephone: 416-703-8674
Facsimile: 416-703-8675


Customer Service:

In order to serve you better, please select one of the following options:

  • Frequently Asked Questions – we recommend you first browse through these common issues and questions to find an immediate answer
  • Send email to customer service – if you did not find your answer in the FAQ we recommend that you send an email to our customer service group. Please note that depending on type and nature of your request it may take up to 24 hours for us to get back to you. Please make sure your email includes the following:
    • Type of request (example: Refund request, cannot login etc.)
    • Copy of your receipt as sent by the system when you purchased the course
    • Detailed information describing the issue you are experiencing
    • If possible, screenshot of the screen showing the outlined problem (you can take screenshot by holding CTRL key and pressing PRT SCRN button at the same time, then pasting it into your email message)
    • Any additional information that may be helpful in resolving the matter
  • By calling us:
    • Weekday Hours: 9:00 AM - 9:00 PM EST
    • Saturday Hours: 9:00 AM - 5:00 PM EST
    • 1.877.762.9322 x222

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Continuing Education Information Support

For additional information on continuing education approvals and credits, please send an email to: Colleen Ryan NAR Education Services (cryan@REALTORS.org).

Please make sure to describe your question in as much detail as possible.
You can also call NAR directly at 312.329.8215 from 9am – 5pm CST

NOTE: You should receive a response within one business day.

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Membership Support

ABR/ABRM Designation and Membership Information

For additional information on ABR/ABRM Designation and Membership Information please send an email to Nancy Gabel, REBAC (ngabel@REALTORS.org).

Please describe your question in as much detail as possible.
You can also call REBAC at 800.648.6224 ext. 8590 from 9am – 5pm CST

NOTE: You should receive a response within one business day.

CIPS Designation and Membership Information

For additional information on CIPS Designation and Membership Information please send an email to CIPS at cips@learninglibrary.com. 

Please describe your question in as much detail as possible.
NOTE: You should receive a response within one business day.

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Customer Service FAQ:

1. How can I see my purchase history and other account information?
2. I heard all NAR members should get 10% discount on any product? How can I get this discount?
3. I received my credit card statement and it says I was charged by Learning library Inc, although I only purchased course from REALTOR® University?
4. I want to pay with check? How?
5. How to request refund?
6. Can I transfer my payment from one course to another or even to a classroom course?
7. I need receipt faxed to me.
8. I forgot my username or password?
9. I successfully completed the course and/or exam I my certificate was never received?
10. 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?
11. 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?
12. I purchased course but after clicking on ‘Launch Course’ link it will not start?
13. I cannot move forward in my course. The arrow point to the next page is grayed out?
14. I completed the exam and I want to dispute questions and/or answers?
15 I don’t see full screen properly, it seems cut off on the right hand side?
16. After launching the course I can only get white blank screen? Where is the course content?
17. I have an old version of the course in my profile purchased less then one year ago and I am having troubles accessing it?


1.

How can I see my purchase history and other account information?

Please go to http://www.learninglibrary.com/REALTORuniversity 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.

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2. I heard all NAR members should get 10% discount on any product? How can I get this discount?

Unfortunately this is not correct. Only NAR members who arrive to RU by clicking on the link from REBAC’s site are applicable for 10% discount and only on REBAC products. Also, please remember, you must specify NRDS number in your profile to be eligible for this promotion.
3. I received my credit card statement and it says I was charged by Learning library Inc, although I only purchased course from REALTOR® University?

Learning Library Inc. is technology provider behind REALTOR® University Inc. We are partners and technology experts hired by RU to support you, our client, by providing you best customer service possible. Your purchase is valid and backed by dedicated team of professionals.

4. I want to pay with check? How?

You can certainly buy a course without using a credit card, simply register on the REALTOR® University, but don't 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.
5. 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 1-877-762-9322 x222. 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.

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6. Can I transfer my payment from one course to another or even to a classroom course?

Please send you 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.
7. I need receipt faxed to me.

If you need your receipt faxed to you please onctact 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
8. I forgot my username or password?

To reset your username/password please click on ‘Forgot your password?’ link located either on RU Home Page or RU Catalog, then follow instructions. You will be sent new temporary password which will allow you to login into your account and setup new one.
9. 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.

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10. 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.
11.

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!
12.

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
13.

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.
14.

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 click here for the list and contact information of the course providers.

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15.

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.
16.

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!
17.

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.

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