Help and Support




Frequently Asked Questions (FAQ):

We recommend that you first try answering your question by looking at the list of Frequently Asked Questions. It is the easiest way to resolve most issues.



Online Instant Chat:

If you were unable to help yourself using FAQs, the next quickest way to get help is to contact us through Online Instant Chat.




Email:

Please email us your questions
support@learninglibrary.com

Phone:

Or call our toll free support number:
1-877-762-9322
from anywhere in North America



TECHNICAL REQUIREMENTS


System Requirements
IBM PC or Compatible Computer
Apple Macintosh
Apple iPad
Android Tablet
PC Tablet
System Detect

Hardware Requirements
Resolution: 1024 x 768 pixels
Operating System: Win 7, Win 8, MAC OSX
Speakers: Required

Software Requirements
Adobe Acrobat Reader

Browser Requirements
Internet Explorer 9 or later
Google Chrome
Firefox 20 or later
Apple Safari
Cookies Enabled
Scripting Enabled
JAVA Enabled

NOTE: We recommend using Mozilla Firefox or Google Chrome as your web browser for optimal performance.

Screen Resolution:
Please be aware that minimum resolution for this module is 1024 x 768 pixels. If your module screen is cut off, please close the module, change the screen resolution and then re-open it. You can also hit F11 or FN+F11 function keys on your keyboard to enter browser full screen mode

Hurdles:
On specific pages, you will be instructed to click buttons or images for more information. These hurdles require you to click on each button/image before you can move to the next page. Similar hurdles are enabled for pages that incorporate audio narration and video. You can move to the next page only after the audio narration or video has completed playing.

Bookmark:
If, for any reason, you need to exit the module, you may close the browser window. Your location will automatically be bookmarked (saved).

PAYMENT INFORMATION


How can I view my purchase history and other account information?
To view your purchase history, log into your account
( http://www.learninglibrary.com/realtoruniversity ), click on "Profile", then select "View Your Order/Billing History". The next screen allows you to change your billing address as well as display all the products you have purchased including access to your receipts.

I received my credit card statement and it says I was charged by Learning Library Inc., even though I purchased online education from the REALTOR® University?
Learning Library Inc. ( www.learninglibrary.com ) is the education technology provider behind REALTOR® University. Your purchase is valid and backed by a dedicated team of professionals and authorized by REALTOR® University.

How do I pay by check/cheque?
To purchase a course by check/cheque, please create an account at the REALTOR® University ( www.learninglibrary.com/realtoruniversity ) if you don’t already have one.

Send a check/cheque for the whole amount to:
Learning Library Inc., WaterPark Place, 20 Bay Street, 11th Floor, Toronto, ON, M5J 2N8. Or in Canada via Interact online funds transfer—to do so call 1-877-762-9322 for details.
For either, we will need:

  • Your personal information (name, address, phone, email)
  • The product in full that you wish to purchase
  • The online school name (i.e., REALTOR® University)

Once we have payment:

  • The product purchased will be in your account once the check has cleared with the financial institution.
  • You will be notified via email once the process has been completed.
  • If you require more information please contact our Customer Service team via support@learninglibrary.com or call in the information at 1-877-762-9322.

How do I request a refund?
No refunds are granted for archived webinars. Refund requests cannot exceed the original purchase price (including discounts) as listed on the purchase receipt, regardless of list price. Refunds for all products, except live webinars, are subject to a $25 processing fee. Refunds are not available for products not purchased, i.e., obtained for free or through complimentary access.

Refund requests will be honored only if the following conditions are met:

  • The request is made within thirty (30) days of the purchase date. Refund requests after 30 days will not be honored.
  • If for an online course, the student is less than halfway through the course. Student progress in online courses is tracked and verified using digital bookmarking. If a student’s course access has passed the halfway mark, the refund request will not be honored.

To apply for a refund, contact Customer Service at support@learninglibrary.com or 1-877-762-9322 and provide the following information:

  • Your name
  • The product name
  • The reason for the refund

NOTES:
*No credit card information is needed to process a refund. Refunds will be credited to the same credit card with which the original purchase was made.
*The information contained in this refund policy supersedes any verbal or other written information that anyone may receive regarding this policy.


Can I transfer my payment from one course to another?
You may transfer payment between products available on this site only and only within 30 days of payment. Requests later than 30 days will not be accepted. A $25 processing fee will be applied for transfers of any product. No transfers will be granted for live webinars or archived webinars. Decisions on fee transfers are done on case-by-case basis by site administrators. Please send you request to support@learninglibrary.com with the following information:

  • Your full name
  • The product name purchased in full originally
  • The product name you wish to purchase instead in full
  • The reason for transfer

How do I get a copy of my receipt?
A purchase receipt is emailed to you instantly once any purchase has been made. If you do not receive a receipt or you need another copy:

  • Please check your junk box or a spam box in your email account
  • Or visit the Catalog portion of the portal and click on "Edit My Account"

All previous purchases will be listed in your account including the receipt. To view your purchase history, log into your account ( http://www.learninglibrary.com/realtoruniversity ), click on "Profile'', then select "View Your Order/Billing History". The next screen allows you to change your billing address as well as display all the products you have purchased including access to your receipts.

Or contact our support team at support@learninglibrary.com and your receipt will be forwarded to you.

COURSE ACCESS


How long can I access my course? Can I get an extension?
You will have access to your course for 12 months from the date of purchase. After one year, the course will expire. No extensions will be given after the course expires; if you do not complete the course during the 12-month timeframe, you will need to repurchase it at full price and start again at the beginning.

IMPORTANT CE NOTE: CE course expirations may vary by course due to state-specific requirements, however with the exception of the four states listed below, you generally have one year from the date of purchase to complete the course for CE credit. In rare cases where the course must be completed prior to your course expiration date in order to receive CE credit, you will be notified in advance.

EXCEPTIONS:

  • Iowa: 6 months from date of purchase
  • North Carolina: 30 days from date of purchase or by June 10th (whichever comes first)
  • Oklahoma: 6 months from date of purchase
  • Washington, DC: 3 months from date of purchase


I forgot my username or password?
Please note that the username is always your email address.

To reset your username/password please click on the "Forgot your password?" link located either on the Home Page or Catalog page in the Login box, then follow instructions. You will be sent a temporary password that will allow you to login into your account and setup a new one.

I have a course in my account and I am having trouble accessing it?
Courses have expiry dates and most of them expire 12 months from the date of purchase. The system would have sent you automated notifications to advise you of the expiration of your course. If you have missed the opportunity to extend your course, the course will need to be re-purchased in full.

After launching the course I can only see a white blank screen?
This issue will happen occasionally with Flash courses only. Some students will only see a white page without any text or pictures. This means that you either don’t have latest version of Adobe Flash Player or you don’t have Adobe Flash Player at all. Adobe Flash Player can be downloaded from the following site: http://www.adobe.com/products/flashplayer/ .

I cannot display the full screen properly / screen is cut off / do not see any page arrows?
Please note that minimum system requirements mandate that the resolution of your screen is set to 1024 x 768 pixels. Please change your resolution and then try launching course again. The screen resolution is typically changed on your Desktop (normally accessible if you right click anywhere on the desktops’ free area; go to Display Setting or Screen Resolution; change resolution). You can also try hitting the F11 key on your keyboard when you launch the course, this will enable most courses to go into full screen mode; hit F11 or ESC key to exit the full screen mode. Another thing to consider is your browser zoom level, it needs to be at 100% in order for the course to display properly.

COURSE NAVIGATION


How do I bookmark my place in the course so when I came back at the later date I am able to continue from the point where I left off?
Most courses in our catalog automatically bookmark your place as you progress through the course. When you return to the course you will be asked to choose to begin again or launch where you left off. However a few courses created in a previous authoring version have a BOOKMARK button in the top right corner. In those cases, please follow these steps:
  • When you are ready to leave the course, click on the bookmark button in 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 a course twice before the program recalls the right bookmark page.
Make sure you have Adobe Flash Player 9.0 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/.

How do I access discussion forums? How do I post new messages? When I try to access discussion forum I get login screen and my username/password are not accepted?
From within a course, click on the Discussion Forum link in your course navigation or from the slide in the module that you are working on and it will bring up the discussion topics.

To access discussion forums, you do not need to login. Once logged in, click on "post" to make a new topic or you can click on an existing one and then click on it to reply. If username/password are not accepted please click the "Forgot?" link to access a new window to enter your email where the new password will be sent. Discussion forums are learning tools and in most cases do not have a bearing on the course.

I purchased a course but after clicking on "Launch" it will not start?
Typically, this has to do with certain settings in your browser. We advise you to turn off your browser’s pop-up blocker program(s) as well as pop-up blockers within 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

I cannot move forward in my course. The arrow pointing to the next page is grayed out?
Most of the course slides or pages contain one or more hurdles which are mandated and required to be completed by the content provider, or state/provincial regulators before you can progress to the next page. Please make sure that you click on every single object (box, link, icon or image) and listen to the audio or video in full (if applicable) on the specific screen in order to enable the course to move forward. If you are certain that you have followed these steps and you still cannot advance through the course please contact Support at support@learninglibrary.com.

QUIZZES AND EXAMS


How many times can I take a final exam?
Unless you are taking the course for CE credit in your state and the CE exam requirements in that state are different, you may take a final exam twice to meet or exceed passing score criteria; three or more attempts are subject to a $25.00 fee.

I completed a quiz or the exam and I want to dispute questions and/or answers.
If you wish to discuss any content-related issues, please contact the appropriate course provider by sending an email to RUinstructor@realtors.org. This email is also provided for you within each course site. Learning Library Support does not provide content related assistance. The content provider information is found in the introduction module of each course.

I have completed a quiz with a passing score, but am unable to proceed to the next module.
When this happens, please close the pop-up box which appears after answering the last question of the quiz. This pop-up box states whether the last answer was correct or incorrect. After closing this pop-up box, another box will appear that will indicate whether the quiz has been successfully completed. If the quiz has been successfully completed, click on "OK" in that box and you will be able to advance to the next module. In the event you have not successfully completed the quiz, after clicking “OK” in the pop-up box, the system will take you to the beginning of the quiz so you may try again.

I have provided what I believe to be the correct answers in a quiz or exam, and the system is telling me that the answer is incorrect. (In some cases, the system may also subsequently display a correct answer popup unrelated to the original question.)
This issue is browser-related and can be resolved by switching to another web browser or completely clearing the browser cache and history before attempting to take the quiz again. Please note that we recommend using Mozilla Firefox or Google Chrome as your web browser for optimal performance. If you are already using one of the two browsers, please try switching to the other one.

You may also try clearing the browser cache and history, then re-starting the browser before launching the course again. See the instructions below for clearing the browser cache and history in Firefox and Chrome (depending on which web browser you are currently using):

Google Chrome (https://www.google.com/chrome/browser/desktop/):
  • In the top-right corner of Chrome, click the Chrome menu icon (icon that looks like three horizontal lines).
  • Select More tools > Clear browsing data.
  • In the dialog that appears, select the checkboxes for the types of information that you want to remove. (we recommend checking the following boxes: Browsing History, Download History, Cookies, Cached Images and Files)
  • Use the menu at the top to select the amount of data that you want to delete. Select "beginning of time" to delete everything.
  • Click on "Clear browsing data."

Mozilla Firefox (https://www.mozilla.org/en-US/firefox/new/):
  • Click the menu button (icon that looks like three horizontal lines) and choose "History"
  • Click on "Clear Recent History"
  • Set the "Time range to clear:" to "Everything"
  • Select the checkboxes for the types of information that you want to remove. (we recommend checking the following boxes: Browsing & Download History, Form & Search History, Cookies, Cache)
  • Click on "Clear Now"

Also note that, if you are still unable to advance to the next page, you can try to switch to Mozilla Firefox if you are using Google Chrome, or vice versa.

CERTIFICATES


I successfully completed the course and/or exam and did not receive my certificate?
Shortly after completions, certificates are sent via email to the email we have in your account shortly after completion. You must successfully complete a course before a certificate will be sent. If you have not received a course completion certificate via email within 4 hours after you have successfully completed your exam or course, please consider the options below:

  • Check your email junk box or a spam box.
  • Or login to your ''Learner Home'' account and visit the "Learner Reports" section. Once you run the report all completed courses will be listed with the link to your certificate of completion.
  • Or contact our support team at support@learninglibrary.com and your certificate will be forwarded to you.

After I clicked the link to view/print my certificate it came up blank?
This is generally a pop-up blocker issue with the browser you are using. When a certificate comes up blank it is because your pop-up blocker is preventing our server from populating your certificate with your information. You can try disabling your pop-up blocker, if that does not work please contact our support team at support@learninglibrary.com and your certificate will be forwarded to you.

CE CREDIT


How does continuing education (CE) credit work?
Continuing education (CE) credits are offered for select courses—at no additional charge—in accordance with individual state requirements for course completion time frames and exam specifications.

Course product pages display handy tables so that you can look up the amount of CE credits allotted for a course for your particular state or province. If a CE credit table is not provided on a course product page, then CE credit is not available for that course.

IMPORTANT CE NOTE: CE course expirations may vary by course due to state-specific requirements, however with the exception of the four states listed below, you generally have one year from the date of purchase to complete the course for CE credit. In rare cases where the course must be completed prior to your course expiration date in order to receive CE credit, you will be notified in advance.

EXCEPTIONS:

  • Iowa: 6 months from date of purchase
  • North Carolina: 30 days from date of purchase or by June 10th (whichever comes first)
  • Oklahoma: 6 months from date of purchase
  • Washington, DC: 3 months from date of purchase

If your course is eligible for CE credit, you will receive an email from support@theceshop.com once you have completed the course with instructions on how to complete the CE process. Completing the process will include an additional online survey and a digital signature.

If you are licensed in multiple states, you have 90 days after completing the course to purchase additional certificates for other states where the same course is also approved. After 90 days, additional certificates will not be available for purchase.

If you have any questions regarding the process, please visit CE Shop FAQ or contact The CE Shop at 888-827-0777 or support@theceshop.com.