Help and Support

Help and Support

Please select your prefered support option:




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.

Click on the following FAQ Categories:
Customer Service FAQ
e-PRO® FAQs

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





Customer Service FAQ:

Questions

  1. How can I view my purchase history and other account information?
  2. 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 online school?
  3. How do I pay by check/cheque?
  4. How do I request a refund?
  5. Can I transfer my payment from one course to another?
  6. How do I get a copy of my receipt?
  7. How long can I access my course? Can I get an extension?
  8. I forgot my username or password?
  9. I successfully completed the course and/or exam and did not receive my certificate?
  10. After I clicked the link to view/print my certificate it came up blank?
  11. 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?
  12. 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?
  13. I purchased course but after clicking on "Launch" it will not start?
  14. I cannot move forward in my course. The arrow pointing to the next page is grayed out?
  15. I completed the exam and I want to dispute questions and/or answers?
  16. How many times can I take an exam?
  17. I don't see full screen properly/screen is cut off?
  18. After launching the course I can only see a white blank screen?
  19. I have a course in my account and I am having trouble accessing it?
  20. I understand most courses are now Multiplatform Compatible. Please provide details?
  21. Where can I find information on Continuing Education?
  22. I received a coupon code/gift certificate for one or more courses, how can I use it?
  23. Which designations / certifications are currently available online via the REALTOR® University online school?

  1. 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.

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  2. 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 the REALTOR® University. Your purchase is valid and backed by a dedicated team of professionals and authorized by REALTOR® University.

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  3. 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. 133 Richmond Street West, Suite 303, Toronto, Ontario M5H 2L3
      • 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 (ie 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.

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  4. How do I request a refund?

    If you wish to apply for a refund of any product purchased via this website it must be done within thirty (30) days of purchase date. Refund requests later than 30 days will not be accepted. A $25 processing fee will be applied for refunds of any product, excluding Live Webinars. NO refunds will be granted for Archived Webinars and Video Center subscriptions. To apply for a refund please contact our Customer Service team via support@learninglibrary.com or call in the information at 1-877-762-9322. Please provide the following information:

    1. Your name in full
    2. The product name purchased in full
    3. The reason for the refund

    Notes:
    *No credit card information required for refund. Refunds will be credited to the same credit card the original purchase was made on.
    *The information contained in this Refund Policy supersedes any verbal or other written information that anyone may receive regarding this policy.

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  5. 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, Archived Webinars and Video Center subscriptions. 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

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  6. 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 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.


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  7. How long can I access my course? Can I get an extension?

    Unless otherwise noted, you will have access to your course for six months from the date of purchase. At that time the course will expire. Following the six months, up to 2 three-month extensions can be purchased for $49 each. If you still have not completed the course after purchasing 2 extensions then you must purchase the product again in full.

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  8. 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 online school 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.

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  1. I successfully completed the course and/or exam and did not receive my certificate?

    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.

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  2. 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.

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  3. 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.

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  1. 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?
    1. 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.
    2. 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/. It’s FREE!

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  2. 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

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  3. 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.

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  4. I completed 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. Learning Library Support does not provide content related support. The content provider information is found in the introduction module of each course. Contact Support if you encounter any difficulties finding the right content provider.

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  5. How many times can I take an exam?

    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.

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  6. 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.

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  7. 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/. It’s FREE!

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  8. I have a course in my account and I am having trouble accessing it?

    Courses have expiry dates and most of them expire 6 months from the date of purchase. The system would have sent you automated notifications to advise you of the expiry of your course and provide an offer to extend the course for a minimal fee. If you have missed the opportunity to extend your course, the course will need to be re-purchased in full.

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  9. I understand most courses are now Multiplatform Compatible. Please provide details?

    Many courses, all webinars, and all REALTOR® University courses are multi-platform, multi-device compatible. Look for those that have a large ‘T’ icon on the product page - that means you can take on any:

    • PC
    • Mac
    • iPad
    • Android based Tablets
    • Windows based Tablets
    • Standard browsers
    Those without the big ‘T’ icon will be the exception and are Flash based and are not compatible with all tablets.

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  10. Where can I find information on Continuing Education?

    Continuing Education (CE) credits are offered with some of the courses provided. All course product pages have CE tables where you can find the amount of CE credits allotted for that course for your particular state/province, if not then that particular course does not offer any CE credits. Should you have any further questions regarding CE please forward them to support@theceshop.com.

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  11. I received a coupon code/gift certificate for one or more courses, how can I use it?

    All coupon codes/gift certificates can be entered in the field provided within your shopping cart upon check out. If you do not see the discount applied it can be that the code has expired or that it is not for the product that you have in your shopping cart. If you have any questions regarding the validity of your code please forward them to our support team at support@learninglibrary.com.

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  12. Which designations are currently available online via the REALTOR® University online school?

The NAR Certifications and Designations currently on RU include:

Accredited Buyer's Representative / ABR®
ABR® education provides REALTORS® with what they need to stay competitive in today's market. Member benefits such as marketing tools, a referral network and other resources, help to promote their business. Courses for the designation are available both in person and online.
Presented by REBAC (Real Estate Buyer's Agent Council)
Contact REBAC at rebac@realtors.org, 800/648-6224, or visit www.rebac.net.

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RLI logoAccredited Land Consultant / ALCsm
The REALTORS® Land Institute serves a unique constituency in the real estate industry – those who broker, lease, sell, develop, and manage land assets, including vacant, transitional land; agricultural and pastureland; timberland; and ranch and recreational properties. Through its rigorous Land University curriculum, the REALTORS® Land Institute confers its Accredited Land Consultant (ALCsm) designation to only those real estate practitioners who achieve the highest level of education, experience, and professionalism.Presented by the REALTORS® Land Institute (RLI)
Contact RLI at RLI@realtors.org, 800/441-5263, or visit www.RLILand.com.

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Certified International Property Specialist / CIPS®
The Certified International Property Specialist Network (CIPS Network) comprises 2,500 real estate professionals from 50 countries and is the specialty membership group for global business practitioners of the National Association of REALTORS®. The CIPS® designation prepares REALTORS® to service the growing international market in their local community by focusing on culture, exchange rates, investment trends, and legal issues. Presented by the NATIONAL ASSOCIATION OF REALTORS®
Contact Information Central at NAR International, 800/874-6500, ext. 8369, or visit CIPS Education.

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e-PRO®
The new e-PRO certification provides a roadmap to help you serve hyper-connected consumers of today and tomorrow. Course topics for Day 1 include the changing market, how to connect with consumers, the online conversation, and reputation management. Day 2 provides hands-on discovery of business tech tools, such as an e-strategy, mobile office, micro-blogging, rich media, and NAR resources.

Presented by REBAC (Real Estate Buyer's Agent Council)
Contact e-PRO® at epro@realtors.org, 877/397-3132 or http://rebac.net/e-pro.cfm

e-PRO® FAQs:

  1. What is the difference between the new version of e-PRO® and the previous one?
    The new e-PRO® was developed through a partnership of The National Association of REALTORS® (NAR) and the Social Media Marketing Institute (SMMI) to familiarize today's agents with the latest technology and social media tools to enhance their business and help them engage with customers and other real estate professionals.
    New features to the new e-PRO® certification program are:
    • Delivery format: Instead of only one comprehensive online course, e-PRO® will be available in 2 parts (Day 1 and Day 2). e-PRO®: Day 1 will now be available in a live classroom setting or online while e-PRO®: Day 2 will be provided online only.
    • No additional certification application fee.
    The new e-PRO® provides a roadmap to help you serve hyper-connected consumers of today and tomorrow. Course topics for Day 1 include the changing market, how to connect with consumers, the online conversation, and reputation management. Day 2 provides hands-on discovery of business tech tools such as an e-strategy, mobile office, micro-blogging, rich media, and NAR resources.

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  1. What is the cost?
    The price of Day 1 when offered in a live classroom is dependent on the course provider. Day 2 will be offered in an online format only for $149. If you take both Day 1 and Day 2 online (purchased as one bundle through your online school), the cost will be $239. There are no additional application or certification fees.

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  1. What are the requirements to earn the e-PRO® certification?
    The only requirements are completion of Day 1 (either classroom or online) followed by completion of Day 2 (online only). Day 1 is required before Day 2. Once you have successfully completed both courses, you will automatically be awarded NAR's e-PRO® Certification. You must also be a member in good standing with NAR or NAR cooperating international association

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  1. What are the benefits of earning the e-PRO® certification?
    • Usage of e-PRO® logo and name
    • Differentiation at Realtor.org and at Realtor.com®
    • Customizable marketing materials
    • Online referral network
    • Free webinars
    • Downloadable certificate
    • Lapel Pin available for purchase through REALTOR® Team Store
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  3. Are annual dues required to maintain the certification?
    As long as you are a current member of the National Association of REALTORS® (NAR), you may use the e-PRO® certification with no annual recertification fees.

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  4. Is CE available?
    For classroom Day 1, please contact your local course provider where you are taking the course to see if CE is available in your state. For online Day 1 and 2, CE is available in numerous states. Please visit the course catalog page for details.

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  5. Where can I register for e-PRO®: Day 1 live in the classroom?
    Please check www.Training4RE.com frequently to find a live e-PRO®: Day 1 course in your area.

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  1. I took the previous version of e-PRO®. Does anything change for me?
    As long as you are a current member of NAR, you can continue to use the e-PRO® certification no matter when you earned it. You will be included in the new e-PRO® online directory. A new e-PRO® logo and marketing materials will be available for use as you reprint your business cards, update your web site, etc. If you wish to refresh your social media and technology skills, the new online program will be available at a discounted rate for past e-PRO® students.

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  1. I have substantial education and/or experience in social media and technology. Can I test out of all the requirements of NAR's e-PRO® Certification?
    While we are encouraged that individuals bring considerable education and experience as prospective students to NAR's e-PRO® Certification Program, it is not possible to test out of the program's requirements. We need to ensure that everyone who earns NAR's e-PRO® certification has the same core or baseline education from the National Association of REALTORS®. As you know, NAR's e-PRO® certification is the only social media and technology training program for real estate professionals recognized and endorsed by NAR. It is therefore essential that all students complete course training from NAR.

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  2. I have completed the 2-day e-PRO® curriculum. How soon can I start promoting my new e-PRO® certification?
    e-PRO®: Day 2 course, your information will be sent to e-PRO® for processing. You should receive an email within two weeks that includes information about logging into the member's only section of the Web site to access your e-PRO® certificate, logo file and customizable marketing materials to begin promoting your new certification. An update will also be sent to our NRDS database so that your certification will show on the member search at Realtor.org and Realtor.com.
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  1. How soon can I add the e-PRO® certification in my marketing materials?
    You may begin using the e-PRO® certification after you rYou may begin using the e-PRO® certification after you receive the email from NAR that you have officially been awarded the certification.

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  1. How soon can I add the e-PRO® certification in my marketing materials?
    The e-PRO® certification after you receive the email from NAR that you have officially been awarded the certification.

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  1. Where can I find the transcripts for the videos in the course?
    Videos can be found in the Student Manual, which is available as a PDF. Click "Resources" in the upper navigation bar of the course to access and download the PDF and print it out, if you choose.

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  1. Where can I find more information or contact e-PRO® staff?
    Email: epro@realtors.org
    Telephone: 1.877.397.3132
    Fax: 1.312.329.8232
    Web site: http://www.ePRONAR.com
    Classroom Schedule and Online Course Registration: www.Training4RE.com

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NAR's Green Designation / GREEN
The National Association of REALTORS® created NAR’s Green Designation to provide ongoing education, resources and tools so that real estate practitioners can successfully seek out, understand, and market properties with green features. The course curriculum requires completion of a 12hr Core Course and a 6hr Elective Course in either residential, commercial, or property management. All courses are available in live lecture and online formats. NAR’s Green Designation gives designees the tools to become a community leader and resource in sustainable issues.

Presented by The Green REsource Council
Established by the National Association of REALTORS® (NAR), the Green REsource Council serves real estate professionals by providing comprehensive training and access to cutting-edge resources and tools as well as promoting green excellence, leadership, and consumer awareness within and across multiple real estate disciplines. Practitioners who complete the 3-day program are awarded NAR's Green Designation, the only green training program recognized by the NAR. For information on the Green Designation, e-mail greendesignation@realtors.org, call 800/498-9422, or visit www.GreenREsourceCouncil.org.

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Seniors Real Estate Specialist, SRES®
The SRES® Designation program educates REALTORS® to profitably and ethically serve the real estate needs of the fastest growing market in real estate, clients age 50+. By earning the SRES designation you gain access to valuable member benefits, useful resources, and networking opportunities across North America and Canada to help you in your business.

Presented by SRES Council
Call 800/500-4564 or visit www.seniorsrealestate.com.

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NAR Family Certifications


At Home With Diversity / AHWD®

A ground-breaking professional education initiative designed to provide America's real estate professionals with training and tools to expand their business as well as home ownership opportunities for more Americans. AHWD certification relays to the public that those certified have been professionally trained in and are sensitive to a wide range of cultural issues inviting a wider volume of business from a greater variety of cultures.

Presented by NATIONAL ASSOCIATION OF REALTORS®
For more information on this course and its business principles, please contact Diversity, 800/874-6500 ext. 8393, or visit At Home With Diversity.

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Resort & Second-Home Property Specialist / RSPS
RSPS certification is offered by NAR Resort for resort and second-home professionals around the world. REALTORS® specializing in resort and second-home markets and interested in demonstrating their knowledge and expertise should pursue the RSPS certification. The RSPS core certification requirement includes the NAR Resort & Second-Home Market Course. RSPS applicants will also choose from twenty three different elective choices including courses from the NAR Education Matrix and the NAR Resort Symposium held every 18 months

Presented by NATIONAL ASSOCIATION OF REALTORS®
For more information, call NAR Resort 312/329-8393 or visit the NAR Resort Web site.

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Short Sales and Foreclosures Resource / SFR
REALTORS® with the SFR certification can be a trusted resource for short sales and foreclosures. Your ability to close short sales and foreclosures depends in part on your confidence in seeing these transactions through. Begin building your confidence today with SFR!
Presented by NATIONAL ASSOCIATION OF REALTORS®
For more information e-mail SFR@realtors.org, call 877/510-7855, or visit www.realtorSFR.org.

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