Online Training Q&A: What Users Need to Know

Do you have a question about how to register for an online training course or navigate the training once you’ve made your purchase? If you do, you’re not alone. Even the most computer-savvy learners have questions for us every now and then.

First things first: you’re always welcome to call us (844-756-7500 or 410-308-8703) or email us (info@yourtrainingprovider.com). But we also wanted to provide this list of frequently asked questions for those of you who want an immediate answer to what seems like a simple question and those of you who prefer to solve problems on your own, without any interaction with customer support.

Here are some of the most common questions we get from clients. If your question isn’t on this list, leave it in the comments section so we can update this information and make life easier for everyone!

Who can I call if I need help?

Our customer support professionals are available to answer all your questions. Customer support can be reached at 844-756-7500, 410-308-8703, or info@yourtrainingprovider.com.

I’m trying to call you but I have the wrong number.

Local office number: 410-308-8703
Toll-free number: 844-756-7500

I can’t remember my username.

If you forget your username, you’ll have to contact us (844-756-7500, 410-308-8703, or info@yourtrainingprovider.com) to retrieve it.

I can’t remember my password.

If you forget your password, you can click the Forgot Password? link on the log-in page and reset your password. Or you can call or email us (844-756-7500 or info@yourtrainingprovider.com) and we’ll change your password for you.

What if I don’t have a computer at home?

All training material can be accessed on any device with internet access (including smartphones and tablets) so you don’t have to have a computer at home to access your training courses. You might also consider visiting your public library or a public cybercafé.

I bought the wrong course – can I get a refund?&lt

If you made a mistake and purchased the wrong course, we’re happy to provide a refund as long as you have not started the training.

How long does it take to get a refund?

It typically takes between three and five business days to process a refund; it may take longer if a check was mailed to you.

How do I start a course?

When you log in you will be directed to the My Course page which lists the individual courses you are enrolled in. Click the Start button next to the course title to launch the course.

If you enrolled in a training program, instead of individual courses, please click the My Programs tab from the My Courses page.

I’m registered for training, but I don’t see any courses.

If you are registered for a training program, the courses inside the program will be available on the My Programs page. To access this page, click on the My Programs tab from the My Courses page.

I failed the post-test five times and now I’m locked out – what do I do?

Learners are given five attempts to pass the post-test. If you don’t pass in the first five tries, you will be denied further access to the post-test until someone contacts our office and asks for the test to be unlocked. If your employer set up your training, simply alert your supervisor that you can’t move forward and he or she can call or email us.</p> <p class=”sample”>If you purchased the training on your own, give us a call or email us and let us know what course you’re taking and we can re-set your test attempts.

What score do I need to pass a test?

You need to score 80% or better to pass a test.

How do I get my certificate of completion?

Learners can access their certificates of completion immediately following successful completion of a course. To find your certificate of completion, click on the Reports tab at the top of the page. On the Reports page you will see a certificate of completion for every individual course and training package you have completed.

I bought a training package with elective courses, but I don’t know how to add the courses.

We offer two types of training packages – one with set courses and one that allows learners to select courses.

When you purchase a training package that includes elective courses, click on the My Courses tab at the top of the page, then click on My Programs. Click the Start button next to the training program, and scroll down past the course description to see a list of every course that is available as part of that training program. Once you see the list of available courses, click the “Register” button next to the elective courses you wish to take. (If it’s a 10-hour package, you can select 10 courses; if it’s a 20-hour package, you can select 20 courses, etc.). You have already paid for the entire program so you will not be charged again to select the elective courses.

After you have chosen your courses, you should navigate back to the main program page and you can start training.

I took a course and now I don’t see it.

When you register for training courses, they will appear on the My Courses page until you complete them. Upon completion, the courses will be removed from the My Courses page. You can see a list of your completed courses on the Reports page.

My name is spelled wrong in my account (my phone number is wrong/my email is wrong, etc.)

You can alter any of the information in your account (except your username) by clicking the My Profile tab at the top of the page. Click Edit Profile to edit the information associated with your account.

My name has changed and I want to change my username.

If your name has changed and you want to update your username accordingly, just call our office and we can take care of that for you.

We hope this has been helpful. Remember, you can always reach out to us directly – and if we’ve missed anything here that would be helpful, please put it in the comments section so we can add it.

Customer Support:
Local office number: 410-308-8703
Toll-free number: 844-756-7500
Email: info@yourtrainingprovider.com