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Frequently Asked Questions.

• A course that I purchased does not appear in my account.
• Can I complete quizzes multiple times?
• Can I modify my ProSchools account information?
• Can I review my order, its status, tracking number, and view a receipt?
• Can I review quizzes I’ve taken to see what I answered correctly/incorrectly?
• Can I review the Final Exam to see what I answered correctly/incorrectly?
• Can I take the Final Exam again after I’ve passed it?
• How Can I Get Adobe Acrobat Reader?
• How Can I Get Adobe Flash Player?
• How do I get a duplicate copy of my Certificate of Completion?
• How do I print or save my Certificate of Completion?
• How do I receive my Certificate of Completion (Completion Record)?
• How does ProSchools protect my transaction and account information?
• How much time have I spent studying the course?
• I am unable to view my Certificate of Completion (Completion Record).
• I can’t take my final exam, it won’t unlock.
• I have a question about a course subject or quiz and need instructor support.
• I lost the connection to my quiz or exam. Can I login and resume where I left off?
• I need a Certificate of Completion for a state other than the one named on my certificate.
• I need to change my name as it appears on my Certificate of Completion (Completion Record).
• I want to register for a ProSchools account, but don’t have an email address.
• I’d like to request a refund, who should I contact?
• I’m having problems passing my final exam. Where can I get help?
• I’m having problems viewing course lessons, what should I do?
• I’m having problems viewing PROactive exercises
• I’m having problems viewing ProSchools Reviews
• I’m not seeing a score for the quizzes I’m taking.
• I’ve clicked “Forgot your password?” and entered my email address, but have not received an email with my new account password.
• I’ve failed all final exams provided in my course, what do I do?
• I’ve forgotten my password, what should I do?
• I’ve forgotten my username and/or my password.
• I’ve purchased a ProSchools course, now what do I do?
• My course is listed as “expired” and is not accessible.
• What are “Lessons”?
• What are “Reviews”?
• What are PROactive exercises?
• What are the system requirements for ProSchools online courses?
• What is ProSchools' Shipping Policy?
• Who can act as my exam proctor?

Answers

A course that I purchased does not appear in my account.
ProSchools online courses are instantly added to your account once your transaction is complete. If you can’t locate a course you’ve purchased, make certain that you are logging into the correct account. If you are unable to locate the correct account login information, contact our customer service staff at 800-452-4879, or at psservice@proschools.com.


Can I complete quizzes multiple times?
Yes, you can complete a quiz, in both the “Open Review” and the “Scored” styles, as many times as you desire.


Can I modify my ProSchools account information?
Customer account information, including your billing and shipping address, email address, and any saved credit card information can be updated by logging into your account and clicking the “My Account” link at the top of the screen. In order to change your first, middle, or last name, you will need to contact ProSchools Customer Service at 800-452-4879, or psservice@proschools.com.


Can I review my order, its status, tracking number, and view a receipt?
You can review details of your order by logging into your ProSchools account, clicking the “My Account” link and scrolling to “My Order History”. Order details including order status and tracking number are listed, as well as a link to your receipt.


Can I review quizzes I’ve taken to see what I answered correctly/incorrectly?
You can review quizzes that you’ve taken in the past by clicking the link for the quiz or exam in the Table of Contents. Each quiz will be listed below “Quiz Scores”, along with the date and time you took the quiz and your score. Click the “open” link in the “review” column. Your quiz will display, showing the answers you selected, along with an indication as to whether your selection was correct or not. Please note that your quizzes are immediately available for review, whether you’ve passed them or not, while your Final Exam will not be available for review until it has been passed.


Can I review the Final Exam to see what I answered correctly/incorrectly?
In most* jurisdictions you are allowed to review your final exam after you have passed it. Click on the “Final Exam” link in the table of contents. Your exam will be listed below “Exam Scores”, along with the date you took the exam and your score. Click the “open” link in the “review” column. Your exam will display, showing the answers you provided, along with an indication as to whether your selection was correct or not.  *Courses offered for California BRE Continuing Education credit do not offer this feature because the BRE does not allow it.*


Can I take the Final Exam again after I’ve passed it?
No, your Final Exam will be locked after you successfully pass it. However, you can retake your course quizzes as many times as you’d like.


How Can I Get Adobe Acrobat Reader?
Adobe Reader is available free of charge from the Adobe website. If you are unsure whether you have Adobe Reader installed, visit the Adobe website at www.adobe.com, click the “Get Adobe Reader” button and follow the download instructions.


How Can I Get Adobe Flash Player?
Adobe Flash is available free of charge from the Adobe website. If you are unsure whether you have Adobe Flash installed, visit the Adobe website at www.adobe.com, click the “Get Adobe Flash Player” button and follow the download instructions.


How do I get a duplicate copy of my Certificate of Completion?
If the Certificate of Completion for your course was provided online, you can access a copy of it by logging into your ProSchools account, clicking on “My Courses”, and clicking on the Completion Record icon next to your course. Each course that has been completed will display a link to the Certificate of Completion under the “Completion Record” column.


How do I print or save my Certificate of Completion?
You can save or print your certificate of completion (completion record) when you are viewing it by clicking the “Save” or “Print” icons in the Adobe Reader application. These buttons should appear toward the top of your screen.


How do I receive my Certificate of Completion (Completion Record)?
Most ProSchools courses present your Certificate of Completion, also known as your Completion Record, online after you have completed all course requirements, passed a Final Exam, and submitted an online course evaluation. You may access a copy of your Certificate of Completion after you have completed your course, by logging into your ProSchools account, clicking on “My Courses”, and clicking on the Completion Record icon next to your course.


How does ProSchools protect my transaction and account information?

ProSchools is fully committed to protecting your privacy. We will only use your information to efficiently fulfill your order, deliver educational services, and notify you of our products and services. ProSchools will never sell, trade, or rent your personal information to third parties.

All personal information transmitted as part your online order, and any credit card information you elect to store within your ProSchools account, is encrypted using secure (256 bit SSL) technology.


How much time have I spent studying the course?
If your course requires a minimum study (logged in) time, a link to your “Timesheet” will appear in your course Table of Contents. Click on “Timesheet” and a full listing of time spent in your course will appear.


I am unable to view my Certificate of Completion (Completion Record).
In order to view your Certificate of Completion (completion record), you need to have the latest version of Adobe Reader installed on your computer. Adobe Reader is available free of charge from www.adobe.com. If you are having problems displaying your Completion Record, or are unsure whether you have Adobe Acrobat Reader installed, follow the directions in our Technical Note “Updating Your Adobe Reader Software.”


I can’t take my final exam, it won’t unlock.
Your final exam will unlock after you’ve satisfied all course requirements. Specific requirements for a course are located in your course instructions which are accessible from your courses table of contents. In most cases, you will need to make sure you’ve passed all course quizzes (look for a green checkmark next to each quiz and chapter). For some courses, you will also need to insure you’ve satisfied the courses logged time requirement. Click on the “Timesheet” in your courses Table of Contents to view time spent in your course. If you do not see a “Timesheet” in your Table of Contents, the course you are taking does not have an online time requirement.


I have a question about a course subject or quiz and need instructor support.
ProSchools instructors are here to assist you. You can email your questions to psinstructor@proschools.com or call ProSchools Customer Service at 800-452-4879.


I lost the connection to my quiz or exam. Can I login and resume where I left off?
This may have been caused by a loss in your connection to the internet. For security reasons, ProSchools does not save your quiz or exam until completion. If your computer loses connection to our server prior to your completion of the quiz or exam, you will need to begin again. If you experience this problem we ask that you contact our Technical Support staff, as we do want to track its frequency. We also suggest you contact your Internet Service Provider (ISP).


I need a Certificate of Completion for a state other than the one named on my certificate.
If you need a certificate for a state other than the one named on your original certificate, please contact our Regulatory Department at 800-452-4879. We will confirm the validity of your course for the state you request, and if acceptable, will issue a certificate. There is a nominal fee for additional state certificates.


I need to change my name as it appears on my Certificate of Completion (Completion Record).
The name displayed on your Certificate of Completion is the name that is associated with your ProSchools account. In order to change the name on your account you will need to contact ProSchools Customer Service at 800-452-4879 or at psservice@proschools.com.


I want to register for a ProSchools account, but don’t have an email address.
ProSchools uses your email address as your account login ID. If you do not have an email address, please call our sales team and they’ll be happy to assist you. You can also create an email address for yourself using one of the many services that offer free email accounts. Here are recommendations from About.com: Top 16 Free Email Services.


I’d like to request a refund, who should I contact?
Requests for refunds can be made by emailing psrequests@proschools.com. All refund requests need to be made in writing.


I’m having problems passing my final exam. Where can I get help?
ProSchools instructors are available to assist you. You can email your questions to psinstructor@proschools.com or contact Customer Service Department at 800-452-4879 or psservice@proschools.com.


I’m having problems viewing course lessons, what should I do?

Clicking a “Lesson” in your courses table of contents should display the chapter lesson (a PDF document) in your browser. If you do not see the lesson, you may need to clear your internet browsers ‘temporary internet files’ or install or update your Acrobat Reader software. This software is available free of charge.

To resolve your problem, follow the steps below.

  1. Delete your Internet Browsers “temporary files” by following the instructions in our Technical Note “Deleting your Temporary Internet Files”.

  2. If you continue to have problems, we recommend you reinstall Adobe Reader software. This will also insure you are using the latest version of Adobe Reader. Detailed instructions on reinstalling Adobe Reader can be found in out Technical Note “Updating Your Adobe Reader Software”.

If you have closely followed the procedures above, and are still having problems viewing ProSchools lessons, we recommend you contact ProSchools Technical Support at 800-299-3606 or at pssupport@proschools.com.


I’m having problems viewing PROactive exercises
Clicking a “PROactive Exercise” in your course table of contents should display the exercise in your browser. If you do not see the exercise, you may need to install or update your Acrobat Flash Player software. Verify that you have the latest version of Adobe Flash Player installed on your computer. If you are still having problems, please visit our Technical Note “Installing or Updating Adobe Flash Player”.


I’m having problems viewing ProSchools Reviews
Clicking a “Review” in your course table of contents should display the multimedia review slideshow in your browser. If you do not see the review, you may need to install or update your Acrobat Flash Player software. Verify that you have the latest version of Adobe Flash Player installed on your computer. If you are still having problems, please visit our Technical Note “Installing or Updating Adobe Flash Player”.


I’m not seeing a score for the quizzes I’m taking.
ProSchools quizzes can be taken in one of two styles, “Open Review” or “Scored”. You will select the style when you enter the quiz. “Open Review” quizzes are not scored and do not result in a score recorded to your records. “Scored” quizzes are scored and do result in a score recorded to your records. To complete your course, you must pass all quizzes in “Scored” style.


I’ve clicked “Forgot your password?” and entered my email address, but have not received an email with my new account password.
An email with your new password will be sent from ‘service@proschools.com’ to the email address you entered. Under some circumstances this email will be diverted into your email applications ‘spam’ folder. If you can not locate the email with your new password, we suggest you contact ProSchools Customer Service at 800-452-4879 or psservice@proschools.com.


I’ve failed all final exams provided in my course, what do I do?
If you fail to pass all final exams provided in a course, please contact ProSchools Customer Service at 800-452-4879 or at psservice@proschools.com.


I’ve forgotten my password, what should I do?
If you’ve forgotten your password you can click on the “Forgot your password?” link on the ProSchools account login page and enter your email address. Your password will be reset and emailed to you. If you need assistance with this you can always contact ProSchools Customer Service at 800-452-4879 or psservice@proschools.com.


I’ve forgotten my username and/or my password.
If you suspect you’ve forgotten your password, click the “Forgot your password?” link on the account login page and enter your email address. If an account exists under that email address, the password will be reset and emailed to the address entered. Your account ID is most commonly the email address you provided when your ProSchools account was created. If you suspect that you’ve forgotten your account ID, we suggest you contact ProSchools Customer Service at 800-452-4879 or psservice@proschools.com.


I’ve purchased a ProSchools course, now what do I do?
This depends on the type of ProSchools course you’ve purchased. ProSchools online courses can be accessed immediately after concluding your purchase. Go to www.proschools.com, click the “Student Login” link and enter your account ID and password. Your courses will be listed under “Enrolled Online Courses”. ProSchools workbook courses will usually be shipped to you the next business day following your order. After you receive and complete the workbook material, login to your ProSchools account and complete the online final exam. ProSchools classroom courses can be ordered online, however enrollment in a specific scheduled class be must be done by phone. A ProSchools course consultant will contact you to schedule your class.


My course is listed as “expired” and is not accessible.
ProSchools online courses expire after a defined enrollment period. If you need to access your course after it has expired, please contact ProSchools customer service at 800-452-4879, or at psrequests@proschools.com.


What are “Lessons”?
ProSchools’ Lessons provide the reading material for your course. Lessons are stored in Adobe’s “Portable Document Format” (PDF). In order to view these PDFs you need to have the latest version of Adobe Reader installed on your computer. Adobe Reader is available free of charge from the Adobe website. If you are unsure whether you have Adobe Reader installed, visit the Adobe website at www.adobe.com, click the “Get Adobe Reader” button and follow the download instructions.


What are “Reviews”?
ProSchools Reviews are summaries of important topics and ideas discussed in the chapter. In order to watch and listen to the Review, you must have a current version of Adobe Flash player installed, and a working set of speakers or a headset. Adobe Flash is available free of charge from the Adobe website. If you are unsure whether you have Adobe Flash installed, visit the Adobe website at www.adobe.com, click the “Get Adobe Flash Player” button and follow the download instructions.


What are PROactive exercises?
PROactive exercises are designed to focus on key concepts and provide a fun way for you to reinforce your learning. PROactive exercises include drag-and-drop exercises, tic-tac-toe games, matching exercises, maze games, scenarios, flashcards, wild card exercises, and more. Proactive exercises are especially well liked by learners who learn by being active. In order to view PROactive exercises, you need to have a current version of Adobe Flash Player installed on your computer. Adobe Flash is available free of charge from the Adobe website. If you are unsure whether you have Adobe Flash installed, visit the Adobe website at www.adobe.com, click the “Get Adobe Flash Player” button and follow the download instructions.


What are the system requirements for ProSchools online courses?

To access ProSchools online courses, you’ll need a computer and a reliable connection to the internet (either a high quality dial-up or preferably a broadband connection such as cable or DSL). Additional requirements are listed below.

Windows
Intel® Pentium® III or equivalent processor
Microsoft® Windows 7, 8+
1GB of RAM
Microsoft Internet Explorer 11+, Firefox 3.0+
Adobe® Acrobat Reader Software*
Adobe® Flash Player Software*

Apple Macintosh
PowerPC®
G3, G4, G5 or Intel® processor
Mac OS X v10.4.3 to v10.4.9, v10.5.0 and above
128MB of RAM
Safari 3 (if using Mac OS X Tiger 10.4.9 or later), Firefox 2.0
Adobe® Acrobat Reader Software*
Adobe® Flash Player Software*

      * Downloadable free of charge at www.adobe.com.


What is ProSchools' Shipping Policy?
You can review details of your order by logging into your ProSchools account, clicking the “My Account” link and scrolling to “My Order History”. ProSchools will ship your materials via UPS ground or Next Day Air. An estimate of your shipping cost can be viewed prior to checkout. Our goal is to process all orders within 24 hours of receipt. Orders are processed and shipped during regular business hours (Monday through Friday 8:00AM - 5:00PM PST, excluding holidays). For information regarding shipments to US Territories or international shipments/billing please call 800-452-4879 or email us at pssales@proschools.com . Please note, at this time we are unable to ship to P.O. Box addresses.


Who can act as my exam proctor?
Some ProSchools courses require a proctor be present as you complete your final exam. For specific information as to who can qualify as a proctor for your course, see your course instructions. In most cases, the proctor may be any DISINTERESTED third party. The proctor may NOT be any person with a vested interest in your success (family member), a person in a supervisory role, or someone under your supervision (employee). A proctor validates your identity via ID card, ensures you use no notes or books while taking the exam, and provides you with a distraction-free environment. Full instructions for you and the proctor will be provided on screen when you start your exam.