If you don't find the answer to your question(s) under any of the Help categories listed below, please contact us. We would be glad to assist you with any questions that you might have.
Registration
I am trying to register for an account, but when I do, I receive an error message that says "Username Exists" and I cannot go any further. How do I complete the registration process?
This error message means that another user has already registered using the username you are trying to create. We suggest creating a more unique username. For example, if John Doe wants to register as a new user, do not enter in a username of John or jdoe; use something that is more unique like jdoe385.
I am trying to register for an account, but when I do, I receive an error message that says "Email Exists" and I cannot go any further. How do I complete the registration process?
This error message means that another user has already registered using this same email address. If this was you, please use the "Password Reset" function on the login page and your login credentials will be reset and emailed to you. Note: If you have registered on MaxKnowledge or any of the other partner sites, you do not need to register again. Please use the same login credentials.
Password Issues
My password was reset, and now I want to update it to personalize it. How do I do that?
Once logged in, click on your profile in the upper right corner, and then click on "Account Settings." Enter the new password you would like to create under "Password" and then again under "Confirm Password," and then click on "Update" to save. The next time you login, use the new password that you selected.
I am trying to reset my password but when I tried to retrieve it, the system said "No such email address exists." What should I do?
If you receive this message, it means that the system is unable to reset your password because the email address you entered is not in our system. Check that you have entered your email address correctly (i.e. there are no typographical errors). If you still receive this error message, this email address has not been used to register a profile in our system.
Enrollment Key Purchasers
I am trying to make a purchase, but I keep receiving an error message that says: "Error Code 2." How do I resolve this?
Typically, the error code message "Error Code 2" indicates there is a problem with the credit card issuer. They may have blocked the transaction, prevented the transaction from being authorized, or there could be insufficient funds to cover the transaction amount. Our recommendation is to contact your credit card company to see why the transaction was blocked and then try to complete the transaction again.
When and how will I receive the keys I purchased via a check?
Once a check is received in our office, two emails are sent to the address entered on the purchase form. The first email is a receipt for the transaction, and the second one lists the information pertaining to the keys. The keys will also be visible in your Key Panel, which you can access once logged in by clicking on your profile and then using the dropdown to select "Key Panel." Note: To see your keys in your Key Panel, the email address entered into the purchase transaction must match the email address in your profile.
I lost my receipt. How can I obtain another copy of it?
You can view all receipts once logged in by viewing your Key Panel, which you can access by clicking on your profile and then using the dropdown to select "Key Panel." Then click on the "Purchases" tab to see the receipts for all your transactions. Note: To see your keys in your Key Panel, the email address entered into the purchase transaction must match the email address in your profile.
Where can I find the keys that I purchased?
Once logged in, please click on your profile (in the upper right corner) and use the dropdown to select "Key Panel." Your Key Panel allows you to view your enrollment keys and assign unused keys to others. In addition, you can monitor the usage of your keys and track activities and certificates.
The keys I purchased are not appearing in my Key Panel. How can I access them?
Please check the receipt that was emailed to you and ensure that the email address entered into the purchase transaction is the same one you have in your profile, as these must match exactly. (If you are not sure what email address is tied to your profile, once logged in, click on your profile in the upper right corner and choose "Account Settings.")
How do I assign keys to my team?
Once logged in, please visit your Key Panel. You can access your Key Panel by clicking on your profile and then using the dropdown to select "Key Panel." Your Key Panel allows you to assign unused keys to others, monitor the usage of your keys, and track activities and certificates. To assign a key(s) to your team members, simply click on the "Assignments" tab within your Key Panel and enter in the email address of the person you wish to assign a key to, and the number of keys you wish to assign. They will then receive an email letting them know you have assigned them a key(s). PLEASE NOTE that enrollment keys can be used to access any of the online courses. If there is a specific course that you wish for someone to take, please let them know.
Enrollment Key Users
I used my key to enroll in a course. How long can I take to finish it?
You have access to the course for 1 year from the date of enrollment and can study the course content on your own schedule during this period. We recommend that you complete the course over a period of 4 weeks. All courses are asynchronous so you can login and logout as many times as you wish during the enrollment period. You need to allocate about 4 hours for completion of each course.
I received an email from my administrator assigning me a key. How do I use it?
Once you have logged in, if you have been assigned a key it will automatically appear for you to use in a dropdown before entering any online course. If you have been provided a key through any other means, you can manually type in the key when enrolling in your desired course. NOTE: If you have not yet registered on the site, you will need to register by establishing your login credentials. Please make sure that the email address you enter into your profile is the same email address your key assignment notification was sent to.
How can I share course completion information for my faculty & staff with other administrators, state agencies and/or accrediting bodies?
You can share course completion information with third parties once logged in by clicking on your name and then "Report Sharing." Then, click on the tab "Share Your Report" and fill in the required fields. An email will be sent to the recipient with the report access information and you will be copied on the email. You can track whom you have shared reports with by clicking on the "Manage Shared Reports" tab.
Training Courses
How do I enroll in an online course?
Simply enter your Enrollment Key and click Enroll. You must login to access the course.
Can I enroll in a course at any time?
Yes. You can enroll in our online courses at any time. Our online courses are offered in a format that allows continuous enrollment.
Do I have to commit to a certain schedule?
You can study the course at your own schedule during your enrollment access period. Our online courses are offered in an asynchronous format. You need to allocate about 4 hours for completion of each online course.
How long can I take to complete a course?
Once you enroll in an online course, we recommend that you complete the course over a period of 4 weeks.
How fast can I finish a course?
Each course takes about 4 hours to complete and you can complete the course at your own pace. However, we recommend that you give yourself at least 4 days to allow time for peer-to-peer interactions, learning and sharing.
Can I print the course materials?
Yes. You may print the course materials for your own use only. You cannot copy or distribute the materials to anyone. Our copyright and other notices are described in our Terms of Service.
Do I need to download plug-ins to take an online course?
No. All you need is a web browser with the standard plug-ins and an Internet connection. We have designed our courses to make them accessible to anyone, anywhere, at anytime, even with the slowest Internet connections.
Do I get CEUs for completion of an online course?
Yes. We award a Certificate of Completion with 4 hours of Continuing Education for successful completion of each online course.
I failed my final quiz. What should I do, as I want to complete the course?
You can retake the assessment if you don't pass it the first time. You have the ability to reset the final quiz by clicking on the "Reset" button on the final quiz page. Please study the entire course content before taking the assessment again.
Course Certificates
Do you award certificates and CEUs?
We award a Certificate of Completion with 4 hours of Continuing Education for completion of each online course. Please note that we do not award CEUs for completion of lessons or tutorials.
Where can I find the certificate of completion for the course(s) I have completed?
In order to receive your certificate of completion, you must pass all quizzes successfully and complete the course survey. You should ensure that the minimum requirements of the course have been met. Your certificate of completion will then be immediately available in the course to view / print / download. You can also view your certificate(s) of completion by clicking on your name and then "My Certificates."
How long does it take to receive my certificate?
We will award you a Certificate of Completion with 4 hours of Continuing Education Credit upon successful completion of all course requirements. The certificate will be immediately available for download at the end of the course.
Can I access my certificates/CEUs at any time?
Yes. Login to the site and click on 'Certificates' under your name. Note: your name appears in the top navigation area after you login.
Are your CEUs accepted by other organizations?
Our CEUs are granted based on generally accepted standards. However, any organization has the right to accept or reject our CEUs, just like credit hours provided by one college may or may not be accepted by another college.
Course Badges
What are the benefits of course badges?
Our digital badges are powered by open badge technology, which make them verifiable, sharable and portable. Visit https://openbadges.org/earn to learn more about the benefits of open badges and how you can collect, organize and share open badges issued by different organizations.
How can I access my course badges?
You earn a badge when you complete a course, allowing you to access it right away. Later, you can access your badges by clicking on your profile and then "Badges." You can also access your badges in your chosen "Backpack" such as Badgr Backpack: https://badgr.com/backpack/badges.
CHEP Credential
How do I know which courses count towards each CHEP credential?
Once logged in, please click on your name and then "CHEP Status." This will show you what courses need to be completed for each credential and you can also view your progress towards each credential.
How can I be sure that I have completed all the requirements to receive my CHEP credential?
Once logged in, please click on your name and then "CHEP Status" to view your progress towards each credential.
I completed 12 courses but was not awarded my CHEP credential. Why not?
In order to receive your CHEP credential, you must complete 12 courses in a specified training area. You can view which courses count towards which CHEP credential once logged in, by clicking on your name and then "CHEP Status."
I just completed 12 courses to obtain my CHEP credential. How do I access it?
Please allow 24-48 hours for your CHEP credential to be processed from the time that you completed your 12th course. At that time, you will receive an email containing your certificate code so that you can view / print / download your CHEP credential from www.cheponline.org. You can also check your CHEP Status once logged by clicking on your name and then "CHEP Status."
How do I obtain the access code to obtain my CHEP credential?
If your CHEP credential was awarded, you should have received an email with your certificate code within 24-48 hours of completion of your 12th course. You can also obtain your certificate code once logged by clicking on your name and then "CHEP Status." The certificate code can then be used to view / print / download your CHEP credential from www.cheponline.org.
How do I maintain my CHEP credential?
You must complete 8 hours of continuing education (any 2 courses) from an approved training provider.
I just completed 2 courses to maintain my CHEP credential. How do I know this information has been received and my CHEP Status has actually been maintained?
All records are stored electronically and processed automatically upon completion of your course(s). You can view your CHEP Status once logged in by clicking on your profile, and then "CHEP Status."
I completed the 8 hours of continuing education to maintain my CHEP credential but the date on my credential doesn't show a current date. Why not?
For as long as you complete your annual continuing education requirements on a timely basis, your credential will remain active as of the original date of award. The CHEP credential is not renewed, it is maintained via continuing education.
How do we add the CHEP seals to our institution's website?
You can display the appropriate Recognition Seals on your institution's website(s) to let your students and prospective students know about your commitment to teaching and service excellence. Please visit https://www.cheponline.org/seals to learn more about placing the appropriate seal(s) on your institution's website.
I have completed online courses in the past. How do I know if they are approved and count towards obtaining my CHEP credential?
A list of approved training providers is available by visiting http://www.cheponline.org/training-providers. Any courses you have completed via an approved training provider will count towards your CHEP credential.
