Support


Help Hours:
Weekdays: 9:00 a.m. - 9:00 p.m. EST
Weekends: 9:00 a.m. - 5:00 p.m. EST
We'll do our best to respond within 4 business hours

Commonly Asked Questions



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 any 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 click F11 or FN+F11 function keys on your keyboard to enter browser full screen mode. 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).

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) and you can return to it on your next visit.

HOW CAN I VIEW MY PURCHASE HISTORY AND OTHER ACCOUNT INFORMATION?

To view your purchase history, log into your account here 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.

How can I view my purchase history?
To view your purchase history please login, visit the My Learning section and all the purchased courses will be listed there along with the receipt.
How can I view my account information?
To view your account information please login, visit the My Learning section and click on the My Profile tab.

I RECEIVED MY CREDIT CARD STATEMENT AND IT SAYS I WAS CHARGED BY LEARNING LIBRARY INC., EVEN THOUGH I PURCHASED ONLINE EDUCATION FROM THE Kentucky REALTOR® Institute?

Learning Library Inc. (www.learninglibrary.com) is the education technology provider behind Kentucky REALTOR® Institute. Your purchase is valid and backed by a dedicated team of professionals and authorized by Kentucky REALTOR® Institute.

HOW DO I PAY?

Some courses are free however most require you to purchase. You can pay online easily by credit card or PayPal.
To purchase a course by check/cheque, please create an account at the Kentucky REALTOR® Institute 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., Kentucky REALTOR® Institute)
  • Send above to support@learninglibrary.com or call in the information at 1-877-762-9322.

Once we have payment:
  • The product purchased will be in your account once the funds have cleared.
  • You will be notified via email once the process has been completed.
  • If you require more information please contact our Customer Service team at support@learninglibrary.com.

HOW DO I PAY BY CHECK/CHEQUE?

To purchase a course by check/cheque, please create an account at the Kentucky REALTOR® Institute 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., Kentucky REALTOR® Institute)
  • Send above to support@learninglibrary.com or call in the information at 1-877-762-9322.

Once we have payment:
  • The product purchased will be in your account once the funds have cleared.
  • You will be notified via email once the process has been completed.
  • If you require more information please contact our Customer Service team at support@learninglibrary.com.

HOW DO I REQUEST A REFUND?

Refund requests cannot exceed the original purchase price (including discounts) as listed on the purchase receipt. Refunds for all products, except live webinars, are subject to a $15 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 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 within 30 days of payment. Requests later than 30 days will not be accepted. A $15 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 campus and click on My Learning. On this page you will see all your courses and a link to the receipt for each
  • Or contact our support team at support@learninglibrary.com and your receipt will be forwarded to you.
Note: no receipts available for Free courses

MY CREDIT CARD IS NOT BEING ACCEPTED

Please ensure your credit card information and billing address match exactly. If you continue to have difficulties, please try a different card or PayPal. If you continue to have issues please contact support@learninglibrary.com.

I FORGOT WHICH EMAIL ADDRESS I USED TO REGISTER?

If you have forgotten your email address, please contact support at support@learninglibrary.com

HOW DO I UPDATE / CHANGE MY NRDS ID?

Please contact your local association for all NRDS related items such as last name change or NRDS ID questions.

I FORGOT MY NRDS ID AND I AM UNABLE TO REGISTER.

Use 'find NRDS ID' by clicking here.

I FORGOT OR NEED TO CHANGE MY PASSWORD.

Use 'forgot password' functionality by clicking here.

HOW DO I UPDATE ACCOUNT INFO?

If you have forgotten or wish to change your password Use 'forgot password' functionality by clicking here.

HOW DO I ACCESS COURSES?

If you have not already registered or purchased a course then go to the catalog page and select which course you want to take by clicking on the course title box.

If you have already registered or purchased a course then simply login and resume your course by clicking on the course title.

The course title will also automatically update with your course progress.

HOW DO I EARN CE CREDITS

The CE Shop manages the CE credit program for most of the Kentucky REALTOR® Institute courses.
If your state is listed as approved for CE Credit, the CE credit, for the number of hours indicated, is automatically included at no additional charge. After a course is completed, you will be prompted to complete the remaining steps to earn your CE Credit (complete survey and digital signature). If for some reason you do not complete those steps immediately you can get to those steps in few ways:
  • you will receive an email from The CE Shop linking to those steps
  • they are linked from the My Learning page under the course title box
  • you can simply login at The CE Shop site to access a copy of your certificate at www.theceshop.com/login
If you are experiencing CE issues please contact CE Shop toll free at 1.888.827.0777 or support@theceshop.com.

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

WHAT IS THE DIFFERENCE BETWEEN THE COURSE AND CE COMPLETION AND EXPIRY DATES?

The CE Version of your course provides for two distinct outcomes: Successful completion meets course requirements. You must complete the course prior to the expiration date to earn that requirement. Plus most courses are approved for CE Credit. Each state has a unique deadline for completing the course. You must complete the course by this deadline to be awarded the CE credits. Note: Simply login to see your expiry date anytime on My Learning page under course title.

DID I SUCCESSFULLY COMPLETE THE COURSE?

Please login and My Learning will personalize to show you your personal catalog of courses. The course title will also personalize to show you progress. The orange banner will say if you are in progress or completed.

HOW DO I GET TO THE EXAM IN ILLINOIS?

Please login and My Learning will personalize to show you your personal catalog of courses. The course information will also personalize to show you which state you chose for CE. Ensure it says Illinois.
Click on the course title to launch your current position in the course. The exam is located after last module and has all Illinois proctor information. If you have completed the course successfully you must schedule your exam (proctored). A unique username and password must be received by contacting the CE shop at 888.827.0777 or support@theceshop.com.
Note there is no exam requirement in any non-CE courses.

HOW DO I GET TO THE EXAM?

Please login and My Learning will personalize to show you your personal catalog of courses. The course information will also personalize to show you which state you chose for CE. Note there is no exam requirement in any non-CE courses. Click on the course title to launch your current position in the course. The exam is located after last module.

HOW MANY EXAM ATTEMPTS DO I HAVE REMAINING?

Non-CE courses have no exam and unlimited attempts to successfully complete the course and module quizzes, however you must complete before a cycle before its expiry date, normally one year from date of purchase.

CE Courses: Please login and My Learning will personalize to show you your personal catalog of courses. The course information will also personalize to show you which state you chose for CE. Attempts clearly listed under course title box as well.

WHAT WAS MY EXAM SCORE?

NON CE versions have no exam and unlimited attempts to successfully complete the course prior to the expiry date, usually one year from purchase date.

Please login and My Learning will personalize to show you which courses you selected. If you have completed the course successfully the certificate and score will be clearly available under the Course title box. You also would have received via email. You can also login to your My Account and the certificate download link is next to the course title along with score.

WHAT WERE MY EXAM ANSWERS AND/OR WHICH DID I GOT WRONG?

Unfortunately, we are unable to distribute exam questions or answer information due to state regulatory rules.

I NEED A COPY OF MY COURSE CERTIFICATE OF COMPLETION (DIFFERENT FROM CE CERTIFICATE)

Please login and My Learning will personalize to show you which course you selected. If you have completed the course successfully the certificate will be clearly available under the Course title image. You also would have received via email. You can also login to your My Account and the certificate download link is next to the course title.

I NEED A COPY OF MY CE CERTIFICATE OF COMPLETION (DIFFERENT FROM COURSE CERTIFICATE)

Please login and My Learning will personalize to show you which course you selected. If you have completed the course successfully the CE certificate link will be clearly available under the Course title image. Click the link to login to The CE Shop for a copy of your CE Certificate. You also would have received via email.

Please contact the CE shop at 888.827.0777 or support@theceshop.com for any support needs.

WHEN DID I START OR COMPLETE THE COURSE?

Please login to My Learning or My Account and start and completions dates are clearly listed..

WHERE AM I IN THE COURSE?

Please login and click the course title box and course will automatically start where you last left off.

WHY DOES MY COURSE SAY I HAVE TO TAKE IT AGAIN FROM BEGINNING?

This message will only appear on the CE version of a course and indicates that you did not successfully pass the exam and all attempts have been exhausted and thus state rules say must retake the course from the beginning (at a fee) and retake exam until successfully completed.

WHY DOES MY COURSE SAY IT HAS EXPIRED?

All courses have expiry dates. Normally one year from date of purchase. Check course information page for specific expiry information.

WHICH STATE DID I SELECT FOR CE?

Please login and My Learning page will automatically personalize to show you which course you selected. If you selected the CE Version it will clearly state under the Course title which state you selected. You also would have received via email.

I HAVE A COURSE IN MY ACCOUNT AND I AM HAVING TROUBLE ACCESSING IT?

Your course has most likely expired. Courses 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 complete your course, the course will need to be re-purchased in full.

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 clicking the F11 key on your keyboard when you launch the course, this will enable most courses to go into full screen mode; click F11 or ESC key to exit the full screen mode.
Check your browser zoom level, it needs to be at 100% in order for the course to display properly.

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?

The 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.

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.
You will be automatically logged in and may either click on "post" to create a new topic or you can select an existing topic and reply.
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 to do it.

MY AUDIO OR VIDEO ISN'T WORKING

Many course pages have audio or video.
If you are having trouble viewing or hearing please ensure the volume and speakers are turned on. Check that your browser is updated to the most current version (click here for System Detect if you are not sure).

I CAN'T MOVE FORWARD TO THE NEXT PAGE OF THE COURSE/PAGE IS STUCK.

Most course pages have activities that must be viewed to proceed to the next page. Please confirm you have 'clicked' on all items (buttons, images, bullets, etc.) on the page.

HOW MANY TIMES CAN I TAKE A FINAL EXAM?

Unless you are taking the course for CE credits 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. If you require additional attempts a $25 fee is required. NOTE: the exam retake will include the same amount of attempts as did your initial exam.

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 crd@realtors.org. Note 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 "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 SUCCESSFULLY COMPLETED THE COURSE AND/OR EXAM AND DID NOT RECEIVE MY CERTIFICATE?

Shortly after completion, a certificate is sent via email to the email we have in your account. You must successfully complete a course before a certificate will be sent. If you have not received a course completion certificate via email within 1 hour after you have successfully completed your exam or course, please consider the options below:
  • Check your email junk box or a spam box
  • Login to the My Learning section and click on the Certificate box below the course box
  • Login into your My Account and click on the certificate beside the course title
  • 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.

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 timeframes and exam specifications. Your course needs to be approved for CE in a particular state at the time of purchase in order to be eligible. State approvals for CE credit that occur after the purchase date of your course will not be honored.

I DID NOT RECEIVE MY CE CONFIRMATION (EMAIL)?

Please note there are two certificates:
  1. The Course Completion Certificate confirms you have completed the course successfully and is provided here
  2. A separate CE certificate confirms you have met the CE credit requirements for your state and is provided by The CE Shop.
To access your CE certificate:
  1. Please login to verify you successfully completed the course. CE credit is not available until after successful completion of the course.
  2. After successful completion of the course:
    • You will receive a confirmation email from compliance partner, The CE Shop. Please check your email and your spam folder for the email from The CE Shop.
    • IMPORTANT: You will need to complete additional steps to earn your CE credits. They are linked from the My Learning page under the course title box (complete survey and digital signature).
    • After you have completed these steps you will receive via email or you can simply login at The CE Shop site to access a copy of your certificate at www.theceshop.com/login
    • If you are still experiencing CE issues please contact CE Shop toll free at 1.888.827.0777 or support@theceshop.com.

HOW DO I KNOW IF MY COURSE HAS CE CREDIT ASSOCIATED WITH IT?

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

MY CE CREDITS WERE NOT REPORTED TO STATE?

Please note there are two certificates:
  1. The course certificate confirms you have met the course requirement.
  2. The CE certificate confirms you have met the CE credit requirements for your state and is provided by the CE Shop.
To access your CE certificate:
  1. Please login to verify you successfully completed the course. CE credit is not available until after successful completion of the course.
  2. After successful completion of the course:
    1. You will receive a confirmation email from compliance partner, The CE Shop. Please check your email and your spam folder for the email from The CE Shop.
    2. IMPORTANT: You will need to complete additional steps to earn your CE credits. They are linked from the My Learning page under the course title box (complete survey and digital signature).
    3. After you have completed these steps you will receive via email or you can simply login at The CE Shop site to access a copy of your certificate at www.theceshop.com/login
    4. If you are still experiencing CE issues please contact CE Shop toll free at 1.888.827.0777 or support@theceshop.com.

HOW LONG DO I HAVE TO OBTAIN CE CREDIT FOR A COURSE?

CE course expirations 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

WHAT DO I NEED TO DO ON MY END TO MAKE SURE I OBTAIN CE CREDIT?

  • Choose your CE state during purchase process
  • Complete the course successfully
  • IMPORTANT: You will need to complete additional steps to earn your CE credits. They are linked from the My Learning page under the course title box (complete survey and digital signature).
  • After you have completed these steps you will receive CE certificate via email or you can simply login at The CE Shop site to access a copy of your certificate at www.theceshop.com/login

If you are still experiencing CE issues or have any questions regarding the CE administration process, please contact CE Shop toll free at 1.888.827.0777 or support@theceshop.com.

WHAT DO I DO IF I DESIRE CONTINUING EDUCATION (CE) CREDIT IN MULTIPLE STATES?

Once you have successfully completed the course, you are able to purchase additional CE certificates for your desired state(s) through your account at www.theceshop.com. The CE Shop will list the states that have additional certificates available for purchase within your account and will display the additional applicable fee(s). You will have 90 days after completing the course to purchase additional state credits. If you do not know your login and password for your account for The CE Shop website please contact The CE Shop support team at 1-877-827-0777 or via email at support@theceshop.com.

Please note that some courses may not have CE credit approval in all states or the course(s) may be approved for different number of CE credit hours. To find out if your course has CE approval in your desired state(s) visit the course product page at www.learninglibrary.com/kreef or contact our support team at support@learninglibrary.com.
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