Help and Support

Help and Support

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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:
Payment Related Questions
Customer Service
Course Content Inquiry

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 Sevice FAQ:

Payment Related Questions

  1. How can I view my purchase history and other account information?
  2. I heard all NAR members should get 10% discount on any product?
  3. I received my credit card statement and it says I was charged by Learning library Inc, although I ole?

    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 not yet available, but we are working on obtaining approvals in numerous states.

    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.

    When will the online courses be available?

    Students who complete Day 1 in the classroom can complete Day 2 online through REALTOR® University. The 2-day online course bundle will be available in a few months. Please email epro@realtors.org to be put on a notification list for the online course.

    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.

    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.

    I have completed the 2-day e-PRO® curriculum. How soon can I start promoting my new e-PRO® certification?

    Upon completion of the 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 nly purchased course from REALTOR® University?

  4. I want to pay with check? How?
  5. How to request refund?
  6. Can I transfer my payment from one course to another or even to a classroom course?
  7. I need receipt faxed to me.
  8. How long can I access my course? Can I get an extension?

  1. How can I view my purchase history and other account information?

    To view your purchase history go to http://www.learninglibrary.com/REALTORuniversity and log into your account. Click on ‘Learner Profile” link and then select “View Billing and Order History’. The next screen allows you to change your billing address as well as display all the products you have purchased and along with your receipts

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  2. NAR members receive a 10% discount on any product?

    This is incorrect. Only NAR members who arrive to RU by clicking on the link from REBAC’s site are eligible to receive a 10% discount on select REBAC products. NAR members must provide their NRDS number in their profile to be eligible for this promotion.

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  3. I received my credit card statement and it says I was charged by Learning Library Inc., although I only purchased course from REALTOR® University?

    Learning Library Inc. is the technology provider behind REALTOR® University. We are partners and technology experts hired by RU to support NAR’s members by providing you with the best customer service possible. Your purchase is valid and backed by a dedicated team of professionals

    133 Richmond Street West, Suite 303
    Toronto, Ontario M5H 2L3
    Phone: 416-703-8674
    Fax: 416-703-8675

    When the cheque is processed, we will contact you and assist with adding the product to your profile. If you require more information please contact us.

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  4. How do I pay by check?

    You may purchase a course without using a credit card. Register yourself on REALTOR® University, but don't purchase any products until we receive the cheque and process it. Checks may be remitted to:
    Attention: Learning Library Inc.

    133 Richmond Street West, Suite 303
    Toronto, Ontario M5H 2L3
    Phone: 416-703-8674
    Fax: 416-703-8675

    When the cheque is processed, we will contact you and assist with adding the product to your profile. If you require more information please contact us.

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  5. How to request 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 online course, excluding Live Webinars. NO refunds will be granted for Archived Webinars and Video Center subscriptions.

    Contact our Customer Service team via support@learninglibrary.com or leave the following information at 1-877-762-9322. Please provide the following information:

    1. Your name in full
    2. The product name purchased
    3. The reason for the refund
    4. No credit card information required for refund*
    5. The information contained in this Refund Policy supersedes any verbal or other written information that anyone may receive regarding this policy.

    *Refunds will be credited to the same credit card the original purchase was made on.

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  6. Can I transfer my payment from one course to another or even to a classroom course?

    Please send you request to support@learninglibrary.com with the following information attached:

    1. Your full name
    2. The product name purchased
    3. The reason for transfer

    Decisions on fee transfers are done on case-by-case basis.

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  7. I need receipt faxed to me.

    If you need your receipt faxed to you please contact Support at support@learninglibrary.com with the following information included:

    1. Your full name
    2. The product name purchased
    3. Your fax number
    A faxed receipt will be sent within 24 hours

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

    Unless otherwise noted, you will have complete access to your course for six months from the date of purchase (unless your state’s CE requirements are different). At that time the course will expire. Following the six months, up to 2 three-month extensions can be purchased for $49 each.

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  9. I forgot my username or password.

    To reset your username/password please click on the ‘Forgot your password?’ link located either on RU Home Page or RU Catalog, then follow instructions. You will be sent a temporary password that will allow you to login into your account and setup new one.

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

    If you have not received a course completion certificate via email 24 hours after you have completed your exam or course please contact our support team at support@learninglibrary.com and your certificate will be forwarded to you.

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  11. When I try to access a discussion forum, I get a login screen and my username/password is not accepted. How do I post new messages?

    To access discussion forums, you do not need to log in. Click on the module that you are working on and it will bring up the discussion topics. From there, click on ‘post’ to make a new topic or you can click on an existing one and then click on it to reply. Discussion forums are learning tools and in most cases do not have a bearing on the course.

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  12. 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?

    Most new courses in our catalog automatically bookmark your place as you progress through the course.

    If a course has the BOOKMARK button in the top right corner 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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  13. I purchased a course but after clicking on ‘Launch Course’ link 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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  14. I cannot move forward in my course. The arrow pointing to the next page is grayed out.

    Most of the courses contain one or more hurdles which are mandated and required by the state or provincial regulators. Please make sure that you click on every single object (box, link, icon or image) and listen to the audio (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 email support@learninglibrary.com .

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  15. I completed the exam and I want to dispute questions and/or answers.

    If you wish to discuss any of the content related issues please contact the appropriate course provider. Please click here for the list and contact information of the course providers.

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  16. I cannot display the full screen properly; the screen is cut off.

    Please note that minimum system requirement mandates that resolution of your screen is set to 1024 x 768 pixels. Please change your resolution and then try launching course again.

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  17. After launching the course I get a white blank screen. Where is the course content?

    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 you don’t have Adobe Flash Player at all. If you don’t have Adobe Flash Player 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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  18. I have an old version of the course in my profile purchased less than one year ago and I am having trouble accessing it?

    Please email our support at support@learninglibrary.com and we will gladly exchange this product for the latest version of same title, if available.

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  19. Which designations are currently available online via RU?

    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.

    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.

    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 REALTOR® University), the cost will be $239. There are no additional application or certification fees.

    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

    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

    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.

    Is CE availab 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.

    How soon can I add the e-PRO® certification in my marketing materials?


    You may begin using the e-PRO® certification after you receive the email from NAR that you have officially been awarded the certification.

    Does completion of the e-PRO® certification count towards other NAR designations/certifications?

    NAR's e-PRO® Certification counts as elective credit for the ABR®, CIPS and CRS designations. It also counts as elective credit for the RSPS certification

    Where can I find the transcripts for the videos in the course?

    The content of the videos can be found in the Student Manual, which is available as a PDF. Click "Resources" in the upper navigation bar to access and download the PDF and print it out, if you choose.

    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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