Frequently Asked Questions (FAQs)

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Accounts / Registration FAQs

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Q: How do I create an account or get into my existing account?

A: At the top right hand corner of the screen, there is a ‘login’ link and a ‘register’ link.  If you are a new customer, click ‘register’.  If you are a returning customer, click ‘login’. 

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Q: How do I use the ‘register’ screen?

A: Fill in the form (the required fields are marked with an asterisk) and click ‘register’.  This process will register you in the site and automatically log you into your account. 

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Q: How come when I click ‘register’ nothing happens?

A: If you already exist as a user on WesternSchools.com and wish to register on CE-Express.com (or vice versa) with the same email, you must use the same password that you use on WesternSchools.com. Remember, passwords are case-sensitive. Once your registration is complete on this site, your account will be synced across both websites.

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Q: How do I use the ‘login’ screen?

A: Fill in your email address and password and click ‘submit’.  If you are a returning customer and this is the first time you log in since the new site was created, your password has been reset (case sensitive!).  Once you log in, you will be prompted to choose a new secure password for yourself. 

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Q: What if I forget my password?

A: If you forget your password, click ‘login’ at the top of the screen. This will bring you to the login screen. At the bottom of the screen you will be a ‘Retrieve Password’ link.  Click this link and enter your email address to have your password retrieved and emailed to you.  Note that if you have recently changed email addresses, you will need to enter the email address that you were registered with in order to receive the password reminder. 

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Q: How do I change my password?

A: When you first register, you have the option to choose your own password.  If you are an existing customer, you will be given a default password to use in the new site.  Going forward, whenever you wish to change your password, you must be logged in.  On the ‘My Account’ page you will see a link for ‘My Profile’ as well as other helpful links.   Click on ‘My Profile to go to the area where you can change your password and other personal information.  

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Q: How do I change my name and/or email address?

A: These are critical identifying pieces of information on your account.  Please contact customer service at 800-953-8731 and they can assist you. 

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Courses FAQs

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Q: How do I browse for courses? 

A: There is a 2-step search function on the home page of the site.  You can select your desired discipline and state from the drop-down menu, click ‘go’, and you will be taken to a product list page displaying the courses that are appropriate for that discipline and state.  Once on that page, you can further refine your search by also selecting a category from the left hand navigation, or by entering a keyword. 

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Q: What is the difference between "state-specific" and "state-required content"?

A: State-Specific courses are courses designated for and required by a specific state. These courses will always have a state name in the title (e.g., Pennsylvania Child Abuse Recognition and Reporting). State-Required Content courses are ones that will fulfill a content requirement designated by a state (such as Infection Control). There may be several different courses that fulfill a content requirement, but the courses themselves are not specific to any one state.

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Q: How do I see more detail on a course?

A: Once you have searched for courses in your discipline and state, and you see the list of appropriate courses on the product list page, you can click on a course title. Once on that page, you will see details as well as the format options. Remember, when available, all formats you purchase will come with the online format as well. 

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Q: What different formats are the courses available in?

A: Most courses are available in ‘online course’ format, some are available in ‘hard copy’ format, and some courses are available in an Audiobook format and in up to two different ‘eBook’ formats. These formats are displayed as icons on the product list screen (Kindle Devices – Mobi and Non-Kindle Devices- Epub). Note that if a course is only available in ‘online course’ or ‘Hard Copy’ format, there will be no options in the list - it will default to the available option automatically for you. No matter what format you purchase, you will also receive access to the online Exam. 

For hard copy, you will receive a course book, answer sheet, and a grading/answer instruction sheet through the mail. You will read the course book and fill in your responses to the multiple choice exam questions and the course evaluation questions directly onto the answer sheet. You then mail or fax the answer sheet in for grading or complete the exam online. Upon successful grade, the certificate will be mailed to you or if completed online you may print out your certificate. The book is yours to keep for your reference library. For online course, you will receive access to the online course, exam and evaluation immediately upon checkout. You can access this via ‘My Account’ and ‘My Courses’. See instructions for accessing course content, exam and evaluation.

For online course, you will receive access to the online course, exam and evaluation immediately upon checkout.  You can access this via ‘My Account’ and ‘My Courses’.  See instructions for accessing course content, exam and evaluation.

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Q: What if I want to leave and come back another time to take my course?

A: Whenever you log in, you will be directed to the ‘My Account’ page where you will see a link for ‘My Courses’ as well as other helpful links. 

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Q: How do I access my online course content?

A: In order to access your online courses you will click on the 'My Account' tab. Once there, click on the 'My Courses icon;' you will then need to scroll down to see the titles of the courses you've purchased and click the blue 'open' button to open the folder and complete the elements contained in your course. Note: if you have purchased an audio book or e-book, from the 'My Account' tab, click on those respective icons for further instructions. . 

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Q: How many times can I read the course?

A: There are no limits on how many times you can read an active course, but once you have completed the course and received your certificate, the reading material is then moved to the Print Certificates page. Note that if a course is marked as expired by an accreditation group, it becomes unavailable as of the expiration date.

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Q: If I’m done working for now, how do I get back to the course list?

A: Clicking on ‘courses’ above the title of the course will bring you back to the course list.

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Books / E-Books FAQs

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Q: What if I don’t know what format eBook I need?

A: If your electronic reading device did not come with a guide regarding which file format(s) it can use, you can use the handy eBook Format Guide on the product detail page.  When viewing the details for a product that is available in eBook format, use the option drop-down list to select an eBook format (.azw3, .epub or .mobi).  Once you have selected one of these, the ‘eBook Format Guide’ link will appear.  Hover over it to display a list of devices and a reference chart for their formats.  The list is large, so you may need to scroll up to display the entire list.  Once you have verified the format that you need for your particular device, confirm that you have selected the correct format in the option drop-down list prior to adding the product to your cart. 

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Q: How do I access my eBook?

A:  Click the 'My Account' tab and then click the 'My E-Books' icon to access your e-book(s). 

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Q: What if I already own the textbook to a course?

A: If you already own the textbook, you may purchase the online version which will include the workbook (if applicable) and the exam, which you can take online. Current course pricing will apply.

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Testing / Exams FAQs

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Q: How do I access my exam?

A: Please log in to see this helpful tutorial for detailed instructions:
    ➜ LMS Turotial

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Q: Do I have to finish a whole long exam all at once?

A: Please log in to see this helpful tutorial for detailed instructions:
    ➜ LMS Turotial

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Q: How do I finish my exam?

A: Please log in to see this helpful tutorial for detailed instructions:
    ➜ LMS Turotial

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Q: What is this pretest I am seeing?

A: Some courses (not all) have a pretest.  This should be taken prior to reading the course materials, to measure your knowledge beforehand.  It is graded for your own information only (to provide a comparison for you with the exam at the end of the course) and does not count towards your final grade. 

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Q: How many times can I take the exam?

A:  You are allowed three attempts to pass the exam.  Once you have passed the exam, you can move along to the evaluation.  The evaluation will not open until you have passed the exam.  The exam will be locked down after you have passed.

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Q: What score do I need to get on the exam to pass the course?

A: You must score 75% or higher to successfully pass and receive a certificate of completion. 

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Q: What happens if I fall below the passing score?

A: You will have two additional attempts to pass the course.

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Q: Once my hard copy exam is mailed in, how long does it take to receive my certificate?

A: Once we receive your exam answer sheet at Western Schools, we will grade it and, upon successful completion, your certificate will be mailed within 3 business days. Allow 2 weeks from the date that we receive your exam answer sheet to receive your certificate. If you fax your exam answer sheet to us at 1-508-894-0177, you can expect to receive your certificate in the mail in 10 business days. Remember to print out and retain a confirmation of the successful fax transmission.

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Course Completions / Evaluations FAQs

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Q: How many times can I complete the evaluation?

A: You only need to complete the evaluation once. You may enter and exit the evaluation as many times as needed until you complete it. Once you have completed the evaluation, you can move along to the certificate. The certificate will not generate until you have completed the evaluation. The evaluation will be locked down after you have completed it.

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Q: How do I access my course evaluation?

A: After checkout, you will be directed to the ‘My Courses’ page where you can see a list of all of your courses.  Click on the blue course folder icon to open the desired course folder and access the course evaluation.   To complete the evaluation, click ‘Complete Evaluation’ and a screen will open with the evaluation.  Once you have completed the evaluation, you can move along to the certificate. 

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Q: Why can’t I open my course evaluation?

A: The system requires you to pass the exam prior to completing the course evaluation.  If you cannot open the evaluation, it means that you have not passed the exam. 

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Q:  I ordered a 30 contact hour course and my state only requires 15 hours.  Can I answer only half of the questions to get partial credit?

A: We do not give partial credit.  The entire course and all exam questions must be completed to receive a certificate of completion.  If you complete only half of the questions, you will receive a failing grade.

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Q: How long do I have to complete the course?

A:  Your course must be completed within one year from date of purchase OR by the specified course expiration date, whichever comes first.

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Q: What is required to complete a course?

A: To successfully complete a course, you must read the course, answer the final exam questions, and answer the course evaluation questions.

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Q: What about courses I have already completed in the past?

A: All of the history for your current username should be displayed in the ‘Print Certificates’ course list.  If you have made previous purchases under a different username, you can log in with that username to see those certificates.  You can print these certificates repeatedly.

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Purchases / Sales FAQs

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Q: How do I make a purchase?

A: Once you have searched for courses in your discipline and state, and you have chosen a course and clicked to the product detail screen, you will choose your format option from the drop-down list (unless the course is only available as an ‘online course’, in which case it will automatically default to this option for you).  You can then click the ‘add to cart’ button.   You must be logged in to complete checkout. 

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Q: How do I use a promotion code from a catalog or email?

A: During the checkout process, you will be asked to verify your billing and shipping information.  On that same page, there is an area to enter an offer/catalog/coupon code.  This is where you will enter the promotion code.  Click ‘add’ to actually add the code to your order.  If it is a valid code, you will see it marked as successfully added and you will later see the discount reflected prior to completing checkout.   If it is not a valid code, it will not be added to the order. 

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Q: How do I get the sale prices that I have seen in a catalog?

A: Catalog pricing is limited to a certain time period on the web, so it’s best to do your shopping as soon as possible after you get your catalog. When you click on a product to view the details, you will see the current price displayed. If you’re shopping from an older catalog, the price may be different. When you add to cart and check out, the current prices of your courses will be displayed in your cart. If the catalog pricing has expired on the web, you can call 800-438-8888 to receive pricing for an extended period of time.

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Q: Why am I getting an error on my zip code at checkout?

A: The system has a built in zip code validation to ensure that your address is valid.  If you are entering the correct city, state, and zip code, your order should process.  If you live in Canada, be sure to enter your six character postal code with no spaces. 

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Q: I placed my order using my manager’s credit card – why does my certificate have their name on it instead of my name?

A: During the checkout process, on the page where you enter the billing information, there is a checkbox for ‘Update my profile using the address provided’.  If this box is checked, the billing information will update your profile and that name will be generated on your certificate.  If this box is not checked, your profile will remain as is with your own information. 

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Q: Where do I go after I complete checkout?

A: When you have completed the checkout process, the screen will display links that will guide you to the ‘My Licenses’ area for your license number maintenance, or to the ‘My Courses’ area for your online course, or to the ‘My eBooks’ area for your eBook download.   In the future, when you log in, you will automatically be directed to the ‘My Account’ page where you will see the links for ‘My Licenses’ and ‘My Courses’ and ‘My eBooks’. 

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Q: What does the cost of the course include?

A: The cost of the course includes the course materials (i.e., course book, test sheet...), as well as, exam processing and mailing of your certificate.

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Q: When can I expect to receive my course materials once I have placed a HARD COPY order?

A:  You can expect to receive your hard copy course materials within ten business days of placing an order.  Overnight delivery is available FOR SOME AREAS for an additional charge.

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Q: When can I expect to receive my course materials once I have placed an ONLINE COURSE order?

A:  You can expect to receive your online course materials immediately after purchase, by navigating to the ‘My Account’ and ‘My Courses’ area.

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Q:  What is your return policy?

A:  If a course does not meet your expectations, you may return it within 30 days from the date of purchase for a full refund or exchange (less shipping, processing, and rush charges).  All items must be in their original condition:  books must be unmarked, software, audio and video materials must be unopened.  You may not return materials for any course for which you have already received continuing education credit.

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Certificates FAQs

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Q: How do I print my certificate online?

A: Once you have passed the exam and completed the evaluation, you print the certificate.  To access your certificates, click ‘Print Certificates’ on the ‘My Account’ page. A screen will display certificates for all of the courses you have completed.  Click on the ‘certificate’ image to the far right of the course title and a screen will open with the certificate.  You will be prompted to open the file or save to your computer.  The certificate is a PDF file and requires a PDF reader (Adobe Reader is free).  If you do not see the certificate on the list, please refresh the page.  Note that if you have not completed the course evaluation, your certificate will not be generated.

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Q: Why is my certificate not listed on the ‘Print Certificates’ page?

A: If you do not see the expected certificate on the list, please wait a few minutes (it takes a little while for the certificate to generate once the exam/evaluation are completed).  Note that if you have not completed the course evaluation, your certificate will not be generated.  Also, you must be logged in and take the course under the same username that purchased the course in order to receive the certificate. 

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Q: What if I want to come back later to print my certificate?

A: Whenever you log in, you will be directed to the ‘My Account’ page where you will see a link for ‘My Certificates’ as well as other helpful links.   Click on ‘My Certificates’ to go to the area where you can see a list of your certificates.  Note that you can only print certificates for courses in which you have passed the exam and completed the evaluation. 

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Q: What if I want to print a certificate with someone else’s name?

A: Courses and certificates are not transferable.  The course must be taken by the learner who has logged in ONLY, and the certificates will be printed for the learner who has logged in ONLY. 

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Q: How many times can I open my certificate?

A:  There are no limits on how many times you can open, print or save your certificate.  You can do it as many times as you like for as long as you like.  It is recommended that you save a copy of your certificates on your own computer or flash drive.

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Q: Can you forward my certificate to my state licensing board?

A: Unless requested by your board, we do not submit certificates directly to the board.  It is your responsibility to provide a copy of your certificate to the board when necessary.  All certificates should be retained for your records, based on your state board specifications.

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Q: I need my certificate in less than a week – do you offer rush service?

A: If you are taking an online course, you can print your certificate immediately upon completion of the course. For courses in hard copy format, there are two options for rush grading and delivery of your certificate: fax service or courier service. Payment must accompany rush grading requests in order to be processed.  We offer rush Fax Service and Courier Service on business days (Monday through Friday) for an additional charge. We accept Visa, MasterCard, Discover, and American Express. Please send your exam, with the completed Rush Grading request form, along with your credit card number and expiration date, and signature, via RUSH FAX to 1-508-894-0172. Remember to print out and retain a confirmation of your successful fax transmission.

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Q: I mailed my exam answer sheet to you by the end of the month and my certificate is dated the first of the month. Can you change the completion date on my certificate?

A: We date the certificates with the date on which we receive the exam. This is true for both mailed and faxed exams. To change the date of a certificate, without proof (i.e. a signed certified mail receipt or a fax confirmation) that it had been received by us earlier, would jeopardize our accreditation. To ensure that your certificate has the proper date, allow at least 10 business days for your exam answer sheet to reach us via regular mail (remember we do not receive mail on Saturday or Sunday) or fax it (and print out and retain a confirmation of the successful fax transmission).

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Q: I completed my course online at 10:00pm PST but my certificate is dated with the next day, what happened?

A: Our computer systems are set for Eastern Standard Time (EST). Based on this time setting, certificates are dated with the date that you graded your exam online, regardless of when you print out your certificate.

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Q: My certificate won’t print, and when it does it looks funny! How can I fix this?

A: This is probably due to the page setup of your printer.  With the certificate window still open, make the margins smaller. This can be done by clicking File, then Page Setup, on the top menu bar of your browser.   You may also need to check the page effects under the printer’s properties. Find the “print to fit” option.

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LicensesTop FAQs

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Q: Why do you need my license number?

A:  Most states require that your professional license number appear on your certificate of completion.  We respect your privacy and have many security measures in place to protect your personal information.

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Q: I am licensed in more than one state – can I print multiple certificates?

A: You can print your certificates via ‘My Account’ and ‘Print Certificates’ as many times as you like, with the licenses that you choose.

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Q: Why is my license number not printing on my certificate?

A: Customers will need to visit the ‘My Certificates’ area on the ‘My Account’ page to update their license numbers.  Once this is done, the selected license number(s) will be included on the certificate. 

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Q: How do I enter my license number?

A: Whenever you log in, you will be directed to the ‘My Account’ page where you will see a link for ‘Print Certificates’ as well as other helpful links.  Click on ‘Print Certificates’ to go to the area where you can enter new licenses, modify existing ones, and delete old ones – and you can also print the certificate itself.  The license that you ‘check’ to select will be inserted on your certificate.  You no longer have to enter the license before taking the exam.  The certificate will be generated with the license number that is on file at the time of printing, not at the time of exam completion. 

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Q: How many contact hours does my state require to renew my license?

A: Contact hour requirements vary from state to state.  Click on the Accreditations tab for accreditation information.  Continuing Education requirements change from time to time.  We recommend that you contact your state licensing board for the most current information.

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Q: How many contact hours are there in 1 CEU?

A: 1 CEU is equal to 10 contact hours. 

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Other FAQs

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Q: What device hardware or software do I need to take your courses?

A: Please ensure the computer / device you plan to use meets the following minimum requirements:

Required Device Hardware / Software

  • Operating Systems: Windows XP or higher, MacOS 9 or higher, Android 4.0 or higher
  • Internet Browser: Internet Explorer 9.0 or higher, Google Chrome, Firefox 10.0 or higher
  • Broadband Internet connection: Cable, High-speed DSL & any other medium that is internet accessible.
  • Device Screen Resolution: 320 x 480 or higher
  • Media Viewing Requirements: Adobe Reader, Flash Player & HTML5

 

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Q: What if I share an email address with someone else?

A: Courses and certificates are not transferable.  Each username (email address) should be used for learning in the system by one person only.

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Q: Can I share my course/exam/certificate with co-workers?

A: The courses are non-transferable.  You must login with your own ID and complete your work/print your certificate for yourself.

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Q: Where is the list of approver codes?

A: We do not currently provide a full list of all approver codes. However, approver codes are automatically printed on the bottom of the appropriate certificates, so you will not have to look them up.

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Q: Can I use my tablet to buy and take my courses?

A: Yes and no.  You can use your tablet to browse the site and purchase courses. You cannot open a secured PDF on a device that does not support secured PDF.   You cannot open an attestation, exam or evaluation on a device that does not support Flash. 

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Q: Are these courses accepted for continuing education for my profession in my state?

A: Visit the Accreditations page for information.

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Q: Will you submit my course records to CE Broker?

A: Upon successful course completion, we submit course records to CE Broker on behalf of the following Florida licensees: dental professionals, nurses, marriage and family therapists, mental health counselors, occupational therapists, physical therapists, psychologists, respiratory therapists, and social workers. Records are also submitted on behalf of District of Columbia and Georgia nurses, and Alabama occupational therapists. We submit every Monday, Wednesday and Friday. During the last week of the months of April and July, we submit daily (business days only).

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Q: What is the difference between ‘clock hours’ and ‘contact hours’?

A: These are several terms used to describe the awarding of hours for continuing education.  Nursing hours are based on contact hours.  Behavioral Health hours are based on clock hours.   1 clock hour = 1 contact hour.

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Q: Do you ship COD (Cash on Delivery)?

A: No.

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Q: Will you make special accommodations for customers with disabilities who are interested in taking a course? 

A: We strive to ensure that all of its programs and services are accessible to people with disabilities, in accordance with the requirements of the Americans with Disabilities Act. Please contact our customer service department at 1-800-618-1670 if your disability requires that special arrangements be made in order for you to take our courses.

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