support - RELL

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 Categories listed below:

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

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

To view your purchase history, log into your account (www.realestatelearninglibrary.com, 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.

I received my credit card statement and it says I was charged by Learning Library Inc., even though I purchased online education from the Real Estate Learning Library?

Learning Library Inc. (www.learninglibrary.com) is the education technology provider powering Real Estate Learning Library. Your purchase is valid and backed by a dedicated team of professionals and authorized by Real Estate Learning Library and its partners.

How do I pay?

  1. New Users please register an account at the Real Estate Learning Library (www.realestatelearninglibrary.com) by clicking here or Existing Users please login using your email address and a password.
  2. Fee:
    • Product total / fee will be found upon checkout in the total section, including all taxes where applicable. Please note that the product price listed on each product page does not include taxes. Your purchase will be followed by the purchase receipt in your email right after the purchase was made. Please check your junk or spam box if you do not receive it right away.
  3. Payment Options:
    • PayPal: When you choose the PayPal option, you will be redirected to PayPal website to complete the purchase. Please use your PayPal login credentials to complete the purchase. When the purchase is completed, you will be redirected back to the Real Estate Learning Library automatically.
    • Check/Cheque: Send a check/cheque to Learning Library Inc. 133 Richmond Street West, Suite 303, Toronto, Ontario M5H 2L3. Once we have payment we will email you access instructions. Please include the information below in the mail along with the check/cheque:
      • Your personal information (name, address, phone, email)
      • The product information that you wish to purchase (title, price)
      • The online school name (i.e. Real Estate Learning Library)
    • Interact: To pay by Interact, please contact our Support team. Before you contact us to process your transaction via interact online funds transfer, please have the information below ready:
      • Your personal information (name, address, phone, email)
      • The product information that you wish to purchase (title, price)
      • The online school name (i.e. Real Estate Learning Library)
  4. Once we have payment:
    • The product purchased will be in your account once the payment has cleared with the financial institution.
    • You will be notified via email once the process has been completed.

If you require more information please contact our Support team.

How do I request a 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 product, excluding live webinars. NO refunds will be granted for completed products, archived webinars and video center subscriptions. To apply for a refund please contact our Support team.

Please provide the following information:

  1. Your name in full
  2. The product name purchased in full
  3. The reason for the refund

Notes:

*No credit card information required for refund. Refunds will be credited to the same credit card the original purchase was made on.

*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 product to another?

You may transfer payment between products available on this site only and only within 30 days of payment. Requests later than 30 days will not be accepted. A $25 processing fee will be applied for transfers of any product. NO transfers will be granted for completed products, live webinars, archived webinars and video center subscriptions. Decisions on fee transfers are done on case-by-case basis by site administrators. Please contact our Support team and provide 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 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 portal and click on “Edit My Account”. All previous purchases will be listed in your account including the receipt. To view your purchase history, log into your account (wwww.realestatelearninglibrary.com), click on “Profile'', then select “View Your Order/Billing History”.
  • Or contact our Support team and your receipt will be forwarded to you.

How do I edit my account profile?

Login to your account and visit the Catalog portion of the portal and click on “Edit My Account”. The next screen allows you to change your billing address and contact information as well as to display all the products you have purchased including access to your receipts, purchase history and any account information.

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

Unless otherwise noted, you will have access to your course for six months from the date of purchase. At that time the course will expire. Following the six months, up to 2 three-month extensions can be purchased for $49 each. If you still have not completed the course after purchasing 2 extensions then you must purchase the product again in full.

I forgot my username or password?

  • Please note that the username is always your email address.
  • To reset your username/password please click on the “Forgot your password?” link located in the Login area, then follow instructions. You will be immediately emailed a temporary password that will allow you to login into your account and setup a new one.

I successfully completed the product and did not receive my certificate?

Certificates are sent shortly after completion via email to the email we have on your account. You must successfully complete any product before a certificate will be sent. If you have not received a completion certificate via email within 4 hours after you have successful completion please consider the options below:

  • Check your email junk box or a spam box.
  • Login to your ''Learner Home'' account and visit the "Learner Reports" section. Once you run the report all completed products will be listed with the link to your certificate of completion.
  • Contact our Support team 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 and your certificate will be forwarded to you. Click here for detailed description on how: www.nacubo.org/Documents/prof_dev/PopUpBlockers.pdf

How do I access discussion forums? How do I post new messages? When I try to access the discussion forum I get login screen and my username/password are not accepted?

  • From within a course, click on the Discussion Forum link on your course navigation and it will bring up the discussion topics.
  • Once you have clicked on the Discussion Forum tab within your course, you will automatically be logged.
  • Once logged in, click on ‘post’ to make a new topic or click on the existing topic to participate.
  • If you are not logged in to the discussion forum automatically please contact our Support team.

How do I bookmark my place in the course so when I come 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.

I purchased a product 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: www.nacubo.org/Documents/prof_dev/PopUpBlockers.pdf

I cannot move forward in my course. The arrow pointing to the next page is grayed out?

Most of the course slides or pages contain one or more hurdles which are mandated and required to be completed by the content provider and/or regulators before you can progress to the next page. Please make sure that you click on and review every object (box, link, icon or image) and listen to the audio or video in full (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 contact Support team.

I completed 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. Learning Library Support does not provide content related support. The content provider information is found in the introduction module of each course. Contact Support team if you encounter any difficulties finding the right content provider.

How many times can I take an exam?

You may take a final exam twice to meet or exceed passing score criteria; three or more attempts are subject to a $25.00 fee.

I cannot display the full screen properly / screen is cut off / do not see any page arrows?

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

After launching the course I can only see a white/blank screen?

This issue will happen occasionally with Flash courses only. 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 or you don’t have Adobe Flash Player at all. Adobe Flash Player can be downloaded from the following site: www.adobe.com/products/flashplayer/. It’s FREE! (Educational Products without the big ‘T’ icon (for Tablet Friendly) are Flash-based.)

I have a course in my account and I am having trouble accessing it?

Courses have expiry dates and most of them expire 6 months from the date of purchase. The system would have sent you automated notifications to advise you of the expiry of your course and provide an offer to extend the course for a small fee. If you have missed the opportunity to extend your course, the course will need to be re-purchased in full.

I understand most products are now Multi-Platform Compatible. Please provide details?

Many products and all webinars are multi-platform, multi-device compatible. Look for those that have a large ‘T’ icon on the product page - that means you can take on any:

  • PC
  • Mac
  • iPad
  • Android based Tablets
  • Windows based Tablets
  • Standard browsers

Those without the big ‘T’ icon will be the exception and are Flash based and are not fully compatible.

I received a coupon code/gift certificate for one or more products, how can I use it?

All coupon codes/gift certificates can be entered in the Coupon or Gift Card field provided within your shopping cart. If you do not see the discount applied it can be that the code has expired, the product is already on sale and the code cannot be used, or that it is not for the product that you have in your shopping cart. If you have any questions regarding the validity of your code please forward them to our Support team.