Welcome to CEU By Net! Our Technical Support Team Is Here To Help! This Is the Troubleshooting Page!
Having trouble logging in? Forgot your password? Or your username? Can't find your certificate? Want to purchase Unlimited Courses and Credits for $54.95 - but not sure how to do it? Need some help understanding a course - or how we determine the number of CE Credits which a course receives? Wondering why your certificate says 'Unlicensed' - or why it's not printing correctly?
Before you start looking for our TECH SUPPORT contact information, please scroll down this page, to see if your questions and answers are right here, on this page, or on the FAQ page. (Most questions are addressed in these two helpful pages.) And if you don't find what you are looking for there, please Contact Us! We are here seven days per week, until 10 P.M. Central Time - even on holidays.
So click the blue links! Here are a couple of examples:
To find more questions like this - and the answers - scan down the list of questions below, and click the blue links.
If we haven't addressed your issue, please feel free to Contact Us! Tech Support and Clinical Support are on the job seven days per week, until 10:00 PM Central Time. Even on holidays. And we have a phone! (214) 402-2001.
THESE ARE ACTIVE LINKS. Click to get the answers you need!
Confused about CE credit on this site? Like, what's a 'Clock Hour' of CE Credit? What's a 'PDH'? What's an 'NBCC Hour'? And are these the same as in your state where you refer to CE credits as 'CEUs' or 'CPEs' (or 'CPDs' or 'Contact Hours', or 'Something Else')?
And, 'Why are the NBCC Credit Hours now DIFFERENT than the hours we give for other licenses or certifications for the SAME COURSE?'
We understand the confusion. This website serves professionals from every state and US Territory, with many different licenses and certifications. We know that State Licensing Boards and State and National Certification Boards across the country are not consistent with each other, in the terminology they use to describe 'CONTINUING EDUCATION CREDIT’. Many State Boards use the term 'CEU'. Likewise, 'CPE', 'CEH', 'PDH', 'Clock Hours', 'Contact Hours', 'CPD', and more.
Regardless of what your board chooses to call your CE Credits, we are ALWAYS awarding CE credit in terms of CLOCK HOURS of credit (i.e., increments of 60 minutes). It's up to you to know how your board describes a CLOCK HOUR of CE Credit.
Please don't become confused when you see the informal term 'CEU' (as in 'Mental Health CEUs', or 'Free CEUs' or 'Unlimited CEUs') used within page content and internet page titles. We use the same informal terminology as do virtually all other online CE Providers and the online media. And it's informally used by most licensed professionals when referring to continuing education credits. WE ARE AWARDING CLOCK HOURS OF CE CREDIT.
NOTE: Effective May 1, 2015, NBCC changed it's criterion for the number of WORDS REQUIRED PER CREDIT HOUR, from 4000 words per credit hour to 6000 words per credit hour. This change does not apply to all Licensure and Certification Boards in the country.
And so in our COURSE CATALOG, we show you both the NBCC Credit Hours awarded for the course AND the number of Credit Hours awarded for the course, for any Licensure or Certification Board which has not adopted the NBCC criterion of 6000 words per credit hour.
Your CE certificate will therefore show both the number of NBCC Credit Hours earned, and the non-NBCC Credit Hours earned.
And as always, we ALSO specify in the catalog and on your certificate the number of Professional Development Hours (PDHs) and the Domain(s) which have been approved by EACC for the course for CEAPs, and on your certificate you will also see the PDH Approval Number.
THEREFORE, please read the first paragraph of each course description in the catalog, to see the number of NBCC Hours awarded, vs. the number of non-NBCC Hours awarded.
NOTICE: Unless you are a Florida LMHC, LMFT, or Social Worker, you are responsible for reporting your CE credits to your board or commission using the appropriate terminology for YOUR license and YOUR certification - whether that be 'NBCC Hours', or 'CEUs', or 'CPEs' or 'Credit Hours', or 'Contact Hours' or 'Clock Hours', or 'X number of CE Credits', etc..
SPECIAL NOTE for Florida Licensees other than CAP: Please print your certificate for your own records. However, you don't need to report your CE Credits to your Board or to CE Broker. For Florida only, we upload your CE Credit for you, directly to CE Broker. It's instantly uploaded, electronically, to CEB upon your completion of the course - provided that a correct license number is entered into your account, such as MH1234, or SW5678, or MT4321 (with no spaces). Remember, you must complete the Feedback Form to receive credit for the course. CEB will cross-reference the license number you entered to ALL of your licenses (LMHC,
More Notes for Florida Social Workers, MFTs, and LMHCs: We are a pre-approved (recognized) CE Provider for Florida Certification Board (FCB), which is recognized as an acceptable CE provider by the Florida Board of Clinical Social Work, Marriage and Family Therapy & Mental Health Counseling (i.e., the "Florida Board"). FCB does not require 6,000 words per credit hour. Your Florida Board has advised us that it will accept our course credits under our FCB-recognized CE Provider status.
NOTE FOR FLORIDA NCCs: We are also a statutory CE provider for mental health licensees based upon our NBCC ACEP #6338 status. This is important for NCC Credit Hours - which are different than the credit hours normally approved under our FCB recognized approval.
HOW TO ACCESS YOUR COURSES AND QUIZZES AFTER YOU HAVE PAID? And HOW TO SIGN BACK IN?
1. Go to our website's Home Page. Log in with your USERNAME and your PASSWORD. Then click STUDENT HOME. You will be taken directly to your MY HOME PAGE.
2. You then need to ENROLL in courses. You cannot take courses from viewing the courses and quizzes in the catalog. You must ENROLL in the course and take quizzes from INSIDE your account.
To ENROLL, click the COURSES tab on our menu bar, and scroll down the drop-down list to find courses that interest you. Or, you can go to the Quiz Only Page to see all of the courses we offer, at the bottom of the page. Click the little + sign in front of course titles.
3. When you find a course you want to take, click the SIGN UP NOW link. Ignore the price tag if you have an Annual Subscription. If you have a Subscription, you must be LOGGED IN when you click SIGN UP NOW, or the system will ask you to pay because it doesn't know who you are.
4. Then go back to your My Home Page. There you will see a list of the courses in which you have ENROLLED. Click on the NAME OF THE COURSE you want to work on or for which you want to take a quiz, or print or re-print a certificate.
This will take you to the 'Study Guides and Quizzes' page for that course. Then just click the links to view the course materials or to view or print or take a quiz (if you have not already passed the quiz). When you have passed a quiz, the link to take the quiz goes away.
IF you have passed all quizzes for the course BUT there is a note on your My Home Page next to the name of a course which says 'STILL IN PROCESS', that means that you need to complete and submit the FEEDBACK form.
Click on the name of that course, and you will see a prominent blue link and a message that tells you to complete the FEEDBACK form. Click the link, complete and submit the Feedback form.
IF you have finished the course (i.e., if you have passed the quizzes and also have completed the Feedback form), you will see a message that says 'Congratulations! You're done! Click HERE to download your certificate.'
YOU'VE BOUGHT A SUBSCRIPTION BUT WE ARE ASKING YOU TO PAY WHEN YOU TRY TO ENROLL IN A COURSE?
After you purchase an Annual Subscription, you must be LOGGED IN to your account BEFORE YOU CLICK THE 'SIGN UP NOW' button in the catalog. Otherwise, the system won't know who you are, and will ask you to pay. You'll know that you are successfully logged in when you land on your 'My Home Page'. Then go to the catalog and sign up for as many courses as you choose at no additional charge for the next 12 months.
YOU HAVE PASSED YOUR QUIZ OR QUIZZES, BUT CAN'T FIND YOUR CERTIFICATE?
The problem here is one of these two things:
1. Your course has two or more quizzes, and you have not completed all of them yet. Log back in, go to your My Home Page by clicking Student Home; then click on the title of the course for which you want your certificate. You will see the quizzes that still need to be taken.
2. You have completed all of the quizzes for your course, but you have not yet completed and submitted the Feedback Form. Log back in, go to your My Home Page by clicking Student Home; then click on the title of the course for which you want your certificate. You will see a blue link that says YOU ARE ALMOST DONE .... instructing you to complete the Feedback Form. Click it. Complete and submit the Feedback. The download your certificate.
HOW DO I GET AND PRINT MY CERTIFICATE?
You must pass ALL of the quizzes in your course (whether one or more), and must complete and submit the Feedback Questionnaire, before you can get your certificate. (The Feedback Questionnaire is required by NBCC and all States, for online CE courses.)
When you have passed the quiz(zes) and submitted the questionnaire, you may download your certificate - instantly.
How to do that? The certificate download link for each of your courses is on the Study Guides and Quizzes web page for that course. How to get there?
1. Sign in and you will be on your 'My Home Page' where all your courses are listed.
2. Pick a course for which you need the certificate, and click the blue link to the course.
3. You are now on the Study Guides and Quizzes page for that course.
4. Below the name of the course, you will see a link entitled "Download your certificate". Click that link ..... and then click again on the next page, in the last sentence on that page, which says "Click HERE to download your certificate". The certificate will pop up on your screen. We recommend that you first SAVE it to your desktop or to a folder on your computer - and print it from that location.
ARE YOU HAVING TROUBLE PRINTING - OR THE CERTIFICATE DOESN'T LOOK RIGHT? Maybe something is missing? Click here to see the solution, and please note step 2 about SAVING your document to your computer and printing from the saved document.
If you can't or don't want to download your certificate using the 'MAC fix', just EMAIL US and WE WILL BE HAPPY TO EMAIL your certificate(s) to you. MAC has no problems opening PDF documents that are sent by email.
FORGET YOUR USERNAME OR PASSWORD?
Please notice that we have a 'Forgot Password' link and also a 'Forgot Username' link in the login area on the left side of the page, below our logo. They are readily available to you - placed next to the username and password fields. Please try the 'Forgot Password' or 'Forgot Username' link.
And remember that we always email the reset link back to the email address that you have entered into your account profile.
If you no longer have access to the email which is entered into your profile - or if you don't remember either your username OR your password - just send us a request at email@example.com and we will do a reset for you ... and we will send it to your new email address.
WE NO LONGER OFFER COURSES IN ADOBE FLASH BECAUSE MOBILE DEVICES CAN'T READ THEM. EVERYTHING ON OUR SITE IS NOW A PDF DOCUMENT - EVEN OUR SLIDE SHOWS!
COOKIE NOTICE: Just like you must do if you renew your professional license online, or cruise the news websites like MSN.com or CNN.com . . . or visit the fun sites like eBay . . . 'COOKIES' must be ENABLED, and 'POP-UP BLOCKERS' must be DISABLED to use this site. Just like any website where you must register, we use 'COOKIES' to identify you when you register and when you return and sign in. Please feel free to consult our About Cookies page for info on "enabling cookies".
YOUR CERTIFICATES OR COURSE STUDY MATERIALS WON'T OPEN? OR PERHAPS THEY WON'T PRINT CORRECTLY? OR SOMETHING APPEARS TO BE MISSING ON YOUR CERTIFICATE? USING A MAC WITH THESE PROBLEMS?
Our certificates and all of our study materials are in a PDF FORMAT - just like most of your state licensing documents and other government documents on the internet. But if you can't read PDF documents, here's how to fix it:
1. First, you must TURN OFF OR DISABLE your POPUP BLOCKERS to open most PDF documents from links on the web. Not sure how to do that? Click HERE.
2. Second, SAVE the document to your computer before trying to print it. Why? Some browsers and settings won't allow you to print a PDF document directly from a website - especially if the PDF document is electronically generated like your certificates are generated.
3. Third, if you are still having trouble - INSTALL OR UPDATE ADOBE READER:
Almost all modern computers ALREADY HAVE a program to read and print PDF documents correctly. But IF your popup blockers are turned OFF, and you are still having trouble opening courses or viewing and printing certificates, the problem may be that you don't have a current (up to date) version of Adobe Reader. Or you may not have Adobe Reader installed at all.
To fix these Adobe Reader problems, please choose which applies to you, here:
If you don't have Adobe Reader on your computer, go here to download Adobe Reader. If you are using Chrome, please select from the 3 drop down windows, the following: 1. Your operating system (e.g., Windows 8 or Windows 10), 2. Your language, and 3. Reader 11.0.10. DO NOT select the 'DC' version of Adobe Reader if you are using Chrome.
If you don't have Adobe Reader on your mobile device, go to the appropriate App Store to download Adobe Reader for your device.
If you already have Adobe Reader on your PC but need the most current version (highly recommended), go here to download the Adobe Reader Upgrade. You MUST have Adobe Reader or another PDF reader to read and download course documents and your certificate.
If you are not sure which version of Adobe Reader to download, OR if you want the new Acrobat DC (Cloud) version, go here and select the proper item from the three drop-down menus.
If you are using CHROME, you can't use the DC Version of Adobe Reader, and so go here to download Adobe Reader and select the following from the 3 drop down windows: 1. Your operating system (e.g., Windows 8 or Windows 10), 2. Your language, and 3. Reader 11.0.10. PLEASE DO NOT select the 'DC' version of Adobe Reader if you are using Chrome.
4. OR if you are using a MAC or another Operating System, and are having trouble opening or printing course materials or quizzes, click HERE to download the most current Adobe Reader for MAC, for free.
And if you are using a MAC, please see the special instructions for viewing and printing using a MAC, below.
And if you can't or don't want to download your certificate from our site, just EMAIL US and WE WILL BE HAPPY TO EMAIL your certificate(s) to you, the same day.
USING A MAC, AND YOUR CERTIFICATE OR PDF COURSE WON'T PRINT CORRECTLY?
You are probably attempting to use MAC's Preview application to open and view your certificate or your course. This does not work for some MAC users, depending upon their settings. Your certificate and course files will open and format and print correctly if you use Adobe Reader for MAC, instead of MAC's Preview application.
Of course, be sure that you are using the most recent version of Adobe Reader for MAC. It's FREE and takes only seconds to do, at this Adobe web page:
HOW DO YOU SAVE Your Certificate or a PDF Course Document to Your Computer?
Ordinarily, it's very simple to DOWNLOAD and SAVE a PDF document or WEB PAGE PUBLICATION to your computer:
When you see the URL address in your browser window, click FILE on your browser tool bar,
then click SAVE AS, or SAVE TARGET TO
and give the document a NAME AND LOCATION on your computer (or another place such as a 'flash drive' or 'memory stick'). You can then go to the newly saved file in the usual way, using Windows Explorer or another file location tree, and just open it from there.
Can't open the document but you can see the URL in the browser bar?
DID YOU GET A MESSAGE ASKING IF YOU TRUST OUR WEBSITE? Please say YES. You may need to enter the name of our website, which is www.ceubynet.com
To download or save a file in PDF format: IF you don't already have Adobe Reader on your computer, you will need to download the free Adobe Reader file. The Adobe Reader will launch the file so that you can see the document and/or print it.
Q: WHAT IF I GET A WARNING ABOUT 'TRACKING COOKIES' OR 'UNSAFE' THIS OR THAT WHEN I START TO REGISTER OR OPEN A COURSE?
A: Like any website that requires you to register or create an account or to make a payment with a credit card, we must 'track' who you are so that you can come back to your course and your account as often as you want. Therefore, we enter a 'TRACKING COOKIE' into your computer that identifies you when you return. Your State licensing board does the same thing if you renew your license over the internet.
THEREFORE . . . If your browser or Zone Alarm or another such security program gives you a 'WARNING' box or message which tells you that 'such attachments or programs may not be safe to open' (or words to that effect), PLEASE DISREGARD AND CLICK YES THAT YOU WISH TO PROCEED. These warning boxes are a default response to all Active X and flash processes.
Q: WHAT IF I GET A WARNING THAT SAYS THAT YOU ARE TRACKING MY IDENTIFYING INFORMATION, ASKING IF THAT IS OK?
A:Please check YES, or CONTINUE. There is no danger in doing this. We track nothing else about you or your personal information or your computer contents other than your sign-in information. We need to know who you are and your password in order for you to sign in, purchase courses, and access our courses and quizzes - and to issue your certificate.
Something Still Not Working Right? Urgently Need HELP FAST?
Yes, you can call us directly when discussion of course topics is needed, or if you have a very urgent issue and for some reason cannot send us an email to firstname.lastname@example.org. And yes, we do have a telephonic voice mail if we have stepped away from our phone - although it is not uncommon for voice mail transmission to be too garbled to understand. It's (214) 402-2001.
We do 'walk people through' access to courses and quizzes and certificates by phone when necessary. And we have a very thorough set of FAQ questions in addition to this Troubleshooting guide. Please scan through the topics at the top of each of these pages first, before you call.
HOWEVER, PLEASE NOTE THAT the surest and fasted way to reach us for technical issues is through our Technical Support email address - email@example.com. Email is our primary mode of communication for technical issues. It is much better for us to promptly answer your technical questions in writing, with clear 1-2-3 instructions, so that you will have our response to refer to, again, if needed.
We will call you in those rare situations where that will work the best to resolve pending technical issues, or to walk you through the access to quizzes or course enrollment. But we do respond seven days per week - holidays included - TO EMAILS SENT TO OUR SUPPORT ADDRESS:
See the section below for details of what to place in your email. We will return your email or call you within 6-8 working hours - and usually much faster!
If you have REGISTERED on our website or have PURCHASED a course and are having trouble that prevents you from enrolling in or completing a course or downloading your certificate, and you URGENTLY need our immediate assistance, please do this:
SEND an EMAIL to our technical support service (or copy and paste firstname.lastname@example.org into your email 'to' line) . . . with URGENT in the subject line, telling us what the problem is.
If you wish to do so, AFTER you send us an email, you may call us at (214) 402-2001 to alert us to your issue. But please remember that the fastest route for technical support issues is by EMAIL sent to email@example.com
In your email, please provide all of the below:
(1) your FIRST AND LAST NAME .... and if you have an Annual Subscription which is purchased by YOU OR YOUR COMPANY, please let us know that, too.
(2) your USERNAME (with which you are REGISTERED with our website).
(3) a PHONE NUMBER where we can reach you, and the time you are contacting us.
(4) tell us the SPECIFIC NATURE OF THE PROBLEM or your QUESTION about a course.
Our tech support will respond quickly [we will CALL YOU BACK and/or EMAIL you], barring national disaster or weather which prevents communication.
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