Frequently Asked Questions (FAQs)
How do I reset my password?
The store and the Learning Management System use different passwords. Use the password reset steps for your store account or your course login.
Why can I not see my courses after I log in?
The course may be completed, expired, or still processing after purchase. Completed courses move out of the active course list.
How do I download my course certificate?
Certificates are stored in your course profile under More Details and My Certificates. Allow up to 24 hours after course verification.
How do I access a webinar?
Webinar links are sent 24 hours before class. If the link is missing, request help at least one hour before class.
What do I do if my course access has expired?
Self-paced courses stay open for 180 days. Eligible 45-hour courses can use a 30-day reinstatement. A 7-day extension is available if one required item remains.
Password and email
How do I update my email address?
Each student must use a unique email address. Use the email update form to request a change.
Course access
How do I access a self-paced course?
Open the course login page and use the email address from your order. New students receive login details after registration processes the purchase.
Why do I receive an error when I try to enroll?
Students cannot enroll themselves in the course system. Registration enrolls you after you purchase the course on the website. Allow up to 24 hours.
Why are course videos not playing?
Ad blockers, VPNs, and network restrictions often block course videos. Try another browser or network before you contact support.
Certificates and course completion
Why is my course verification still pending?
Allow up to 24 hours for course verification. Contact registration if more than 24 hours have passed.
When will my essays be graded?
Allow up to 24 hours for essay grading. Contact tech support if more than 24 hours have passed.
What is an ICQ number?
The first course slide explains how to submit your ICQ number so you can continue. Contact registration if you still cannot advance.
Webinars
Why can I not join a webinar after it starts?
Late arrivals are not permitted because they disrupt the class. Contact the instructor for help with that session.
Shopping and orders
How can I update or change my order?
Contact registration within 24 hours of purchase. Some changes have no fee. Other changes can require a fee.
How do I find a purchase receipt?
Search your email for the receipt message. You can also use Square receipt lookup if you have the date, amount, and last four card digits.
How do I use an MSDE training voucher?
The Child Care Company accepts MSDE vouchers for eligible 45-hour and 90-hour classes. Sign the voucher and email it to receive a coupon code.
Why is a class marked Protected?
A protected class is reserved for a contracted organization. If you do not work for that organization, choose a public class instead.