FAQ

Click the sections below to browse Frequently Asked Questions.

Registering and Logging In

What can I enter for my username and password?

You can use any letter and/or number in your username and password. Please note that usernames must be all lower case characters (no capital letters) and contain no spaces or other characters. Email addresses, all lower case, can often be used as usernames.

Passwords must be at least SIX or more characters and have at least ONE number.

The site says my email address is already registered but I am new to the training.

This may be happening for one of a few reasons. The most common reason is that you share an email address with someone who has already registered at the training site. If this is the case, you can register by entering a placeholder email address as in the example below:

If this is your shared email address - yourname@hotmail.com

Then enter this as your placeholder email address - yourname@example.com

If you are working in a location in which you are using a generic email address for the location or your position, e.g. locationname@email.com, it is possible another person in the location or someone previously in the position used the email address when completing their training. Please consider using a personal email address, a placeholder email address (as detailed above) or contacting Tech Support for further assistance.

Finally, you may have registered before and did not do the training. If this is the case you can use the following options to access your account:

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or
Click here to reset your password.

The site says my account is not confirmed or I am locked out of my account.

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or

Nothing happens when I click the link in the password reset email.

If the link doesn't work, then copy and paste the entire link into the address line at the top of your web browser window.

If that does not work, please use one of the following options for assistance with resetting your password:

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or

Why am I being asked to register again?

You may have mistyped your username. If the site does not recognize your username, it will ask you to create a new learner account. Please note that usernames and passwords are always lower case letters and/or numbers with no spaces. You may also use your email address in most cases as your username.

If this happens, go back and try re-typing your username. If the system does not accept your username again and asks you to register (when you know you have already registered on the site), please use one of the following options for assistance with logging in:

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or

If you already have an account and cannot access it, PLEASE DO NOT REGISTER AGAIN. Contact Tech Support as shown above for assistance with logging into your account.

I have a new email address, should I register again?

No. You should log in using your original account information. You can update your account with your new email address after logging in by clicking on your name in the menu and then selecting Edit Profile option. If you are having difficulty logging in, please use one of the options below for assistance with accessing your account:

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or
If you still have access to the email address with which you registered
click here to reset your password.

I cannot remember my password (or username). How can I log in?

You can use the "Reset my password" button to retrieve your username and password without having either. Simply click on the "Reset my password" button and enter the email address at which you registered.

An email with instructions will be sent to that email address to help you log in. If you do not receive an email, please re-enter your email address ensuring that you spelled it correctly and completely.

If you do not receive an email after the second attempt, the email address does not match the one stored on the system or your email service provider may have blocked it as spam or junk mail. Check your spam/junk mail folders first. If the message still cannot be found, please contact technical support for assistance using one of the following options:

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or
If you still have access to the email address with which you registered
click here to reset your password.

Browsers and Computers

What type of computer do I need to access the training site?

The training site is accessible to people using Windows, Apple, Linux and Google computers as well as most mobile devices including Apple and Android smartphones and tablets. Please note that material may not display properly on all devices due to the constantly changing number of devices.

The site and courses have been tested in the following internet browsers:

Apple Safari
Google Chrome
Microsoft Internet Explorer
Microsoft Edge
Mozilla Firefox
Opera Software Opera

The site should operate in many additional modern Internet browsers.

I cannot see all of the course on my screen.

There are two likely reasons that you may not be able to see all of the lesson:

Monitor Resolution is set incorrectly. Typically, the screen resolution of your computer monitor is set to larger than the normal resolution for the monitor.

To adjust your screen resolution on Windows computers:

You need to minimize all windows on your computer so only your "desktop" is visible.
Right click on your desktop image. Select "properties" from the menu.
When the window pops up, select the "Settings" tab.
Near the bottom left of the settings tab is a screen resolution slide bar.
Left click and drag the slider to 1024x768 (varies by monitor).
Click apply button (bottom right of little window).
The computer will ask you to confirm that this is correct and that you want to keep the new setting. Click yes or OK.
Then you can close the pop-up window and you are all set.

Internet Browser Text Size needs to be reset. Many browsers allow you to adjust the size of text displayed on your screen.

You can determine if the text size needs to be adjusted if you are viewing the lesson content and you can see the navigation buttons on the bottom of the browser window AND the text seems to flow off the bottom of the page or appears cut off.

To adjust your text size in most Internet browsers:

In the control panel of the Internet browser, look for the "View" menu.
Click on "View" then click on "Text Size"
Internet Explorer users, select "Medium".
Firefox users should select "Normal"
Opera users note that you click "View" >> "Zoom" >> "100%"

In either case, you may need to close the course window and reopen to have your viewing preferences take effect.

How do I enable cookies?

Please note that by default, most computers, tablets and smartphones will have cookies enabled on your browser and you do not need to do anything to enable them.

In Internet Explorer:

Go to Tools in your browser (top right or left of your browser) and select Internet Options from the drop down menu.
Once the Internet Options window opens, select the Security tab.
Then click on the Trusted Sites icon, it's a green check mark.
Click on the Sites button which will open a new, smaller window.
Once the Trusted Sites window opens, enter the full address of the training site including the http:// in the "Add this site..." line but do NOT press "Add" button yet. Do not include anything after the .org or .com part of the address.
Uncheck the "Require server verification..." check box if it is checked.
You can now press the "Add" button to add the training site to your trusted sites list.
Then press "Close" button to close the Trusted Sites window.
Click the "OK" button to close the Internet Options window.

You should now be able to log in.

How do I turn off pop-up blocker?

Settings by Browser Type:

I cannot see the videos. What should I do?

The videos are designed to be viewable on Windows, Apple, Linux and Google computers as well as most mobile devices including Apple and Android smartphones and tablets. Please note that material may not display properly on all devices due to the constantly changing number of devices and internet access speed.

The site and courses have been tested in the following internet browsers:

Apple Safari
Google Chrome
Microsoft Internet Explorer
Microsoft Edge
Mozilla Firefox
Opera Software Opera

The site should operate in many additional modern Internet browsers.

If you are not able to see the videos in your current browser, the easiest solution is to try another browser on your computer or device, e.g. try Mozilla Firefox or Google Chrome.

Taking Courses

I already completed the training, do I have to complete the training again?

Each required training course has an expiration date and must be taken again once it has expired.

Why can't I see the training I already completed?

You may have completed the training using a different account. For example, if you registered originally using an email address you no longer use and today you set up a new account with a different email address than before, your new account will not show your previously completed training.

It is also required that a completed background screening application be processed in order for required training program certificates of completion to be issued. The amount of time needed to complete a background screening varies and may take several days to over a week to process.

If none of the above are the case:

Click the Live Help button: to chat online with Tech Support
Call Tech Support: at 888-804-9643 or

I completed the training, but I have not received my certificate of completion.

All steps of the training course in which you are participating must be completed AND a completed background screening application must be processed in order for required training program certificates of completion to be issued. The amount of time needed to complete a background screening varies and may take several days to over a week to process. You will be emailed at the address listed in your account profile when the training certificate has been issued. If you have not completed either or both the training or the background screening application, please log back into the site to do so.

I completed the background check application but I have not received my certificate of completion.

Completion of the background check application is the FIRST STEP in having a background screening completed as required by diocesan policy.

The background screening process must be completed before your certificate of completion can be issued, assuming you have completed all training requirements. The background screening process may take several days or longer.

If it has been over a week since you completed and submitted your background check application and training and your certificate has not been issued, please contact the diocese OR the screening company as listed on the welcome page after you log into the training site as the Tech Support team does NOT have access to your background screening records and CANNOT assist you with your background screening questions.