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FAQs

Here's a list of Frequently Asked Questions from our users:
I get a message saying my Candidate ID is invalid, what should I do?

When I login, I getting a message that says, "You have either attempted to access this account from too many machines or have removed the required cookie from your system. For security purposes this account has been suspended. Please contact support for assistance." Why am I getting that message?

Why can I login in on one computer but not on another?

My coupon doesn't work, would do I do?

Can I access NetCertification products on my Apple system?

How can I get a refund of my purchase?

My Student Login ID and Student Password are not working, what should I do?

What do I do if my computer crashes or stops responding during an exam?

Where can I get my test results?

How do I get my certificate for taking this course or exam?

Why did I not get my credit for the exam upon completion?

Where do I get my Authorization Number to take my exam at a Prometric testing facility?

When I ordered my course I was supposed to receive physical materials other than the course CD (e.g. books, sample tests, etc.), but have not received them yet. Where do I get my materials?


I get a message saying my Candidate ID is invalid, what should I do?


  • Check and make sure that the Candidate ID is the correct Candidate ID for the product you are registering for
  • You must receive a Candidate ID from the organization offering the product for each product your register for, so make sure you have received a Candidate ID for the product you are registering for
  • If attempting to re-take an exam you have not passed, you must receive a new Candidate ID
  • Candidate IDs have a limited eligibility range, so make sure your Candidate ID has not expired

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When I login, I getting a message that says, "You have either attempted to access this account from too many machines or have removed the required cookie from your system. For security purposes this account has been suspended. Please contact support for assistance." Why am I getting that message?

  • For security purposes, our system will install a cookie on any computer logging on to our products. To avoid abuse of your account, the number of computers able to log on to our products is limited to four per account. Sometimes cookies may get deleted from your computer, causing our system to install another cookie, and if this happens more than four times, your account will be suspended. If this occurs, contact us and we can reset your cookies to their original setting.

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Why can I login in on one computer but not on another?

  • Certain security settings can also keep you from being able to access our products on one computer and not another. To check your security settings, go to your help menu and look up "setting security levels". Make sure your security levels are set to "Medium".
  • Also programs that disable pop-up menus as well as some security software, e.g. firewall programs, etc., can cause issues with our products. Disable these programs before using our products.
  • See the FAQ on cookies above.
  • You may need to empty your cache. Check your help menu to find out how to clear your "Temporary Internet Files".
  • Our product is only compatible with Internet Explorer. If you are using Netscape or another web browser, you will need to install Internet Explorer.

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My coupon doesn't work, would do I do?

  • Verify that the coupon number you are using is accurate. One thing to check is that all coupons begin with the letter "C", followed by 3 numbers, then 3 letters, then 3 numbers and 3 letters. If it is not in this format, you will need to contact the organization offering the product for the correct coupon code.
  • Verify that you are using the correct coupon with the correct product.
  • Coupons have a limited eligibility range. Make sure your coupon has not expired.
  • Coupons can only be used once. If this is your first time using the Coupon/Approval code, and it says you are using a coupon which has already been used, contact the organization offering the product for a new coupon.
  • If you have already used your coupon to access the product, you will need to go directly to the Log In page.

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Can I access NetCertification products on my Apple system?

  • Currently our products are only available for the PC. While our products follow current web development standards, they are only tested in a Microsoft Windows environment. While it is possible you can view our products on an Apple system, we do not currently test with or support any Apple system configuration.

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How can I get a refund of my purchase?

  • Simply follow the instructions provided in our Refund and Returns Policy and Procedures here.

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My Student Login ID and Student Password are not working, what should I do?

  • Verify that your purchase went through. You can look at the Purchase Confirmation Email that you received after you purchased the product and make sure you are entering the correct Student Login ID and Student Password.
  • If you are unable to locate your Purchase Confirmation Email, use the "Forgot Your Password? Get It Here" link located on the login page just below the "Already Registered" section. An email will be sent to you that will include your Student Login ID and Student Password.
  • If you are unable to locate your Purchase Confirmation Email and when you try to use the Password tool, it says that you need to "enter a valid Login ID or email" which means we have no record of the information you entered, register as a New User and create a new account. Be sure to note your Student Login ID and Student Password when you go through the New User Registration process.

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What do I do if my computer crashes or stops responding during an exam?

  • If it is only your Internet connection that seems to be halted, you can try pressing the "F5" key on your keyboard and hitting "Retry" on the prompt that appears. This should resume your test at the last unanswered question.
  • If your computer crashes, or you lose your internet connection completely, you will need to log back into your account once you have restored your connection. After logging in, click the "Details" icon that appears to the left of the exam you are trying to take. On the next page, the exam should have a "Resume" link to the right. Click that to resume your exam. It will resume on your last unanswered question, and all questions answered or bookmarked previously will still be answered and bookmarked. If you are taking a proctored exam, the proctor will have to log in again when you resume.

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Where can I get my test results?

  • To get your results, login to your account. Next click the "Details" icon that appears to the left of the exam you are trying to take. On the next page, the exam should have a "Passed" or "Failed" status to the right. If you have a Details link to the right of your exam, click that to see your percentage scores. If you do not have a details link, but need to know your percentage score, you will need to contact the organization offering the exam.

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How do I get my certificate for taking this course or exam?

  • All certificates are sent out by the organization offering the product, so once you have completed the product, you will need to contact the organization offering the product directly to receive a certificate.

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Why did I not get my credit for the exam upon completion?

  • All segments of the program must be "Completed". If a segment's status is "In Progress", resume that segment and complete it. Once all segments are completed, contact us and we will add the appropriate credit to your account.

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Where do I get my Authorization Number to take my exam at a Prometric testing facility?

  • You will need to log into your account through the website of the organization offering the exam. When logged in, click the "Details" icon that appears to the left of the exam you wish to take. On the next page, click on the "Details" link to the right of the exam to see your authorization letter and authorization number.

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When I ordered my course I was supposed to receive physical materials other than the course CD (e.g. books, sample tests, etc.), but have not received them yet. Where do I get my materials?

  • The organization offering the product is responsible for any physical materials that come with the course. If you have not received all the materials that were to come with the product you purchased, you will need to contact the organization offering the product to have them sent out.

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