Customer Support: (877) 602-9877

  Customer Support:

Solutions and FAQ


  • Trouble Signing In? (1) If you are receiving the below error message when trying to sign in on this website to view online education: Please ensure you have no typos in your entered customer account email address. Please note that while you may have an existing customer account under your state association’s website, a customer account on this website will be a separate account. You are safe to create a new customer account by clicking on “Sign In” and clicking on the “I am a New Customer” button. (2) If you are receiving the below error message when trying to sign in on this website to view online education: Please ensure you have entered your password in correctly and you do not have CAPS Lock engaged on your keyboard Please reset your password by clicking on "Sign In" and then the “Forgot your Password?” link below the Password field and follow the onscreen directions. If you don’t know what your user information is, or it isn't working for you, please contact the Help desk at (877) 602-9877 or to have your login information reset.
  • Is Payment By Check Accepted? You have the option to pay by check at the end of the checkout process, simply click the 'pay by check' box and complete the instructions on the following page. Within one business day of receiving your fax, support will register you for the requested event(s) and you will receive a confirmation email. Payment must be received one business day prior to the start date of your course in order to access program content.
  • What Do I Need To Do Receive A Certificate of Completion? That answer depends on the type of delivery method you are viewing: If viewing a video on demand with CE webcast – this type of delivery method contains 3 polling questions per hour that must be responded to within 30 seconds. Please note there is no right answer to these questions; the system is strictly looking for a response. If you miss 1 question you will be given another opportunity to continue the class. If you miss 2 questions you will not be able to complete the class for CE! You may continue to view the class for reference purposes only but not for CE. No refunds will be provided if you miss 2 questions. If viewing a live webcast (date/time specific) - this type of delivery method displays 4 unique code letters throughout the webcast. Please keep track of these letters although you will be given an opportunity to acknowledge them as they appear. Each letter will be displayed at least twice, for about 30 seconds each time. To enter these letters as you see them, click on the "Save Code Letter" button inthe top left of your screen. This will automatically input your letter codes into the certification tab. We recommend following this method. Alternatively; you can input the codes manually in the Participation Code section on the Certificate Tab of the viewer after the class. Using either method, you will still need to submit your code letters by clicking on the Submit button in the Participation Code section on the Certificate tab. Once you have submitted the codes correctly, your certificate will be issued. You can either download or email your certificate to yourself. Should you have any questions, please contact the CE21 Help Desk at 1-877- 602-9877 or e-mail
  • How Do I Access My Certificate? To complete your certification requirements and to download or email your certificate, start by logging into your account. Then go to your, ‘My Account,’ page. Click on the orange button with a star, similar to the image below: This will launch a certification window with sections that can be expanded to complete. After all of the tabs are green, opening the last tab will let you download your certificate to print or email.
  • Are Discounts Available If Multiple Webcasts Are Purchased? A variety of webcast packages are available in our catalog, however if you or your firm is interested in bulk purchase options, contact Anne Taylor at for more information.
  • I Need To Change/Cancel/Refund My Course To request a change/cancellation/refund of your course, send an email to with your Name Email Address Phone Number State Society Date & Name of Webcasts We aim to handle your request within one business day, and will contact you with the result.
  • Am I Able To View Webcasts As A Group? To request group webcast pricing and information, navigate to the program you are interested in in the catalog, and click on the 'Go' button under the 'On-Site Group' headline as shown below. This will take you to a form that you can fill out to request more information on our group webcast options.
  • What do I do if I missed one of the codes or am having trouble with my certification? For any certification issues, contact Anne Taylor at 972-377-8199,
  • How do participation codes work? Letter codes are shown throughout certain types of programs (such as Live Webcasts) to confirm attendance to complete Certification. For all ACPEN live webcasts and live webcast replays, there will be 3 attendance codes shown per hour. Each letter will display twice. If the program uses participation codes, there will be an introduction video that plays at the very start of your program explaining how these codes work. Selecting the, ‘Save Letter Code,’ button will save this code in the Participation Code section of your Certification process. However, if you select, ‘Save Letter Code,’ and the code was scheduled to display an additional time, you will not see the repeated display as you have already acknowledged and entered the code. We also recommend writing down each of these participation codes as well. Saving the letter code is for your convenience, but knowing the codes proves attendance.

Technical Issues

  • What do I do if I can’t hear the audio? Please click on the "Reload Video" button located with the blue buttons along the lower left corner of the video viewer page, it looks like this: If the issue continues: Please try the below suggestions to troubleshoot your audio issues. First, please open a new tab (CTRL + T in most browsers) in your browser and go to and click on any video to confirm you're able to hear audio. This can confirm whether this lack of audio is an issue with your machine or with the program. If you are not able hear audio on a YouTube video the issue is with the audio settings on your computer/device Try closing the viewer tab, returning to your online account and launching the viewer again by clicking the green Launch Viewer button under the title of the course. External Speakers Confirm speakers are plugged in and powered on. Confirm the volume is turned up on the speakers. Confirm that the speakers are plugged into the correct port on the back of the computer. Internal Speakers (Laptop) There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key. If you click this icon you can adjust your overall system's sound settings. System Volume There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. If none of these solutions work and you need assistance, do not hesitate to contact Customer Support at or at 877.602.9877
  • What is the web address of my state society’s ACPEN site? Alabama Society of CPAs - Alaska Society of CPAs- Arizona Society of CPAs - Arkansas Society of CPAs- Colorado Society of CPAs- Connecticut Society of CPAs- Delaware Society of CPAS- Hawaii Society of CPAs- htt:// Florida Institute of CPAs - Georgia Society of CPAs - Iowa Society of CPAs - Idaho Society of CPAs - Indiana Society of CPAs - Illinois CPA Society - Kansas Society of CPAs - Kentucky Society of CPAs - Society of Louisiana CPAs - Maine Society of CPAs - Maryland Association of CPAs - Massachusetts Society of CPAs - Michigan Society of CPAs - Minnesota Society of CPAs - Missouri Society of CPAs - Mississippi Society of CPAs - Montana Society of CPAs - North Carolina Society of CPA's - North Dakota Society of CPAs - New Hampshire Society of CPAs - New Jersey Society of CPAs - Nevada Society of CPAs - Oklahoma Society of CPAs - Oregon Society of CPAs - Pennsylvania Institute of CPAs- Pennsylvania Society of Public Accountants - Rhode Island Society of CPAs - South Carolina Association of CPAs - South Dakota Society of CPAs - Tennessee Society of CPAs - Texas Society of CPAs - Utah Society of CPAS - Vermont Society of CPAs- Virginia Society of CPA's - Washington Society of CPAS - Wisconsin Society of CPAs -
  • Who Do I Contact If I Still Have Questions? If you still have questions, you can contact support by phone at (877) 602-9877 or email at

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