Frequently Asked Questions – Support / Troubleshooting

Accounts

You can create an account as part of the purchase process. This happens when you hit the Buy button for a single course or a membership. Your email is required and will be your “username” for login purposes. You must also provide your full name. This is used to issue the completion certificates. It is important to use the name of the person that will watch the courses – meaning the person who needs to submit proof of completion for the court or other purpose. The name of the person for billing and credit card usage may be the same or a different person than the name used for the account. You can also give us your mailing information and phone number to allow for other communication methods, but we do not share your information or call or mail you for any purpose other than strict administration of your membership on this website.

You can also create a new account on the “Dashboard” page without purchasing a course. This is a good place to use if you have been provided a voucher so that you don’t have to pay for the course.

Category: Accounts

When I created an account and tried to purchase a course, the transaction shows as a pending credit card transaction, what do I do? This seems to occur when a purchase is attempted without all of the credit card and account information entered. The most common omission is providing your full name. The Stripe credit card payment system will convert any failed credit card transaction to “pending”. The best option for most people is to place another order – meaning try to purchase the course again (remember to supply your full name). We do not resubmit any pending orders to the credit card system and periodically purge those pending orders. So don’t worry you will not end up with multiple charges on your credit card. You can contact us during business hours at 239-939-4888 or email Paula McKinney at paulam@omplaw.com for further help.

Categories: Accounts, Courses

Audio and Video

If you have support question, look through these FAQs where you may find your answer. There is a contact us page, where you can call and email with questions. This website is administered by an active lawfirm and not Tech giants. The site has been hosted on various platforms that are generally stable. There are many things that can get in the way of a successful delivery of video and audio content. Some may be on our side, some may be on your end and lots of things in between. Here are some steps to take to help you and us determine where we need to focus our attention.

  1. Close your browser and restart it. Clearing your browser cache is always helpful.
  2. Try another browser. Chrome is always a stable option.
  3. Try another video site like youtube or vimeo to see if things work there. We host all our videos through Vimeo. If you have the same problem on one of these sites, then it is probably not us. It may be your end or somewhere else on the internet. If so, wait and try again another day.
  4. If the other video websites didn’t work, check your own audio controls. I know, overly simplistic, but we gotta start somewhere.
  5. Contact us with information like, you name, contact information and web browser that you are using, be able to describe the specific problem you are having. We can then look to see if there is a problem with our site or your account.
  6. Be aware, we are only available 9-5 Eastern and these video classes are a second priority to serving our direct clients. We do want this to work and will help your solve the issues.

Category: Audio and Video

Browsers

This site works with all major browsers including Chrome, IE, Firefox and Safari. Chrome tends to work well and has the least problems.

Category: Browsers

Certificates

This question is primarily a concern for the 8 or 4 hour family guardianship training. You should print or save as a PDF your certificate of completion. Once you do this, then send it to your lawyer, so they can file it with the court. We do not know what court or case you are involved in, so we can not file anything with the court for you. Your lawyer should always be your link to communicating with the court system, whether it is the Judge, Clerk of Courts or other interested parties in your case. See this FAQ for details on where to find your certificate of completion.

Categories: Certificates, Courses

You will be awarded a certificate of completion when you have completed a course in full. You can find your Certificate of Completion on your Dashboard at any time. The Dashboard is located on the top menu on each page. On your Dashboard, look on the left hand sidebar for an option titled “My Certificates”. Select this option and all of your awarded certificates will be displayed. Select any certificate and it will open full screen. This screen will allow you to print or save the certificate. The save button will download a PDF file to your computer. This PDF file can be opened, printed or emailed like any other PDF file. You should email a PDF copy of your certificate to your lawyer, so they can file proof of your course completion with the court.

Categories: Certificates, Courses

Courses

This question is primarily a concern for the 8 or 4 hour family guardianship training. You should print or save as a PDF your certificate of completion. Once you do this, then send it to your lawyer, so they can file it with the court. We do not know what court or case you are involved in, so we can not file anything with the court for you. Your lawyer should always be your link to communicating with the court system, whether it is the Judge, Clerk of Courts or other interested parties in your case. See this FAQ for details on where to find your certificate of completion.

Categories: Certificates, Courses

When I created an account and tried to purchase a course, the transaction shows as a pending credit card transaction, what do I do? This seems to occur when a purchase is attempted without all of the credit card and account information entered. The most common omission is providing your full name. The Stripe credit card payment system will convert any failed credit card transaction to “pending”. The best option for most people is to place another order – meaning try to purchase the course again (remember to supply your full name). We do not resubmit any pending orders to the credit card system and periodically purge those pending orders. So don’t worry you will not end up with multiple charges on your credit card. You can contact us during business hours at 239-939-4888 or email Paula McKinney at paulam@omplaw.com for further help.

Categories: Accounts, Courses

You will be awarded a certificate of completion when you have completed a course in full. You can find your Certificate of Completion on your Dashboard at any time. The Dashboard is located on the top menu on each page. On your Dashboard, look on the left hand sidebar for an option titled “My Certificates”. Select this option and all of your awarded certificates will be displayed. Select any certificate and it will open full screen. This screen will allow you to print or save the certificate. The save button will download a PDF file to your computer. This PDF file can be opened, printed or emailed like any other PDF file. You should email a PDF copy of your certificate to your lawyer, so they can file proof of your course completion with the court.

Categories: Certificates, Courses

You can complete many course lessons by simply marking the lesson complete by clicking on the button below the video. Some courses require that you watch the entire video before you can complete the lesson. The 8 hour and 4 hour family guardian courses are examples of courses that require playing of the entire video lesson before you can mark it complete and move to the next lesson. In addition, several lesson modules in these courses require that you successfully complete a quiz. If you fail the quiz, you should review the answers which are provided as part of the grading. This will enable you to answer the questions correctly when you take the quiz the second time. There is no need to repeatedly take the quiz, so look for the answers provided after the first quiz attempt.

Category: Courses

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