Troubleshooting for credit card purchasers.
If you experience ordering difficulties, see
"Order Difficulties" below.
If you experience download difficulties, please
follow these instructions:
In order for us to assist you, we require
the following information:
1. Email subject – “Award Certificate Difficulties”
2. Identify which product you purchased (we sell several)
3. Identify the file format you prefer (MS Word for PC, MS Word
for Mac, MS Word 97 or Rich Text Format)
4. The email address where you can receive the download.
5. The order confirmation number from the confirmation email.
Contacting Customer Service
Contact Customer Service.
Note:
Customer Service is monitored closely during business hours Monday
through Friday, Mountain Standard Time. In addition we make every
effort to check before and after business hours and throughout the
weekend to assist you, should you need it.
Ordering Difficulties With Credit Cards
PROBLEM: You were not taken to a download page
upon completion of your payment processing. This is an error with
the “gateway” service that processes your credit card
order for the bank. Unfortunately they cannot help you when this
error occurs.
SOLUTION: To receive your product you must contact
Customer Service. See details above
for contacting Customer Service.
PROBLEM: You receive a "No
file format was selected” message. This is an error with the
“gateway” service that processes your credit card order
for the bank. Unfortunately they cannot help you when this error
occurs.
SOLUTION: To receive your product you must contact
Customer Service. See details above
for contacting Customer Service.
Download Instructions
The download page has options to download
various file formats. Select the file format you wish to download
and click on the download button for that option.
If you select “Download Zip
File”
You will see a screen asking if you want to “Open
the file” or “Save it to your computer”,
select “Save”.
This brings up a “Save As”
screen asking you “WHERE” you want
to save your file. Our delivery system is set to save the file on
your desktop. Some computers are set to override our preferences
and direct all downloads to a “default” folder, which
is pre-determined by your computer. Often this folder is the “Temp”
folder. You can download the file to any location on your computer
you choose. We suggest that you download to your desktop because
it makes the file easy to locate. If you wish to download (or save)
the file to a different location than the one that appears in the
“Save In:” address bar, navigate up
or down to locate the folder of your choice. Make sure the “Folder
Name” or “Desktop” appears
in the “Save In:” address bar. Click
on the “Save” button.
The file begins downloading onto your computer
in the location you have chosen. A “Download”
screen shows the progress of the download and changes to “Download
Complete” when finished. When the download is completed,
click on “Close” to close the window.
If you selected “Desktop” as the location,
go to the desktop and look for your file.
Files with a .exe file extension
are self-extracting Zip files which were compressed to speed up
download.
Double-click the file icon to begin
the automatic “Un-Zip” process. An
instruction screen will appear which displays the following message:
“At the next screen select "Unzip", then "OK",
then "Close". Your file will be saved on your desktop
in a folder named "Certificate Kit". Click “OK”
A small window will appear displaying a message which states “1
file(s) unzipped successfully”. Click
on “OK”. This window closes automatically.
Click on “Close”
in the “WinZip Self-Extractor” window.
Your download is now complete. You will find a folder on your
desktop named “Certificate Kit”. Double-click
on the folder icon to open the folder.
Double-click on the file in this folder to open the Certificate
Kit in your word processing program. If it opens in a program other
than your preference, close the program,
open the program you prefer and open the file using the "Open"
command in the "File" menu.
If you have any questions contact Customer
Service. See details below for contacting
Customer Service.
If you select “Download MS Word
File”
Click on the "Download Button"
link to open the file in your browser. Once the file is open select
"Save As" under the "File"
menu, and save the file with the name that appears or a name of
your choice. You can save it to your desktop or to a folder of your
choice.
Troubleshooting - Download Issues
PROBLEM: You downloaded the
file and can’t locate it.
SOLUTION: Our delivery system is set to download
the file on your desktop. Your computer settings may have overridden
our settings and placed the file elsewhere. Try downloading the
file again and pay close attention to “WHERE”
your computer is downloading the file. Or, perform a search on your
computer “For Files or Folders”, searching for the kit
you purchased. This search function is generally available on the
“Start” menu. If you are unable to locate the file and
are unable to return to the download page, contact Customer Service.
See details above for contacting
Customer Service.
PROBLEM: You UnZipped the file and can’t
locate the "Certificate Kit" folder.
SOLUTION: Our delivery system is set to create
a folder named “Certificate Kit” on your desktop and
place the file in that folder. Your computer settings may have overridden
ours and placed the file elsewhere. First try downloading the file
again and pay close attention to “WHERE”
your computer is downloading the file. Or, perform a search on your
computer “For Files or Folders” named “Certificate
Kit”. This search function is generally available
on the “Start” menu. If you are unable to locate the
file and are unable to return to the download page, contact Customer
Service. See details above for contacting
Customer Service.
PROBLEM: You are unable to download the “.exe”
file.
SOLUTION: Settings on your computer may restrict
your use of “.exe” files. Return to the download page
and try opening the file in your browser. If the file opens in your
browser, perform a “Save As” to save
the file in the location of your choice. If you are unable to return
to the download page, contact Customer Service. See
details above for contacting Customer Service.
PROBLEM: You are unable to “UnZip”
the downloaded “.exe” file.
SOLUTION: Settings on your computer may restrict
your use of “.exe” files. Return to the download page
and try opening the file in your browser. If the file opens in your
browser, perform a “Save As” to save
the file in the location of your choice. If you are unable to return
to the download page, contact Customer Service. See
details above for contacting Customer Service.
PROBLEM: You receive error messages regarding
“graphics” when attempting to open the “.exe” file.
SOLUTION: There are several possible conditions
which cause this error, generally due to settings on your computer.
Return to the download page and try to open the file in your browser
selecting the "MS Word 97" file format. If you are unable
to return to the download page, contact Customer Service. See
details above for contacting Customer Service.
PROBLEM: You were unable to open the MS Word file
in your browser.
SOLUTION: There are several possible conditions
for this error, generally due to settings on your computer. To receive
your product you must contact Customer Service. See
details above for contacting Customer Service.
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