A lot has changed, but a lot is the same.  That can make it confusing, because you can still purchase and redeem course codes (as the old site used to do), but they are processed completely differently than in the past.

If you understand what’s changed, the new way won’t seem so confusing.  READ ON.

1. WHY we had to make the change:
   The old site used classes that were created using Adobe Flash.  On December 31st, 2020, Adobe and ALL WEB BROWSERS stopped supporting Flash.  Basically, we had to revise all of the courses before Flash support ended.  The courses were rebuilt using videos instead of Flash slide shows.  On January 1st, any website that used Flash content no longer worked.  Technology changes.  We had to adapt.  The course content is still the same.  The course delivery system had to be updated.
2. How course accounts were set up in the OLD system:
   The old site used a combination of pre-built and dynamically-created Username/Passcode combinations.  It also used thousands of pre-built accounts with “empty profiles”.  When you ordered a course in the old site, you would be issued a “username” (like SAFETY12345) and a random passcode (like P3H93UD).  RSO’s would typically purchase batches of username/passcode combinations.  Individuals could purchase one set at-a-time.  Upon logging into APNGA with the username/passcode combination, a pre-built account was unlocked for a particular course, and the user would fill out their profile information to “claim” their unlocked account.  If you have been using APNGA courses for years, that’s what you were used to doing and seeing.
3. How course accounts are set up now in the NEW system:
   The new system is more modern and works with a shopping cart/e-commerce setup much like popular online stores.  User accounts are not pre-built, awaiting to be unlocked.  They are created when someone places an order.  Rather than using pre-built combinations of usernames and passcodes, each user’s login name is their unique email address, and their password is whatever they choose during their purchase.  RSO’s can still purchase batches of courses for their people, but the “codes” now are not login credentials; they are voucher codes (CREDITS) that work as “100% Off” coupons.  Individuals with a voucher code will add the COURSE to their shopping cart, then apply the coupon CREDIT code as the payment method for their course purchase.  Just as the RSO or Purchasing Agent has an account that is automatically created when they buy CREDIT codes, individual gauge users have their own accounts that are automatically created when they redeem the CREDIT codes for COURSE enrollments.  Alternatively, individuals can now just pay for a course and enroll using their credit card.  Upon completing their enrollment purchase, their account contains whatever courses were paid for via paying by credit code or credit card.

Due to the fact that each account is now created by the individual (rather than pre-built), each person MUST use their own information when setting up their own account.  It gets “messy” if RSO’s and Purchasing Agents buy CREDITS, then try to set up all of the accounts to enroll their people.

If the RSO/Purchaser fails to log out of their own account after buying codes, then their people’s information is simply overwriting the RSO’s or Purchasing Agent’s own account.   As a result, the employee doesn’t get enrolled in the course, and the account email and password gets messed up.  The name on the certificate will be incorrect.  And the earth starts to wobble out out of its orbit around the sun.  You don’t want to be responsible for all of that chaos.  So RSO’s and Purchasing Agents should follow the instructions and let their people create their own accounts.

Think of it this way, as a “loose parallel”…   If you create an Amazon account for yourself and buy a gift card for a friend, that’s kind of like buying a course CREDIT code and giving it to your employee.  If your friend wants to buy a book on Amazon, that’s kind of like your employee wanting to enroll in a COURSE on APNGA.  If you’re still logged into your own Amazon account and decide to redeem the Amazon gift card for your friend, so you update all of your profile information to your friend’s name, email address, etc…  you would really mess up your own account by mixing it up with their information.  THAT’S WHAT HAPPENS if you’re logged into your APNGA account and try to redeem the CREDIT code to enroll your employee in a COURSE.

With the Amazon analogy, you’d give your friend their gift card.  Then your friend would go to Amazon, create their own account, and redeem their gift card to buy their book.

On APNGA, RSO’s and Purchasing Agents need to give their employee the CREDIT code (and step-by-step instructions).  Then the employee needs to go to APNGA, add the applicable COURSE to their shopping cart, and apply the credit code as a coupon to enroll in the course.  When they check out, their APNGA account is automatically created, and the employee is automatically enrolled in their course.

When you place an order (whether it is enrolling in a course, purchasing a credit for someone else to enroll, or redeeming a credit to enroll), your account is automatically created with your first transaction.

Your account login name will be your email address, and you choose your own password as part of the transaction.

Therefore, every account must have its own unique email address. So if you are planning to purchase courses for your people (technicians, employees, inspectors), you would order Credit Voucher Codes through your own account. Then give the codes to your people and have your people redeem their codes by creating their own accounts.

Do NOT purchase codes for your people and then redeem their codes for them while still logged into your own account. Doing so will result in their information overwriting your information, and then two problems will occur: 1) certificates will be printed incorrectly, and 2) your people will not be able to access their courses.

If you are buying courses for your people or helping them set up their accounts, be sure they follow the specific, step-by-step instructions when redeeming Course Voucher Credit codes.

Often times payments get declined because the transaction is for a good or service that is not typical for your account. Payments get coded for each business type by merchant account processors. In the case of our courses, the transaction would be coded as an online software or online education service, which your bank might interpret as potential fraud because it is 1) not the typical type of purchase you make, and 2) it is an online transaction without the card being physically present to swipe or insert into a card chip reader.

Other reasons could be that the name on the transaction does not match the name on the card. Be careful with this, because you if the card belongs to someone else who is purchasing the course for you, THEY need to purchase CREDITS and give you the voucher credit code, and YOU enroll in the course using the code as your payment method. That way, their information does not populate your course completion certificate, and you aren’t enrolled under their account. The instructions on the right-side of the APNGA home page are very specific about this.

Of course, the other reasons for a credit card decline are much more typical.
* The card number could be wrong.
* The card could be expired.
* The CVV code might have been entered incorrectly.
* The card might be maxed out.
* If it’s a debit card, funds may not be available.
* The card could have been reported lost or stolen.
* Etc.

If you are enrolling in a course by paying for it yourself (using your own credit card) or by redeeming a credit voucher code that was given to you, then you will add the COURSE(s) to your shopping cart.  Then check out using YOUR information… nobody else’s information.  In other words, all names and email addresses should be YOURS when checking out.  Also, be sure your computer is not logged into anyone else’s APNGA account when you start the enrollment process and check out.

If you are purchasing a course for someone else (an employee, technician, inspector, etc.), then purchase CREDIT(s) for the course(s) that you want them to enroll in.  Give them the credit voucher code numbers so they can enroll themselves in their course(s) using the downloadable Voucher Instructions.

IMPORTANT NOTE: When ordering course voucher credit codes for someone else, order the codes through YOUR OWN account and be sure to use YOUR information in all of the name and email address fields, NOT THEIR information.  You have your own account.  They have their own account.  Don’t enter their information in your account.  Don’t enter your information in their account.

When you order CREDIT codes, there are three places you can find them.

1. On the order confirmation screen, immediately after you have completed your purchase.
2. In the Order Completed email that you receive after completing your purchase.  (Be sure to check your spam folder)
3. In your APNGA.com account.  When you log into your account (using your email address and password), all of the order details including credit voucher codes will be shown on your account profile page.

Yes, the CREDIT code is already paid for.  The CREDIT code becomes the “money” used to purchase the COURSE.

Think of it THIS way:

If you have a coupon for a free gallon of milk at the store (100% off), you don’t have a gallon of milk.  You have a COUPON for a gallon of milk.  You can redeem the coupon yourself and drink the milk.  Or you can give the coupon to someone else to redeem.  Either way, it’s WORTH a gallon of milk, and it can only be used to BUY a gallon of milk…

Likewise, if you have a voucher CREDIT code for a course, it is a “100% Off” coupon for that course.  You can use it yourself, or you can assign it to someone else to redeem.   Either way, the CREDIT is worth the value of the applicable COURSE, and is valid for buying/enrolling in the course.

One common situation we see is that people sometimes add a CREDIT to their shopping cart, thinking that they are enrolling in the course.  Then they try to complete their purchase by applying a CREDIT code that their RSO or Purchasing Agent gave them for the enrollment.  They receive an error saying that the code can’t be used for the product in the shopping cart.

Back to the coupon for the gallon of milk for a moment…  You wouldn’t go to the store with your “100% Off” coupon for a gallon of milk, and try to purchase another “100% Off coupon for a gallon of milk.”  What would be the point?  The same is true with APNGA CREDIT codes.  You’ll need to add the COURSE to the shopping cart and pay for it with the CREDIT…  Not try to buy a credit code with a credit code.

On the right-side of the APNGA Home Page, you’ll find specific instructions for redeeming voucher codes.  So… the classes are paid for when the credit code was originally purchased.  Buying the course with the credit code isn’t paying for the course twice…  It’s simply enrolling in the course by exchanging the course for the pre-paid credit.

If you have purchased the course directly (versus purchasing a CREDIT), then you are already enrolled. Simply log into your account by clicking “Course Login” at the top of the screen, and your course(s) will be listed on your Profile Page. Click on the course name on your Profile Page to begin the course.

If you have been given a course enrollment CREDIT VOUCHER CODE, your course has already been paid for.  You will need to redeem your credit voucher by adding the course to your cart, then check out using the course credit voucher code as a coupon to make the shopping cart total zero. ($0.00). Be sure to follow the instructions on the APNGA Home Page to enroll in the course using your credit voucher code. Download the Voucher Instructions and follow them step-by-step to ensure you properly enroll in your course.  PLEASE don’t skip any steps.

Be sure to read the instructions in the “START HERE” section (in the gray column) on the APNGA home page.  Follow them STEP-BY-STEP, verbatim.

This error is usually caused by one of two reasons:

1. You are trying to use a Username/Passcode from our old system, which is not valid in our new system.  If this is the case, we will replace unexpired/unused codes with a replacement voucher code for enrollment.
or
2. You mistyped the code.  It is easy to mistake the number “1” for the lowercase letter “l” or uppercase letter “I”, or the number “0” for the uppercase letter “O”, etc.  If you were given a code that was hand-written by someone else who misread it or transposed letters/numbers, you will receive this error as well.  The best way to avoid this error is to copy and paste the voucher code from an email into the coupon code slot.

This error typically happens with GROUP multipack codes (one code that is valid for five people to enroll in all five classes).

The coupon is valid for five individuals to enroll.  But each person (account) can only use the coupon code one time.

If you are trying to redeem a Group MultiPack code and receive this error, one of two situations is occuring:

1. You are using a computer that is still logged in to someone else’s APNGA account who has already redeemed the code, so the system thinks you are THEM, and won’t let you use the code a second time.  (LOG OUT of their account, then try to redeem the code).
or
2. The code has already been used by five people, and you are attempting to redeem it a sixth time.

If you are using a single-use code for one of the other courses (Gauge Safety, HAZMAT Refresher, etc.), then this error means that the code has already been used by someone else.  (See your RSO or purchasing agent to obtain a new code).

When you receive the message saying, “Sorry, this Course Credit Code is not applicable to selected products”, it is because you have tried to apply a course code to the wrong course. When you see this error, it indicates that the course voucher code is a valid coupon code, but is simply not applicable to the product you are trying to order. (If the code were invalid, you would get the error that “the code doesn’t exist”.)

This “not applicable” error occurs most commonly when someone is trying to use a MultiPack code to redeem an individual course. MultiPack codes begin with APNGA, GRP, RAD, or MULTI. The correct product to apply them to is the 5-course MultiPack for 1-User ($49 course pack). Even though you may only be looking for your person to take one of the five courses at this time, the code is for the MultiPack enrollment of all five. When your person enrolls in the multi-pack, they can take just course they need at this time, leaving the other four courses for a later date.

The other reason this “not applicable” error occurs is if you add a course CREDIT to your cart (instead of a course) and try to apply the coupon code to buy it. If you think about it, it doesn’t make much sense to “buy a gift card with a gift card”… which is essentially what you’re trying to do in this case. You can’t use the CREDIT code to buy a credit code. Be sure that you have added a COURSE (not a course credit) to your shopping cart, and you should be able to check out.

This is most likely because your company’s email server is rejecting external emails which contain links.  (Other reasons may be that you misspelled your email address or used an incorrect email address in your profile).

Emails from APNGA for the courses which are required by your regulatory agency will be BLOCKED by your company’s email server if your company has set rules to block external emails containing links.  They will be undeliverable by your company’s mail flow rules.   These bounced emails include, but are not limited to:

• Order Receipts.
• Order Completion Emails Containing Voucher Codes for Course Enrollments.
• Password Reset Links for people who request to reset their login passwords.
• Test results for certification tests taken by your employees.
• Certificate confirmations for completed courses.

The solution to this problem is very SIMPLE.  To fix these issues and allow us to provide the support you need, please have whoever manages your company’s mail server policies (mail rules) whitelist emails from Support@APNGA.com and Admin@APNGA.com as “safe senders”.   These emails will routinely come from IP Address 35.209.33.172 .  Provide this information to your IT department, network administrator, or email manager.

APNGA cannot change the outgoing format of our emails to cater to your specific company.   We serve hundreds of companies, and what is “acceptable format” for one company will just as easily be “not acceptable” to another company’s rules.  Therefore, to receive the important emails cited above, the only way to fix the problem is to simply whitelist APNGA emails.

When making an initial purchase or resetting your password, STRONG passwords are necessary. A strong password has the following characteristics:
1. It does not use part of your name or email address. (So if your name is John Doe, it wouldn’t be “Doe2021”.
2. It does not use a predictable pattern of letters or numbers. (So using “123”, “987”, “ABC”, “xyz”, “222”, “aaa”, etc.) would be considered “predictable” based on the sequence or repetition.
3. It does not use default, typical, plain-language words that people commonly use. (“Password”, “Admin”, “Administrator”, etc.)
4. It contains at least 8 characters.
5. It uses upper and lower case characters.
6. It uses a combination of letters, numbers, and symbols.

If you try a password and the system does not accept it because it is not strong enough, try adding a symbol such as “!” or “#” to the end of it.

Username/Passcode combinations from the old APNGA website (prior to January 2021) will not work as login credentials for the new website.  The new website uses your email address as the login name, along with a password you choose.

If you are sure you are using the correct username and password for your account on our new system, then try clearing your browsers cache and cookies in your browser’s privacy settings. Clearing out any remnants from previous login attempts often gets everything working again. If you purchased codes from our OLD system: If you have a valid, non-expired Username/Passcode combination from the old website, you will need to enroll in your APNGA course(s) in the new site.  We replace unexpired/unused Username/Passcodes with credit voucher codes that can be used in the new system.

First, try using your old Username and Passcode as a credit voucher code as follows:
1. Download the Voucher Instructions
2. Use your old Username and Passcode as a credit voucher code by combining them, adding a hyphen (-) between them, and entering them as a voucher code in the coupon field.
(Example:   USERNAME-PASSCODE  )

To log into your APNGA account, your login name is your email address associated with your account, and the password is what you selected when you created the account.

If your email address isn’t working, be sure to check that you spelled everything correctly, using the same email address that was entered into your profile when you enrolled in the course.

If someone else enrolled you in your course and you are sure you are using your correct email address, it is possible that they did not follow instructions when enrolling you in your course.  If they failed to log OUT of their own account before attempting to enroll you in your course, their email account information may have overwritten yours, and it will require technical support to correct the problem.

If you forgot your account password, click on the “Lost your password?” link at the bottom of the login screen.  A password reset link will be sent to your email address.  When you receive your reset link, you will be able to reset your password.  Be sure to check your spam folder for the email with the password reset link.

NOTE: If you do NOT receive your password reset link email, it is very likely that your company’s email server is blocking incoming emails containing links.  You will need to address this issue with whomever manages your email server’s SPAM settings.  Tell your email service provider (or whoever manages your company’s email account settings) to “Whitelist emails from APNGA.com, and make APNGA.com a safe-sender”.  If they ask for the IP address of the APNGA website, it is 35.209.33.172.

Log into your APNGA account. Your courses will be listed towards the bottom of your profile page. Find the course you want to open, and click on the course name.

If you are logged into your APNGA account, click on the green “View My Courses” button on the APNGA Home Page to arrive at Your Profile Page.

If you are unable to log in, try resetting your password. Your login credentials are as follows:
Login Name: Your email address Login Password: Whatever you set it to when you created your account, or whatever you reset it to at a later time.

ALSO, be sure you actually enrolled in the COURSE, rather than buying a course CREDIT. If you purchased a course CREDIT code, you will need to redeem the credit code for a course enrollment by ordering the COURSE, and applying the credit code as a coupon to bring the cart total to $0.00.

If you can’t log in to your account, be sure to check the spelling of your email address and caps-sensitive password.

If someone signed you up for the course and created your account for you, they may have failed to follow the instructions and comingled your account with theirs. If that’s the case, APNGA tech support will need to separate the two accounts.

The course videos have a volume control on their control panel.

To adjust the course volume on the video, hover your mouse over the video and the volume control is to the right of the course progress bar.

Also be sure to check your computer’s volume control to ensure it is turned up, so you can hear the course video.

Check your browser.  Be sure you are NOT using Internet Explorer.  Internet Explorer is not compatible.

1. Try using Chrome, FireFox, Edge, or Safari.

2. If that doesn’t work, clear the cookies and cache of your browser to ensure you are working with clean data.

3. If that doesn’t work, try a different computer, or a different device (tablet, iPad, smartphone) to ensure that it is not a browser or network settings issue.

When you complete a course on APNGA, your course completion certificate is downloadable from the website.  Go to the bottom of the APNGA Website and click on the Certificate Verification Tool where it says “Verify a Course Certificate”.  Enter the email address used to login to your account.  Your current certificates for completed courses will be listed.  Click on the one you want to download.

Course certificates are available for CURRENT ENROLLMENTS only.  If you retake a course or once your course enrollment expires, the certificate for the previous or expired course will no longer be available.

Course certificates prior to January 2021 (APNGA’s previous website) are no longer available.

Log into your APNGA account. Look beside your courses. Find your certificate and click on it. Then download it from the browser.

Or, use the Certificate Verification Tool at the bottom of the APNGA website. Enter your email address in the tool, and a list of your current certificates will be shown. Click on a certificate number, then download the certificate from the browser.

APNGA only stores certificates for CURRENT course enrollment periods. To obtain a copy of your certificate for a class you took in a previous period, you will need to see your RSO. RSOs are required to retain certificates for their operators, inspectors, employees, etc.

This happens most commonly when the person who purchased a course for you did not follow instructions and failed to log out of their OWN account before enrolling you in your course.  A second reason may be that they didn’t follow instructions and purchased a course for you from the “Enroll in a Course to Attend Yourself” section, entered your information to enroll you, then entered their billing information to pay for the course.

So they either purchased a course CREDIT from within their account and then redeemed it using your name without first logging out, or they purchased a course directly, using different billing account information in your account which overwrote your profile information with theirs.  Either way, they didn’t follow instructions and someone else’s information ended up on your certificate.

We can correct the problem by separating their account from your account, but you will end up having to take the course and/or test again from your own account in order for your certificate to be correctly printed with your name on it.

You won’t be charged to take the course over in a case like this. We just have to reset the course for you. Completing the course from within your properly-set-up account will trigger the system to use YOUR name on the certificate, rather than someone else’s.

Please send us a support form with your correct first and last name, and your email address. We’ll fix the problem and get back to you.  Unfortunately, there’s wasted time & inconvenience when the instructions aren’t followed and someone takes a course under someone else’s account, resulting in the certificate being issued in the RSO’s or purchasing agent’s name instead of the correct individual’s.

It is a completely avoidable mistake: Just follow the simple step-by-step instructions on the right-hand side of the APNGA Home Page.  Two minutes of reading can avoid hours of wasted time, confusion, and complications with untangling accounts.

APNGA only retains certificates for CURRENT enrollment periods.  Once a course access expires, all course progress for that course (including certificate access) is automatically deleted.  You will notice that it is mentioned several times (on the course pages and within the course videos) that it is VERY IMPORTANT to download and print your certificates once you have successfully completed your courses.  Give a copy to your RSO, and keep a copy in safekeeping for your own personal records.

Course Expiration: Keep in mind that your CURRENT courses can expire in two ways: 

1. They time-out expire when they reach the end of their valid enrollment period, or
2. They expire when superseded by a re-enrollment in the same course type (for example, if you are enrolled in an annual refresher course, and re-enroll in the same annual refresher course the following year.)  RE-ENROLLMENT in a course will cause your existing course progress and certificate to be deleted as part of resetting your course data to retake the course.

Your RSO is required (by the regulatory authorities) to keep a copy of your training certificate on file.  If you need a copy of your certificate at a later time, whether from your current or previous employer, you will need to request it from the cognizant RSO who oversaw your training certification.

If you need proof of training certification for a course and are unable to obtain a copy of your certificate from your RSO, you will need to retake the course to obtain a new certificate.

You will notice an IMPORTANT NOTE on the shopping cart checkout page about re-enrolling in courses.

Each account can be enrolled in each of the five courses offered by APNGA.  Some people are enrolled in just one course.  Some people enroll in all five classes.  But you can’t be enrolled in more than one of the SAME course at a time.  In other words, you can’t be enrolled in two instances of the Gauge Safety Course at the same time, or two Annual Employee Refresher Courses, etc.

Some courses are required to be taken as a periodic refresher: The USDOT HAZMAT Refresher Course, and the The Annual Employee Refresher.  It is SUPER IMPORTANT that you understand (as we specify on the order checkout page) that when you RE-ENROLL in a course to take it again, your previous course progress, test results, and certificates are deleted as part of resetting the course to a “NEW” condition.

Therefore, it is SUPER IMPORTANT that you download and print the completion certificates from your courses BEFORE you re-enroll in the same course type.  Once you re-enroll and the data is deleted, it is NOT recoverable.

We realize that we mention this MANY times throughout the website and the courses.  It’s in the FAQs (here).  It’s programmed into our APNGA ChatBot.  It’s specified on the Shopping Cart Checkout Page.  And in the course videos as well as on the course pages, we specifically IMPLORE you to download, print, and keep a copy of your certificates.  We really, Really, REALLY don’t want you to make the mistake of forgetting and/or having to retake courses over again.  So PLEASE take heed of our Important Notes.  Spare yourself the frustration and inconvenience, and possibly the violations and fines for non-compliance during a regulatory audit.  MAKE SURE you have your certificates! 

All of that said, here is a CAUTION for RSO’s and Purchasing Agents who enroll their employees in courses.  The step-by-step instructions are written specifically to avoid the problem of incorrectly enrolling your people.  We mention several times that each person must use their own account with their own information, and that one account must be logged out before another is logged in.  If you do not follow the step-by-step instructions, it is VERY LIKELY that you will mistakenly enroll your people into OTHER people’s accounts… possibly even your OWN.   If that happens, you could be erasing someone’s course progress… and that someone could be YOU.

For example, let’s suppose you have taken and completed all five APNGA courses yourself as the RSO, and you’ve completed them, and earned your certificates.  Then you set out to enroll your people in some of the courses.  If you purchase a batch of codes for Gauge Safety Courses and Employee Annual Refresher courses, and you fail to follow instructions by logging out of your own account before trying to enroll your people, you will be DELETING your own certificate and course results for those classes because you won’t be enrolling your employees– You will be re-enrolling in those courses in your own account!

AVOID SUCH PROBLEMS by following the very simple, step-by-step instructions on the APNGA Home Page.  It’s a checklist.  Do it by-the-numbers, and you’ll be fine!  Strongly consider supervising your people enroll themselves (on their own computers whenever possible) using solely their information (name and email address) via the step-by-step instructions provided.

To streamline and prioritize support, (especially during COVID-19 contingencies), APNGA provides email tech support.

We also offer LIVE CHAT SUPPORT when an admin is online. Check the bottom of the APNGA ChatBot window to see if the LiveChat icon is showing.  If it is showing, it means that LiveChat may be available.   LiveChat is not guaranteed to be available.  If you enter the LiveChat area and do not receive a response within a few minutes, it’s possible that the admin is logged in but not readily available to chat.

If your chat request is not responded to, many common issues can be answered with the APNGA ChatBot app.  Ask your question in the ChatBot by clicking near the bottom on the words where it says “Send a Message“.  If you find the answer you need, AWESOME!   If you don’t, then send us an email via the Contact Form at the bottom of the web page.  When using the form, provide DETAILS.  We can’t answer blank forms or forms with nothing but the name of a course.  Examples of GOOD and BAD form submissions:

• Example of Good Form Submission: I can’t log into my APNGA account.  My login email is xyz@email.com.  I’ve clicked “lost password” but didn’t receive a link.
• Example of Good Form Submission: I’m having trouble redeeming my coupon code.  My code is SAF-3JDLI8D97J-A.  The order number was #82832.  It was ordered by John Doe on February 2, 2021.
• Example of Good Form Submission: I purchased a username/passcode in the old system.  I tried the conversions to a voucher code as described in the instructions.  It still would not take it.  The username is: APNGA39394.  The passcode is: 3KF8DN.  It was ordered on August 5, 2020.
• Example of Good Form Submission: My certificate was printed with John Doe’s name on it.  My name is Joe Smith.  My course order number was #81544.  Jane Jones enrolled me in the course using voucher code HAZ-DK86DKDNW-A on March 2, 2021.
• Example of Bad Form Submission: Gauge Safety Course.
• Example of Bad Form Submission: I can’t login.
• Example of Bad Form Submission: Call me at 717-555-1212.
• Example of Bad Form Submission: Need my certificate.

When we receive Contact Forms or emails that contain no information and no details, we really can’t do anything with them.  We have to prioritize our time to work with people who provide us enough information where we can look into the order details, user accounts, coupon code settings, etc.  It sometimes requires a little bit of “detective work” to figure things out.  We cross-reference orders, to people, to voucher codes, to email addresses, etc.  Sometimes we find it’s a spelling error in the name or the email address.  Sometimes we find that someone mixed up their voucher code, or perhaps used a letter “O” instead of the number “0”.  Sometimes we find that accounts were co-mingled due to not following instructions, and we need the details to sort it out.  So, in advance, we’re asking you to “Help us help you.”  Give us something to work with.  We need details.

Use the online forms or send an email to support@apnga.com, and we will get to your specific issue as soon as possible. Most issues require a bit of research to cross-reference order numbers, usernames, email addresses, and voucher code numbers, etc… so putting people “on hold” while we dig into the details is not a good use of anyone’s time.

We do not offer telephone tech support.  Why?  Because it slows down the “detective work” process in getting your issue resolved.  And while we’re on the phone with one customer, other customers end up leaving voicemail messages like the “Bad Examples” above, without providing details, and they often don’t leave their email address or spell their names, so we aren’t able to provide good service to them.  There are a lot of reasons.  Just realize, we want to resolve every tech support issue as quickly and efficiently as possible.  With our email support system, our average time to resolve an technical support issue is between 4-6 minutes, compared to 10-15 minute phone calls that keep you waiting on-hold.

As we discover trends and streamline resolutions, we update our APNGA ChatBot with new FAQs and response data, so it becomes more useful over time.  It uses artificial intelligence to match your questions with answers in our database…  so it continually gets “smarter” and delivers more meaningful answers.

We typically answer every support email within 4 to 6 hours.  Almost every support ticket is resolved same-day.  With over 66,000 past and present customer accounts to keep up with, we’d like to think same-day resolution is a decent track record.