A: The digital study guide is delivered to the email address provided during checkout via a secure file delivery service called WeTransfer, typically at the same time that access to the online bonus members area is approved (depending on the delivery method chosen). Please check both your inbox and your spam/junk folders for an email from WeTransfer containing your download link.

- Standard Delivery: Sent within 72 hours of purchase

- Expedited Delivery: Sent within 24 hours of purchase

Download links remain active for 7 days, so be sure to download your file as soon as possible. If you do not download the guide before the link expires, or if the file is lost, a replacement link may be requested within 30 days of purchase. Requests made after 30 days will require a new purchase. Be sure to download and save your study guide to a secure location as soon as it’s received.

A: If you’re having trouble downloading your file from WeTransfer, here are some steps you can take to troubleshoot the issue. Please note that WeTransfer links expire 7 days after being sent, so be sure to download your file as soon as possible.

1. Use a different internet browser when performing your download

It is strongly recommended to use Google Chrome, as it tends to work best with WeTransfer. Some browsers may not properly download or "unpack" the file, which may affect access. Once downloaded successfully, you can then transfer or email the file to your other compatible devices to be viewed in Adobe Reader. Download Google Chrome

 

2. Switch to a PC or laptop to download the file

If you're trying to download the file on a mobile device or tablet, you may experience issues. For best results, when using the WeTransfer download link, please use a PC or laptop with Google Chrome installed. Once downloaded successfully, you can then transfer or email the file to your other compatible devices to be viewed in Adobe Reader.

 

3. Check your internet connection

A slow or unstable connection can interrupt the download. Make sure you are connected to a stable and reliable network.

 

4. Clear your browser cache

If you continue having trouble, try clearing your browser’s cache and then retry the download.

 

5. Make Sure Cookies Are Enabled
If you're clicking the WeTransfer download button and the download doesn’t start, your browser could be blocking cookies. Cookies may be needed for authentication before the download can begin. Go to your browser settings and make sure cookies are enabled. View instructions for enabling cookies

 

6. Make Sure Your Download Link Has Not Expired
Download links remain active for 7 days from the time of purchase. As noted during checkout and in your email instructions, it’s important to download your guide as soon as possible. Replacement links can only be requested within 30 days of purchase, so be sure to download and save your file in a secure location. If more than 30 days have passed, a new purchase will be required to regain access.

A. If your downloaded file is opening with unreadable characters, garbled text, or strange symbols, here are some troubleshooting steps you can take:

1. Use a PC or laptop to download the file via the WeTransfer download link

Some mobile devices and tablets do not fully download or properly unpack the file, which can cause display issues. For best results, please use a PC or laptop with Google Chrome installed to download the file. Download Google Chrome

 

2. Ensure the file is fully downloaded

If the download was incomplete or interrupted, the file may attempt to open incorrectly. Please confirm that the full file has been downloaded before opening it. Downloaded files are typically saved by default to your device's "Downloads" folder.

 

3. Use Adobe Reader to view the file

Some devices may attempt to open the file in incompatible programs such as a browser preview, Notepad, Files app, or other apps that cannot properly render the content. The study guide was specifically designed for use in Adobe Reader, which is free to download and available in most app stores or directly from Adobe’s website. Get Adobe Acrobat Reader

 

4. Avoid opening the file directly in a web browser

Opening the file directly from the download link in a web browser or file preview app may cause it to display incorrectly. Save the file to your device first, then open it manually using Adobe Reader.

A: If your study guide is prompting you for a password, it’s likely because it’s being opened with incompatible or unsupported software. While the guide is secured, it does not require a password when viewed using Adobe Acrobat Reader, which is the recommended PDF viewer. Programs like Chrome PDF Viewer, Notepad, Preview (on Mac), or some mobile apps may not fully support the guide's secure PDF features and can mistakenly trigger a password prompt. To resolve this issue:

1. Download and install Adobe Acrobat Reader (free): Get Adobe Acrobat Reader

2. Save the file to your device, then open it directly in Adobe Acrobat Reader using a compatible laptop or desktop.

3. Avoid opening the file in a web browser, email preview window, or basic PDF viewer.

Note: As reminded during checkout, the demo guide should be tested on your device to confirm full functionality.

A: To highlight text, add sticky notes, or interact with section progress charts, it's recommended to use Adobe Acrobat Reader—a free PDF viewer. Get Adobe Acrobat Reader. For the best experience, a laptop or desktop is recommended, as full functionality is typically best supported on those devices. With Adobe Acrobat Reader and a compatible device, you can potentially:

• Highlight important text

• Add sticky note comments

• Interact with section progress checkboxes and score logs

• Save any of these changes for future reference

Note: As reminded during checkout, the demo guide should be tested on your device to confirm full functionality. Some devices (such as certain phones and tablets) may not support notes or annotation features. Adobe currently offers tools to make these changes, but software capabilities may change over time.

A: If you're having trouble logging into the online bonus quiz area, there are a few common issues that may be causing the problem. Before contacting support, please review the steps below to troubleshoot and ensure all access conditions have been met.

1. Make Sure the Full Processing Time Has Passed

Access to the Members Area is granted after your order has been processed and approved, which can take up to 72 hours for Standard Delivery purchases, and 24 hours for Expedited Package purchases. Please do not contact support about login issues until the full processing time for your purchase option has passed. During this time, your order is still being processed. You will need to continue waiting for your study guide download link to be delivered via email, and your bonus access to the online quiz area to be approved.

 

2. Check for Typos

If you're seeing a red error message that says “The Email Address or Password You Entered Was Incorrect”, carefully check for typos. Even small issues (like an extra space, period, or misplaced character) can cause login errors. The system will deny access if the email address is incorrect or doesn't match an existing, active account.

 

3. Make Sure Cookies Are Enabled

If the page reloads after clicking "Log In" without any error message and you're not signed in, your browser may be blocking cookies. Cookies may be needed for authentication. Go to your browser settings and make sure cookies are enabled. View instructions for enabling cookies

 

4. Recover Your Password

If the password might have been forgotten, click the "Forgot Your Password?" link below the login form. Instructions for resetting your password will be sent via email. Please make sure to check your inbox and spam/junk folders.

 

5. Check If Your Bonus Access Has Expired

Bonus access is valid for one year from the date of purchase. Check your receipt to confirm whether your bonus access period has ended.

 

6. Try a Different Browser

Browser compatibility can vary. If issues persist, try signing in using a different internet browser. Google Chrome seems to work well when viewing and using the site. Download Google Chrome

A: If a quiz or exam isn't loading or responding when you click the Start button, there may be a browser or input issue preventing it from launching properly. Please follow the steps below to troubleshoot common causes and resolve the issue.

1. Check Your Email Address for Typos
If you're seeing a red error message that says “Invalid email ID”, carefully check for typos. Even small issues (like an extra space, period, or misplaced character) can cause errors. The system will deny access if the email address is incorrect.

 

2. Make Sure Cookies Are Enabled

If you're entering your email address, clicking the Start button, and the page reloads without starting the quiz (and no error message appears) your browser may be blocking cookies. Cookies can be needed for authentication. Go to your browser settings and make sure cookies are enabled. View instructions for enabling cookies

 

3. Use a Different Internet Browser

Browser compatibility can vary. If issues persist, try accessing the quiz or exam using a different internet browser. Google Chrome tends to work well when viewing and using the site. Download Google Chrome