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Frequently Asked Questions


Below are answers to frequently asked questions. After reading the FAQs, if you still need assistance, feel free to contact the Surgent Customer Care Team.


Frequently Asked Questions

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  • Can I get a refund for my purchase?

    Refunds are available within 10 days of the original order date provided that no webinars have been attended and/or no credit has been earned. 

    If you have made your purchase through your state society, you must contact them for a refund.
  • Can I transfer my registration to another person?

    Registrants may transfer their registration to another attendee with no penalty. Please call (800) 778-7436 to transfer, or email info@surgent.com. Please note: This policy does not apply to packages - please see below.
  • What if I need to cancel my registration?

    A full refund will be given for all cancellations received up to 5 p.m. Eastern Time of the business day prior to the webinar. No refunds will be given for cancellations received after that point; however, transfers are permitted (see below). Please note: This policy does not apply to packages - please see below.

    If you have made your purchase through your state society, you must contact them for a refund.
  • Can I transfer my webinar package to another person?

    Before the first webinar has been taken as part of the package, the package can be transferred to a person other than the original registrant. However, once the first webinar has been taken, the name on the package cannot be changed.
  • For 16-credit packages, can I transfer from a course I have selected to a different course?

    Registrants with these packages may transfer to a future at any time up to the starting time of the original webinar. Please call (800) 778-7436 to transfer, or email info@surgent.com.
  • Can I transfer my registration to a future webinar?

    Registrants may self-transfer to a future webinar (of equal credit) at any time up to the day before the webinar. Please visit www.SurgentCPE.com, click “Login” at the top right portion of the screen and enter your username and password. If you do not remember your password, press the "Forgot?" button to receive a password reset email.

    You can access the webinar you wish to transfer under the "My Webinar Registrations" tab. Transferring on the day of the webinar, after the webinar has occurred, or to another registrant, must be done internally. Please call (800) 778-7436 or email: info@surgent.com.

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  • Do I have to take a test to verify my participation in the webinar?

    No. Surgent webinars are considered to be live presentations, so no CPE exam is required. However, individual viewers must respond to attendance verification popups throughout the course, and group members must have their attendance verified by a proctor. Please refer to the instructions in your registration confirmation email for complete details.

  • What happens if I don't respond to an attendance check in a live webinar?

    You must respond to at least 75% of the attendance checks to earn full credit. If you do not meet this minimum percentage, your CPE credit will be reduced.  You may receive half credit (50% to 74%), or zero credit (less than 50%).

  • Will my state board of accountancy accept my credits?

    Surgent is registered with the National Association of State Boards of Accountancy (NASBA) on their National Registry of CPE Sponsors (sponsor #103212); as such, our credits are accepted in all 50 states. However, credits in different states may vary, so please check with your state board. New York and Texas require sponsors to register individually with their state. Our registration numbers are: 9314 (Texas) and 000618 (New York).

  • If I am viewing a webinar by myself, how do I get my CPE credits?

    To earn your credit, you are required to respond to attendance checks on-screen at intervals throughout the webinar. You must respond to at least 75% of the attendance checks to earn full credit. In most cases, you will receive your CPE certificate via email on the same day as the webinar. Note: Please allow up to 24 hours for a certificate to be generated and an email notification to be sent to you. 

  • What kind of CPE credit will I receive?

    Live webinars provide group Internet-based credits. The specific NASBA field of study is listed on each course description.
  • I am an Enrolled Agent. Do any of these webinars qualify for my continuing education?

    Yes, most of our tax webinars qualify for IRS credit for Enrolled Agents and tax preparers. The course description will indicate if the webinar is IRS-qualified. If you are unsure, please contact Surgent at (800)778-7436 or info@surgent.com,
  • Who is issuing the CPE credit?

    Surgent issues the CPE certificates.
  • How do I receive my CPE certificate?

    After the webinar, please allow up to 24 hours for your certificate to be generated. You will receive an email notification when the certificate in available for download from your Surgent profile

     
    You can view your certificates by logging into your profile, by clicking on "Login" in the upper right portion of our website.  Once logged into your profile, you can see all the certificates you have earned by clicking on the "My Certificates" tab.

  • I am a Certified Financial Planner (CFP). Do any of these webinars qualify for my continuing education?

    Absolutely!  Filter by CFP on our live webinar search page to determine which webinars qualify.
  • What happens if I miss more than 25% of attendance checks during the webinar (individuals) or if I am absent for part of the webinar (groups)?

    Your CPE credit may be reduced accordingly.
  • Can my firm issue our own CPE credit?

    No, all CPE credit must be issued by Surgent.
  • How are CPE credits issued?

    CPE Certificates are issued by email after the Attendance Verification Form has been received and processed. Surgent reserves the right to adjust CPE credit for participants arriving late or leaving early.
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  • How is my attendance verified?

    For individual viewers, respond to the attendance checks on-screen as they are presented during the webinar to verify your attendance. The attendance checks will appear as a popup over the webinar screen, with instructions to click to confirm your presence. There is an audio notification on computers for this check, but there is no audio notification on mobile devices. 

    For groups (2+ users logged in on one device) your proctor is responsible for verifying your attendance. Please refer to your email instructions from Surgent for complete details about your group attendance form. Groups do not need to click on the attendance verification popups during the webinar; only the form in your registration confirmation email is required to be filled out and submitted to earn CPE credit. Only group members listed with individual webinar registrations will earn credit. Group members on the attendance list without a paid registration will not earn CPE credit. 
  • How are questions submitted to the presenter during the webinar?

    You can type questions to the presenter using the online “Question & Answer” pane. For group settings, one person can submit any questions from the group. The presenter will answer as many questions as possible during one or more designated Q&A sessions during the webinar. When submitting question, please remember that Surgent discussion leaders may only answer questions you have exclusively about the course material. No specific situations can be commented on. If legal advice or other expert assistance is required for a specific situation, please seek the services of a competent professional.

    Please note that questions submitted prior to the webinar will not be addressed, please wait to submit questions until you are sure that your question was not touched on during the program.

  • What do I get with each webinar?

    Course Materials:

    • A copy of the webinar PowerPoint presentation will be ready for download/print in your Surgent account, prior to and during the webinar..
    • A copy of supplements (if available) will be ready for download/print in your Surgent account, prior to and during the webinar.

    Live Event Experience:

    • You will have access to live webinar broadcasts, presented by leading experts from Surgent.
    • Webinar broadcasts will include a display of the course materials, audio of the speaker, and video of the speaker (if applicable).
    • You will have the ability to submit questions to the presenter during the live course.

    CPE Credit:

    • CPE credits within 24 hours of the completion of the webinar. A certificate will be available to download in your Surgent account. An email notification will alert you when a new certificate is available to download/print. 
    • CPE credit options for individual viewers: For individuals, attendance checks will be presented throughout the webinar. Earn credit without interrupting the webinar!
    • CPE credit for viewers in a group setting: Groups can verify attendance through use of a proctor and an attendance list. The attendance list and instructions can be found in your registration confirmation email.

    Support and Communication:

    • You will have an Outlook add-to-calendar feature in your registration confirmation email.
    • Registration email reminders will be sent prior to the webinar event date
    • Customer Service and/or Technical Support will be available up to 30 minutes prior to the start time of your webinar, as well as during the entire webinar event.
  • What is your privacy policy?

    Our customers' privacy is very important to us. Click here to read our Privacy Statement.

  • I am the proctor for my group. What are my responsibilities?

    It is your responsibility to verify that all members of your group who are seeking CPE credit do attend the webinar and are not absent for any significant portion of the course. You must also be present for the full webinar.

    Print the Attendance Verification Form from your registration confirmation or reminder email. Then, have all attendees at the webinar print their names, indicate their arrival and departure times, and provide their signature. Lastly, sign the form at the bottom and email or fax to Surgent.

    Please note: No CPE credit can be provided to any members of your group until this information is received by Surgent and the registration fee has been paid for each person.
  • How far in advance can I enter the webinar?

    You can enter up to 20 minutes before the start.
  • How do I get access to the webinar materials?

    Your Webinar is accessible via your Surgent account. Visit www.SurgentCPE.com, click “Login” at the top right portion of the screen and enter your username and password. If you do not remember your password, press the "Forgot?" button to receive a password reset email.

    Once logged in, the page will refresh to display your account menu on the left side. Your webinar is located under the “My Webinar Registrations” tab.

  • What are the system requirements for attending a webinar?

    Please see the FAQs - Technical Support section for an answer to a similar question, "What are the webinar viewing recommendations?"
  • What will I see on the screen when I am viewing the webinar?

    You will see the slide presentation, as well as a "question" box in which you can type queries to the presenters. You will hear the presenters through your speakers. In many cases, you will also see video of the presenter on the screen.

    Please note: At times throughout the webinar, we may disable the video portion to conserve bandwidth for our customers. You will still have access to audio, PowerPoint slides, and our attendance checker.
  • Can I register for a webinar on the same day as the program?

    Yes. Registration closes one hour before the start of the webinar.
  • Can I view a tape of the webinar after the original presentation?

    Some webinars will be available for purchase in a self-study format, after the original webinar has taken place. For details, go to www.surgentcpe.com and search for Self-Study Webcasts on the left menu. To earn CPE credit for these self-study courses, completion of a CPE exam is required.
  • Will any webinar materials be shipped to me?

    No. Webinar materials are available for download prior to the course on this website, and complete instructions are provided in your order confirmation email. No materials are shipped to you.
  • Is there Technical Support available during my webinar?

    Yes! When there is a live CPE webinar, there will be technical support available to help you. During our business hours, phones are staffed Monday-Friday from 8:30am - 5:00pm ET. For evening and weekend live CPE webinars, technical support is available by phone up to 30 minutes prior to the start time of your webinar, as well as throughout the duration of the webinar event. You may also use the webinar chat, labeled "Questions & Answers" to chat directly with a Technical Support Representative staffed in your webinar room. 
  • Do you offer course or package promotions/discounts?

    We do periodically offer discounts on CPE courses and packages. Check surgentcpe.com often to see the latest offer or you can sign up for email alerts near the bottom of our home page.

  • How do I access a previously-purchased webinar, self-study course, or package on the Surgent website?

    To access courses that you have already purchased, all you need to do is click the “Log In” button in the top right of the screen and log in using your Username and Password.  This will give you immediate access to all of your purchased CPE courses and packages plus many other self-service features that we’re hoping you will find useful!

  • Can I test my system before the webinar?

    Yes. We have a dedicated test room available to test your system with our webinars. 

    To start the test and access downloadable tech support documents, click here: https://onlinexperiences.com/Launch/Event/ShowKey=54117.

    DISCLAIMER:
    The purpose of this test is to check your device’s compatibility with our webinar platform. Successful connection to this testing environment does not guarantee that you will not experience technical difficulties while streaming your future webinars with Surgent. Please also follow our System Requirements and Viewing Recommendations listed in the Technical Support FAQs

  • What is a Live CPE Webinar?

    Group internet-based programs are live, scheduled events that are broadcast over the web. Though you may join as an individual from any convenient location, you may also log into the webinar as a group (See FAQs regarding group attendance requirements for CPE). You have the opportunity to enjoy discussions and participate in question and answer periods with other participants who are logged in.

    While formats can vary, one of the most common is a PowerPoint-style presentation coupled with a conferencing platform that permits participants to type private questions to the facilitator. Surgent's webinars allow users to login to listen to audio of the speakers. Though many of Surgent's webinars also include a display of materials and a live streaming video of the speakers, these features are not always guaranteed for every broadcast. 

    Surgent’s webinar content is frequently reviewed and updated. Very popular CPE webinars are often recorded for rebroadcast in the following weeks, in order to provide multiple options for attendance dates. The follow-up presentations are scheduled, and qualified facilitators are online live to answer questions in every Surgent CPE webinar. 

  • How do I opt out of EasyRenew?

    1. Log into "My Portal" by clicking Login in the upper right hand corner of www.surgentcpe.com
    2. Once you are in "My Portal" go to your profile by clicking the gray icon in the upper right part of the screen
    3. Once you are in My Profile, click on the EasyRenew tab on the left side of the screen
    4. Click the 3 vertical dots to the right of the package you would like to opt out of EasyRenew
    5. Select Cancel
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  • If I don’t pass my exam on the first try, can I take it again?

    Yes, you can re-take the exam as many times as needed until you pass.
  • What is the minimum passing grade for a self-study exam?

    A minimum score of 70% must be achieved.
  • How long do I have to take an exam once I purchase a self-study course?

    The CPE exam and course material are valid for one year from purchase date.
  • Can I get feedback on my self-study exam if I did not pass?

    NASBA rules prohibit us from issuing any feedback on a CPE exam if it has not been passed.  Once you do pass, you will see the numbers of any questions you may have gotten wrong, but the correct answers will not be displayed.  If you have a specific concern about a question on a test, please contact Surgent at (800) 778-7436 or info@surgent.com, and we will be happy to address your question.
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  • Do any Surgent self-study courses qualify for CFP credit?

    Currently, no self-study courses are pre-qualified with the CFP Board.
  • I am a CPA licensed in New Jersey. Why doesn’t Surgent have a New Jersey sponsor number?

    As a NASBA-approved CPE provider, Surgent is not required to have a NJ sponsor number.  When reporting your credits, you can use Surgent’s NASBA sponsor number (103212).
  • Can I take all of my CPE credits via self-study courses?

    Please check with your state board of accountancy.  Some states limit the amount of CPE credit that can be completed via free agency.
  • Are all of your live webinars also available as on-demand webcasts?

    Not currently; however, our selection of on-demand webcasts has grown significantly this year, and we are continuing to add to this inventory.
  • What is the difference between a live webinar and an on-demand webcast?

    A live webinar is delivered at a pre-scheduled time and features a live subject matter expert who will respond to your questions during the course.  Live credit is granted, and no exam is required.  An on-demand webcast can be taken at any time of your choosing.  No live instructor is present, and an exam is required to earn credit.
  • Can you explain the differences among the three self-study formats that you sell?

    An online download course is a text-based PDF that you can download or print.  An on-demand webcast is a recorded streaming version of a live webinar, featuring PowerPoint slides, audio and, in some cases, video.  With a textbook, the course material is shipped to you in a three-ring binder.  In all three formats, the CPE exam is taken online.
  • How do I access my Self-Study Package?

    Visit www.surgentcpe.com and click “Login” at the top right portion of the screen and enter your username and password. If you do not remember your password, press the "Forgot?" button to receive a password reset email.

    Once logged in, the page will refresh to display your account menu on the left side. If you haven't done so already, you must assign the package to yourself or another user under My Unassigned Products. 

    Once you assign the package to yourself, you will be able to access it under the “My Packages” tab.

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  • What is the difference between the Unlimited Self-Study Package and the Unlimited Plus Package?

    The Unlimited Self-Study Package includes all downloadable self-study courses – on-demand webcasts are excluded.  The Unlimited Plus Package includes all of the self-study courses that Surgent offers – both downloadable courses and on-demand webcasts.  In addition, the Unlimited Plus Package includes all live webinars and premium webinars.
  • I purchased an Unlimited Self-Study Package. Can it be used by multiple members of my firm?

    No, each Unlimited Self-Study Package subscription is valid for a single user.  However, additional users can be added at a discounted rate.
  • How do I access my self-study package?

    Visit www.surgentcpe.com and click “Login” at the top right portion of the screen and enter your username and password. If you do not remember your password, press the "Forgot?" button to receive a password reset email.

    Once logged in, the page will refresh to display your account menu on the left side. If you haven't done so already, you must assign the package to yourself or another user under My Unassigned Products. 

    Once you assign the package to yourself, you will be able to access it under the “My Packages” tab.

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  • Is international shipping available?

    No, Surgent does not ship internationally.  We recommend online self-study for our customers who reside overseas.
  • What carrier will deliver my shipment?

    Shipments are sent via FedEx ground service.
  • What is the charge for expedited shipping?

    Overnight delivery is available for $19.95, plus regular shipping charges.  Second-day delivery is available for $9.95, plus regular shipping charges.
  • How long will it take my textbook to arrive?

    For normal ground shipping, expected delivery is 3-5 days from ship date.  All orders are shipped from Pennsylvania.
  • Once I order, how long will it take for my textbook to be shipped?

    Typically, orders are shipped within one business day.   Orders placed on a weekend or holiday are typically shipped on the next available business day.
  • If I order a self-study textbook, what is the shipping and handling charge?

    The shipping and handling charge is $7.45 per book.
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  • Our tech support FAQ has a new home, click here to go to it!

    For technical support information please click the link below or type it into your browser

    https://surgentcpe.com/webinarsupport

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  • Is discounted pricing available for my group?

    CPE Bulk Buy Webinar Hours are a money-saving and convenient solution designed especially for groups. For more information, click here.
  • Do I need to go through a special registration process to register a group?

    No, simply register each member of your group as an individual. Your registration confirmation email will include a link to an Attendance Verification Form and instructions for participants attending as a group.
  • How is attendance verified for my group?

    In your registration confirmation email, click the link for the Attendance Verification Form, and print this form. One person in the group must be selected as the proctor and is responsible for making sure that each group member fills in their information on the form. The proctor must also verify that each person is present for the full webinar. Following the webinar, the proctor must sign and date the form and submit it to Surgent.
  • I am a group proctor. How do I submit the attendance verification?

    You can scan and email the form to info@surgent.com or fax to (610) 688-3977. Please retain a copy for your records. Surgent will not issue any CPE credit for a group until this information is received and the registration fee has been paid for each attendee.
  • Do I need to click on the attendance checks if I view a live webinar as part of a group?

    No, groups are not required to respond to attendance checks. Group attendance is verified through the use of a proctor and an Attendance Verification Form, which can be found in your registration confirmation email.

  • If I am viewing a live webinar in a group setting, how do I get my CPE credits?

    Your group must chose a proctor. A link to an Attendance Verification Form will be provided in your registration confirmation and reminder email, and the proctor must print this form and bring it to the webinar.
    Please be sure to indicate on this form your arrival and departure times and provide your signature. Then, your proctor will send this form to Surgent, and CPE certificates will be provided to all attending group members who are registered.
    Please note: No CPE credit can be provided to any members of your group until this information is received by Surgent and the registration fee has been paid for each attendee.

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  • How will I know how many credits I have left on my 16-credit package?

    First visit www.SurgentCPE.com, click “Login” at the top right portion of the screen and enter your username and password. If you do not remember your password, press the "Forgot?" button to receive a password reset email.

    Once logged in, the page will refresh to display your account menu on the left side. Click on "My Packages".  Credits remaining will be shown on the package icon.

     
  • Do I have to select the courses I want to take at the time that I order a package?

    No, you have the option to select all, some, or none of your courses right after you order. You can return to our website at any time to choose courses.
  • Are 2-, 4-, and 8-credit courses included in the Unlimited Webinar Package?

    Yes – all Surgent live webinars are included on the package.
  • How many courses can I attend if I buy the Unlimited Webinar Package?

    You can attend as many courses as you want through expiration date of your package.
  • If I have an Unlimited Webinar Package, do I have to select courses? Can't I just show up?

    There are two important reasons for selecting courses. First, you need to select a course so that we can provide you with a link to access the webinar. Second, we need to know that you will be coming so that we can issue your CPE credits after the webinar.
  • If I buy a webinar package online, can I split the courses among different members of my firm?

    No, a webinar package is valid for a single user. Your best option for your firm may be Bulk Buy Webinar Hours.
  • If I have credits left over on my 16-credit package, can I carry them over to next years webinar season?

    No, any credits not used by the time the final webinar takes place in December of the year purchased will be lost.
  • How do I access my Webinar Package?

    Visit www.surgentcpe.com and click “Login” at the top right portion of the screen and enter your username and password. If you do not remember your password, press the "Forgot?" button to receive a password reset email.

    Once logged in, the page will refresh to display your account menu on the left side. If you haven't done so already, you must assign the package to yourself or another user under My Unassigned Products.

    Once you assign the package to yourself, you will be able to access it under the “My Packages” tab.

     
CPE Webinars
CPE Webinars

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