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Frequently Asked Questions

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  • Can I get a refund for my webinar package?

    Refunds are available for webinar packages within 30 days of the original order, provided that no webinars have been taken as part of the package.
  • 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 webinars@cpenow.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.
  • 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 webinars@cpenow.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 the “My webinars” link under the “Quick links” menu in the upper right corner of the website to complete the transfer. 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: webinars@cpenow.com. Please note: This policy does not apply to packages; simply unregister and re-register using your package serial number.

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  • I am watching with a group. Are we supposed to respond to attendance checks during the webinar?

    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.
  • If I am viewing the 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.
  • Do I have to take a test to verify my participation in the webinar?

    No. This webinar is considered to be a live presentation, so no CPE exam is required. However, individual viewers must respond to polling words throughout the course, and group members must have their attendance verified by a proctor. Please refer to your email instructions from Surgent McCoy for complete details.
  • What happens if I don't respond to an attendance check?

    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 the 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.
  • Is there an opportunity to evaluate the webinar after it is completed?

    Yes -- following the webinar, you will receive an email with a link to submit an evaluation form online. We welcome your comments and feedback.
  • 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 webinars@cpenow.com,
  • Who is issuing the CPE credit?

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

    Your CPE certificate will be forwarded to you by email, once your attendance is verified.
  • I am a Certified Financial Planner (CFP). Do any of these webinars qualify for my continuing education?

    No webinars have currently been qualified by Surgent for CFP credit.
  • 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.
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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. For groups, your proctor is responsible for verifying your attendance (see below). Please refer to your email instructions from Surgent for complete details.
  • How are questions submitted to the presenter during the webinar?

    You can type questions to the presenter using the online "question" 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.
  • What do I get with each webinar?

    • A PowerPoint presentation and live audio and video, presented by leading experts from Surgent

    • Ability to print the slides prior to the webinar

    • Ability to submit questions to the presenter during the live course

    • CPE credits, with certificate delivered via email. For individuals, attendance checks will be presented throughout the webinar to earn credit. Groups verify attendance through use of a proctor and an attendance list

    • Outlook add-to-calendar feature

  • What are the benefits of webinars?

    You save money by eliminating travel time and expenses, and you can learn from the convenience of your office or home.

  • What is your privacy policy?

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

  • Do I need a microphone to participate in the webinar?

    No. Participants cannot talk to the presenters -- all questions are typed on-screen. So, no microphones are needed for attendees.
  • How do I register?

    Register online at www.cpenow.com, or call (800) 778-7436.

  • Can several members of my firm watch the webinar together on the same computer?

    Yes -- please see our "Group Attendance" FAQs.
  • 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?

    Go to www.cpenow.com and click "My Webinars" from the “Quick Links” menu. Then, enter your email address. Slides are available beginning three business days prior to the course, and for up to one week after.
  • What are the system requirements for attending a webinar?

    Operating Systems
    • Microsoft Windows 7  & Up
    • MAC OS X
    • Android if browser supports flash 10.1 & Up or install the Web Conference Mobile app from the Android Market
    • IOS (iPad and iPhone 4 & Up.) The OmNovia Web Conference Mobile App needs to be installed from the iTunes Store
    • Works with Internet Explorer, Firefox, Chrome, etc.
    Plugins (not required on mobile devices) Adobe Flash Player 18.0 or later - Only released

    Flash Player versions are supported. Do not use alpha or beta versions. We advise installing the latest flash player on the browser used for webinar viewing

    Internet Connection - We recommend you use hard wired connections (LAN) to minimize bandwidth fluctuations that can cause audio/video breaks.

    Optimal Bandwidth Speeds
    • 10 mbps Download
    • 5 mbps Upload
    • We highly recommend checking your speeds at www.speedtest.net
    • To achieve optimal speeds, we advise closing additional Internet applications that may consume heavy amounts of bandwidth (audio/video streaming, etc.)
  • 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.cpenow.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 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.
  • What time do webinars begin and end in my time zone?

    All webinars are listed in Eastern Time on our website and in email confirmations. If you live in the Central Time Zone, subtract one hour from the listed starting and ending times. If you live in the Mountain Time Zone, subtract two hours from the listed starting and ending times. If you live in the Pacific Time Zone, subtract three hours from the listed starting and ending times.

  • Do you offer course or package promotions/discounts?

    We do periodically offer discounts on CPE courses and packages. Click here (link to discount page) to see what current promotions or discounts are available. To be sure you always know about sales and discounts, sign up for email alerts here.

  • 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, click on the Quick Links option, which appears on the top right of every page of the Surgent website, and then select the category of course or package that you purchased. Click here for more detailed instructions.

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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 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.
  • 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 webinars@cpenow.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.
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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@cpenow.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.
  • Where can I find the serial number to access my course/package?

    Serial numbers can be found in your email order confirmation.  Additionally, if you have created a profile on our website, you can access your serial numbers under your profile.
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  • What is the difference between the Self-Study Library and the Unlimited Plus Package?

    The Self-Study Library 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.
  • I purchased a Self-Study CPE Library. Can it be used by multiple members of my firm?

    No, each Library subscription is valid for a single user.  However, additional users can be added at a discounted rate.
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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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  • How do I access my webinar today?

    Locate the confirmation email from Surgent for your webinar link, or go to http://www.cpenow.com/access-webinar-materials, and type in your email address. You will be directed to a page with your course title, course link, and PDF materials. Download the materials, and then click the link title “Click Here” to enter the webinar room. The webinar will be accessible 20 minutes before the start time.

  • I lost my connection to the webinar. How do I enter it again?

    Locate your confirmation email from Surgent for your webinar link again, or go to http://www.cpenow.com/access-webinar-materials, type in your email address, and find the link titled “Click Here” to enter the webinar room again.

    If you continue having trouble staying connected to the webinar, please contact Tech Support at 1-800-778-7436.

  • Help, I lost audio in my live webinar!

    Here are some options that should help you reconnect to the webinar audio:

    1. Reload the room by clicking on the red X in the red circle, in the top right corner of the webinar room.

    2. Download the latest adobe flash player update http://get.adobe.com/flashplayer/update/plugin/ 

    3. Load the webinar in a new web browser (Internet Explorer or Chrome work best). 

    4. Turn off the video feed to enhance the audio feed. To do this, locate the video feed box in the webinar. The top left of the video box will have the presenter’s name. The top right of the box will have an “eyeball” icon. Click that icon to turn off the video (the image will remain black). Turning off video will not turn off the slides or audio, and may conserve bandwidth and enhance your streaming experience. Please note, upon turning off the video, you may experience a temporary loss of audio (the audio will typically come back in about 2 minutes or less).

  • Why is my audio echoing/repeating?

    This is generally a sign of audio lag on your computer, most likely caused by a slow/weak internet network, or a brief interruption in your connection.  Try reloading the room by clicking on the red X in the red circle, in the top right corner of the webinar room.

  • Why can’t I see the video feed?

    Webinars that are 4 hours or longer will only display video for a short portion of the webinar in order to conserve bandwidth and enhance the webinar streaming experience. Please note, the video feed is unavailable for mobile users for all webinars, regardless of length (mobile users will still see slides and hear the audio portion).

  • Why is my webinar room blank, no slides or video showing?

    If you see a plain white or grey screen, the most likely cause is a firewall preventing you from accessing the webinar. Please contact an IT professional for assistance with changing your firewall settings.

  • How can I fix a frozen/choppy video feed?

    Here are some options that should help you improve the webinar video feed:

    1. Reload the room by clicking on the blue circle with the white X in the top right corner.
    2. Download the latest adobe flash player update http://get.adobe.com/flashplayer/update/plugin/ and restart your computer.
    3. Load the webinar in a new browser (Internet Explorer or Chrome work best).
    4. If the video issue is distracting you and/or affecting your audio quality as well, try turning off the video. To do this, locate the video feed box in the webinar. The top left of the video box will have the presenter’s name. The top right of the box will have an “eyeball” icon. Click that icon to turn off the video (the image will remain black). Turning off video will not turn off the slides or audio, and may conserve bandwidth and enhance your streaming experience. Please note, upon turning off the video, you may experience a temporary loss of audio (the audio will typically come back in about 2 minutes or less).
  • Will the webinar work on my computer?

    Most computers are able to stream our webinars. Both MAC OS X and Windows (7 & up) are compatible. Please download the latest Flash Player version before the webinar. We highly recommend using Adobe Flash Player (currently at version 21) for our webinars (download the latest Adobe Flash Player at https://get.adobe.com/flashplayer/). Other Flash Player versions (except alpha or beta versions) may be supported.

  • Will the webinar work on my mobile device?

    Both iOS and Android mobile devices are compatible. Other devices, such as Kindles and Microsoft tablets, are not compatible at this time.

    To play a webinar on an iOS device (iPad and iPhone 4 & up), you must first install the free Omnovia Webinato app from the App Store. For Android, your device must support Flash 10.1 (& up) or you will need to install the Webinato app from the Android Market.

  • Do I need a microphone or webcam for the webinar?

    Attendees do not need microphones or cameras. All attendee communication will take place through the chat box in the webinar room. You may use the chat window to send a message out to the Presenter, Surgent Admins, and Tech Support. There is no means of communication to other attendees.

  • How do I ask questions?

    Send questions to the Presenter, or to Tech Support, using the question pane. In the lower right corner, choose the option to ask a new question, click the “+” icon, type and send your question. A Surgent Admin will review every question submitted, determining if it is designated for the presenter or for Tech Support.  The presenter will answer as many questions as possible during the webinar.

  • Who can I call for Webinar Tech Support during the session?

    Please call 1-800-778-7436 to speak to a Surgent Tech Support Representative.

  • What are the webinar viewing recommendations?

    • Internet: For our webinars, we recommend having an Ethernet connection. Wi-Fi is not as fast nor is it as reliable as a hardwired connection. We recommend you use hard wired connections (LAN) to minimize bandwidth fluctuations that can cause audio/video breaks 
    • Network Speed: Because the webinars are high in bandwidth due to audio and video streaming, you will need a strong internet connection to successfully view the webinar.  

    Go to http://www.speedtest.net/. The test will show you the following things:  

    Your Download speed, which should be at least 10 mbps.  

    Your Upload speed, which should be at least 5mbps.  

     

    Please note: We recommend much higher speeds than these if possible, but customers have successfully viewed our webinars using connections with these speeds. 

    • Browser: Use either Internet Explorer or Google Chrome for you internet browser for the webinar. Customers accessing our webinars using other browsers, such as Firefox and Safari, tend to encounter more technical difficulties during webinars than Explorer and Chrome.
    • Adobe Flash Player: For Chrome, the flash player automatically updates, but please type (or copy & paste) the following into the address bar: chrome://plugins/  

    Ensure that the option for Adobe Flash Player is enabled (if it is not, you will see an option to enable it) and ensure the box is checked next to “Always allowed to run.”  

    For Explorer, please go to the Adobe website and install the very latest version of the Flash player. Go to https://get.adobe.com/flashplayer/ and click on “Install Now.” Please note, you will need to restart the computer to complete the installation. 

    • Computer: For the optimum experience, a computer or laptop with a hardwired internet connection is recommended. Though a mobile app is available, we do not recommend it as a first choice option. While a computer is designed to handle high capacities, mobile apps cannot handle large activities, and tend to fail more often than activities that take place on a computer.  Both Mac OS X and Windows 7 (& up) are supported.
    • Plan Ahead!  Please prepare your browser downloads, Adobe updates, software updates, and other such things before the day of the webinar. Planning ahead may help you to identify an issue before you encounter it during your webinar. If you believe you have a suitable computer with the minimum requirements described above and want to verify, please try this Webinar Conference test by going to https://www.omnovia.com/pages/sc2/tester.html?serverIP=vs123.omnovia.com&connectionProtocol=2  
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  • How will I know how many credits I have left on my 16-credit package?

    Go to www.cpenow.com and click "My Webinar Packages” under the “Quick Links” menu.  Then, enter your serial number.  You will see a list of upcoming webinars for which you are registered, and you will see the number of credits that are remaining on your package at the top of the page.
  • 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 December 31st.
  • Where can I find the serial number for my package?

    Your serial number can be found in your registration confirmation email.
  • 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.

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