Customer Service: 800-778-7436     

To access your product click the Log In link at the top right of the screen. Once inside your account, you will be able to access your Packages, Self-Study Product, and Webinar Registrations.

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Surgent Customer Support

Quick and Easy Solutions - We're Here to Help You!

 

Top 3 questions we are asked:

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

    To access a course of package that you have already purchased, all you have to do is create/log in to your Surgent account. To do so click the "Log In" button in the top right of the screen. Once you have logged in, you will have 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!

  2. I just took a webinar, where is my certificate?

    We will email you once your certificate is available.  At that time, you will be able to click the link in the email and log into your account at https://www.surgentcpe.com.  If you don’t receive the email within 2 hours of the end of the webinar, check your spam/junk folder.  If it’s not there, we recommend that you send us an email at info@surgent.com and we will resend it.

  3. I lost my certificate. Can you resend it to me?

    We sure can!  But there’s an even easier way to get a copy.  Just log into your account at https://www.surgentcpe.com and click on “Certificates”.  There you will find the list of courses for which you earned CPE, the number of credit hours earned, and a PDF of your certificate.

You can find more answers to frequently asked questions below.  



If you still need assistance, feel free to contact the Surgent Customer Success Team:


Email Us:

We look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and will respond to your email as quickly as possible. Email Us!

Call Us:

We are here to support you with your CPE needs Monday through Friday from 8:30 pm est until 5:00 pm est (note that we close at 3:00 pm est on Fridays between Memorial Day and Labor Day).
1-800-778-7436

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. 

    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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  • 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 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.
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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.

  • 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 includes 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 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.surgentcpe.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?

    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 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.

  • 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

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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 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.
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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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  • I got an error message that says “Invalid Login Ticket.” What does that mean?

    The “invalid login ticket” error message simply means that you are currently logged into the webinar else. You may only be logged in on one computer or device at a time.

     

    If you can not locate the open webinar room, we recommend restarting your computer or device to be sure it gets closed down.

     

    To switch between browsers or devices, exit the webinar on the first browser or device, then try logging in on the second browser or device.

  • How do I access my webinar today?

    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.

    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 www.surgentcpe.com, click “Login” at the top right portion of the screen and enter your username and password.

    If you continue having trouble staying connected to the webinar, please contact us 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. Confirm that your speakers are still working by playing something else with sound on the computer, or by playing a video with sound on another website. In your webinar, click the "wrench" Widget at the bottom of the screen to open the "Webinar Helper" tool. You can click on our Audio Internal test to test your speakers.
    2. Reload the webinar room. Click the refresh icon near the top of the browser window, click F5 on your keyboard (Windows) or CTRL + R (Mac), or click the “wrench” icon near the bottom of the webinar screen to open the "Webinar Helper" tool.
    3. Try switching browsers. Our technical support staff highly recommends using Chrome or Firefox for SurgentCPE webinars.
    4. Clear your browser cache and cookies, then close and re-open the browser. This will help clear out unnecessary data being stored within the browser, which could be slowing your computer down and interrupting your stream. Click here to see step-by-step instructions for clearing browser data: https://presentations.akamaized.net/ProductResources/Production/HTML/CacheClearing/CacheClearing.html
    5. Check your internet speed. You may have lost audio due to low bandwidth. Try a stronger connection, or getting closer to your wireless router. We recommend using an Ethernet cable for a fast and reliable internet connection.
  • 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 refreshing the webinar room by clicking the refresh icon near the top of the browser window, click F5 on your keyboard (Windows) or CTRL + R (Mac), or click the “wrench” icon near the bottom of the webinar screen to open the Webinar Helper tool.

  • Why can’t I see the video feed?

    First, confirm that the video feed is supposed to be visible to attendees. Some webinars are audio only!

    Next, check your internet connection. The webinar platform is integrated with technology that analyzes your internet connection and overall strength of your connection to the webinar. For users with low bandwidth, the video will automatically be disabled, and only audio and the slides will display on the screen. For those with limited bandwidth, but strong enough to stream video, the video quality will automatically decrease to a lower resolution and bitrate. Test your speed at www.speedtest.net.

    Finally, try clearing your browser cache and cookies, then close and re-open the browser. This will help clear out unnecessary data being stored within the browser, which could be slowing your computer down and interrupting your stream. Click here to see step-by-step instructions for clearing browser data: https://presentations.akamaized.net/ProductResources/Production/HTML/CacheClearing/CacheClearing.html

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

    If you see a plain white, grey, or blue 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. Try refreshing the webinar room by clicking the refresh icon near the top of the browser window, click F5 on your keyboard (Windows) or CTRL + R (Mac), or click the “wrench” icon near the bottom of the webinar screen to open the Webinar Helper tool.
    2. Decrease the video streaming quality. Roll your mouse over the live video feed box of the webinar instructor, and click on the gear icon that appears. Select a lower quality setting (smaller number) to stream the webinar, or disable to video completely for yourself (this will not disable to audio).
    3. Load the webinar in a new browser (Firefox or Chrome work best for our webinars).
    4. Check your internet speeds. The webinar platform is integrated with technology that analyzes your internet connection and overall strength of your connection to the webinar. For users with low bandwidth, the video will automatically be disabled, and only audio and the slides will display on the screen. For those with limited bandwidth, but strong enough to stream video, the video quality will automatically decrease to a lower resolution and bitrate. Test your speed at Speedtest.net
  • Will the webinar work on my computer?

    Most modern computers are able to stream our webinars, however, there are specific Operating Systems and Device System Requirements to view our webinars. 

    • Devices: 

       

      Hardware:

      • 2.3 Ghz, dual core
      • 4GB RAM
      • 1600x900 screen resolution

      Compatible Operating Systems:

      • Windows 7
      • Window 8.1
      • Windows 10
      • Apple Mac OS X 10.12 or higher
      • Surface Pro 3 / Surface Pro 4
      • Android 4.3 +

    Please note the latest version of the browser must be installed. To update your browser version, click the browser menu, access the “about” section of the browser, and check for updates to install.

    • Cookies and JavaScript For Attendees:

    In order to access the event, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator or reference the help links located on the registration page.

    Note: Attendees may be able to view webinars on older systems, however, attendees do so at their own risk. Viewing webinars on incompatible systems may cause unexpected results. We will not be able to provide technical support for incompatible systems.

    DISCLAIMER:  SurgentCPE’s Viewing Recommendations are intended to serve solely as suggestions based off user data collection concerning live streaming success and product testing by our Surgent’s webinar developers and technicians. Due to the constantly changing nature of this technology and variables that are outside of Surgent’s control, these Viewing Recommendations do not guarantee that you will not experience technical difficulties while streaming your future webinars with Surgent. This information should be supplemented with individual testing and proper maintenance of your streaming device. 

     

  • Will the webinar work on my mobile device?

    Please see below for our viewing recommendations:
    Both iOS and Android mobile devices should be able to view our webinars. Other devices, such as Kindles and Microsoft tablets, are not compatible at this time.

    Apple devices should be running iOS 10 or later and Android devices should be running Android 4.3 or higher, please contact an IT professional to confirm you mobile device will be able to view our webinars with minimal difficulties.

    Note: Attendees may be able to view webinars on older systems, however, attendees do so at their own risk. Viewing webinars on incompatible systems may cause unexpected results. We will not be able to provide technical support for incompatible systems.

    Disclaimer: SurgentCPE’s Viewing Recommendations are intended to serve solely as suggestions based off user data collection concerning live streaming success and product testing by our Surgent’s webinar developers and technicians. Due to the constantly changing nature of this technology and variables that are outside of Surgent’s control, these Viewing Recommendations do not guarantee that you will not experience technical difficulties while streaming your future webinars with Surgent. This information should be supplemented with individual testing and proper maintenance of your streaming device. 


  • 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 & Answer pane. In the lower right corner, type your question and click “Submit.” 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?

    You can use the Q&A webinar chat to speak to a Technical Support Representative that is staffed directly in the webinar with you!

    If you need to reach a representative by phone, 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. We do not recommend streaming our webinars on satellite and mobile connections.
    • 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 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.  
    • Your PING speed should be the lowest number possible, under 50ms is recommended. 

    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 Google Chrome or Firefox for you internet browser for the webinar. Customers accessing our webinars using other browsers, such as Internet Explorer, Edge and Safari, tend to encounter more technical difficulties during webinars than Firefox and Chrome.
    • Device: 

       

      Hardware:

      • 2.3 Ghz, dual core
      • 4GB RAM
      • 1600x900 screen resolution

      Compatible Operating Systems:

      • Windows 7
      • Window 8.1
      • Windows 10
      • Apple Mac OS X 10.12 or higher
      • Surface Pro 3 / Surface Pro 4
      • Android 4.3 +

      Compatible Browsers:

      • Firefox
      • Chrome

      Please note the latest version of the browser must be installed. To update your browser version, click the browser menu, access the “about” section of the browser, and check for updates to install.

      Cookies and JavaScript For Attendees:

      In order to access the event, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator or reference the help links located on the registration page.

     

    Note: Attendees may be able to view webinars on older systems, however, attendees do so at their own risk. Viewing webinars on incompatible systems may cause unexpected results. We will not be able to provide technical support for incompatible systems.

    DISCLAIMER:  SurgentCPE’s Viewing Recommendations are intended to serve solely as suggestions based off user data collection concerning live streaming success and product testing by our Surgent’s webinar developers and technicians. Due to the constantly changing nature of this technology and variables that are outside of Surgent’s control, these Viewing Recommendations do not guarantee that you will not experience technical difficulties while streaming your future webinars with Surgent. This information should be supplemented with individual testing and proper maintenance of your streaming device. 

  • Can I test my system before the webinar?

    We do provide a way to test your system prior to the webinar, please see below for more information!

    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. 

    Continue watching this video to see our system requirements and viewing recommendations!

    To start the test and access downloadable tech support documents, click here: https://onlinexperiences.com/Launch/Event/ShowKey=54117. Please note: this room is open for testing Monday through Friday from 8:00 am to 4:00 pm Eastern Time.
  • + Expand All

  • 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 December 31st.
  • 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.

     
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