Frequently Asked Questions
How can we help?
Check out our frequently asked questions below for tips, tricks, and answers to our most popular queries.
If you are unable to find the answer to your question, you can email us by clicking the button below.
Q: Are there any technical requirements to attend a virtual training?
Our eLearn platform is designed to work on any device but for the best experience, we recommend using a computer with Google Chrome or Mozilla Firefox. If you do not have access to Chrome or Firefox, Microsoft Edge can be used.
Please be aware that Internet Explorer should NOT be used as many course items are not displayed properly.
Q: Do I need to create a new account?
If you have never had an account on our Learning Center or on zerotothree.org, you will need to create an account. You can create one here
You will NOT need to create a new account if:
- If you are coming from our old Learning Center. You may need to reset your password by clicking here.
- If you currently have an account on zerotothree.org used for your ZERO TO THREE membership, the Bookstore or Member Connect.
Q: Who do I email if I have technical difficulties? When can I expect a response?
Q: I have issues receiving emails from the system, how can I fix that?
All of our email communications will come from 1 of 3 email domains. If you are not receiving any of our automated messaging (e.g. registration confirmations, event reminders, password reset emails), it's likely your organization or email provider is identifying our emails as SPAM and not delivering them to your inbox.
To ensure you receive our communication, please whitelist the following domains in your email settings:
These steps vary with every organization and email provider(e.g. gmail, yahoo). Please reach out to your IT team and/or email provider for specific steps for your account.
Q: I'm receiving an oAuth Error when I log in, what do I do?
- If you are receiving a message similar to the one pictured above, you need to perform the following:
- Close your internet browser completely
- Reopen a new web browser and visit elearn.zerotothree.org
- Click Log In and sign in as normal.
- You will receive a pop up message requesting you to "Allow Access" as pictured below. You must click allow to continue and use the eLearn platform.
This prompt allows communication between our Learning Management System and our Association Management System to ensure you are properly registered for courses, receive member discounts, and our systems can properly communicate your account information and maintain learner records.
Q: How do I print/save my certificate?
Certificates are available for print in your dashboard.
- Course/Training attendance certificates are available under the transcripts/achievement section of your dashboard.
- Locate your course Title and click on the View/Print Certificate link.
- The certificate will open in a new tab. Click on the Print This Page button at the top of the window.
- From the print dialoge box, select Save as Adobe PDF from the destination drop down menu and then click the Save or Print button to save the certificate to your computer.
- Trainer Certification certificates are available under the Certification section of your dashboard.
Q: What is ZERO TO THREE's Anti-Harassment Policy?
ZERO TO THREE is committed to providing a friendly, safe and welcoming environment for all who attend ZERO TO THREE learning events.
We expect all participants in ZERO TO THREE learning events to abide by this Anti-Harassment Policy in all venues at the ZERO TO THREE learning event, including ancillary events and official and unofficial social gatherings.
You can find our full Learning Event Anti-Harassment Policy by clicking on the button below
Q: What is ZERO TO THREE's Cancellation Policy
Cancellations will be accepted and registration refunds will be made up to 30 days before the first day of the scheduled event.
Registrations may be transferred to another person up until the first day of the scheduled event. To request a transfer, the original registrant should notify ZERO TO THREE by email at LearnSupport@zerotothree.org. The notification should include the name, email, and phone number of the person to whom the registration should be transferred.
Please send all cancellation/refund/transfer related correspondence to LearnSupport@zerotothree.org.
How do I change the Time Zone in my profile?
If the time zone on your device does not match the time zone listed in your profile, you will see a WARNING Banner at the top the eLearn homepage. To update your time zone, follow the next steps:
Click on "Profile Page"
Click the Timezone field.
Update your Region/Continent and/or Timezone/city and click "select Timezone". Click "Save" on the previous window.
Q: How do I join my session?
Event reminder emails are sent to registrants 5 days, 1 day and 1 hour prior to the event start time. In this email there will be a direct link to your course. Alternatively, you can access your course(s) by signing into your dashboard.
At the time of the event, click on the link to visit the course webpage.
Make sure to sign in with your username and password.
From the Course content tab, click on the "Enter Live Event in Progress" button to enter the live training.
Please note: Participants are allowed to enter the training 10 minutes prior to the start time.
Q: How do I know which version of Zoom I am running?
Q: What is the attendance verification code and where do I get it?
Attendance in our live events is automated. During the training an attendance verification code will be given by the trainer.
You MUST attend the training through our eLearn platform as detailed in the "how do I join my session?" section of the FAQs. Attendance verification codes are not given via email.
Below is a video on how to enter your Verification Code:
Q: I missed the live event, can I watch the recording and still get CEUs or credit?
Generally, live attendance is required to earn CEUs or credit, but each training/event may differ. Please refer to the Event Overview and/or About CEU tab on the event page for these details.
Q: How do I enroll? What are the steps?
You can enroll in certification by visiting the certification section of your dashboard. Please make sure to review our certification overview documents before enrolling in certification to make sure you are eligible. Some fees are not refundable.
To view instructions on how to apply and what is required, click on the More information button next to the Certification you are interested in. Instructions will be under the Overview Tab
Q: If I purchase ZERO TO THREE Membership, am I a Certified Trainer?
ZERO TO THREE Membership has many benefits but it's purchase will not qualify you as a Certified Trainer in ZERO TO THREE Curriculum.
Due to it's digital nature and instant delivery, we are unable to provide you with a refund if you accidentally purchased ZERO TO THREE Membership. If you recently purchased a membership, the membership you receive with your certification will be applied to the end of your current membership. We are unable to offer refunds on memberships purchased prior to certification.
Q: What do the dates on my certification dashboard mean?
- Earned: The date you were awarded certification
- Expired: The date your certification will expire. You must recertify before this date. Recertification: The earliest date you can reapply/renew your certification.
Please note: Expiration dates are based on when your certification or renewal is awarded. We recommend renewing as close to your expiration date as possible without it lapsing. Allowing your certification to lapse will reset ALL progress in any courses you've attended counting towards your certification
Q: I'm renewing my certification, what documents do I need to upload when I apply for renewal?
The documents required vary with each Trainer Certification Program.
You can view the documents required for Trainer Certification Program by downloading the Criteria Overview below:
Q: Can I upload my documents throughout the year?
Unfortunately, no. Documentation can only be submitted once you begin the recertification process, 3 months before your expiration date. Once enrolled in re-certification, you'll be able to submit your documents.
Q: How do I access Member Connect
To access member connect, follow these steps. You must be signed into eLearn.zerotothree.org
1. Click on your name at the top right corner and select "Your Account Profile".
2. Select Member Connect from the top right menu bar
3. Select your certification from the Communities menu.
If you are not able to access the community that is associated to your certification, please notify us at firstname.lastname@example.org
Online Self-Paced Courses
Q: How long do I have to complete my self-paced course?
Our self-paced online courses typically have a 365 day completion deadline but may vary. Please view the course's overview tab for the specific completion deadline of the course
Q: I finished a module but it is not being marked as completed or passed. What do I do?
Our self-paced online courses have a "trigger" that tell the platform when a module is complete. Please ensure to view the entire module and complete any quizzes found within the module.
Once finished, make sure to close and exit the module and return to the course content page. If the module is still not appearing as complete, let us know by emailing email@example.com. If your course has a quiz, please include a screenshot of the results paging indicating you have passed the module.
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