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.

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Contact Us

General Questions

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. 

Download Google Chrome                                          Download Mozilla Firefox

Q: Do I need to create a new account?

Maybe.

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: I signed in but nothing appears anywhere in my dashboard. Where are my records?

While we have done our best to merge accounts in our systems, you may have a duplicate account if you are using two different email addresses. Please do not create a new account.

Your records were merged using your old Learning Center account. Please make sure to sign in with the email address used to take your training and/or apply for certification.

Q: Who do I email if I have technical difficulties? When can I expect a response?

  • If you have questions about your certification, click here to contact the certification team.
  • If you have a technical question, click here to contact the tech team.

Please allow 1-2 business days for a member of our team to review and respond to your inquiry

Q: I have issues receiving emails from the system, how can I fix that?

All of our email communications will come from the email domain @zerotothree.org and @commpartners.com. To ensure you receive our communication, especially automated account information (e.g. password reset emails), please whitelist the domain @zerotothree.org  and @commpartners.com in your email account.

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.


If you have whitelisted @zerotothree.org and have worked with your IT team and are still not receiving our communication, contact us at learnsupport@zerotothree.org.

Q: I'm receiving an oAuth Error when I log in, what do I do?

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  • 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.
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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 my certificate?

Certificates are available for print in your dashboard.

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  • 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.
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    • The certificate will open in a new tab. Click on the Print This Page button at the top of the window.
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    • 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. 
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  • 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

View Policy

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

Live Events

Q: How do I know which version of Zoom I am running?

A: Click here for instructions on how to determine the version of Zoom you are running. You can also download the latest version of Zoom here.

Zoom is currently running version 5.11.10 (as of August 29, 2022)

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.
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.


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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.

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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.

Trainer Certification

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.

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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

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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?

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  • 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". 

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2. Select Member Connect from the top right menu bar

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3. Select your certification from the Communities menu.

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If you are not able to access the community that is associated to your certification, please notify us at traincercertification@zerotothree.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 learnsupport@zerotothree.org. If your course has a quiz, please include a screenshot of the results paging indicating you have passed the module.