FAQ’s

/FAQ’s
FAQ’s2018-09-13T16:28:52+00:00

Frequently Asked Questions

Listed below are some frequently asked questions involving the Retail Learning Institute.
Click on the link below to navigate to the question you may be searching for.

Common Questions about our Training

  1. Fill out the form on our Contact Us page.
    • Note: You must enter a valid email address.
  2. A Retail Learning Associate will contact you within 24 business hours to discuss your online training needs.

To view a printable version of our course list:

  1. Visit our Courses page.
  2. Select the Download Course Catalog button.
No, we encourage all students to take as many courses as they like. The more they know about the industry the better for their career and personal growth.

Our eLearning system operates at its best on a computer, tablet and/or mobile device that meets the following hardware and software requirements:

Supported Desktop Browsers Supported Operating Systems Supported Mobile Operating Systems Supported Mobile Browsers Browser Settings
Internet Explorer (IE11)
Microsoft Edge *
Mozilla Firefox *
Google Chrome *
Safari *
Microsoft Windows 8 (or higher)**
OSX (Last two major releases)
Most Linux Distributions
iOS 9
Android 6.0
iOS: Default browsers in version 9 and above
Android: Default browser in version 6.0 and above
JavaScript must be enabled
Cookies must be enabled
localStorage must be enabled


* Browser notes

Microsoft Edge, Firefox, Chrome and Safari follow a continuous release policy that makes difficult to fix a minimum version. For this reason, following the market recommendation we will support the last 2 major version of each of these browsers. Please note that as of January 2018, we do not support Safari on Windows.

**Note for Windows XP users:

Windows XP is no longer supported by its original vendor, Microsoft, but if your organization has internal policies that have extended the use of Windows XP, we recommend that your PCs be migrated to MS Windows 8 or above at your earliest convenience. Although we are not in a position to guarantee the service on a no longer operational operating system, we still have customers running Windows XP who adopted our LMS system. If you are unable to upgrade your PCs at this time, we recommend installing the lastest version of Google Chrome, as a temporary solution.

We strongly recommend that clients maintain updated operating systems (both desktop and mobile) aligned to the latest release made available by the respective vendor.

For pricing on our training program, please check our Pricing page.

Student Questions

If you receive the error “Wrong credentials provided” when you attempt to log in, the username or the password you provided may be incorrect.

  1. Follow the suggestions listed below, as they may help resolve the error:
    • Use the correct username and password
      Note: Follow these directions to verify your username or email address
    • Use the proper capitalization for your password, as it is case sensitive
    • Omit any spaces in both username and password fields
    • Clear your web history/cache
    • Close multiple browsers windows or tabs as this can slow access speed
    • Use the most recent version of Chrome to access our system
  2. Contact your In-Store Administrator.
    Note: Your username and password may follow a format designated by your organization, so it’s best to reach out to them directly.
  3. Still need help? Reach out to us for support.

Your account may be expired or deactivated.

    1. Verify you’ve entered the correct username.
    2. Review FAQ “Why am I unable to log in?” for helpful suggestions.
    3. Contact your In-Store Administrator.
      Note: Keep in mind, your username may follow a format designated by your organization, so it’s best to reach out to them directly.
    4. Still need help? Reach out to us for support.

You may have entered the wrong password. Remember, passwords are case sensitive.

  1. Verify you’ve entered the correct password.
  2. Review FAQ “Why am I unable to log in?” for helpful suggestions.
  3. Contact your In-Store Administrator or reset your password.
    Note: Your password may follow a format designated by your organization, so it’s best to reach out to them directly.
  4. Still need help? Reach out to us for support.

Your “Certificate of Completion” is found in “My Activities.”

  1. From the My Activities page, select Courses
  2. Locate the completed course among the course list
  3. Click the award icon to the right of the course
  4. The certificate is automatically downloaded

Follow these directions to view your certificate.

Note: A certificate will be available after every learning material associated with the course has received a status of complete.

For more information, see FAQ “Why is my certificate not showing up?”.

You must complete all the learning materials associated with the course in order for the certificate to be available.

  1. Visit the course landing page to view the status of each learning material.
    There are several different types of learning materials within our courses. These include the SCORM course, tests, documents, and videos.

    • The SCORM course is marked complete when you’ve reach the end of the course and you select the “Complete” button.
    • A test is marked complete once you have scored 80% or higher on the test.
    • Documents must be selected and downloaded for their status to change to complete.
    • Videos are marked complete after you watch the video in its entirety from start to finish.
  2. Still need help? Contact your In-Store Administrator or reach out to us for support.
    1. Verify you’ve completed all the learning materials associated with the course.
      Review FAQ “Why is my certificate not showing up?” for more information.
    2. Look at the course title. If it contains the label “RT”, you have enrolled into a Retrieval Test course, known as an RT course.
      Note: Completing tests within an RT course does not affect the completion status of the content course.
    3. Chances are, you need to return to the content course and complete the tests within it in order to earn your certificate.
      Learn more about RT and content courses.
    4. Still need help? Contact your In-Store Administrator or reach out to us for support.

Are you unable to launch the course by clicking on it’s course name?
And, does a lock icon appear next to the course name?

If you answered yes to both questions, follow these directions:

  1. Place your cursor over the lock icon to display a pop-up window.
  2. If “Prerequisites not satisfied”:
    1. Indicates a prerequisite exists for the course.
    2. Complete the courses listed above it.
    3. Course is unlocked once requirement is satisfied.
  3. If “Your status does not allow access at the moment”:
    1. Look closely at the course title.
    2. The label “OLD” indicates:
      • The course has been replaced with a new course in our catalog.
      • This “OLD” course has been disabled within our system.
  4. Contact your In-Store Administrator.
    Note: “OLD” courses must be removed from your organization’s learning plan.
  5. Still need help? Reach out to us for support.

You may view a list of your enrolled courses and their current status — subscribed, in progress, or completed from the My Activities page.

  1. Visit the My Activities page
  2. Select Courses
  3. (Optional) Sort the table by course status
    1. Select User Status to sort by subscribed
    2. Select User Status heading again to sort by completed

Follow these directions to view completed courses.

You can retake a content portion of any course as many times as you like.
Note: Once you score 80% or higher, the test is locked and may no longer be viewed.
You may retake a test multiple times until you pass. Once you score 80% or higher, the test is locked and may no longer be viewed.
Note: The system always records the most recent test score.

The preferred internet browser is Chrome. Other browsers can be used but are not as reliable.
Still need help? Contact your In-Store Administrator or reach out to us for support.

Administrator Questions

To create a student account, you must login to the system with a valid administrator account.

  1. Log in with your administrator account
  2. Select the gear icon in the top right corner
  3. Select Users (from the left menu)
  4. Select the + button in the top right corner
  5. Select the New User button
  6. Enter the required information for all 4 areas – General Information, Branches, Additional Fields and Subordinates
  7. Review the information
  8. Select Create User at bottom right corner
  9. (Optional) Enroll user in courses
  10. Select Confirm at bottom right corner

Follow these directions to register a student.

Still need help? Contact your In-Store Administrator or reach out to us for support.

To view the training progress for a specific user, run a User Report.
Note: Only administrators are authorized to run reports.

  1. Log in with your administrator account
  2. Select the gear icon in the top right corner
  3. Select Reports from the left column
  4. Find the User Personal Summary section
  5. Type a user name in the field

Can’t recall their username? You may also enter their name (first or last) or their email address. As you type, the system automatically displays any usernames associated with that information. Select the desired username when it appears.

  1. Select the Generate button
  2. The report appears

It’s identical to the My Activities page, which every user can access from their Menu button.

Follow these directions to run a user report.

Scheduled reports can save you time because they are generated automatically at a specified time and emailed instantly to any designated individuals within your organization, without ever having to log into the system.

  1. Log in with your administrator account
  2. Select the gear icon in the top right corner
  3. Select Reports from the left column
  4. Scroll down until you locate the custom report you’d like to schedule
  5. Select the menu icon for that specific report
  6. Select Schedule
  7. A dialog window appears with the report name, event options and delivery notifications.
  8. Select how often the report will run

To choose the correct time zone, first find your current region from the dropdown then select the city closest to your location.

  1. Enter the email addresses of the individuals who will receive the report

Can’t remember their email address? Enter the first or last name to populate a list. Once you have found the correct user, click to add them.

  1. When the report runs, as scheduled, each recipient will receive an email which includes a link to view the report online and an attached .csv file
  2. (Optional) Check the “Send compressed attachment” to send a compressed csv file — recommended if the file is large
  3. Click confirm; a green clock icon appears within the Scheduled column

Follow these directions to schedule a report.

The courses you should take depend on your role/position and what your organization’s training program has determined. We recommend that all students take at least the Getting Started Students course and a course related to their role or position.

The administrator accounts—regardless of their level in your organization hierarchy—can only be modified by the Institute team.
Contact us and we will be able to assist you.

Still need help? Reach out to us for support.