Customer Support: (972) 244-3422

  Technical Support: (877) 602-9877

  Technical Support: ielonline@cailaw.org

Solutions and FAQ

My Account


  • Trouble Signing In? If you have registered for a course on this website, enter in the email address and password you provided when you signed up. If you were signed up by someone else or have forgotten your password click on the 'Forgot your password?' link on the login page. If you have forgotten your user information or you are encountering an error contact support at (877) 602-9877
  • I am not receiving a reset password email RESET PASSWORD VIA BROWSER When requesting a password reset, it can take up to 5-10 minutes to appear in your email. Be sure to check your junk/spam folders in your email client. If you still haven't received the reset password email after 10 minutes and checking your junk/spam filter, please contact support or see the SMS solution below. RESET PASSWORD VIA CELL PHONE/TEXT MESSAGE (SMS) If you have your mobile phone number already entered into your customer account, you can additionally send a password reset code to your cell phone via text message (SMS) The below image will show when you follow the Reset Password process and have your mobile phone number previously entered into your customer account:
  • How do I access my Certificate? You can access your certificate in two different locations. Both areas for your certificate contain the exact same information but are located in two spots for convenience. PROGRAM VIEWER Your certification process is located in the viewer to access while the program is in progress or immediately after. Access by clicking on the Certificate tab. YOUR CUSTOMER ACCOUNT Your certification process is also located in your customer account to access after the program. Access by clicking on the Certificate button. Please note that once you have completed your certification steps, you have the option to print your certificate or email a copy to yourself (or even another). These options can be accessed at any point within your customer account.

Ordering & Shopping Cart


  • I Need To Change/Cancel/Refund My Course To reuqest a change/cancellation/refund of your course support at 877-602-9877. We will need the following information: Email Address Date & Name of Webcasts
  • What is an On Demand? An On Demand allows you to either Stream content across the internet in a program viewer Download directly to your computer. If you stream the program via the Launch Viewer button the On Demand can be: Paused Rewatched (as many times as ou desire) Watched in sections on multiple days/devices In short, you have full control on whether you wish to watch the On Demand in one sitting or whether you want to watch sections on multiple days. The Program Viewer will remember your location in the video so you can watch at work and resume where you left off at home! If you choose to download the On Demand, the product can be viewed on any device that has a media player to play back the file.

Technical Issues


  • My Video Is Stuck On Break/Has Stopped Playing Try refreshing your viewer by pressing the 'F5' key on your keyboard (Windows) or by pressing the 'Command' and 'R' key on your keyboard (Mac). Additionally the viewer can be closed and relaunched by clicking on "Launch Viewer" again from your customer account, or by following the link in your email.
  • I can see the video, but I can't hear anything (or very low audio) Please click on the "Reload Video" button located at the lower left corner of your program viewer, it looks like this: If you still are not hearing audio in your program - please see troubleshooting steps below: THE YOUTUBE TEST If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program. I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM! WINDOWS SYSTEM VOLUME There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. Right click your mouse on the audio Speaker Icon Click on "Open Volume Mixer" option VOLUME MIXER NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer. Confirm the Device (leftmost item) has volume slider pulled all the way to the top Confirm all audio icons under all applications are not muted. I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device. External Speakers (Desktop or Laptop) Confirm speakers are plugged in and powered on. Confirm the volume is turned up on the speakers. Confirm that the speakers are plugged into the correct port on the back of the computer. Internal Speakers (Laptop) There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key. VIRTUAL ENVIRONMENTS (CITRIX E.G.) / REMOTE DESKTOP Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted. If the issue continues, please reach out to customer support for further assistance.
  • I Can See The Video, But I Can't Hear Anything Confirm that sound is enabled on your computer. Check that your system volume is not muted Check that the volume on the viewer is turned up If you have external speakers, check the following - The speakers are plugged into an outlet The speakers are plugged into your computer The speakers are turned on and the volume knob is turned up If you have built-in speakers, check the following - The speaker are not muted via a mute key on your keyboard Try closing the viewer tab, returning to your online account and launching the viewer again. Test audio from other flash videos from another site, e.g. www.youtube.com If you are still having issues hearing the webcast, please contact your System Administrator for additional help.
  • Who Do I Contact If I Still Have Questions? If you still have questions, you can contact support by phone at 877-602-9877

MCLE


  • Will CAIL Report MY MCLE Credits? Credit is only approved in the states listed for each program. Generally those states are California, New Mexico, Pennsylvania, Texas and West Virginia, but sometimes credit is only available in Texas. Credit may be available in other jurisdictions, such as Louisiana, Oklahoma, and New York, by self-reporting or applying for credit, but the rules vary for each jurisdictionsSome states do not allow credit for OnDemand programming unless requested (in-advance by IEL). When credit is available in NM, PA, TX or WV, CAIL will report attendance at the conclusion of the month completed. When credit is available in California, you will download a certificate of attendance for your records to us in reporting MCLE credits for your reporting period (as opposed to reporting each program). When credit is listed as being available in Louisiana and Oklahoma, CAIL will report attendance for those states as well. Please note that some states may limit the amount of credit that may be obtained via online programming and may differentiate between live online programming and recorded OnDemand programs. Please visit your jurisdiction's regulatory agency's website for complete information regarding its MCLE rules and regulations.

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