CAN 
US/GlobalVirtual Event FAQ
Accessing Virtual Events
How to Access My Virtual Events
Frequently Asked Questions
Where are the program binder and session handouts?
These resources are located as PDF files on the Elevate platform, located under the “Program Guide & Session Handouts” tab.
Why aren’t my videos playing?
Our digital platforms require pop-ups to be enabled in order for content to play.
To enable pop-ups, please complete the following steps in your browser:
- Under “Privacy and Security,” click the “Site Settings” button.
- Select “Pop-ups and Redirects.”
- To disable the pop-up blocker uncheck the “Blocked (recommended)” box.
- To enable pop-ups on specific sites, check “Blocked (recommended)” and click “Add Next” to allow and enter the URL(s).
For more information on disabling pop-up blockers, with specific steps for each browser, click here.
I watched a video, but I can’t see my certificate.
Users must watch the entire video in order to receive a certificate. For assistance, please contact Virtual Reg Support.
Can I view my certificate after my 60-day event is over?
Once the event is over and your time is over, you are not able to re-access your certificates.
Where do I get my access code?
For Portable Event Packages, all access codes are sent to the contact listed with the payment method (PO or credit card) on file. That contact is responsible for sending codes to Virtual Institute attendees.
For Virtual Registrations to Live Events, you will receive an individual registration code. If you can’t find your code, please check your spam folder to confirm it didn’t get stuck there or behind a firewall. Contact [email protected] for all access code questions.
How often do I need to enter my access code?
This code should only be entered once. Once used, you will have access to your product without needing to enter it again. You can access an event or product quickly by finding it on your Dashboard.
How many times can a code be used? Who is my contact?
A product code can be used as many times as it has been purchased, but only once per attendee (do not re-enter codes). Your contact is the name that was listed with the payment method when the registrations were purchased.
When will we receive our event codes? When can I no longer purchase a registration for my event?
Codes are sent 7 days before the event starts. Registrations are no longer accepted 3 business days before the event starts.
Where are my event materials?
Portable Event Package materials are shipped after the payment is received. Please allow 5-7 business days to receive materials after payment is received.
For Live Virtual Events, if the event has materials to ship, all paid orders received prior to 2 weeks of the event start date, sent with full attendee shipping information, will have their supplies before the event. Orders placed after this 2 week time frame will not receive their materials before the start of the event, however all necessary materials are available digitally in the streaming platform. Substitutions done after shipments have been sent will need to be shared out by the original attendee to their sub. Unforeseen issues with the carriers, or due to weather, are outside of Solution Tree’s control and may cause unintended shipping delays.
Why can't I access my event?
If you do not see an orange “go to event” button, this means you need to finish your registration. Click the bolded Blue “Register” button to complete the registration. Finishing your registration could simply be adding an email or a shipping date to receive materials. Once that registration is finished the orange “go to event” button will appear on your screen.
eBook Access Instructions
When can I access my eBook? Your eBook will be accessible through VitalSource once your payment has been processed.*
*When using a check or purchase order, the order submitted online will not be processed until Solution Tree receives the check or a copy of the signed official purchase order. Your purchase order must note payment terms of net 30 days. We cannot process purchase orders that do not note these payment terms. Please submit all payments to [email protected].
How do I access my eBook?
To access your eBook:
- Create a free VitalSource account by visiting VitalSource.com. If you already have a VitalSource account, please log in to your account.
- Paste the redemption code that Solution Tree will email you in the “Redemption Code” field on VitalSource.com/Redeem. (Note: You can also access your redemption code within your Solution Tree account under the “eBook” section.)
- Click “Redeem.”
- Enjoy! Once your code is redeemed, your book will be added to your VitalSource Bookshelf and can be read anytime, anywhere.
What are the technical requirements for accessing the eBook? A VitalSource account is required. To sign up for your free account, please visit VitalSource.com.
What if I have trouble accessing my eBook? Please contact VitalSource by emailing [email protected] or by utilizing their Live Chat feature.
What are the shipping and handling costs? There are no shipping or handling costs associated with eBooks. For paperback and hardcover book purchases, standard shipping costs apply. Please visit the Product Orders page for more information on shipping and handling costs.
Can I purchase multiple copies of the same eBook? Bulk orders are not currently available through the website. Website purchases are limited to one eBook per title, per account. If you want to order multiple copies of an eBook, please contact customer support at [email protected].
What if I need to request a refund on my eBook order? RETURN POLICY: We are unable to accept returns or cancel previously placed eBook orders.
