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Customer Support

Find answers to common questions here, or contact our team.

General Help & Support

How to schedule a state exam

You can call the State Provider or schedule online. Links to your exam provider are provided within your Training Program.

How can I extend my course?

You can purchase an extension within your student dashboard by clicking the "purchase extension" button.

How do I reschedule my Livestream Class?

  1. Log in to your Student Portal and go to the My Training tab.
  2. Navigate to your "Livestream" course card and click Continue.

    Tip! For Illinois classes, the Livestream card is the second lesson in the Pre-licensing tab.

  3. View your current class date in the upper right of the class card. Click the calendar (Change Class) icon in the bottom left.
  4. Select your desired class date and click Confirm.
  5. Your scheduled class date will now appear in the upper right of the class card.

Need more help? See the visual guide

How do I access my online products / navigate my courses?

For more information on accessing online products and courses check out our student dashboard video

How do I secure a Candidate ID in Arkansas, Kentucky, or North Carolina?

For Arkansas, Kentucky and North Carolina you will need to complete an application on NIPR to secure a Candidate ID.

Reset/Forgot Password?

Select the forgot your password at login, enter your information and submit. A password reset link will be emailed to you, please wait 15-20 minutes to receive email.

Hardware, Software, and Internet Recommendations

Browsers: Chrome or Firefox, (Safari should be avoided) Computers, we have found issues with Chromebooks and devices with less than 8GB of RAM

How can I access my Prep Review and State Exam Simulator?

The Prep Review and Simulated Exam tabs will unlock upon completing the Pre-Licensing Course and Exam.

How can I access my Certificate of Completion?

They are inside the course or Transcript.

How do I earn my certificate?

By meeting the requirements and completing the Pre-Licensing course and Exam.

How can I contact an instructor?

Life & Health ([email protected]) property & casualty ([email protected])

How can I contact XCEL Support?

[email protected] OR (866) 559-9235

How can I access my Review Notes?

In most cases, Review Notes are available to download within your training program immediately. For students taking New Jersey or North Carolina courses, Review Notes will not become available until after completion of the Pre-licensing course and comprehensive exam.

Purchases/Refunds

What is the refund policy?

At XCEL, we’re committed to providing the ultimate learning experience, which is why we back every purchase with our refund policy. Our commitment to quality education promises peace of mind when selecting our courses.

Online Courses

Starting from the date of purchase, students have 30 days to request a refund.

Livestream and Classroom Courses

Students have until 3 days prior to class start to request a refund. Livestream and Classroom students who do not attend their scheduled class will not qualify for a refund. Students can swap to a self – paced online course if they no longer qualify for a refund.

All Modalities

If any course (sold individually or in a package) is accessed, the course/package is non – refundable.

Textbooks and shipping are non – refundable.

Any refunds will be refunded less a $24.95 refund fee.

How do I receive a refund?

To request a refund, please contact XCEL Solutions at 866-559-9235 Monday through Friday from 8:00am to 7:00pm ET.

If you are a resident of Alabama, Kentucky, Nevada, and Oregon, please submit your refund request in writing by sending an email to Customer Support ([email protected]).

Learning Experience

Can I work in more than one course at a time?

Working on more than one course at a time is not recommended and may result in regulatory violations and loss of study time.

Can I take online courses from different computers?

Yes, make sure to logout of your account on other devices first as that can cause issues logging in on the other computer.

Where can I find my Maryland eligibility number?

This will be emailed to the student once the course is completed.

How do I get a new Eligibility number to reschedule my exam?

You must wait 48 hours after a failed exam to reschedule with the same E#. You have 6 months from completion of pre-licensing course to pass the exam.

Troubleshooting

I’m having internet connection issues is there anything I can try besides upgrading my internet?

Plug in directly with ethernet instead of WIFI / reboot router / if using a mobile device move closer to the router.

How do I enable javascript?

How do I update my browser?

How do I enable cookies?

How do I clear cookies and cache?

How do I enable pop-ups on my Apple Device?

To enable pop-ups in Safari on an iPhone:

  1. Open the Settings app.
  2. Scroll down and tap on Safari.
  3. Under the General section, toggle off the Block Pop-ups option.

For Google Chrome on iPhone:

  1. Open the Chrome app.
  2. Tap the three dots in the bottom right corner and select Settings.
  3. Tap on Content Settings.
  4. Tap Block Pop-ups and toggle it off.

How do I enable pop-ups on my Android device?

To enable pop-ups in Chrome on Android:

  1. Open the Chrome app.
  2. Tap the three dots in the top right corner and select Settings.
  3. Scroll down and tap on Site settings.
  4. Tap Pop-ups and redirects.
  5. Toggle the switch to allow pop-ups.

For Samsung Internet on Android:

  1. Open the Samsung Internet app.
  2. Tap the three horizontal lines in the bottom right corner and select Settings.
  3. Tap Sites and downloads.
  4. Tap Block pop-ups and toggle it off.

How do I enable pop-ups on my desktop computer?

To enable pop-ups in Google Chrome:

  1. Open Google Chrome.
  2. Click the three dots in the top right corner and select Settings.
  3. Scroll down and click on Privacy and security.
  4. Click Site Settings.
  5. Under Content, click on Pop-ups and redirects.
  6. Toggle the switch to allow pop-ups.

To enable pop-ups in Mozilla Firefox:

  1. Open Firefox.
  2. Click the three lines in the top right corner and select Settings.
  3. Go to the Privacy & Security panel.
  4. Scroll down to the Permissions section and uncheck the box next to Block pop-up windows.

To enable pop-ups on a Mac using Safari:

  1. Open Safari and click on "Safari" in the top menu.
  2. Select "Settings" (or "Preferences").
  3. Go to the "Websites" tab.
  4. In the sidebar, scroll down and select "Pop-up Windows."
  5. For the website where you want to allow pop-ups, choose "Allow" from the dropdown menu next to the website's name.

To enable pop-ups in Google Chrome on a Mac:

  1. Open Google Chrome.
  2. Click the three dots in the top right corner and select Settings.
  3. Scroll down and click on Privacy and security.
  4. Click Site Settings.
  5. Under Content, click on Pop-ups and redirects.
  6. Toggle the switch to allow pop-ups.

To enable pop-ups in Microsoft Edge:

  1. Open Microsoft Edge.
  2. Click the three dots in the top right corner and select Settings.
  3. Scroll down and click on Cookies and site permissions.
  4. Click on Pop-ups and redirects.
  5. Toggle the switch to allow pop-ups.