Customer Support
Find answers to common questions here, or contact our team.
General Help & Support
How to schedule a state exam
How can I extend my course?
How do I reschedule my Livestream Class?
- Log in to your Student Portal and go to the My Training tab.
- 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.
- View your current class date in the upper right of the class card. Click the calendar (Change Class) icon in the bottom left.
- Select your desired class date and click Confirm.
- 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?
How do I secure a Candidate ID in Arkansas, Kentucky, or North Carolina?
Reset/Forgot Password?
Hardware, Software, and Internet Recommendations
How can I access my Prep Review and State Exam Simulator?
How can I access my Certificate of Completion?
How do I earn my certificate?
How can I contact an instructor?
How can I contact XCEL Support?
How can I access my Review Notes?
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?
Can I take online courses from different computers?
Where can I find my Maryland eligibility number?
How do I get a new Eligibility number to reschedule my exam?
Troubleshooting
I’m having internet connection issues is there anything I can try besides upgrading my internet?
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:
- Open the Settings app.
- Scroll down and tap on Safari.
- Under the General section, toggle off the Block Pop-ups option.
For Google Chrome on iPhone:
- Open the Chrome app.
- Tap the three dots in the bottom right corner and select Settings.
- Tap on Content Settings.
- 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:
- Open the Chrome app.
- Tap the three dots in the top right corner and select Settings.
- Scroll down and tap on Site settings.
- Tap Pop-ups and redirects.
- Toggle the switch to allow pop-ups.
For Samsung Internet on Android:
- Open the Samsung Internet app.
- Tap the three horizontal lines in the bottom right corner and select Settings.
- Tap Sites and downloads.
- 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:
- Open Google Chrome.
- Click the three dots in the top right corner and select Settings.
- Scroll down and click on Privacy and security.
- Click Site Settings.
- Under Content, click on Pop-ups and redirects.
- Toggle the switch to allow pop-ups.
To enable pop-ups in Mozilla Firefox:
- Open Firefox.
- Click the three lines in the top right corner and select Settings.
- Go to the Privacy & Security panel.
- 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:
- Open Safari and click on "Safari" in the top menu.
- Select "Settings" (or "Preferences").
- Go to the "Websites" tab.
- In the sidebar, scroll down and select "Pop-up Windows."
- 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:
- Open Google Chrome.
- Click the three dots in the top right corner and select Settings.
- Scroll down and click on Privacy and security.
- Click Site Settings.
- Under Content, click on Pop-ups and redirects.
- Toggle the switch to allow pop-ups.
To enable pop-ups in Microsoft Edge:
- Open Microsoft Edge.
- Click the three dots in the top right corner and select Settings.
- Scroll down and click on Cookies and site permissions.
- Click on Pop-ups and redirects.
- Toggle the switch to allow pop-ups.