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Supporting Candidates & Troubleshooting (post-sales)

  1. Did not receive their password

    1. Confirm that email address we have on the ORDER is the correct email address for the Candidate, if not, contact Robert Adach to request it be changed
    2. Have the Candidate look through their Junk/Spam folders to ensure that the email was not filtered incorrectly
    3. With the new system, ASWB staff will no longer have access to the password for an account or need to change passwords as Candidates have the ability to reset their password themselves.
      1. Resetting the password is done by the user going to the https://products.aswb.org page and clicking on the "I forgot my password" link, then following the directions
      2. All password reset emails are sent to the email address (also
      the
      1. their username) associated with the
      Candidate.
      1. Candidates order

  2. If a user is having issues logging in:

    1. Ensure they are going to https://products.aswb.org
      1. Notice that they need to go to https://
    2. Ensure that they have Javascript JavaScript enabled
      1. Have them go to https://www.enable-javascript.com/. If it is not enabled, they can follow the directions on that site to enable it or contact their IT department.
      2. We do not expect ASWB staff to walk users through this process
    3. Ensure that they are using the correct username
      1. Look up the order in Products and provide them the email address listed there,
    4. Have them contact the Candidate to reset the password

  3. If they are indicating that a specific category they purchased is not showing up, or is not available

    1. Look up the order in Products and confirm
      1. that the missing category was purchased
      2. that the Username they are logging in with matches the email address on the order
      3. if the username is different, attempt to locate an order with the username they are using, if there is one verify that the school on both orders are the same (based on School Code not name)
      4. verify that it has been at least 30 minutes since the order has been placed
      5. If the items above have all be verified, please capture the following information and forward it to a manager. The IT team will look into it
        1. Description of the issue (Category not showing at all, category not accessible)
        2. The name of the school
        3. the username they are logging in with
        4. Contact information of individual we should work with
          1. Their name
          2. Their email address
          3. at least one phone number
          4. What is the best way to contact them
          5. When is the best time to contact them
        5. The order number(s) of the purchase(s) for the category they are having issue with

  4. If they are receiving an error message when trying to purchase or use the Practice Test:

    1. A complete list of the error messages, their cause and steps to take to resolve the issue can be found in this document

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Product Error Messages.docxheight250

FAQs

QuestionAnswer
What happens to people who previously purchased Individual Practice Exams?

They will continue to access the Practice Exams the same way the did previously.

What happens if they say they didn't get the email with their login credentials?Access the order in Products and provide them the email address that was used. They should then go to the new login page (https://educators.aswb.org) and use the "I forgot my password" link to get a new password
What should we do if the Candidate does not have access to their email any longer or needs to change the email address on file?
  • Verify using your existing process that the individual making the request is someone who is authorized to make the change
  • Get a First and Last Name and NEW email address
  • Submit the following information to your manager so that IT can create a new login
    • Candidate ID number
    • First Name (as it appears on the order)
    • Last Name (as it appears on the order)
    • NEW Email address
  • Advise the Candidate that the change in email address AND username will occur within 1 ASWB business day, and they will receive an email from ASWB once the change has been completed.
  • Process the change of email in the existing systems as you normally would
I would like to see what the new system looks like, how do I log in?

We have created a sample user for staff to use. This login information should NOT be given to non-ASWB staff

  1. Login at https://test.products.aswb.org (if you see a security warning message, it is ok to proceed)
  2. Use the following information to login:
    1. Username: TBD
    2. Password: TBD
The Candidate is asking for a copy of their receipt, what do I do?

Copies of all receipts are available to the candidate online for new product orders when they purchase a Practice Exam online. To see their receipt the candidate should:

  1. Go to https://products.aswb.org
  2. Log into the system with their existing credentials
  3. Click on the "User Account" menu on the left side of the screen
  4. Click on the "My Transactions" menu item
  5. Locate the purchase in the list of transactions
  6. Click the View button

They can also locate a copy of the original emails sent to them by having the candidate:

  1. Go to https://products.aswb.org
  2. Log into the system with their existing credentials
  3. Click on the "User Account" menu on the left side of the screen
  4. Click on the "Notifications" menu item
  5. Locate the email they want to see
  6. Click the Print button




Supporting Information

Error Messages.docx

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