Frequently Asked Questions

A student has three (3) days from the enrollment date to request a refund. However, if the online course material has been accessed in any way, students will not be able to receive a refund.

Course completion requirements differ by course. Majority of courses will require students to achieve a 70 or higher on lesson quizzes and / or a 70 or higher on the end of course examination.

Nearly all of our courses and programs are self-paced and open enrollment, so you can start your training immediately and move at your own pace until completion. Most programs can be completed with-in 4 to 6 months after you register but you are given plenty of time to complete if needed. Course and Program lengths vary depending on the subject matter. All courses and programs list the average number of hours to complete and the length of time you have to access your training. As a general rule, if you spend 5 to 7 hours per week on your studies you should be able to complete your training in the timeframe allotted.

Most materials that you will need are included. If your materials are included then their cost will be covered by your tuition. For those courses that do not have materials included, you will be told by your Training Assessment Manager (TAM). Also, Software is not included/supplied with any course/program at all. We will ship materials that are included through ground service upon enrollment. Some course and programs contain online material for download only. For these courses shipping of books is not required. Please make sure that you list a valid mailing address and we cannot ship to P.O. Boxes.

No. Students are encouraged to work at their own individual pace in order to get the maximum benefit from their course. Login when you want (24x7) and start learning. You may progress through your course as quickly or slowly as you wish provided that you finish your training.

Internet Connectivity Requirements: Cable, Fiber, DSL, or LEO Satellite (i.e. Starlink) internet with speeds of at least 10mb/sec download and 5mb/sec upload are recommended for the best experience. NOTE: While cellular hotspots may allow access to our learning management system, students may experience connectivity issues. This is due to the potential high download and upload latency of cellular connections. Therefore, it is not recommended that students use a cellular hotspot as their primary way of accessing their courses. Hardware Requirements: CPU: 1 GHz or higher RAM: 4 GB or higher Resolution: 1280 x 720 or higher 1920x1080 resolution or higher is recommended for the best experience. Speakers / Headphones Microphone for Webinar or Live Online sessions. Operating System Requirements: Windows 7 or higher. Mac OSX 10 or higher. Latest Chrome OS Latest Linux Distributions NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses. Web Browser Requirements: Latest Google Chrome is recommended for the best experience. Latest Mozilla FireFox Latest Microsoft Edge Latest Apple Safari Basic Software Requirements (These are recommendations of software to use): Office suite software (Microsoft Office, OpenOffice, or LibreOffice) PDF reader program (Adobe Reader, FoxIt) Courses may require other software that is described in the above course outline.

A self-paced course means that the student is given all of the resources necessary to study, understand and pass the course. There is not an industry expert available for these courses to help the student understand the content of the course. A mentor supported course functions the same way as a self-paced course does but there is an industry expert available for these courses to help the student further understand the content of the course. An instructor supported course means that the course has an instructor who will dictate the flow of the course. The instructor is also there to help the student understand content related questions of the course and grade turned in assignments from the student.

The hours and access length for a course is found at the top of the full outlines underneath the title of the course. The number of hours displayed is the amount of time it should take a normal student to complete that course. Beside the hours is the access length for the course. Most of our courses are 12 months in length so it will display 12 Months. (i.e. 300 Hours / 12 Months Access)

These courses are available to students at their convenience to enroll and access 24/7, 365 days a year.

Students should have at least a 10th grade reading level in order to take a course. More additional prerequisites can be found on each individual course outline if necessary.

Services begin with the Registration Process and include technical support, customer support, and Learning Management System support. Students enrolled in MyCAA and WIOA programs will also receive portal management support. ProTrain provides course content updates and support for students throughout their training, including monthly progress reports, email check in, and direct calls to students. Upon completion, students will receive a Certificate of Completion and national certification exam registration assistance, where applicable. Should students require additional time, course extension can be processed, where available.

We will attempt to notify students as soon as possible about upcoming exam changes via our course outlines and monthly progress reports. If a student is in a course where the certification exam has expired, the student still has the remaining duration of their enrollment time in the current course content. Once the new course content is available, students are contacted on a case by case basis to work with them on their options to receive the new content. In most cases, students will receive a heavily discounted upgrade fee for the new content.

There can be no refund for the course, once the first class has been concluded; or if any course material, including the eBook, is accessed. If extenuating circumstances exist, case by case situations will be reviewed by ProTrain. If a refund is issued, the refunded amount (- a $25 processing fee) will be dependent upon books being returned in excellent condition (i.e. no writing, missing pages; ripped or damage to pages and/or binding).

A student will attempt to resolve a grievance with the person involved. If a student is unable to resolve the grievance with the person involved, it should be submitted in writing to that person’s supervisor. If the grievance is still unresolved after two days, the student should submit a written summary to grievance@protrain.edu. A meeting will be set up to include the student, person involved, and someone from the executive leadership team. Every effort will be made to resolve the grievance at this point. Students that have addressed their concern to the executive leadership team and have not reached their desired outcome, or have an issue directly related to the executive leadership team the student will be referred to file a formal complaint with a higher governing authority. ProTrain is accredited by Middle States Association Commissions on Elementary and Secondary Schools and must have a procedure and operational plan for handling student complaints. The student may also consider contacting he school’s accreditor. Middle States Association Commissions on Elementary and Secondary Schools 3624 Market Street, 2 West Philadelphia, PA 19104 Main Telephone Number: 267-284-5000 Email: info@msa-cess.org State Complaint Information Students in certificate programs have a right to file complaints with the North Carolina Community College System (NCCCS): North Carolina Community College System 5026 Mail Service Center Raleigh, NC 27699-5026 (919)733-7051 For more information, send an email to: studentcomplaint@northcarolina.edu