I never received my username and password. Where can I find them?
Usernames and passwords are sent through email three to four days prior to the first day of the course. For example, if your course starts on a Monday, you will receive an email from the NPPS office the Thursday or Friday prior. The usernames and passwords are included in a letter attached to the email. If you do not receive an email from the NPPS office please call 1-800-554-PLAY (7529).

My password does not work. What can I do?
If you have ever taken a course with NPPS and changed your password in our system, that is the password you will need to use. If you cannot remember that password, utilize the “forgot you password” button on the course log-in page. On the letter sent to you three to four days prior to the start of class, a “default” password is provided. That is what your password will be reset to as a default.

I didn’t get my materials. Who should I contact?
Materials can take time to get to participants. If you are on a military installation, please check in your mail center prior to contacting our office. The packets come in a large white plastic envelope. If you did not receive materials, call 1-800-554-PLAY (7529).

I can’t get to the next module. What do I need to do now?
The modules are on a controlled release. You must complete each module by viewing the entire PowerPoint and receive a score of three or higher on the quiz to move to the next module.

How do I submit my report?
Your reports can be uploaded into the online course. There are step-by-step directions on how to do this in each of the online courses.

When will I find out if I passed?
If there are no problems, you will typically receive a completion packet in the mail three to four weeks after the last day of the course. If the grading team has any questions, you will receive an email asking for clarifications.

Are substitutions allowed? 
Programs may substitute another employee in place of the individual that has registered and paid for the training. A $25 will be charged for each substitution. Substitution requests must be received by NPPS a minimum of three business days before the course start date. No substitutions are allowed after the course start date. 

Do I get a refund if I withdraw? 
Participants may withdraw from the course with a full refund up to three business days before the start of the course. No refunds will be issued after the course start date. 

What happens if I reschedule a course?
A $25 rescheduling fee may be charged for those requesting to be moved to another course from the course they are registered for. 

What do I do if I experience technical issues?  
Participants are responsible for checking that the online course is compatible with their computer before the course date. If technical issues prohibit a participant from completing the online training NPPS will issue a full refund if notified within 24 hours of the course going live. After the course has been live for over 24 hours no refunds will be given. 

Will I get a refund if I fail to complete the course? 
No refunds will be given for those that fail to complete the course within the time allowed. 

Can I get a course extension?
Extensions for those unable to complete the course requirements in the time allowed will be granted only in emergency situations. Extension requests must be approved by the instructor.