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Frequently Asked Questions

Categories
Questions

Billing

How to sign up for just one month on the website?
Cancel after you sign up at My Account | Account Information.

Renew Account once your payment has been processed, but at least two business days before your renewal date. You will still have access for the time you've paid for.
How do I cancel my account?
There are three ways that you may cancel your VTC Online University account. Please be aware that cancellation requests should be received 2 business days prior to the next renewal date so that VTC Customer Service is able to remove the periodic billing for your account from the credit card system before the account automatically renews. An account may be canceled by doing any of the following:

1) Log in to www.vtc.com. Navigate to My Account | Account Information | Cancel Account and follow the instructions provided.

2) Send an email to cancel@vtc.com. You will receive an email confirmation from customer service that your account has been canceled.

3) Call VTC Online University Customer Service within the US at (561) 962 8386 and a representative will cancel your account for you. You may also contact a VTC Office.

Cancellation requests will be honored as of the day they are received.

* Cancellation requests received by email or by phone after 4:30 PM on Friday (US Eastern Time) will not be processed until Monday morning. Cancellations received through the website will be processed automatically by the system regardless of day of week or time.
How can I get a receipt for my payment?
Once your account is charged, log into your VTC account. Once logged in, look to the right hand side for Quick Links. Look in the Account section and click on Payment Details to print a receipt.

You may also navigate to the Payment Details area under the My Account menu.

This feature is still available after your account is on hold or canceled.
How do I update payment or credit card info on an account?
There are two ways that you may update your billing information.

Cancel Your Account Online
Navigate to My Account | Account Information | Cancel Account. Then wait until your account expires to log back in and renew the account using your new payment information: My Account | Account Information | Renew Account.

* Note that the Cancel Account link will only appear if your account is active and you have a current automatic billing in place. The Renew Account link will only appear if your account is canceled or on hold and the last term that you paid for has expired.

Contact Us
Call VTC Customer Service at (561) 962 8386 any time during business hours Monday - Friday, 9AM - 5PM EST and we'll be glad to assist you with this change. Other VTC offices can be found here.

How do I update my expired credit card?
If the credit card used to pay for your VTC Account has expired and you would like to continue using your account, please contact us immediately with new credit card details.

To renew online once the expiration date has passed, log in using your old credentials and navigate to My Account | Account Information | Renew Account.

Do you accept PayPal payment?
Yes. Accepted forms of payment are: Visa, MasterCard, Amex, Discover, international money order, or banker's check/draft.
How to change subscription option from monthly to yearly.
You wish to convert your monthly VTC Online University account to a yearly account. This can be done one of two ways.

Cancel Your Monthly Account
Navigate to My Account | Account Information | Cancel Account. Then, the day following your expiration (formerly your next renewal), log in and navigate to My Account | Account Information | Renew Account. This will allow you to choose your new billing terms and re-enter your payment information.

* The Cancel link will only appear for an account with active billing, while the Renew account will only appear for an account that has no active billing and is past its expiration date.

Contact Us
Call VTC Customer Service at 888-872-4623 M-F 9AM-5PM for assistance in changing your account billing to yearly. We'll be glad to assist you with this change. You may also contact another VTC Office.

USD Payment Worldwide?
The VTC Online University service is priced in US Dollars for all customers worldwide as the Online University services are provided from our Head Office in Virginia, USA. Charges will appear on your credit card statement in your local currency.
Sign-up error?
While the name and address are required fields on the online signup page, the most critical pieces of data for the processing of the form are the card number, expiration date and CVV2 or security code.

Please be aware that if someone uses the same card number to attempt to sign up within the same 30 minute period, the system locks out that number as a security measure in case the card has been compromised. This will produce a "Duplicate Transaction" error message.

CD Orders

How can I order a course on DVD or CD or USB?
Locate the course page for the disc that you wish to purchase on vtc.com.

Click Add to Cart.

You will be taken to a screen where you are required to enter an email address if you are a new customer. Returning customers simply enter in your username and password to log in.

Enter your email address and click Proceed To Checkout. You will be taken to the online form where you enter your billing and shipping address for your order.

Upon completing the forum, click Proceed To Payment.

You will be taken to a web page where you may review your billing and shipping information. When you have completed this form, click Submit Order.

If you still need assistance we'll be glad to help you with your order. Contact VTC Customer Service at (561) 962 8386 during business hours Monday - Friday, 9AM - 5PM and we will enter your order for you!

If you are outside the USA, please contact us.

Thank you for your inquiry and your interest in VTC training.
What security measures are used?
The Gateway provides data encryption, server authentication, message integrity and optional client's authentication for a TCP/IP connection by the Secure Sockets Layer (SSL) protocol.

SSL is a protocol developed by Netscape® to provide secure transmission of private information that is sent over the Internet. This protocol uses public and private key pairs to encrypt data. The public and private keys are dissimilar and each pair is unique; therefore, the keys possessed verify the sender's identity. The public key is distributed to the merchant, ISP or CSP in the form of a digital certificate, which contains information that can verify the key holder identity and the key validity. The private key is kept confidential and remains on the Payment Gateway.

If data is encrypted with the private key, only the public key can decrypt it. If data is encrypted with the public key, only the private key can decrypt it. This process prevents the data from being compromised while in transit.

Online University

How do I view video content on VTC.com?
To view or videos you need to have an active Internet connection, web browser and Adobe Flash Player.

If you have done this and you are still having issues, try viewing the course in another web browser.

If the problem persists and you have followed the suggestions on VTC Support, please don't hesitate to contact us.

VTC help movies give you the best information on accessing VTC tutorials. This full course answers the most frequently asked questions and will get you up to speed quickly.
How do I renew my online subscription?
To renew your existing account using a new card, log in using your existing credentials and navigate to My Account | Account Information | Renew Account.

This feature is only available if the account is on hold.

You may also call VTC Customer Service at (561) 962 8386 anytime during business hours Monday - Friday, 9AM - 5PM EST and we'll be glad to assist you with this change.
How can we access the full course, not just demo movies?
To view all tutorials within our library you must have an active subscription with vtc.com.

Sign Up Now

If you already have a trial account, log in and Renew as a paid subscription. Navigate to My Account | Account Information | Renew Account and enter in your payment information.
How i can see the next renewal date?
While logged into your account, navigate to My Account | Account Information | Edit Account to view your next renewal date.

You can also go to My Account | Quick Links | View/Edit Account.
I have completed a course, how do I get the Completion Certificate?
You receive credit by watching a tutorial as a logged in user. Tutorials viewed in demo mode DO NOT count towards earning a certificate.

Log into your account and go to My Account | Account Features | Course Certificates. This will bring up a page showing all courses you have viewed and your current progress. If all tutorials have been viewed a certificate file (in .pdf format) will become available for download. Those that are not complete will show the number of movies left for viewing. Click on the course title to be taken to a page containing a complete list of those movies.

Should you need assistance with your certificates, please contact Customer Service.
Is it possible to suspend my account rather than cancel it so my course information is saved?
Cancellation of a monthly account only cancels the active billing. You may cancel your account at any time and still have access until your next renewal date. Once that date has passed, while on hold, your account remains intact and your course lists and usage information is retained.

Once you decide to join again, simply log into the account with your same credentials and navigate to My Account | Account Information | Renew Account and enter your payment details again to reactivate the account.

Please note that the "Cancel Account" link will only appear if your account is active and you have a current automatic billing in place, and that the "Renew Account" link will only appear if your account is canceled/on hold and the last term that you paid for has expired.
Is VTC available in my country?
VTC is available worldwide. Find the VTC Office nearest you.
Product Pricing
The single-user license for one course on disc is $99.95 + shipping.

A single course as a multi-user license (10 simultaneous users) disc is $500.00+ shipping.

A single-user subscription to VTC Online University is $30.00 monthly or $250.00 yearly.

A multi-user subscription (5 concurrent logins) is $100.00 monthly or $1000.00 yearly.

* All prices are in US Dollars.
Can I view VTC on iPad?
iPad users can play movies via a web browser.
Can I resrict access by IP address?
Yes. You can add sub-users to a multi-user account and restrict by user name and password. You may also assign one generic username and password for all users and restrict by IP address or IP range.

Once you have a multi-user account set up, we can activate the IP restriction feature.

Once activated, from the main menu choose My Account | Account Information | Edit Account | IP Restrict. Or from the right sidebar click Edit Account | IP Restrict.

You will be taken to a page which permits you to assign IP restrictions allowing your sub-users to only access the training from a particular IP address or IP range.

To enable it, select the first box and enter the IP address value. To restrict to a single IP address, enter the same address in both boxes.

To restrict a range, enter the starting IP in the first box and the ending IP in the second box.

Do any of the courses contain captions?
We have several courses that are closed captioned. You can see a complete list of them by navigating here.

Within the Captions availability drop down selection, select "Yes". Click the Search button. A list of courses that are closed captioned will appear.

Individual course pages will list if captions are available for the course.
Error stating that I am signed in from multiple locations. How do I correct this?
"Your user name (custserv) is now signed into VTC in 2 locations. Do you want to sign off the other locations and continue?"

This message usually occurs if one attempts to log in after a login session is closed abnormally (i.e. browser closed without using Logout button, computer crash, browser crash, etc). The message should never prevent you from logging in. Click Yes I want to continue and the stale session will be removed.

Also, you may only log into VTC from one viewing method at a time. I you are logged in through a web browser and attempt to log in via the VTC Player, you will get the message that you were already logged in and vice versa.
Can't add user, says it already exists when it doesn't.
The user ID must be unique to the entire VTC system, not just a single account. You would need to modify any username that receives that error message.
How do I change my password?
Log into your account.

Change your password and click Update Profile to save your changes.
I need to change the password, due to the departure of several staff. Can you tell me how?
My Account allows multi-user admins to edit administrative information, including contact information and the admin password. Click Save Changes to Account when you are finished updating any information here.

To change passwords for sub-user accounts or to edit sub-user details, navigate to My Account | Multi-User | List Accounts and choose View Details.

Multi-User admins can allow their users to change their own passwords. To enable this option navigate to the My Account | Account Information | Edit Account menu and check the box "Allow sub-users to edit profile".
Can the movies be downloaded?
VTC training content is only available as streaming media. Subscribers are neither able nor permitted to download or save any of the content. Subscribers must be both connected to the Internet and to our site through a browser or one of our proprietary media players in order to view the content.
Can I get certified for SQL Administration courses or any other course?
We are not accredited. The VTC Completion Certificate's main purpose is to show that you have successfully viewed an entire course with VTC. Some employers and schools may count completion of VTC courses as credit toward continued learning or self study.

VTC doesn't offer testing which is something you would get through an accredited facility. Most students use our courses to gain the knowledge and then go to a testing facility for accreditation.
Is there a list of courses being updated in VTC?
VTC is always working diligently on creating updated versions of courses.

Once a qualified author is contracted, It generally takes 2-3 months to produce a course.

You may check the current status of courses on Titles in Development.
I am having trouble following the instructions in the course, can you assist?
VTC offers technical support for our proprietary media players and support for getting our training products to play on the customer system. This technical support does not extend to specific support or one-on-one training for the applications or technology that a subscriber is training on. The training material is produced on a contract basis by authors who are not on the VTC support staff and as such answer by email only, specific questions on their training courses, and at their own discretion.

Please be aware that most VTC courses contain an author video, which contains author contact information. This video is usually the last video within the course and provides viewers the necessary information to contact the author with questions regarding the tutorial. This is usually an email address or website URL.

Additionally, most product pages on VTC.com provide an email address or URL link to reach the author as well.
What is the Maximum Login option?
The "maximum login" option refers to the number of seats a sub-user can access on an account. If the sub-user is provided with a maximum login of 5 - that sub-user could tie up all 5 seats. If the sub user is provided a maximum login of 1 - they may only hold one seat at a given time on the account leaving the remaining 4 open for additional sub-users.

We would suggest setting the maximum at 1 to prevent one sub user from monopolizing all 5 seats unless you wish to have one sub user login to all 5 accounts.
What are MasterClass or QuickStart! courses?
QuickStart! and MasterClass! courses are generally shorter than full courses.

QuickStart! courses are designed to help users get up to speed with a newly available application or concept.

MasterClass! courses are designed to teach more advanced concepts.
I have many notes under my current course. is there any way to download them?
You may print or save as a PDF file, all the notes for a single course within My Account | QuickLinks | Course Options | View Course Notes.

Press Print.
How do I keep track of the movies I have viewed?
You can always bookmark the tutorials as you view them.

Navigate to VTC Support and review the Administrating Your VTC Account section.

You may also (once logged into your account) navigate to your Usage Report.

The page allows you to do a hits search which tracks those tutorials you've previously viewed.
How do I remove courses from my course list?
To remove courses from your course list, log into your account and click My Account | Account Features | Course List. Click the red X beside any course you wish to remove.

Others

I would like to propose a link exchange with the VTC site.
Thank you for your interest in VTC. Unfortunately, we do not participate in link reciprocation.

VTC does however offer an Affiliate program so that you may earn commission by directing customers to the VTC site. Additional information about the program can be found at Affiliates.
Can I play VTC videos on my mobile device?
Mobile users must use a web browser to view movies. Mobile device users having trouble playing movies should click the Preferences option on any course page and select the Low Bandwidth option.

VTC Player

Is the VTC AIR Player content window resizable?
Yes. As with viewing via a web browser, you can view tutorials in full screen mode.
Is there a wait period for Improper Log off?
The wait period enables the system to reset when a log off has failed or been improperly implemented. To avoid this issue, the user may wish to access the VTC AIR Player. The player allows access without using a web browser.

You must have an Internet connection and have Adobe AIR installed to effectively use the VTC AIR Player.

Please review the VTC AIR Player FAQ for additional information regarding the VTC AIR Player.

For other technical support, visit VTC Support.

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VTC Terms and Conditions

TERMS & CONDITIONS OF USE

BY SUBSCRIBING TO THIS SERVICE, YOU ARE CONSENTING TO BE BOUND BY AND ARE BECOMING A PARTY TO THIS AGREEMENT, THE TERMS AND CONDITIONS OF WHICH SHALL PREVAIL IN GOVERNING YOUR RIGHTS OF USE. BY CLICKING THE "BECOME A MEMBER" BUTTON, THE INDIVIDUAL OR ENTITY LICENSING THE PRODUCT ("YOU") IS CONSENTING TO BE BOUND BY AND IS BECOMING A PARTY TO THIS AGREEMENT. IF LICENSEE DOES NOT AGREE TO ALL OF THE TERMS OF THIS AGREEMENT, THE BUTTON INDICATING "BECOME A MEMBER" MUST NOT BE SELECTED, AND LICENSEE MUST NOT INSTALL OR USE THE SOFTWARE.

1. DEFINITIONS

"VTC" refers to Virtual Training Company, Inc.
"You" refers to the user or subscriber.
"Software" refers to the VTC training content and software.

2. LICENSE: VTC hereby grants to You a worldwide, non-royalty bearing, non-exclusive license to use the Software according to the provisions contained herein and subject to payment of the applicable subscription fees.

3. RESTRICTIONS: You may not do any of the following:

Save the Software to Your hard disk or other storage medium; permit others to use the Software except as specified by addendum; modify, reverse engineer, decompile, or disassemble the Software; make derivative works based on the Software; publish or otherwise disseminate the Software. VTC, Inc., VTC Online University, and the Virtual Training Company site is owned and operated by VTC, Inc. as a corporation of record.
All materials on this site are the property of VTC unless otherwise specified. No material from these pages may be copied, reproduced, republished, downloaded, uploaded, posted, transmitted, or distributed in any way. Modification of the materials or use of the materials for any other purpose is a violation of U.S. copyright law and other proprietary rights. For purposes of this Agreement, the use of any such material on any other web site or networked computer environment is prohibited.

4. FEES: The rights granted under this Agreement are effective only upon payment of the subscription fees, which are strictly non-refundable other than as expressly provided herein. The term "monthly subscription" is defined as any 30 day period. The term "yearly subscription" is defined as one 365 day period. A yearly subscription ends on the same numerical date as it began (example July 28, 2004 to July 28, 2005).

The VTC Online University is access to every VTC training tutorial in our library. You pay a flat fee for access to these titles. You are billed according to your renewal selection below, and can renew monthly, yearly, or in any other increment offered. If you choose to be billed monthly, you will be billed every 30 days for the subscription until you request the subscription be cancelled. Our terms of service state that you must cancel a monthly subscription at least two business days before your renewal date. These two days give us enough time to ensure that you will not be charged again.

5. LIMITED WARRANTY: VTC warrants that the Software, if operated as directed, will substantially achieve the functionality described. VTC does not warrant, however, that Your use of the Software will be uninterrupted or that the operation of the Software will be error-free or secure. In addition, the security mechanisms implemented by the Software have inherent limitations, and You must determine that the Software sufficiently meets Your requirements. VTC also warrants that the media containing the Software, if provided by VTC, is free from defects in material from the date You acquired the Software. VTC's sole liability for any breach of this warranty shall be, in VTC's sole discretion: (i) to replace Your defective media or Software; or (ii) to advise You how to achieve substantially the same functionality with the Software as described; or (iii) if the above remedies are impracticable, to refund the subscription fee You paid for the Software. Only if You inform VTC of Your problem with the Software during the applicable subscription period will VTC be obligated to honor this warranty. VTC will use reasonable commercial efforts to repair, replace, advise, or refund pursuant to the foregoing warranty within thirty (30) days of being so notified. If any modifications are made to the Software by You during the warranty period; if the medium is subjected to accident, abuse, or improper use; or if You violate the terms of this Agreement, then this warranty shall immediately terminate. This warranty shall not apply if the Software is used on or in conjunction with hardware or software other than the unmodified version of hardware and software with which the Software was designed to be used as described.

THIS IS A LIMITED WARRANTY, AND IT IS THE ONLY WARRANTY MADE BY VTC OR ITS SUPPLIERS. VTC MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT OF THIRD PARTIES' RIGHTS. YOU MAY HAVE OTHER STATUTORY RIGHTS. HOWEVER, TO THE FULL EXTENT PERMITTED BY LAW, THE DURATION OF STATUTORILY REQUIRED WARRANTIES, IF ANY, SHALL BE LIMITED TO THE ABOVE LIMITED WARRANTY PERIOD. MOREOVER, IN NO EVENT WILL WARRANTIES PROVIDED BY LAW, IF ANY, APPLY UNLESS THEY ARE REQUIRED TO APPLY BY STATUTE NOTWITHSTANDING THEIR EXCLUSION BY CONTRACT. NO DEALER, AGENT, OR EMPLOYEE OF VTC IS AUTHORIZED TO MAKE ANY MODIFICATIONS, EXTENSIONS, OR ADDITIONS TO THIS LIMITED WARRANTY.

6. PROPRIETARY RIGHTS: VTC reserves all proprietary rights in and to the Software, is protected by copyright and other intellectual property laws and by international treaties. VTC, Inc.

Trademark Notice: VTC, Virtual Training Company, Inc., The VTC Logo, and VTC Online University, are trademarks of VTC, Inc. All other company and product names may be trademarks of their respective owners.
The information contained herein is subject to change without notice. Copyright © 1995 - 2005 VTC, Inc. All rights reserved.

7. TERMINATION: This Agreement shall automatically terminate if You fail to comply with the restrictions described herein. Your obligations to pay outstanding subscription fees shall survive any termination of this Agreement.

8. LIMITATION OF LIABILITY: UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY, TORT, CONTRACT, OR OTHERWISE, SHALL VTC OR ITS SUPPLIERS OR RESELLERS BE LIABLE TO YOU OR ANY OTHER PERSON FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY CHARACTER, INCLUDING WITHOUT LIMITATION, DAMAGES FOR LOSS OF GOODWILL, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, OR ANY AND ALL OTHER COMMERCIAL DAMAGES OR LOSSES. IN NO EVENT WILL VTC BE LIABLE FOR ANY DAMAGES IN EXCESS OF THE AMOUNT VTC RECEIVED FROM YOU FOR A LICENSE TO THE SOFTWARE, EVEN IF VTC SHALL HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH
DAMAGES, OR FOR ANY CLAIM BY ANY OTHER PARTY. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY FOR DEATH OR PERSONAL INJURY RESULTING FROM VTC'S NEGLIGENCE TO THE EXTENT APPLICABLE LAW PROHIBITS SUCH LIMITATION. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THIS EXCLUSION AND LIMITATION MAY NOT APPLY TO YOU.

9. Links To Other Materials: Linked sites found at the VTC site are not under the control of VTC, and we are not responsible for the content of any linked site or any link contained in a linked site. VTC may change links based solely on our discretion, and we reserve the right to terminate any link or linking program at any time. VTC does not, by linking to sites, endorse companies or products to which it links and reserves the right to note as such on its web pages. If you decide to access any of the third party sites linked to this site, you do this entirely at your own risk.

Forums, and Chat are not always screened by VTC, and we are not responsible for the content of any public or open forum content at the site. VTC may change these public forums based solely on our discretion, and we reserve the right to terminate any forum at any time. VTC does not, by allowing these forums, endorse companies or products which may be mentioned in these forums, and reserves the right to note as such on its web pages. If you decide to access any of the public forums in this site, or linked to this site, you do this entirely at your own risk.

9. GOVERNING LAW & DISPUTE RESOLUTION: This Agreement is governed by Virginia law. All disputes between You and VTC shall be finally resolved through arbitration in Winchester, Virginia. This site is controlled by VTC from its offices within the United States of America. VTC makes no representation that materials in the site are appropriate or available for use in other locations, and access to them from territories where their content is illegal is prohibited. Those who choose to access this site from other locations do so on their own initiative and are responsible for compliance with applicable local laws. You may not use or export the Materials in violation of U.S. export laws and regulations. Any claim relating to the Materials shall be governed by the internal substantive laws of the Commonwealth of Virginia, USA.

VTC may revise these Terms at any time by updating this posting. You should visit this page from time to time to review the then-current Terms because they are binding on you. Certain provisions of these Terms may be superseded by expressly designated legal notices or terms located on particular pages at this Site.

If you have any questions regarding this policy, or your information specifically,
you may email us at:
admin@vtc.com.