Customer Service : (716)-829-5841

  Technical Support: (877) 602-9877

  Customer Support: sw-ce@buffalo.edu

  Technical Support: ubswce@ce21.com

Solutions and FAQ

Billing/Accounts/Certification


  • Can I pay by check, credit card, or agency purchase order? Checks and Credit Card: Yes, you can pay by check or credit card. When you select a course to purchase, you will have the option to select credit card payment or check payment. It will give you the option to specify if it is a personal check or an agency (company) check. When you select check payment, instructions will appear telling you who to make the check payable to, the form you need to print out to attach to your check, and where to mail it. Once payment is received, you will be given access to the course. If you have questions about this process, you can contact Technical Support at (877) 602-9877 or by email at ubswce@ce21.com. Purchase Orders: There is also an option to select payment by purchase order. Instructions will appear after proceeding with this option. If you have questions about this process, you can contact Technical Support at (877) 602-9877 or by email at ubswce@ce21.com.
  • I am having trouble logging in to my account. In order to purchase a course or access one you already purchased, you will need to use the email address and password you entered when you registered for your account. If you don’t know what your user information is, or it isn't working for you, please call Technical Support at (877) 602-9877 to have your login information reset.
  • Cancellation Policy In-Person Trainings – Half and One Day: Full payment is due by the start of training. Participants may cancel by contacting the Office of Continuing Education by phone or email up to 10 business days prior to a training and receive a refund or a gift card minus a $50 processing fee. Participants who cancel a half-day training (less than 5 hours) less than 10 business days prior to the training will receive a refund or a gift card minus a $50 processing fee. No gift cards or refunds will be issued within 24 hours of the training. There may be instances where a special workshop has additional cancellation rules and that will be stated in the workshop description. Participants who cancel a one-day training (5 hours or more) less than 10 business days prior to the training will receive a gift card minus a $50 processing fee or a refund of 50% of their registration fee. No gift cards or refunds will be issued within 24 hours of the training. There may be instances where a special workshop has additional cancellation rules and that will be stated in the workshop description. In-Person Training – Multi-Day: There is a $50 non-refundable deposit for all multi-day trainings. Full payment is due by the start of training. Participants may cancel by contacting the Office of Continuing Education by phone or email up to 30 calendar days prior to a training and receive a refund or a gift card minus a $50 processing fee and the $50 non-refundable deposit. Participants who cancel less than 30 calendar days prior to the training will receive a gift card minus a $50 processing fee and the $50 non-refundable deposit or a refund of 50% of their registration fee. No gift cards or refunds will be issued with 5 or less business days’ notice before the start of the training. There may be instances where a special workshop has additional cancellation rules and that will be stated in the workshop description. Online Training: Participants have up to 72 hours from purchase to contact the Office of Continuing Education by phone or email and request a refund for an online course. Gift Cards: Gift cards can be used as payment toward future trainings. Gift cards expire one (1) year after being issued. Substitute Attendance: If a registered participant is unable to attend a training and would like another individual to attend in their place the Office of Continuing Education must be called or emailed at least one full business day before the training. Substitution decisions will be made on a case-by-case basis. Late Policy: Participants should plan on arriving prior to the start of the training to allow time for sign-in, registration, and training introductions. Participants arriving 20 minutes or more after the scheduled start time or departing 20 minutes or more prior to the scheduled end time will not receive any Continuing Education Credit and/or certificates associated with the training. Check Refunds: Any refund requests for a check payment may take up to 2 – 4 weeks to process. UB Cancelled Trainings: If the Office of Continuing Education cancels a training, participants will be notified via email and refunds will be paid in full. Please be aware that if the University at Buffalo is closed the training may still be taking place. Please contact the Office of Continuing Education if you have any questions or concerns regarding whether or not a training is still being held. Please email sw-ce@buffalo.edu or call 716-829-5841 for cancellations.
  • How long do I have to complete a course? Digital Seminar self-study course are available for purchase 365 day a year (self-study means no access to the instructor at the time you take the course). You have unlimited access from time of purchase to complete the course.
  • How do additional participants in a course obtain CEUs? This is a new feature. ‘Additional Participant CE’ is available on most of our online products. This means that people can watch a course as a group and there is a reduced price for those watching as an additional participant. You can verify that the product offers Additional Participant CE by checking the course information. If Additional Participant CE is offered, you will see it below the price of the event. If it is not listed, the product does not offer Additional Participant CE. Each additional participant looking to obtain CEUs should follow these instructions: 1. If the online course offers Additional Participant CE, you will find the Additional Participant CE available in the Additional Participant CE course list (master list of all courses that offer this) or by looking at the detail as noted in the image above to see if the course offers this feature. 2. Each additional participant will need to purchase the appropriate Additional Participant CE for the course in which they participated with their colleague. 3. Additional Participant CE can only be fulfilled after the course is completed, but you can purchase before the course takes place. You will need to provide the name of the person that purchased the original course. 4. Once the course has been viewed by the original purchaser and you have completed the quiz in your account, you will be able to print your certificate of completion from your account.

CEUs available


  • What CEUs are included with the courses? Please check the Credit link or CEU section of the course description before you purchase it to ensure that it offers the approved CEUs you require. CEUs will print out on your certificate upon completion of the course.
  • Do courses include New York LMSW, LCSW, LMHC, LCAT and LMFT CEUs (contact hours)? Check the "Credit" tab of the course to verify it has the approved number of contact hours listed before you purchase it. The CEUs/contact hours will print out on your certificate upon completion of the course. 1. New York LMSWs & LCSWs: The requirement for continuing education to renew license registration went into effect on 1/1/15. Almost all of the courses in the catalog are approved for New York NYSED LMSW, LCSW, and LCSW-R contact hours. Many include social work hours for other states. 2. New York LMHCs & LMFTs: The requirement for continuing education to renew license registration went into effect on 1/1/17. There are currently limited courses that have approval for these professions. Use these two links to locate courses with hours listed in the Credit tab under 'Counselors- New York (self-study)' and 'Marriage & Family Therapists - New York (self-study)’ as well as ‘UBSW - NYS LMFT CEUs/Contact Hours’. 3. New York LCATs: The requirement for continuing education to renew license registration went into effect on 1/1/17. There are currently limited courses that have approval for these professions and the hours are listed in the Credit tab under 'UBSW - NYS LCAT CEUs/Contact Hours'.
  • How do I search for courses with specific CEUs/credits? Enter CREDIT into the search box on the home page https://ubswce.ce21.com/ This will take you to the Credit Search page which is https://ubswce.ce21.com/Search?search=credit%20tyle In the upper middle part of this page is a box titled –Select Credit Type— Click on the down arrow to the right of these words to open the drop down list. For New York Social Workers, there are two choices as some courses use different wording for these hours. Social Workers – New York (self-study) UBSW- NYS LMSW & LCSW CEUs/Contact Hours (these are courses that we filmed) For New York Mental Health Counselors, there are two choices as some courses use different wording for these hours. Counselors – New York (self-study) UBSW- NYS LMHC CEUs/Contact Hours (these are courses that we filmed) For New York Marriage and Family Therapists, there are two choices as some courses use different wording for these hours. Marriage & Family Therapists – New York (self-study) UBSW- NYS LMFT CEUs/Contact Hours (these are courses that we filmed) For New York Creative Arts Therapists, there is one choice, as most of the courses do not have these hours. UBSW- NYS LCAT CEUs/Contact Hours (these are courses that we filmed) When you complete a course, the CEUs/credits listed in the Credit tab of the course you purchased will appear on your certificate that you can print or download and save.
  • Will my licensing/accrediting body receive copies of my certificates too? We are not able to send your certificate to New York State or any other licensing/accrediting body. Your certificates are available 24/7 365 days a year in your account to access and download as needed. If you have taken a live in-person course with UB School of Social Work Office of Continuing Education prior to January 1, 2020, those certificate will not appear in your account. If you need a copy of a certificate please email sw-ce@buffalo.edu.

Preparation for taking online courses


  • How do I test my system prior to the webcast? To test your system: Click on your Account name above (If you are not currently logged in, click on the "Register or Sign In" link above and enter your email address and password). You will be redirected to your account. Under Pending Online Seminars, click on the "Launch Viewer" button of the webcast you've registered for. A new window will open with a test video playing in the upper left box. Confirm that you can both see and hear the video and music that are playing in that window.
  • How long will I have access to a Digital Seminar course? Digital Seminars: Courses in our online self-study catalog are now available as Digital Seminars offering two options: watch as a streaming video and/or download the video and watch as often as desired. Both can be done at a time of your convenience. Self-study means that you do not have access to the instructor when you complete the course; please comply with your state licensure regulations regarding self-study continuing education rules. License: (course access) never expires
  • How do I access the Course Materials (handouts)? Course Materials (handouts) can be accessed from your user account or from the viewer. The instructions for both have been listed below. Accessing materials from your online account: Under Pending or Completed Seminars, locate the name of the webcast you've registered for. Underneath the seminar title, there will be a "Handouts" button. Click on it to open the Handouts dialog. A new window will appear with a list of hyperlinked course materials. Click the hyperlink for each handout you would like to download. Upon clicking on a handout, the file may automatically download or you may be asked whether you want to Open or Save the file(s). If you choose Open, the handout will be opened as soon as the download is complete. If you choose Save, ensure that you know where you save your downloaded files by default. For most people, this will be on your Desktop or in your My Documents folder. Downloads will often show at the bottom left of your browser window. Accessing materials from the viewer: Click the 'Materials' tab located on the upper right hand corner of the viewer. Once the 'Materials' tab is open, a list of hyperlinked course materials will be displayed. Click on the hyperlink for each handout you would like to download. Upon clicking on a handout, the file may automatically download or you may be asked whether you want to Open or Save the file(s). If you choose Open, the handout will be opened as soon as the download is complete. If you choose Save, ensure that you know where you save your downloaded files by default. For most people, this will be on your Desktop or in your My Documents folder. Downloads will often show at the bottom left of your browser window. If you are having trouble finding the file or don’t think it is being downloaded, please contact your IT Administrator if you are using a work computer. If you are using your personal computer, you can contact your Internet technical support department for guidance.
  • When I try to open the Course Materials (handouts) it does nothing / gives an error / the document appears garbled. Possible Causes Sometimes Adobe Reader cannot display a document that is being sourced over the internet. This usually indicates that you have an older version of Adobe Acrobat Reader that cannot handle PDF documents created with a newer version of Acrobat Reader. When you click on a link to the materials and nothing happens, this could be a sign that a pop-up blocker of some sort that is blocking the link from being opened. If you get an error when you click on the link to the materials telling you that there is currently no program available to open this type of media, you probably do not have Adobe Acrobat Reader installed on your system, or Adobe Acrobat Reader is not recognizing the PDF file type. Solution Try right-clicking on the document link and select "Save Target As..." to save the document to your computer and then open it from where you saved it. Note: Make a note of where you save the document. We suggest saving it to your Desktop for easier retrieval. Check in the Add/Remove Programs module in Control Panel and see what version of Adobe Reader you have and to see if there is more than one version listed. Click on the [START] button on the Task Bar and select [Control Panel]. Click on the [Add/Remove Programs] in the Control Panel. Check for both Adobe Reader and Acrobat Reader in the list. Right click on the Adobe items and [Uninstall] them. Go to www.adobe.com and download the latest version of Adobe Reader. Note: If you do not want the extra downloads make sure to uncheck the boxes under [Also Download:] before downloading. Install Adobe Reader and try opening the document again. If you are still having problems, please contact Technical Support at buffalo@ce21.com or (877) 602-9877.
  • What does digital seminar, self-study and live seminar/webcast mean? Note: not all course options are available in the catalog. Digital Seminar: These are courses previously recorded that qualify for self-study hours as you do not have access to an instructor at the time you take the course.All courses in our online self-study catalog are now available as Digital Seminars offering two options: watch as a streaming video and/or download the video and watch as often as desired. Both can be done at a time of your convenience. License: (course access) never expires They are available for purchase 365 days a year. Self-study: This is a term that means you do not have access to an instructor at the time you take the course; please comply with your state licensure regulations regarding self-study continuing education rules. Live Seminars or Webcasts: UB does not currently offer this type of course. Live Seminars or Webcasts refers to a live webcast where everyone watches the course at the same time. Access to the instructor for questions is available through the webcast system. This type of course is considered live online contact hours or live CEUs.
  • How do I connect to the live seminar/webcast on the day of the event? Currently, we do not have any live seminars/webcasts available (a course that everyone takes the same live online course on the same day with access to the instructor during the course). When this option becomes available to connect to a live webcast, you will: To connect to the webcast, click on your Account name above (If you are not currently logged in, click on the "Register or Sign In" link above and enter your email address and password). You will be redirected to your account. Under Pending Online Seminars, locate the name of the webcast you've registered for. Underneath the seminar title will be a "Launch Viewer" button. At any point up until 30 minutes from the start time of the webcast you will see a test video play. The webcast video will replace this test video within 30 minutes of the scheduled start time without any user action required.

Trauma-Informed Certificate Programs


  • What is the Trauma-Informed Certificate Program? The University at Buffalo School of Social Work Office of Continuing Education offers three trauma-informed certificate programs. Some courses in this distance learning catalog are designated as ‘foundation’, ‘elective’, ‘skill intervention’ or ‘grounding and experiential methods’ courses that apply toward the hours needed to complete the specific trauma-informed certificate program in which you are enrolled. You may also take any of the trauma courses in this catalog without being enrolled in the certificate program. For those enrolled in the certificate programs, you may choose the UB Trauma Program Discount price when purchasing a course. Some of our trauma courses offer this discount and others are priced at the lowest possible discount for everyone. Information about the three certificate programs can be found at http://socialwork.buffalo.edu/continuing-education/certificate-programs/trauma.html

Viewer


  • How do additional participants obtain CE? Additional Participant CE is available on nearly all of our online products. You can verify that the product offers Additional Participant CE by checking the Product. If Additional Participant CE is offered, you will see it below the price of the event. If it is not listed, the product does not offer Additional Participant CE. Each additional participant looking to obtain CE should follow these instructions: If the online product offers Additional Participant CE, you will find the Additional Participant CE test available in the Additional Participant CE catalog. Each additional participant will need to purchase the appropriate test for the course in which they participated. Additional Participant CE can only be fulfilled after the event, but you can purchase before the course takes place. You will need to provide the name of the person that purchased the original course.

Technical Issues


  • How do I restart the webcast if I stop or get disconnected? If your connection to the webcast stops, you can follow the instructions below to reconnect. Hit the F5 key located on the top of your keyboard. You can also click the refresh icon located at the top of your browser. Once the refresh key is hit, the seminar viewer will reload and the video should begin again. If refreshing the viewer does not resolve the issue, please follow the steps below: Close the viewer tab and return to your online account. Under Pending Online Seminars, click on the "Launch Viewer" button for the webcast you've registered for.
  • How do I know if I have the bandwidth necessary to view the webcast? All webcasts will be streamed at 256K. Please test your system using the test link given to you when in your registration email and again by email the day before the webcast to make sure that your computer and your network can handle streaming video at this bandwidth. If you are having trouble with the webcast buffering or not playing and you are using a work computer, please contact your agency IT Administrator for additional help. If you are using a personal computer, contact your Internet provider technical support department. If you believe it is a technical problem with the course, please contact the Help Desk at ubswce@ce21.com or 877-602-9877.All webcasts will be streamed at 256K. Please test your system using the test link given to you when in your registration email and again by email the day before the webcast to make sure that your computer and your network can handle streaming video at this bandwidth. If you are having trouble with the webcast buffering or not playing and you are using a work computer, please contact your agency IT Administrator for additional help. If you are using a personal computer, contact your Internet provider technical support department. If you believe it is a technical problem with the course, please contact Technical Support at ubswce@ce21.com or 877-602-9877.
  • I am unable to open the video player or see the streaming video in the player. Make sure you have the latest Adobe Flash Player, which can be downloaded from http://get.adobe.com/flashplayer/. Try closing the viewer tab, returning to your online account and launching the course once more. If you are still having problems, please contact Technical Support at ubswce@ce21.com or (877) 602-9877.
  • What do I do if I can’t hear the audio? 1. Confirm that sound is available on your computer Please make sure the mute is not checked in your system volume Please make sure the volume on the viewer is turned up If you have external speakers, check the following – The speakers are plugged into an outlet The speakers are plugged into your computer The speakers are turned on and the volume knob is turned up If you have integrated speakers, check the following The speakers are not muted via a mute key on your keyboard 2. Please try closing the viewer tab, returning to your online account and launching the viewer once more. 3. Test audio from other flash videos at another site like www.youtube.com. 4. If you are still having issues hearing the audio and you are using a work computer, please contact your IT Administrator for additional help. If you have audio working on other sites, you can contact Technical Support at 877-602-9877 or ubswce@ce21.com. If you have followed all of the above steps and you still do not have audio working on your computer for any website audio, you may need to consult with a computer repair service.
  • Why was I able to see the test but have issues with the actual webcast? The actual webcast will be streamed at the same rate of the test, 256 Kbps. If you were able to see the test but are having trouble viewing the actual webcast, it means that there is something taking up too much bandwidth on your network. Do what you can to reduce any other heavy bandwidth use on your computer. If you are using a work computer, contact your IT Administrator for additional help. If you are using a personal computer, you may need to contact your Internet provider technical support department for guidance. If you believe it is a course issue, contact Technical Support at ubswce@ce21.com or 877-602-9877.
  • Who do I contact if I still have questions? If you still have technical questions, you can contact Technical Support by phone at (877) 602-9877 or email at ubswce@ce21.com For other program related questions such as course extensions beyond 60 days, cancellations/refunds, trauma-informed certificate program questions, etc., you may contact us at sw-ce@buffalo.edu or 716-829-5841 EST during business hours.

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