Registration FAQ

• I’m having trouble registering. What should I do?

  If you have difficulty registering, please try the following troubleshooting tips: 

  • Register using the Chrome web browser. 
  • Ensure that your billing address and ZIP code exactly match the information on your credit card. 
  • Ensure you are using a card we accept. We currently accept Visa, MasterCard, Discover, Diners Club and JCB via our secure payment gateway, Authorize.net.

  If none of these solve your registration problem, please reach out to [email protected] and we will do our best to assist you.

• What comes with my registration?

  Dual conference registrants have access to all sessions and events. Even if you cannot attend all sessions live, you will have access to recordings of all live sessions plus all pre-recorded breakout sessions.

• Can I transfer my registration if I can no longer attend?

  Yes! You may transfer your registration to someone else in your organization. The request must be made via email to [email protected] and include the following information:

  • Name
  • Job Title
  • Email
  • Phone
  • Credentials
  • Address

  Please note that registrations cannot be shared. If your access code was used to view live or pre-recorded content, even if CE Credits were not earned, registration cannot be transferred.

General FAQ

• Who should I contact if I have questions?

  If you have questions about the conference or the registration process, please email us at [email protected].

• Is group pricing available?

  Group pricing is not available

• What if I need to cancel?

  If you’re unable to attend virtually on the day(s) of conference, you can access your purchased sessions through December 31, 2023.

• How do I request a refund?

  You may request a refund by emailing [email protected] with "Refund Request" as the subject line. Please include your transaction / receipt number that you received upon registration. We will do our best to process refund requests within two business days.

Continuing Education FAQ

• Do I receive continuing education credits for attending?

  Yes! We are proud to offer continuing education credits for counselors, psychologists, nurses, physicians, social workers and dietitians. Our national accreditations can qualify as credits for other mental health licensures as well. Please check with your licensing body to determine if our accreditations are accepted for your continuing education needs. You can earn up to 15.0 CE/CME/CNE credit hours per conference. Continuing education credits for the Eating Recovery Pathlight Foundation (ERPF) conferences are sponsored by Eating Recovery Center, LLC. 

• What type of CE credits are available?

  Continuing education credits are provided by Eating Recovery Center, LLC and Your CE Source.

  Eating Recovery Center, LLC is a Continuing Professional Education (CPE) Accredited provider with the Commission on Dietetic Registration (CDR). CDR credentialed practitioners will receive continuing professional education units (CPEU) for completion of this activity.

  Eating Recovery Center is approved by NBCC as an Approved Continuing Education Provider, ACEP No. 6815. Programs that do not qualify for NBCC credit are clearly identified. Eating Recovery Center is solely responsible for all aspects of the programs.

  Eating Recovery Center, LLC is approved by the American Psychological Association to sponsor continuing education for psychologists. Eating Recovery Center maintains responsibility for this program and its content. 

  This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council for Continuing Medical Education (ACCME) through the joint providership of Your CE Source and the Eating Recovery Center. Your CE Source is accredited by the ACCME to provide continuing medical education for physicians.

  Your CE Source designates this live activity for a maximum of 15.0 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

  Your CE Source is an approved provider of continuing nursing education by the California Board of Registered Nursing. Provider approved by California Board of Registered Nursing, Provider #16031 for up to 15.0 contact hours.

  CE hours for each session are noted on the conference agenda. To earn credit for each session, you will be required to attend at least 90% of the session, pass a post-test with a score of at least 80%, complete an evaluation, and attest to your attendance and identity. To complete your continuing education requirements and download your certificate, you will need to register for our continuing education portal. You will receive an email inviting you to register or you can register by visiting the Navigating Continuing Education tab on the conference website.

• I’m attending both conferences — can I earn credit hours for both?

  Yes! If you’reregistered for both the Pathlight Conference on Mental Health and the Eating Recovery Conference on Eating Disorders, you can earn up to 30.0 CE/CME/CNE credit hours.

• How do I access my CE courses?

  We encourage all attendees to register for our CE portal prior to the conference.. If you are registered, you will be able to click on the CE link found on each webinar homepage and will be immediately directed to the CE materials for each course. If you haven't yet registered, you will need to do so before you can access course materials. There will be a registration link on the conference website.

  You can register now using this link and the code ERPFCON2023.

  For instructions on navigating the CE portal and the CE process please click here.

• I tried to log in to the CE portal but my link is no longer valid. How do I access the portal?

  There are two links to access the CE portal. If you have previously accessed the portal and set up an account after attending one of our CE events, you can gain access using the login link. If you have not previously registered for the portal, you will use the registration link. If you receive a message stating that the registration link is no longer valid, you may already have an account with us. Please try to log in using the email and password you created previously. If you cannot remember your password, please email [email protected].  

• What do I do if the portal does not recognize my username or password? 

  Please check that you are entering your email address and password correctly and that you are using the email address that you used to register for the conference. If you are still having difficulty, please email [email protected]. We are happy to help! 

• I did not pass the post-test. Can I still get my credits?

  Passing the post-test with a score of 80% or higher is required to earn CE credit for each session. Good news: You can retake the test to get a passing score. By clicking the results button in the CE portal, you can review your answers to see which questions you have answered incorrectly.

• Where do I find my CE certificates?

  Your CE certificates will be available for download under the achievements tab in the CE portal. When you have completed the CE requirements, you will see a green progress circle that says 100%. You can click on achievements and download your certificate to your device.

• I am logged into the CE portal but it will not let me complete all of the requirements. How do I get help?

  We find that Chrome works best with our portal. If you have tried switching browsers and are still experiencing difficulty, please check that you have successfully completed each requirement before moving on to the next. Have you passed the post-test? Have you answered all of the questions in the evaluation? Did you sign the attestation? Of course, there may be an issue with the system that is preventing you from completing the requirements. If you have tried to troubleshoot and still cannot get through, please email [email protected]. We are happy to help!  

• How can I reset my password? 

   Please email [email protected]. We are happy to help!

• I couldn’t watch all of the live sessions. Can I still get credit?

  To meet the requirements for CE credits, you need to watch at least 90% of each session. If you have to step away and cannot watch an entire live session, you will be able to view a recording three hours after the session is completed. After watching, you can click the link to access the CE portal and complete the CE requirements for the session. 

• I watched the conference with a group. Can we all earn CE credits?

  Only individuals who have registered for the conference will be able to earn CE credits. If members of your group are registered for the conference, they will be able to access the CE portal and complete the requirements to earn credit. If you plan to watch the conference as a group, please contact [email protected] so we can set up the attendance record for your group. 

• I want to watch the presentation again before completing my CE requirements. Can I do that?

  Yes! You can watch the recordings as many times as you’d like.  The sessions will remain active on the conference website until December 31, 2023. Live sessions will be recorded and available to watch on the conference website three hours after the session has ended. 

• How long do I have to complete the CE requirements and earn my certificate for the conference?

  Conference presentations and CE materials will be available until December 31, 2023.

Live Session FAQ

• What time do live sessions start?

  Each session will take place at the indicated time on the conference agenda. Please note that all times are in Mountain Daylight Time. Live sessions include time for a short Q&A.

• Can I enter a Live Session early?

  You may enter a live session up to 15 minutes prior to the start time.  If you enter prior to the start time, you will wait in the virtual lobby until the presentation begins.

• How do I enter a Live Session?

  To enter a Live Session, click the tile and when prompted, enter your email address. Please ensure you are using the same email address that you used to register for the conference.

• Can I enter a Live Session while it is in progress?

  Yes.  You may enter a Live Session while it is taking place. Note that to receive continuing education credit, you need to watch 90% of the session.  However, if you miss any part of a Live Session, you may go back and watch it on demand.  All Live Sessions will be available on-demand three hours after they have ended.  You will be able to access them from the conference website.

• I am in the session.  Can I adjust my view of the Presentation Console?

  Yes, you may adjust your view of the Presentation Console by adjusting both the media window (where the speaker(s) will be shown) and the slide window (where the PowerPoint slides will be shown). You can do this by clicking and dragging the right side of the window.  You may also view either of these windows “full screen” by clicking on the small box in the upper right-hand corner of the window.  To return to the main viewing console from full-screen mode, click the “Esc” button on your keyboard.

• What do I do if there is nothing playing in the media window?

  Hang tight! If the presentation has not started, the media window will display the message “waiting for the presenter.” The presentation should begin at the designated time.

• Can I ask questions during a Live Session?

  Yes, you will have the ability to submit questions during the presentation using the Q&A box on the screen.  Note that questions will be answered following the presentation portion of the session. Unfortunately, due to time limitations, not all questions may be answered.

• Can I download the PowerPoint Slides?

  No, the PowerPoint slides are not available for download.  However, you may access the session on-demand as often as you would like through Dec. 31, 2023.

On-Demand Session FAQ

• Can I re-watch a session I attended?

  Yes, all of our sessions will be available for you to watch on-demand through December 31, 2023. All Live Sessions will be available as on-demand sessions three hours after the session has ended.

• How do I enter an On-Demand Session?

  To view an On-Demand session, click on the session and enter your email address.  If you receive a message that “Login Failed,” check to make sure that you are using the email address you provided when you registered.

• I am in the session.  Can I adjust my view of the Presentation Console?

  Yes, you may adjust your view of the Presentation Console by adjusting both the media window (where the speaker(s) will be shown) and the slide window (where the PowerPoint slides will be shown. You can do this by clicking and dragging the right-side of the windows.  You may also view either of these windows “full screen” by clicking on the small box in the upper right-hand corner of the window.  To return to the main viewing console from full-screen mode, click the “Esc” button on your keyboard.

• Can I download the PowerPoint Slides?

  No, the PowerPoint slides are not available for download.  However, you may access the session as often as you would like to do on-demand through Dec. 31, 2023.

• The Audience URL in the email I received doesn't work.

  Please contact [email protected]. We are happy to assist.

• Can I access the event from a different computer than the one I registered from?

  Yes, you can access the event via any computer. Be sure to use the e-mail address that you used when you registered. 

• I am asked for a password when I try to view the event.

  If you are behind a firewall, your company may require a user ID and password in order to access the Internet, or you may have to reconfigure your proxy settings to access this event.We do not require a password to enter the conference website or to view sessions. If you are behind a firewall and you are trying to view an event that is in HTTP format, you may have to reconfigure your protocol to stream this event. Please check with your network administrator.

• Pressing the "Launch Presentation" button doesn't do anything.

  If you have pop-up blocking software installed and it is active, it may be blocking the presentation console from opening. You may need to temporarily disable the pop-up blocking software in order to participate in the event.

• I received a "Content not available" message.

  If you receive a message in the Media Player saying "Content not available" and are unable to access the stream, try refreshing your browser page. If this does not resolve, wait and try again later.

• I received a message that the event is not currently available.

  You may see this message due to one of the following reasons:

  • The event has not yet been broadcasted.
    Verify the time and date of the live event to ensure the start time. The event may have only been available for live access.
  • The event you are trying to access has concluded but the on-demand version is not yet available. Please check back 3 hours after the conclusion of the original event to access the on-demand version.
  • The event may no longer be available.
• I received an "HTTP not found" error message.

  128-bit Encryption is required for your operating system and browser.

• Why is the sound working, but the video is freezing?

  This is usually because of network congestion. Network congestion manifests itself in different ways:

  • The sound works continuously, but the video freezes.
  • The program continually stops and rebuffers.
  • The player automatically stops, requiring you to click play again to resumeThe media player automatically stops, or it continually stops and rebuffers
• Network congestion can occur at any time due to the following problems:
  • If you are connecting to the Internet through a slow connection, or over a congested wi-fi or cellular (mobile) network.
  • You are trying to access an event during peak Internet traffic hours.
  • If you are connecting to the Internet from a mobile device.
  • There is heavy traffic on your company network.
    • To alleviate network congestion, you may want to consider the following:
    • Upgrading to a faster connection
    • Minimize the number of applications you are running while accessing the event
    • Try accessing the event during an off-peak Internet traffic period.

  To alleviate these problems, consider reducing the number of applications you have running. If you are accessing an on-demand event, try accessing the presentation at a later time when network congestion may have lessened.

• I can't hear anything (or the sound is very faint)

  Please make sure you have an up to date browser such as chrome or edge, that your speakers are connected, and the volume is turned on by clicking over to an alternate website (like YouTube).

  Verify that your speakers are plugged into the power outlet, turned on and up, and connected to the audio port of the computer. Your speakers or headphones must be plugged into the sound card, not into the sound out jack of the CD-ROM drive. If you still cannot hear any audio, check your system volume settings and the volume on the media player. If your system is properly set-up, then try adjusting the system volume settings:

  • Click Start, Settings, and then Control Panel.
  • Double-click on the Multimedia Icon.
  • On the audio tab, turn up the volume.
  • If it is grayed out, this is an indication that the system is not configured for sound.
• I can access the event, but I cannot view the slides, or the slides are not flipping.

  Try refreshing the presentation by either hitting F5 on your keyboard or closing out and re-launching the presentation.

  If the event has already started, please wait a few moments. The slides are either synchronized with the event or are user-controlled and can be flipped using controls located below the slides.

• My computer crashes when I try to access the event
  • Verify that your settings meet the minimum event requirements. Click here to view requirements. https://on24.my.site.com/Support/s/article/Webcast-Elite-Event-Help-Guide
  • Try clearing your browser's cache and restart the event.
• I can't see the test video.

  Your media player may not be installed correctly, or your player may not be configured to stream the format of the event. Verify that the player has been installed correctly and check the player settings to verify that it is set up to receive the stream format.

• I can see the test video, but I can't see the event video.

  This may be related to incorrect proxy settings in the media player. See here for more details: https://on24.my.site.com/Support/s/article/Webcast-Elite-Event-Help-Guide for assistance. Or you may not have permission to access live streams.

• The video is choppy
  Video may be received in a choppy format due to network congestion. Please refer to https://on24.my.site.com/Support/s/article/Webcast-Elite-Event-Help-Guide for reference on network congestion.