Customer Service & Support

Patients rely on you. You can rely on us. Toolkits, webinars, on-demand trainings, templates, and much more to meet the needs of your facility in our shop.

Proactive Shop Technical Support

Have questions about your shop purchase? Can’t find your download? Please see below and contact us if you have any issues.

How do I get the products I’ve purchased?

After you’ve completed your PayPal order submission, you’ll receive an email from our store that includes the links to download your products or webinar training. Click the link for each product in the email and it will automatically download using your default web browser. The email with access links to your products is usually received within 5 minutes of purchase, so please check your spam folder if not received.

I clicked the product access link, but where’s my download?

Depending on the web browser you use (Chrome, Internet Explorer, Safari, Firefox, etc) the download process and location will be different according to your settings and where direct downloads are displayed. Please see the links below to find out exactly where these downloads are located for your browser.

Why are my download links not working?

If you click the link in your email and you receive this message “Sorry, you have reached your download limit for this file”, you’ve maxed out the number of times this product can be downloaded or the 60 day time limit has passed. The maximum number of downloads for each product is 3.

If you click the link 3 times and cannot find the download, please see the notes above on “I clicked the product access link, but where’s my download?” for help finding where the download files were saved on your computer. If you still have difficulty, please email us at so that we can assist you in accessing your products.

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