Help, or FAQ Frequently Asked Questions and Answers
- Why isn't the registration page taking my password?
- How do I get my case number, I do not have that?
- How do I enter my case number at registration?
- What do I do if I do not know my Court District?
- How do I sign up for the course if I do not have an email address?
- I would like to pay by Cash, Check, or Money Order instead of using a Credit Card. Where do I send payment to?
- I signed up for a joint account, does my spouse need to be there for the course?
- I forgot to add my spouse to the account, how can I add him or her?
- Can I take the course for someone else?
- I am low income, how do I qualify for a fee waiver?
- How do I remove the faxing, mailing, expedited filing, or audio features?
- Is it safe to enter my credit card information on your website?
- Why was my Credit Card information not accepted?
Questions Regarding Our Service
- Is your debtor education agency approved in my state?
- How long does the course take?
- What times are your staff available if I have any questions?
- I am having trouble logging into my account or I forgot my password.
- If I leave the course and come back to it later will my information be saved?
- I am having trouble submitting the budget page.
- Why does the course keep making me take the test over and over again? I thought I finished it?
- How do I know if I have completed the course?
- I keep failing identity verification, what should I do?
- How fast will my certificate be made available after I complete the course?
- How do I receive a copy of my certificate?
- My attorney did not receive a copy of my certificate, what do I do?
- What do I do if the name, case number, or district on my certificate is incorrect?
- I am looking for a certificate for one of my clients or I would like to see if they finished the course, how can I receive that information?
- Can you change the date or time on the certificate?
- Can I register accounts for my clients?
- Can I take the course for my clients?
- I know my client just completed the course, but I did not receive the certificate by email, why is that?
- I am having trouble logging into my Attorney Login account.
- Can you file the certificate of completion of debtor education with the bankruptcy court?
- How do I request a refill of advertising?
I am having trouble logging into my account or I forgot my password.
If you are having trouble logging into your account, you are either typing your email address or password incorrectly. Go to our Sign In page. From this page, click on "Forgot password?" and enter the email address you used to register an account with us. It will send instructions on how to reset your password to your email. If you enter your email and click "Forgot password?" but receive a red warning "Email address does not exist in our system", that means your email is not in our system. That can happen if you accidentally signed up with the wrong email, such as entering a typo in your email address when you registered. If you still have trouble after following the above instructions, give us a call at 1-855-976-1700, and our staff can look up your account, change your email, and/or reset your password if need be.
Why does the course keep making me take the test over and over again? I thought I finished it?
You have not yet spent the required time on the course. The big highlighted red box when you log in explains it better, but if you try to complete lessons 1-13 in less than 120 minutes, it will let you review the course again from the beginning. Debtor Education courses are required to take a MINIMUM of 120 minutes to complete, so there is no sense in trying to complete the course early. It is a requirement that we cannot waive.
The solution is to complete Lesson 13 AFTER 120 minutes have passed. That will grant you access to the final course evaluation and SSN verification screens. The course is not complete until your SSN numbers have been verified.
How do I get my case number, I do not have that?
You will receive your case number from your attorney or from the bankruptcy court after your case has been filed. Please contact your attorney for this information prior to registering an account.
How do I enter my case number at registration?
Your case number should be in the format 16-12345. The first two digits represent the year the case was filed, in the case of our example, the case was filed in 2016. There is then a dash, followed by 5 numbers. You may receive an extended case number such as 3:16-bk-12345-ABC. You would enter that into our system as 16-12345.
I would like to pay by Cash, Check, or Money Order instead of using a Credit Card. Where do I send payment to?
You can send payment to:BE Adviser, LLC
P.O. Box 383
Bay City, MI 48707-0383
(make the Check or Money Order out to "BE Adviser")
Your account will be activated once payment is received and you will receive a follow up email letting you know you can access the course.
We highly recommend that you send your payment Priority Mail with Delivery Confirmation (no signature required) so that you know exactly when our office will receive it.
How do I receive a copy of my certificate?
There are two ways to download a copy of your certificate.
- Log back into your account. If you have completed the course it will say "You have completed the Course" at the top of the page in a highlighted box. Below the highlighted box under your student information there will be a link to download your certificate. Click that link to download the certificate.
- Without logging in, click on "Certificate Search" on the black navigation bar. Enter your District, Last Name, and the Last 4 digits of your SSN. If you have completed the course, it will allow you to download the certificate directly from this page. The great thing about this option is you do not even need to log into your account.
My attorney did not receive a copy of my certificate, what do I do?
Login your account. Verify that the email address you entered for your attorney was correct. We guarantee that emails are always sent out to the attorney on our end, but we cannot guarantee that the attorney has received it, as emails can often be marked as spam or accidentally deleted. If the email was correct, you may want to follow up with your attorney and ensure that the email did not end up in their spam folder by mistake. If the email is incorrect, feel free to contact us at email@example.com or call us at 1-855-976-1700 and ask us to correct and resend the email. You can also download the certificate and send it to your attorney yourself. You have full access to download the certificate 24 hours a day, 7 days a week.
What do I do if I do not know my Court District?
We always recommend verifying your court district with your attorney, prior to registering for an account. We can always fix it at any time (preferably contact us at firstname.lastname@example.org or call us at 1-855-976-1700 before you complete the course and the certificate has been issued).
What do I do if the name, case number, or district on my certificate is incorrect?
Email us at email@example.com or call us at 1-855-976-1700. Our staff will cancel the previous incorrect certificate, and reissue a new certificate with the proper information and resend it to your attorney, as well as make it available for download from your account. We recommend that you follow up with your attorney to explain the situation, as they may have already received the incorrect certificate, and you want to make sure that the incorrect certificate is not filed with the court.
Is your debtor education agency approved in my state?
Yes. BE Adviser, LLC is approved in ALL States by the U.S. Trustee's Office (and approved by the Bankruptcy Administrators in all districts of Alabama and North Carolina) and all U.S. Territories (such as Puerto Rico, Guam, and the Virgin Islands).
How do I know if I have completed the course?
Log back into your account, if you see a highlighted box at the top of the screen that says, "You have completed the Course." It means the course has been completed successfully. If you log back into your account and see a highlighted red box that says "YOU HAVE NOT YET FINISHED THE COURSE" it means you still have sections of the course to complete.
I am having trouble submitting the budget page.
The budget requires that when you are entering financial information that you only enter whole numbers. DO NOT enter decimals, periods, commas, spaces, or any other characters other than a number. So if your cable bill is $89.11 for example, you would simply enter 89 into the form. If your mortgage is $1,900.34, you would enter 1900 into the form. If you went ahead and entered characters other than a number in those fields, you need to go back, delete everything in the field, and re-enter only the number. We only need estimates on the budget, you do not need to have exact amounts.
I signed up for a joint account, does my spouse need to be there for the course?
Yes. The U.S. Trustee's Office requires that each individual who receives a certificate goes through the course in its entirety. You both must be present for entire course.
I forgot to add my spouse to the account, how can I add him or her?
Our course is designed for joint clients to take the course together. If you already signed up for a single account, go ahead and complete the course. If your spouse needs to take the course separately, please contact us at 1-855-976-1700 and our staff will manually add your spouse to the account and manually process the payment for your spouse. Your spouse will be required to complete the course separately.
Can I take the course for someone else?
No. If you have valid power of attorney, you may speak to your Attorney to see if it is legally permissible in your jurisdiction to take the course on behalf of the other person. Otherwise, the person who is listed on the registration must be present and take the entire course.
I am low income, how do I qualify for a fee waiver?
Our full fee waiver policy is available by clicking "I qualify as a no-cost client" on the registration page. Make sure you create an account prior to sending in fee waiver documentation to our office. That will ensure that your account is available for our staff to activate, and also that they can contact you by email to inform you whether or not your fee waiver was successful. Your account will not be activated until your fee waiver is approved. You can also pay for the course up front (so your account will be activated immediately), and you will be notified by email if you qualify for the fee waiver and the documentation to submit. After we receive that documentation, you will be informed of the decision by email.
Why isn't the registration page taking my password?
If your password is six characters or longer, and you confirmed the password (typed it twice correctly), than the system will take your password without any problem. However, anytime you submit the page incorrectly (for example you left a field blank or submitted incorrect data in a field), the password will be removed for security purposes. So often clients call us wondering why the system will not take their password, when in fact there is another error on the page. Retype your password and confirm it by typing it again in the form. Then scroll through the entire page and look for any errors marked in red. Fix those errors and then resubmit the page. You have to scroll through the entire page to locate the errors in your registration and correct them, or the page will continue to be returned with the same notice (and your password will be removed for security purposes each time).
How do I remove the faxing, mailing, expedited filing, or audio features?
You must contact us prior to completing the course so we can remove the feature from your account and process a refund. Once you complete the course, your certificate is faxed, mailed, or filed, and this cannot be undone so we are unable to offer refunds at that point. We do not refund any fees for the audio feature if it does not work on your system, because you are able to test to see if it works before you sign up for it on our registration page.
I keep failing identity verification because I provided an incorrect email address, an incorrect birthdate, or incorrect last 4 digits of my SSN when I registered for an account, what should I do?
You will need to email us at firstname.lastname@example.org a copy of your SSN card (with all but the last 4 digits covered), or in the case of an incorrect birthdate, send us an official government document such as (driver's license, passport, birth certificate, etc.). Once we receive that documentation, we can correct the error in your profile and unlock your account. If you provided an incorrect email address please contact us and let us know so we can get that changed. You can also fax the documentation to us, our fax number is (877) 419-2702.
How long does the course take?
All debtor education courses are required by the U.S. Trustee's Office to last a minimum of 120 minutes (2 hours). Our course is timed, and you must spend a minimum of 120 minutes on the course materials before you are allowed to complete the course.
If I leave the course and come back to it later will my information be saved?
After you submit each page, the information you submit is saved. So if you fill out the budget halfway but do not submit the page, you will lose what you are working on. If you have to leave and cannot complete the course in one sitting, just make sure that you submit whichever page you are on before you log out, to ensure the information on the page you are currently on is saved.
Is it safe to enter my credit card information on your website?
Yes, our website is secure and our payments are processed securely and your credit card information is never stored on our servers. If you ever need to add an optional feature to your account, you will need to give us your credit card information again over the phone, as we do not keep your credit card information on file for security.
What times are your staff available if I have any questions?
Our staff are available to answer questions Monday – Friday 10am – 6pm Eastern Standard Time. Feel free to call us at 1-855-976-1700.
How fast will my certificate be made available after I complete the course?
During normal office hours, staff process certificates almost instantaneously after course completion. Processing your certificate requires our staff generate it on a government certificate generation system, so if that system is unavailable for any reason, generation of your certificate may be delayed. Outages of that system are relatively rare, but they do occur. We also process certificates on a rolling basis 24/7 after hours and on weekends, as we know you have deadlines in your case. We do ask our clients to wait 48 hours before contacting us to inquire on the status of their certificate (so we are not overloaded with status inquiries), but it is rare that you would ever need to wait that long unless there are extenuating circumstances. We have the fastest certificate generation times in the industry.
Why was my Credit Card information not accepted?
First, make sure you are entering all of your credit card information properly. If it still does not go through, you may want to contact your bank or financial institution to ensure the card is active and has sufficient funds. Another option is to buy a pre-paid credit card from any convenience store and then use that to take the course. If you still have trouble, feel free to call us at 1-855-976-1700 and our staff can try to take your credit card manually over the phone.
How do I sign up for the course if I do not have an email address?
It is highly recommended that you sign up with a valid email address. If you do not use a valid email, you will not receive emails related to our course such as instructions, reminders to complete the course, and fee waiver information (if you qualify). You can get a free e-mail address from Gmail. If you insist on signing up without a valid email, you can sign up with your name, and then add @noemail.com at the end. So if your name is John Smith, you could create an account with the email email@example.com. So long as you remember that email for purposes of logging in and also verification at the end of the course. However, we highly recommend you use a valid email if at all possible.
I am looking for a certificate for one of my clients or I would like to see if they finished the course, how can I receive that information?
Go to the Certificate Search page (If you go to our main website, the "Certificate Search" option is on the black navigation bar). Enter the District, Last Name of your client, and the Last 4 digits of your client's SSN. If your client has completed the course, it will allow you to download the certificate directly from this page. If you do not receive a result, it means that client has not signed up and is not in our database as of yet. As always, you can always email us at firstname.lastname@example.org or call us at 1-855-976-1700 and our staff can assist you in retrieving a certificate.
Can you change the date or time on the certificate?
No. We certify to the court the actual date and time the course is completed, so this is not permissible.
Can I register accounts for my clients?
Attorneys (or other individuals) are not permitted to register accounts on behalf of their clients. Permitting attorney registration runs afoul of 28 CFR 58.20(h)(2). It is important that the client does the registration so they can agree to the mandatory disclosures and/or the terms and conditions of the course, as well as to ensure the person going through the entire process is the individual debtor and not an Attorney.
Can I take the course for my clients?
Attorneys (or other individuals) may not take the course for debtors. Each debtor needs to take their own course. One spouse cannot take the course on behalf of both spouses.
I know my client just completed the course, but I did not receive the certificate by email, why is that?
First thing to do is to make sure the email is not in your spam folder, and it can also help if you add email@example.com to your email program's address book or whitelist. Doing so will ensure our emails to you are never marked as spam. Clients routinely enter an incorrect email or other contact information for their attorney. Unlike many other providers, if your client does provide an incorrect email for your office and that email bounces back to us, we will notify the client that the email was incorrect and also do our best to manually correct the email so that you receive it as soon as possible. You can also access our Certificate Search feature at any time, 24/7, to retrieve any missing certificate.
I am having trouble logging into my Attorney Login account.
First thing to check is to make sure you are logging in as an Attorney. To sign in to your account as an Attorney, make sure you are going to https://beadviser.com/partner. If you are on the Attorney sign in page but still having trouble, you are entering either your email address or password incorrectly. If you forgot your password, you can reset it by clicking on the "Reset password" link and entering the email address associated with your account. That will send the password reset instructions to your email. (Check your spam folder if you do not receive an email after a few minutes to make sure the email was not sorted as spam). If you still have trouble, feel free to email us at firstname.lastname@example.org or call us at 1-855-976-1700 and our staff can assist you in getting back into your account.
Can you file the certificate of completion of debtor education with the bankruptcy court?
Yes. This is a free service we provide to our attorneys. It is completely optional, so if you prefer to file your own certificates you can continue to do so. Full program details are sent in emails containing client certificates. Feel free to contact us at email@example.com or call us at 1-855-976-1700 for more details.
How do I request a refill of advertising?
Visit our refill page and fill in your office information. We will send you a refill of advertising via Priority Mail immediately. If you have an attorney login account, you can click the Refill link from your dashboard, and it will allow you to click a button which will automatically send your request for a refill, using the address attached to your attorney login account (so you do not have to type out your address each time if it has not changed). If your address has changed, you will want to edit your office information within your attorney login account before requesting the refill.