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Question: What should I do if I've forgotten my user name or password to log in?
Answer: You can ask that your password be sent to you. In the left navigation area of the Sage U Website, click Logon or Customer Logon. Then, click the link that says "I don't know my username/password." You'll need to supply your first name, last name, and the e-mail address associated with your profile. When you click Continue, your user name and password will be sent to the e-mail address you entered.

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Question: I get the message "Replacement content" whenever I try to start an Anytime Learning course. What can I do?
Answer: Anytime Learning courses use Adobe Flash player version 8.0 or higher. Click this link to download the most recent version of Flashplayer, at no charge. Download Flashplayer

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Question: Why haven't I received any emails after registering for a class?
Answer: Important e-mail communications about your training will be sent to the e-mail address you enter on your profile. Be sure your address is correct, and set security and spam filters on your computer and on your company's network e-mail server to allow *.*@sage.com messages to your inbox.

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Question: What is your cancellation policy?
Answer: Our cancellation policy is as follows:

Realtime Learning
Cancellations for Sage Timberline Office must be received in writing at least 15 business days prior to the class start date to receive a full refund (minus workbook fee).

If a cancellation is received less than 15 business days before the class start date, customers will receive a 50% refund. If a cancellation is received less than 11 days before the class start date, no refund will be issued and customers will have 90 days to reschedule their participation in a comparable Sage Timberline Office online training class. No refunds or reschedules are available for "no-shows."

Cancellations for Sage Master Builder must be received in writing at least 10 business days prior to the class start date to receive a full refund or purchase credit reimbursement.

If a cancellation is received less than 10 business days before the class start date, customers will receive a 50% refund. If a cancellation is received less than 7 days before the class start date, no refund will be issued and customers will have 90 days to reschedule their participation in a comparable Sage Master Builder online training class. No refunds, purchase credits, or reschedules are available for "no-shows."

Classroom
Cancellations for classroom training offered by Authorized Training Centers are specific to the hosting center. Please contact your business partner for cancellation policies related to classroom training.

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Question: I registered for a class that is included in our company's subscription. Why is it still charging me?.
Answer: Be sure to log in to your My University profile so Sage U will recognize your company's subscriptions and training packages. If you plan to use a specific discount code, be sure to enter it as the Promo Code during login. To log in, select Customer Logon or Logon on the left side of the Sage U Webpage. If your e-mail domain is not company-specific, such as @yahoo.com, you can enter your Sage Customer Number in the Promo Code field when you log on to enact your company's discounts and register for the $0 price.

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Question: How do I enter my promotional code for tuition discounts?
Answer: To use a promotion code go to My University and log on by entering your User Name, Password, and the Promo Code.

To use a promotion code from the Your Update for Construction and Real Estate! email newsletter or from other Sage sources, simply select My University and enter your User Name, Password, and Promo Code in the Customer Log On area. If you are already logged on, you must log on again to enter the Promo Code. Select Customer Logon on the left navigation area of the Web page and enter your User Name, Password, and Promo Code. The promotion code is applied during the checkout process.

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Question: What is the "ONLINE LICENSING AGREEMENT?"
Answer: When you purchase Realtime Learning (online training) from Sage Software University, you are purchasing ONE viewing license. This license includes one Internet connection and one phone line connection for teleconference. If multiple people are attending from one location, you will be required to pay full registration fees for each attendee. Please read the full disclaimer below for online training:

U.S. Copyright Law protects the program you are attending. Multiple participants at one location are not authorized to share access provided to a single registrant. For each individual who attends, a single dedicated seat license must be purchased, or a group rate must have been previously negotiated with Sage Software, Inc. Sage reserves the right, at its discretion, to cancel or interrupt access to a Web-based training course without notice, or to invoice and collect the group rate payment for the course from the single registrant if this requirement has been violated.

Please adhere to this license agreement. If it is determined you have multiple people attending a session, you will be contacted immediately for payment for each person attending. You can contact the Learning Services Department with any questions regarding this policy.

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Question: How do I register for a course?
Answer: To register for a Sage Software University training course, select the Courses and Registration tab. Choose the search method you want to use to find a course: by product, by learning type, by subscription, or by schedule. Or, you can search the course catalog or use the Advanced Search feature. Find your course and select the Register Now button to the right of the course details. Proceed to Checkout. When you check out, you will receive an e-mail from Sage Learning Services confirming your registration. Detailed instructions are documented in the Customer Orientation Guide located under Quicklinks in the Upper right corner of this Sage U Website. If you need assistance with your registration, please e-mail Learning Services at, training.timberline@sage.com or training.masterbuilder@sage.com or call us at 800-330-7163. If you have questions about training options or which classes to take, contact our Construction Real Estate  Training Information Team at TrainingInfo.CRE@sage.com or call 877-724-3285.

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Question: I am registered for an online session. How do I join?
Answer: Logon to My University. A Join Realtime Learning link is available 30 minutes before your session begins. Once connected to the online session, a pop up box will display with the teleconference information. Dial into the teleconference number for the audio portion of the session. The teleconference number is also located in your session confirmation e-mail. Detailed instructions are documented in the Customer Orientation Guide located under Quicklinks in the Upper right corner of this Sage U Website. You can also view a short recording that provides important information about Realtime Learning courses, including instructions for how to join each session. Find this helpful orientation by selecting Getting Ready for Realtime Learning under Quicklinks on the upper right corner of this Sage U Website.

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Question: How do I prepare for a Realtime Learning session?
Answer: You can find set up information for Realtime Learning sessions in the Realtime Learning Guide. Specific questions relating to product license keys, installation, and IDs are also included. This helpful information can be found by selecting Getting Ready for Realtime Learning under Quicklinks on the upper right corner of the Sage U Website.

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Question: When I click Join Realtime session, I get an invalid input or system error message.
What do I do?
Answer: You must delete cookies and temporary internet files through Internet Explorer. To do this:

In Internet Explorer 7 - Select Tools > Internet Options. On the General tab, click Delete. Select Cookies and Temporary Internet Files then click OK . When this process is finished, click OK. Close all Internet Explorer windows, and then re-open Internet Explorer and log on to Sage U.

In Internet Explorer 6 - Select Tools > Internet Options. On the General tab, click Delete Cookies, and then click OK. Next, click Delete Files, and then click OK. When this process is finished, click OK. Close all Internet Explorer windows, and then re-open Internet Explorer and log on to Sage U.

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Question: I can't find my Anytime Learning link. I viewed it once but now it is gone. What do I do?
Answer: On your My University page, once you view an Anytime Learning session on the Upcoming Courses tab for the first time, the Anytime Learning link will then appear on the Viewed Courses tab the next time you try to access your Anytime Learning.

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Question: I'm having difficulty accessing Anytime Learning recordings or Realtime Learning sessions with Firefox or Netscape. What can I do?
Answer: We recommend that you access Anytime Learning and Realtime Learning using Internet Explorer. We do not recommend using other browsers for these sessions.

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Question: I currently own a Discovery and/or Empowerment training package for Sage Master Builder. How do I access that training from Sage U?
Answer: Log on to Sage U, and select Courses and Registration. Use the Find a Course by Subscription option (in the left navigation area) and select the Already a Discovery or Empowerment Subscriber?link. Follow the instructions to add the courses you want to attend to your University profile. You should not be charged for the courses during Checkout, and you will receive email communications with instructions about how to inform other employees about these training courses. If you encounter a problem with payment or if you have questions, contact our Training Coordinator at 1-800-330-7163 or via email at training.masterbuilder@sage.com.

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Question: I am not able to unregister for a class that I'm signed up for like I used to be able to do. How should I unregister on Sage U?
Answer: Our new training delivery platform, Sage U, is configured differently from our previous training site and requires customers to notify Sage when they want to change their registration status. This ensures we have adequate notification about cancellations, and will help us manage no-shows that prevent other students from being able to participate in training. To unregister for a class on Sage U, contact us at: training.masterbuilder@sage.com or via phone at 800.330.7163. We will be glad to assist you in unregistering for your scheduled classes. We encourage you to review the "full details" on each course description prior to registration. Remember to notify us if you decide not to participate in the class as your cancellation may open a registration seat for someone else.

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Question: Are Sage Master Builder online training classes ever canceled?
Answer: We do require a minimum number of 5 students to conduct a scheduled Realtime Learning class for Sage Master Builder. However, we do check the previous class attendance first to see when the class was last held. If a low-attended class was canceled the previous time it was scheduled, we make every effort to hold the class even when the number of attendees is lower than 5. We believe strongly that customers need to be able to count on Realtime Learning as a reliable training resource, so we consider that objective before deciding to cancel classes.

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Question: I am not able to access training class materials prior to registration. How will I know if this is the right class for me?
Answer: Course descriptions have been updated for all Sage Master Builder training classes to help students determine applicability to their needs. These descriptions include "full details", a link on the course description that includes learning objectives as a high level outline of course content. On our previous Sage Master Builder Online Training Center, students were able to register for classes, download the materials and then either "unregister" or simply not show up for the class. However, this was not the way registration was intended to work and it resulted in high no-show rates for Sage Master Builder training. Training materials are designed to be used with the training class not as standalone documents.

Links to course materials are sent to registered students 6 days, 1 day, and 2 hours prior to the live class. The best way to know if the class is right for you is to review the "full details" on the course description. If you need additional information, we encourage you to email us at training.masterbuilder@sage.com or call us at (800) 330-7163 to get more details. Please review the "full details" prior to registration and be sure to notify us if you decide not to participate in the class.

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Question: I heard that Sage is no longer selling Discovery or Empowerment training packages for Sage Master Builder. What's up with that?
Answer: Effective October 1st 2008, the Sage Master Builder Discovery and Empowerment Training packages will no longer be available for purchase. Customers that are looking for new customer training to get set up and running or to train new-hires should consider our Essentials training package or our New Customer Training Anytime Learning subscription. The Essentials training package is included with TotalCare (effective October 1, 2008) so TotalCare customers are already covered. Customers that do not own Empowerment and are interested in more in-depth training or training for add-on modules should consider our Customer Choice voucher training package for Realtime Learning (live) courses.

Sage will continue to honor the Discovery and Empowerment Training packages through September 30, 2009 based on each subscribing customer's expiration date. If you have questions about training packages - old or new - contact our Training Information Team. Link to traininginfo.cre@sage.com or via phone at 1-877-724-3285.

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Question: What training, if any, is included with my service plan?
Answer: Effective October 1, 2008, the Essentials Training package is included with the Sage Master Builder TotalCare service plan. Prior to October 1, 2008, the Discovery Training package is included with the TotalCare service plan for Sage Master Builder customers.