Frequently Asked Questions

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Frequenty Asked

Before reporting an issue, visit our FAQ’s by topic below to see if your question has already been answered. If you cannot find the answer to your question, please fill out an online help ticket.

If you would like to speak with an IOS representative, please call us at (708) 410-0200.

General Topics

I purchased an item but looking at my bank statement, I was charged twice.
If you look closely at your bank statement, on the date you purchased an item from our website, it will either show “Pending” or “Authorization Request.” That’s because we did not actually capture the money from your account yet. You will also see on another date in your statement where we actually capture the money from your account. So you’re actually just charged once.
When I click on the link for my downloadable content, nothing happens.
Nothing happens when I click on my downloadable content and no error message comes up either.

Please make sure that pop-up blockers are disable for our website. If pop-up blockers are active, you will be unable to access your purchased online content.

How to disable pop-up blocker

In IE click either Allow Once. To setup their browser to allow popups for our website, refer to instruction below.

  1. Open the browser and click on the gear icon on the upper right hand corner and go to Internet options.
  2. Click the Privacy tab and click on Setting under Pop-up Blocker.
  3. Enter under Address of website to allow.
  4. Click Add.
  5. Click Close.
  6. Click OK.
  7. Close the browser.

In Edge click either Allow Once or Always Allow. You can also setup the browser to allow popups, refer to instruction below.

  1. Click on the 3 dots from the upper right hand corner of Edge to customize settings.
  2. Click Settings.
  3. Click view advanced settings under Advanced settings.
  4. Make sure Block pop-ups is off.
  5. Close the browser.

To setup Chrome to allow popups for our website, do the following:

  1. Click on the 3 dots from the upper right hand corner of Chrome to “Customize and control Google Chrome”.
  2. Click Settings.
  3. Scroll to the bottom and click Advanced.
  4. Click on “Content settings”.
  5. Click Popups.
  6. Under Allow, click Add.
  7. Enter
  8. Click Add.
  9. Close the browser.



How do I access and use the item I just purchased.

Log in to your account and click on My Account. Click on the link, “Click here to update your products.” Click the item to open it. For online job applications, if the link is not clickable, it’s because either you already have completed it or the job has already expired.

For the online preparation guide, if the link is not on your Product List, then the item has already expired. The expiration date is 365 days from date of purchase.

What are the system requirements to view the online preparation guide, take the online practice test or watch a preparation video?
We support the following Operating Systems: Windows and Mac. Supported browsers are Microsoft Internet Explorer, Google Chrome, Safari and Mozilla Firefox.

Our online preparation guide is compatible with a PC, Mac, Ipad and Ipad Mini, but not compatible with Android Smartphones or Iphones.

For preparation videos, it is only compatible with a PC. Microsoft Silverlight is required and a link to download it is provided when you purchase a video item.

Before you purchase an online preparation guide, click here to view a sample of this type of file format.  We recommend that you print the sample file, to make sure your printer is capable of printing this type of file format. If you cannot view or print the sample file, please contact us through our Customer Support so we can provide assistance.

I purchased an item but did not realize the quantity was more than one. I have reported the problem to you and the correction was made, but my bank statement is showing I was charged more than once.
If we have made the corrections already, then the amount will not reflect on your bank statement until the sales order is actually billed and the money is captured.

If this is the case, your statement  will show the transaction Pending Authorization and Holds, which means the charge on your account has only been authorized, and not billed yet.

Once your account is billed, the correct amount will be reflected on your statement.

While finalizing my order, an error has occurred and an ID appeared. There were instructions that explained that I should email the ID, but there were no further instructions.
Before contacting us for support, kindly log in to your account and click on My Account. Under your online purchased products, check if the item(s) you just purchased is there. If it’s there, then there is no need to contact us. Just click the item to access it. Otherwise, if you can’t find the item(s), please send us an email through the Customer Support tab.

Below is an example of the error message, but the ID maybe different:

An error has occurred. Please contact and provide them with the following ID: 6e4ce33a-d176-4f1c-86ea-50fd13a5d4d0

I cannot access the online preparation guide or practice test anymore.
Access to the online preparation guide or practice test is only good for 90 days from date of purchase. The item will no longer be accessible once it expires. The online preparation guide is meant to be printed, while the practice test needs to be completed and can be taken more than once before its expiration date. The actual expiration date is displayed per item on your Products List.
I don't see the item(s) I purchased.
Log in to your account and click on My Account. Click on the link, “Click here to update your products.” Click the item to open it. Online preparation guides and practice tests expire after 90 days from date of purchase and will no longer show up in your Products List. The actual expiration date per item is on your Products List.
The website does not indicate where to access the item(s) I just purchased.
On the Checkout Page, you need to click on a link with a message, “IMPORTANT. Click here to finalize your order!” to finalize the order. You will be redirected to a listing of the online item(s) you purchased and from there you click on the item to access it. If you did not click on the link, “Finalize Order,” log in to your account, go to “My Account” on the upper right hand corner to go to your Products Purchased Page. Click the link, “Click here to update your products” to update your online purchased items. Online items that expired are no longer accessible or shown in your Products List. The expiration date is 90 days from date of purchase.
Is it possible that I can buy an online preparation guide, a practice test, or a job application/subscription for someone else using my account ?
The online preparation guide or practice test can only be accessed through your account, using your email account and password from our website.

These online items cannot be transferred to someone else. You can create an account for someone though, using their email account and use your credit card to purchase an item. Just provide them the password you created so they can login to the site and access the item you purchased for them.

For a job application or job subscription, it is required that the specific user must create their own account. Having someone else submit a job application using your account will create problems with the application or subscription.

How long does it take to get a refund of my money?
Refunds are available ONLY for hard copy materials and must be made within 10 business days of the original order. Please refer to the Website Store Policies under Customer Support for more information about Return Policies.

Refunds usually take seven business days. Please check your bank statement to make sure you received the refund. If it is not in your bank statement, please call us so we can provide assistance.

Preparation Guide

I can open or print an online preparation guide from home, but I can't do it from my work place.
Some work places have very tight security with regards to their network and this may prevent opening or printing the online document. This is something beyond our control, but we suggest that you open and print the document from your home, a friend’s computer or a public library. To check if your computer is capable of opening or printing our online preparation guide, click here and print the document.
I am unable to save the online preparation guide.
The online preparation guide cannot be saved or downloaded since it is copyright protected. The online preparation guide is meant to be printed before the item expires, which is 90 days from date of purchase. The actual expiration date for the item is on your Product List.
How to exchange a hard copy version of a preparation guide to an online version of a preparation guide?
The online preparation guide cannot be sent via email due to copyright protection. You can either buy and print the online copy or we can ship a hard copy of the preparation guide. The online preparation guide is meant to be printed before the item expires from your account, which is 90 days from date of purchase.
The online preparation guide I purchased online is not working properly. The contents on some of the pages are distorted.
Send us an email via the Customer Support and indicate what specific preparation guide you purchased so we can fix it. While we work on fixing the issue, you can try to use a computer to view the item instead of a smart device .
How to exchange a hard copy version of a preparation guide to an online version of a preparation guide?
We typically do not allow returns of a preparation guide however if the item is in perfect condition (meaning we can re-sell it), then the item can be returned to our office. We will issue a refund once we receive the item and inspect its condition. You can purchase the correct preparation guide at any time on our website. If we have not shipped the item yet, then we can cancel the previous order and you can purchase the online version, but you will have to send us a request to cancel the order.

Online Practice Test

After completing a practice test, can I go back and review the results?
Upon completion of most tests, there is an option to review the correct and incorrect answers.

Before you start the practice test or upon completion of a practice test, a link is provided to view your previous score results if you have one. By clicking on the red checkbox in the score, you will be able to review your answers. Once your practice test expires (which is 90 days from the purchase date), you will no longer be able to view your scores and answers.

There is no picture showing in the memorization section of the online practice test.
To set Internet Explorer to display pictures:

1. Open Internet Explorer, click the tools button, and then click Internet options.
2. On the Advanced Tab, under Multimedia, check the Show Pictures check box, and click OK.
3. Close your browser. Log back in to the website and resume the practice test.

How does the online practice test work?
Log in to the website and, assuming you have already purchased the practice test, go to My Accounts and click on the purchased practice test. In the event you did not complete the test, it will resume where you have left off.

Upon completion of most practice tests, there will be an option to review the correct and incorrect answers, retake a section of the test, or retake the whole test.

Please be aware that online preparation guides and practice tests expire 90 days after date of purchase. The expiration date is shown on your Products List.

How many times can the online practice test be taken?
The practice test can be taken more than once as long as it has not expired. The expiration date, which is 90 days from date of purchase, will show on your Products List.

Job Application / Job Board

I get an "Internal Server Error" when I confirm my job application.
Go back to the pages where you entered data, starting from the Profile Section and hit Save and Continue. If there is a required field that was not filled out, then the system will prompt you to complete the field. Confirm application after all pages have been submitted.

If the same error persists, send us an email for further assistance via Customer Support indicating the name of the job application and the error message .

I am unable to open the job application link after I purchased it on my Mac.
While holding the CONTROL key, click the link and select “Open Link in a New Tab” to open item in a new tab. Go to that new tab and access the item.
I don't meet all of the minimum requirements for an application.
It is solely your responsibility to ensure that you meet the minimum requirements of an application before choosing to purchase that particular application.

Minimum requirements for each department can be found by clicking on “Job Applications,” “Police or Fire Applications,” and then click on the particular job title for the department for which you are interested in applying.

Please be aware that you will not be refunded your job application fee if you apply and do not meet the minimum requirements listed.

I just bought the Firefighter and Police Job Listing Subscriptions and when I clicked on a city that I know has a job opening for Firefighters, it told me there were no job openings.
Please contact us and we will double check and correct it, if we did not include it in our Job Listing.
What is my application confirmation number? Do I need to include it with my application?
The application confirmation number is a six or more digit number that you will receive once your application is submitted and completed online. Your confirmation number is solely for your records so that you’re aware that your application has been completed. Your application will not be penalized if you do not include your confirmation number with your required documents/application.
Will I be refunded for a job application?
Job application fees are non-refundable. You will not be issued a refund for your application should you be deemed ineligible to attend the exam, do not meet the minimum requirements for that department, do not have enough time to complete the application, are unable to make the scheduled exam date, or decide you no longer want to test with that department.

Call 888.784.1290 or fill out the form below to speak with a representative.

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Industrial Organizational Solutions Frequently Asked Questions
Visit our Frequently Asked Questions page to answer some of the most commonly asked questions of Industrial Organizational Solutions.