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PAYO's PayTrain Support Center

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Thanks for getting in touch!

Can't find what you're looking for, need immediate assistance or have a question/comment? You've come to the right place.

We'd like to gather a few details in order to better assist you.

So, what can we help you with today?*

Question about my order

I am interested in purchasing the Learning System

Question about my purchased learning system

Question about the certification

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Password reset

Technical issues (accessing the online study tools, troubleshooting, etc.)

Online extensions & upgrades (request an extension for your online product access or an upgrade to the latest product version)

Program Materials (program features, printed materials, error reporting, etc.)

How can we help?*

How do I register for the FPC/CPP exam?

I'm having problems scheduling my exam.

What learning materials cover the current certification exam?

All certification prep starts with PayTrain. Three learning options allow you to pick a training option that help you find the right study method for your schedule and learning style. Choose from Self-Study, Guided-Study or Instructor-Led courses. Save money with PAYO member and colleague discounts and volume discounts for purchases of three or more programs.

Not sure which PAYO Certification or PayTrain course option is right for you? Answer a few questions, and we'll give you a recommendation..

You can schedule your FPC/CPP exam on PearsonVUE's website at https://home.pearsonvue.com/payo/. If you are having issues with this process, please contact PAYO at [email protected] or 210-226-4600.

You can find complete details on PAYO's Certification page at https://www.payroll.org/education-certification/certification/overview. If you don't find the answer you're looking for, please contact PAYO at [email protected] or 210-226-4600.

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Shipping

Ordering

Select an option that best describes your login issue.*

Select an option that best describes your question about the online extensions and upgrades.*

Select an option that best describes your question about the program materials.*

Select an option that best describes your technical issue.*

Select an option below that best describes your password reset issue.*

Select an option below that best describes your shipping question.*

Select an option below that best describes your order issue.*

As a PayTrain Fundamentals or PayTrain customer, you have an exclusive opportunity to purchase the latest version at a substantial discount. Here are the details:

Save up to 55% for PayTrain Fundamentals and up to 60% for PayTrain off the regular price
Earn 12-20 RCHs when scoring 80% or better on the post-test
Qualify for a discount on the latest version of PayTrain Fundamentals or PayTrain program

For more information, please call 800-444-5015 (toll-free ) or +1-651-905-2613.

PayTrain access to the online study tools is valid through September 14, 2024. Additional information about online extensions coming soon.

Thank you for taking this opportunity to help us improve PayTrain. If you have an idea for how we can enhance the program or if you would like to report a possible error, please share your feedback here. If your feedback pertains to product content, please include:

the page number and/or section/topic for reading materials
the question reference number for quiz/test questions (located in upper righthand corner of screen, i.e. Item: 3-036)
a screenshot of your issue
the browser you were in and if possible, the url
clear explanation of the issue

Your feedback will be considered for the next product update. This is not a forum for content guidance or help.

You will not receive a response to your submitted comment unless the subject matter expert team feels they need additional information.

Thank you!

Great question!
PayTrain reading materials include 12 modules allowing you to highlight and take notes as you study as well as be able to keep as reference guides for years to come. Adding printed books to your program is optional. The content in the books is available as part of your online study tools.

Great question!
Thousands of online test questions are available. New questions are added with each release and our question bank is constantly evolving. All questions were written specifically for FPC/CPP exam preparation.

Already have a PayTrain program, but want to add printed books? Simply log into your online access and click the "GET THE BOOKS NOW" button on your Welcome page to complete your purchase.

Sorry to hear that, but we're here to help!
We've created a helpful resource for online access issues.
Click here to troubleshoot.

Sorry to hear that, but we're here to help!
If you're having trouble logging in, please remember that your login name and password are case sensitive. Other common issues are:

Using an outdated browser. Please ensure you're using one of these: Microsoft Edge (Version 83 and above), Firefox-latest version, Chrome-latest version, Safari-latest version, Safari Mobile (iOS devices), Android Devices (Chrome);
Cache: Clear your web browser's cache. For additional help, click here

Please see these FAQ's to further troubleshoot your issue.

To reset your password, visit here.

Sorry to hear that, but we're here to help!
Here are 2 solutions to try:

For optimal performance ensure you're using a supported web browser (Microsoft Edge (Version 86 and above), Firefox-latest version (83 or higher), Chrome-latest version (87 or higher), Safari-latest version (13 or higher), Safari Mobile (iOS devices), Android Devices (Chrome)).
Try copying your link and pasting it into a new window.

Sorry to hear that, but we're here to help!
Your invitation email may have been caught in your spam or junk folder. Look for an email from "PayTrain Distribution Center". If your order was submitted by another individual on your behalf, please as that individual to check their spam or junk folder.

Sorry to hear that, but we're here to help!
We advise that you use either Chrome or Firefox as your browser. You may need to upgrade your browser to a newer version.
Visit here for instructions.

Sorry to hear that, but we're here to help!
Please check your spam/junk email folders. The email would have come from PayTrain Distribution Center and the subject line would read, "Your APA Educational Product Password Reset".

Sorry to hear that, but we're here to help!
Visit here for instructions.

Thank you again for purchasing PayTrain!
If you chose to add printed books to your order, you should have received an email with your tracking number within 1-2 business days of placing your order. If you placed your order on a weekend, please allow additional time.

If it is past the estimated timeframe listed and you have not been notified of a delay by the carrier, select "Next" to provide us with more details.

Thank you again for purchasing PayTrain!
If you reside in the U.S., your printed books should arrive within 3-4 business days after you place your order. International orders should arrive within 5-10 business days. If you haven't received an email within this time period, be sure to check your spam/junk email folders.

If it is past the estimated timeframe listed and you have not been notified of a delay by the carrier, select "Next" to provide us with more details and indicate you need additional help.

Sorry to hear that, but we're here to help!
You should have received a tracking notification with your tracking number, your shipping address and a link to track your package. Please check your spam/junk email folder if you did not receive your tracking email. If you reside in the U.S., your printed books should arrive within 3-4 business days after you place your order. International orders should arrive within 5-10 business days.

If it is past the estimated timeframe listed and you have not been notified of a delay by the carrier, select "Next" to provide us with more details and indicate you need additional help.

Change your delivery address with UPS

Already shipped? You can update the address for an eligible package in transit directly on UPS.com in three quick steps.

Locate tracking
Go to UPS.com tracking and track your package, then click Change My Delivery.
Sign in as a guest
Select Continue as a Guest. UPS will send a one-time passcode to the email associated with the shipment.
Update the delivery address
Select the one address item you need to correct (for example, the street or postal code) and confirm. Apartment, suite, or unit can always be updated.

Important UPS allows one address item to be corrected per update. Changing the entire address may add fees, and all changes are subject to UPS eligibility rules and shipper restrictions.

No tracking number yet? Your order may not have shipped, and our Customer Care team may be able to update the address for you. Time is limited, so click Next right away. Same goes if you're still stuck after trying UPS.

Sorry to hear that, but we're here to help!

Select the product you would like to order here and "Add to Cart."
Locate the Shopping Cart icon in the top right corner and hover or click on the icon then select "View and Edit Cart."
On the right side of the screen, click on the arrow next to "Apply Discount Code" so a box appears.
Enter your discount code in the box and click "Apply Discount." Your savings will appear above.
Proceed to Checkout.

Sorry to hear that, but we're here to help!

The two most common issues we see with discount codes are:

the code has expired
the code was not entered in the correct box.

If your code has not expired, follow these instructions to ensure it's entered correctly:

Select the product you would like to order here and "Add to Cart."
Locate the Shopping Cart icon in the top right corner and hover or click on the icon then select "View and Edit Cart."
On the right side of the screen, click on the arrow next to "Apply Discount Code" so a box appears.
Enter your discount code in the box and click "Apply Discount." Your savings will appear above.
Proceed to Checkout.

We're sorry the order process hasn’t been easy for you.

Please note: If you are using Internet Explorer, please switch to an alternate browser (Google Chrome, Firefox, Safari, Microsoft Edge, etc.).

If you're contacting us between the hours of 8:00 AM – 5:00 PM Central Time, Monday – Friday, we'd be happy to take your order by phone. Please call us now at 1-800-444-5015 (USA/Canada) or 1-651-905-2613 (outside North America).

If it is currently outside of these business hours, we'll need to collect more information from you to assist you with the issue. Click "Next" to continue.

We're sorry the order process hasn’t been easy for you.

If you received a 150005 Processor Declined code, this means the transaction was declined by the bank that issued your credit card. Please contact your credit card customer service department to resolve the issue.

If you didn't receive this code, we can help. First, we'll need to collect more information from you. Click "Next" to continue.

We can help with that!

If you qualify for a U.S. tax exemption, we need to collect your contact information and will ask you to upload two forms:

Completed PayTrain Fundamentals or PayTrain order form
Tax exemption certificate

Click "Next" to continue.

We apologize for the delay. The IIA's Certification Department is currently processing a high volume of applications. Please open a case via the Candidate Certification Management System (CCMS) by following these steps:

• Log into your CCMS profile
• Open a new case.

The IIA's Certification Department will work to resolve the issue as quickly as possible and will contact you with additional questions and/or information.

We're sorry you've encountered this issue.

We'll need to collect more information to assist you with the issue. Click "Next" to continue.

We can help with that!

We'll need to collect more information from you to assist you with the issue. Click "Next" to continue.

We're sorry the login process isn’t working for you.

We'll need to collect more information to assist you with the issue. Click "Next" to continue.

Let's see how we can help.

To start, we've compiled a number of helpful resources about the study tools and pricing information.

Select a link below to learn more.

Why PayTrain?
Learning options available
Which PAYO Certification or PayTrain course option is right for me?
Pricing Information

I have....*

found an error in the reading materials or quiz/test items

feedback on the program features, functionality or a general comment

PAYO Learning System Product:*

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There is only a limited time frame in which we can change your shipping address after you place your order, so if you are contacting us between the hours of 8:00 AM – 5:00 PM Central Time, Monday – Friday, please call +1-800-444-5015 (US, toll-free) or +1-651-905-2613 (outside North America). If it is currently outside of these business hours, please complete the form below.

First, may we have your name?*

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Email address:*

Primary address for support follow-up.

Enter Email Confirm Email

Please enter the discount code you are trying to apply to your order:*

Please select the country your Learning System was shipped to:

Learning system email address:*

Enter the address associated with your product license. If you’re unsure, provide the one you think you used. We'll send our reply to this address.

New email address you'd like to use:*

Please allow 1-2 business days for the change be added to your account.

Browser:*

Not sure what browser you're using? Hover over me.

In the browser's toolbar, click on "Help" or the Settings icon. Click the menu option that begins "About" and you'll see what type and version of browser you are using.

Product version (or year you purchased your Learning System):

Order number:*

If you're not sure, enter "unknown".

Please upload a screenshot or video that might illustrate your issue better.

Accepted file types: jpg, gif, png, jpeg, pdf, doc, docx, mov, api, mp4, Max. file size: 10 MB.

Please upload your completed order form and tax exemption certificate.*

Drop files here or

Accepted file types: jpg, gif, png, jpeg, pdf, doc, docx, mov, api, mp4, Max. file size: 20 MB.

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Do you have additional PayTrain questions you were not able to address?

We’re here to help! Use the support form above to find answers or submit a request for assistance.

Do you have additional exam or membership questions you were not able to address?

The PAYO Customer Support team is available to answer your questions.

Phone: 210-224-6406, or

Visit the Contact Us page and complete the form.