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Mon-Fri Support 855-586-9053
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Home Troubleshoot

Most common questions (Troubleshoot)

These are some frequently encountered problems, if you need customer support click here.

    • I can't find my course/exam...

      First, make sure you are logged in and click on 'My Courses' or 'My Exams'. Under 'Active' you should be able to find your course(s). If you are still unable to find your courses, then there may have been a glitch in the system and we may need to fix the issue for you. In this case you can call us during normal business hours or send us an email at support@cemassage.com.

    • I cannot login to my account...
      For the main website - Click 'Forgot Password' and enter in your information. If you do not receive an email or are unsure of your user name or email, give us a call. Once you receive the email, you will then be able to login.

      For appointment software -  go to your microsite. It is yourname.cemassage.com/backend. Click 'Forgot Password'. Enter in your information and check your email. Copy the new password, login and then you can change your password to whatever you would like.
    • I failed an exam, now what?

      Our tests are PASS/FAIL. If you fail an exam, you will have one more opportunity to complete the test again free of charge. You will need to contact us by Phone or email so we may reset your exam during regular business hours. We will reset it the next business day. If you fail after this attempt, you will need to re-purchase the exam again. If you read and study the material, you should have no problem passing.  (See section 40. Located in the Continuing Education Membership Agreement for full details)

    • I cannot take my exam(s) before the one year expiration.This is no problem at all. Simple give us a call at 1-855-586-9053 during normal business hours. You can purchase a 6 month extension for the exam, or you can do so within your CEMassage account under 'Extend Expiration'.
    • I am unable to edit my first or last name
      You will need to contact us with documented proof of the name change or error in the name. Documented Proof can include: Driver's License, Identification Card, Passport, and Marriage License.
    • Accessing Saved Exams
      Go to the 'My Exams' section. Next to the exam name you will see the Access Exam button. Click it and begin. If you know which page or question number you last entered, simply input that at the top of the exam where it says 'Go to Question Number..."
    • Refunds
      At this time we do not offer full or partial refunds on any course, product or appointment software sale. See website Terms and Conditions at www.cemassage.com/home/terms.
    • What information appears on certificates?
      Of course all of our information, course title, date of completion, number of hours is on each certificate. Your first and last name, address and license number(s) are on your certificates as well.