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Help, or FAQ Frequently Asked Questions and Answers

Registration Questions

Questions Regarding Our Service

Course Questions

Completion Questions

Attorney Questions


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 e-mail address or password incorrectly. Go to our Sign In page. From this page, click on "Reset password" and enter the e-mail address you used to register an account with us. It will send instructions on how to reset your password to your e-mail. If you enter your e-mail and click "Reset password" but receive a warning "not found", that means your e-mail is not in our system. That can happen if you accidentally signed up with the wrong e-mail, such as entering a typo in your e-mail address when you registered. If you still have trouble after following the above instructions, give us a call at 1-855-980-6690, and our staff can look up your account, change your e-mail, and/or reset your password if need be.

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How do I receive a copy of my certificate?

There are three ways to download a copy of your certificate.

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My attorney did not receive a copy of my certificate, what do I do?

Login your account. Verify that the e-mail address you entered for your attorney was correct. We guarantee that e-mails are always sent out to the attorney on our end, but we cannot guarantee that the attorney has received it, as e-mails can often be marked as spam or accidentally deleted. If the e-mail was correct, you may want to follow up with your attorney and ensure that the e-mail did not end up in their spam folder by mistake. If the e-mail is incorrect, feel free to contact us at support@ccadvising.com or call us at 1-855-980-6690 and ask us to correct and resend the e-mail. 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.

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What do I do if I do not know my Court District?

We always recommend verifying your court district with your attorney. If you are not sure and your attorney is unavailable, make your best guess. Our system will try to match the correct district based on the address you have entered. We can always fix it at any time (preferably contact us at support@ccadvising.com or call us at 1-855-980-6690 before you complete the course and the certificate has been issued).

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What do I do if the name or district on my certificate is incorrect?

E-mail us at support@ccadvising.com or call us at 1-855-980-6690. 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.

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Is your credit counseling agency approved in my state?

Yes. CC Advising, Inc. 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).

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How do I take the 2nd required Debtor Education Course?

CC Advising, Inc. does not provide the 2nd Bankruptcy Course. The second course must be taken AFTER your bankruptcy is filed and is provided by a separate company. Some providers our clients frequently use are listed here.

CAUTION: DO NOT take the class until AFTER you receive your case number from your attorney. Always listen to your attorney, they may have a specific time they would prefer that you take the course.

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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, "Congratulations! You completed the Credit Counseling Session." It means the course has been completed successfully. If you log back into your account and see a highlighted box that says "Your Counseling Session is not over yet!" it means you still have sections of the course to complete.

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I am having trouble connecting with a counselor for the final chat.

First, please make sure you have an updated internet browser. Outdated browsers may have trouble loading the chat page in real-time. We highly recommend an updated version of Chrome or Firefox. If you are unable to upgrade or do not want to upgrade your browser, we recommend refreshing continually. This will force your outdated browser to refresh the messages in the chat, so that you can see the latest responses. To refresh the browser, hit the F5 key (at the top of the keyboard). This will refresh the page. With an outdated browser, you may need to continually hit the F5 key to see new responses and to complete the chat successfully.

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I am having trouble submitting the budget page.

The budget page (and all other pages of our web site) require 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.

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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. If you cannot both be together at the same time, you should both create separate single accounts and take the course separately.

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I forgot to add my spouse to the account, how can I add him or her?

The easiest way to do it is to have your spouse complete their own single account separately. If you prefer to have them added to your pre-existing account so that you can get it done together (which will take less time than completing separately), you can both call us at 1-855-980-6690 and our staff will manually add your spouse to the account and manually process the payment for your spouse. You will be required to complete the course separately if you have already started the course without your spouse.

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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.

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What do we do if we need to take the course separately?

To take the course separately, each of you should sign up for a Single account. You will then be able to complete the course separately.

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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 counselors to activate, and also that they can contact you by e-mail 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 e-mail 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 e-mail.

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What do I do if my attorney is supposed to pay for the course?

Make sure that when you register for an account you enter your Attorney code that you were given, AND you must also select "My attorney will be paying" at registration. If you forgot to select "My attorney will be paying", it will prompt you to submit payment yourself. To avoid this, contact our staff at support@ccadvising.com or call us at 1-855-980-6690 and our staff can remove your account and you can re-register properly. The other option is to contact your attorney. Your attorney is able to log in to their account and submit payment manually for your account if they know how to do this. However, to avoid making extra work for your attorney, you may want to just contact us so we can remove your registration and you can re-register properly.

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I do not know my attorney code, how do I get it?

The attorney code is optional. If you do not have one, you do not need to enter it on the registration page. You will need to ask your attorney for the code if it was given to you and you forgot it.

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My certificate has expired, how can I get a new one?

Certificates are only valid for 180 days (about 6 months). If your certificate has expired, you are required by the U.S. Trustee’s Office to retake the session. This is because your financial situation can change drastically in 6 months, and so you may have additional options or alternatives the counselor can explore with you. We have created a feature to make this process very easy on you. All you need to do is log back in to your pre-existing account. There will be a giant warning at the top of the page that explains your certificate is expired. If you click the "Reset account" button, it will reset your account and you can start the course all over again from the beginning. You will want to review all of your profile information and edit the information if anything has changed or is incorrect.

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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), then 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).

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How do I remove the faxing, mailing, 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, or mailed, 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.

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I keep failing identity verification, what should I do?

You will need to e-mail us at support@ccadvising.com 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 e-mail 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: (517) 861-2042.

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How long does the course take?

All credit counseling courses are required by the U.S. Trustee’s Office to last between 60 and 90 minutes. Our course is not timed, and you go at your own pace, so completion times may vary.

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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.

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Is it safe to enter my credit card information on your website?

Yes, our web site 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.

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When are your counselors available to complete the chat?

Our counselors are available Monday – Friday 9am – Midnight Eastern Standard Time and Saturday and Sunday 10am – Midnight EST.

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Do you have a phone course?

Not currently, but we do have a mobile course which can be completed entirely on a smartphone with internet access. Our mobile course fee is $50 per person and may be taken by smartphone, tablet, or other internet enabled device. You can sign up by visiting our web site ccadvising.com on your smartphone and creating an account. You will go through most of the course on your smartphone, but then the final chat portion is done over the phone instead of an online chat.

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What languages do you offer the course in?

The online version of our course is offered in English, Spanish, and Russian. The mobile version of our course is available only in English. Phone support is only offered in English, so if you run into any problems, please try to e-mail us at support@ccadvising.com and we will try to assist you as best we can.

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How fast will my certificate be made available after I complete the course?

During normal office hours counselors process certificates almost instantaneously after course completion. As a practical matter, please allow 10 to 15 minutes for processing. 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.

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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 1-855-980-6690 and our staff can try to take your credit card manually over the phone.

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How do I sign up for the course if I do not have an e-mail address?

It is highly recommended that you sign up with a valid e-mail address. If you do not use a valid e-mail, you will not receive e-mails 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 e-mail, 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 e-mail johnsmith@noemail.com. So long as you remember that e-mail for purposes of logging in and also verification at the end of the course. However, we highly recommend you use a valid e-mail if at all possible.

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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?

If you have an Attorney Login account (recommended!) all of your clients can be managed from the Clients link in your dashboard, or you can search for individual certificates using the Certificate Search feature on your dashboard.

If you do not have an Attorney Login account, go to the Certificate Search page (If you go to our main web site, 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. It will also show you their course progress if they have not yet completed the course. If you see a completed circle icon but there is no certificate there, it means your client needs to complete the final chat portion with one of our counselors before their certificate can be issued. As always, you can always e-mail us at support@ccadvising.com or call us at 1-855-980-6690 and our staff can assist you in retrieving a certificate.

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My client’s certificate expired, 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. If a certificate has expired, the U.S. Trustee’s office requires the client to retake the course, as their financial situation may have changed in the interim.

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My client’s certificate expired, how can they get a new certificate?

We have created a feature to make this process very easy on your clients. All they need to do is log back into their pre-existing account. There will be a giant warning at the top of the page that explains your client’s certificate is expired. If they click the "Reset account" button, it will reset their account and they can start the course all over again from the beginning. Your client will want to review all of their profile information and edit the information if anything has changed or is incorrect.

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Can I set up an Attorney Billing system so that my firm is charged for my clients when they take the course?

Yes, this feature is available with attorney login. Sign up for a free account here, if you have not done so already, and then log in to access the attorney billing feature. If you need further guidance, e-mail us at support@ccadvising.com or call us at 1-855-980-6690 and our staff can assist you.

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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.

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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.

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How do I get an attorney code?

You can create an attorney code when you create your attorney login profile here. You get to pick your own attorney code when you register. Please create only one account per firm. After the account is created, you can even add multiple attorneys, each with their own attorney code.

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I know my client just completed the course, but I did not receive the certificate by e-mail, why is that?

First thing to do is to make sure the e-mail is not in your spam folder, and it can also help if you add support@ccadvising.com to your e-mail program’s address book or whitelist. Doing so will ensure our e-mails to you are never marked as spam. Clients routinely enter an incorrect e-mail or other contact information for their attorney. The best way to prevent this from happening is to create an Attorney Login account and to give your clients an attorney code. That attorney code will automatically bind your correct information from your attorney login account to their profile. However, if your client does provide an incorrect e-mail for your office and that e-mail bounces back to us, we will notify the client that the e-mail was incorrect and also do our best to manually correct the e-mail 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.

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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, go to our web site, scroll down, and click on the black "Attorney Login" button. You will notice on that page it says "Attorney sign in". That is how you know you are logging in on the right page. On the sign in page, if it says "Client sign in" you are trying to log in as a client, not as an attorney, and so it will reject your login credentials. If you are on the Attorney sign in page but still having trouble, you are entering either your e-mail address or password incorrectly. If you forgot your password, you can reset it by clicking on the "Reset password" link and entering the e-mail address associated with your account. That will send the password reset instructions to your e-mail. (Check your spam folder if you do not receive an e-mail after a few minutes to make sure the e-mail was not sorted as spam). If you still have trouble, feel free to e-mail us at support@ccadvising.com or call us at 1-855-980-6690 and our staff can assist you in getting back into your account.

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I have a large firm with multiple attorneys, can each of us have our own Attorney Login account?

No. Please create only one account per firm, and then share the login information with all members of your firm. You can add multiple office locations and multiple attorneys to the same account after it has been created. Because our system tries to attach your clients to your firm account, creating multiple accounts for the same firm can confuse the system and cause numerous problems. If you get locked out of your account, please contact us and do not create another account.

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How can I sign into your Attorney Login system from my tablet or mobile phone?

Because we have a separate mobile course, the workaround to access attorney login from a mobile device is to type in this exact URL to go straight to the login page: https://ccadvising.com/partner/sign_in. We recommend bookmarking this page on your tablet for easy access.

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Do you offer DMPs (Debt Management Plans)?

No, our agency does not provide debt management plans.

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Can you file the certificate of completion of credit counseling with the bankruptcy court?

No. Currently no credit counseling agency is permitted to file the certificate of credit counseling directly with the court. Currently only the 2nd course providers of debtor education (as of December 1, 2013) are permitted by law to file debtor education certificates with the court.

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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.

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1st Pre-Filing Course