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Technical Support

Support Hours

We offer many options to get help from our local, friendly support in Dallas, Texas! We're available 7 days a week for assistance by phone - and also after hours by message or email ...unless we're sleeping. 😉

  • Monday - Friday 8:30 AM - 6 PM CST
  • Saturday from 10 AM - 3 PM CST
  • Sunday from 12 PM - 3 PM CST
   We do close on normal holidays, but please leave us a message or send an email. We check them every day!

Troubleshooting ideas for YOU! (aka Instant Support)

Browser Issues: If you are having trouble logging in, it may be the browser, try these options....
  • Option 1. Close all your Internet Explorer windows. Reopen IE and try again.
  • Option 2. Try another browser, such as Opera or Chrome.
Password Reminders: The password reminder will be sent BY EMAIL to address you used for registration.
  • Please check that email account for the email. If you do not see it in your inbox, check your spam folder.
  • If you didn't get an email, you probably used a different email address to register. Check your other emails.
  • If you're not sure what email you used, reach out to us for help during business hours.
Locked Out While Logging In? Internet Explorer will give you a message saying "You've reached the maximum login attempts" and appears that you are locked out. This is a feature of that browser only, not our website. You are NOT locked out. Please try another browser like Google Chrome. We do NOT lock you out!

Locked Out While Taking a Course? TREC requires security questions periodically throughout the courses. If you get locked out while taking a course, please send a support request from the Send a Message box and we will gladly assist you during normal business hours. In the mean time, please confirm your contact information is correct on the My Information section in the blue sidebar and then take another course while you wait for the course to be unlocked.


Support During Your Course

When you are logged into the site, you can contact us from whatever page you are using and we'll know right where you are by using the "Send a Message" box on the right side of the page.


Assistance by Phone

Call for assistance at (214) 501-8625 in Dallas. If you call during normal business hours and we don't answer, PLEASE leave a message so we can return your call! We are probably on the other line giving another student the excellent level of customer service that we would like to give you!

Assistance by Email

Send us an email to support@allianceacademy.org and we will get back to you in less than 24 hours (usually within a few hours).


Live Remote Technical Assistance

While working with our support staff, we may coordinate with you to temporarily connect to your computer through a secure connection that will allow us to see your desktop and help you diagnose your connection issues.

We use a software called TeamViewer, which is a secure solution for user-authorized remote computer control. You must provide us with the generated code so we can access your computer. The code changes after each session, so we will not have ongoing access.

TeamViewer QuickSupport is simple and runs immediately without installation.

Step 1. Download TeamViewer Quick Support

First, download the secure TeamViewer QuickSupport remote control software. To start working with TeamViewer you have to download and launch it by clicking "Run" in the Security Warning window.

               


In Windows explorer, the download could look like this depending on the version of your browser. Look for the "Run" button.



Step 2. Begin Support Session

To start remote desktop sharing you simply need to provide us with the 9 digit ID and 4 digit password.



Your computer is ready for us to control so we can assist you!



Step 3. End Support Session

To end our session, we will close the session or you can simply click the X in the bottom right corner of your screen and we will no longer have access to your computer.




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For additional info about courses or compliance consulting, contact support@allianceacademy.org or call (214) 501-8625

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