Frequently Asked Questions

Account & Profile

When I try to log in, I see an error message saying that my account is pending email verification. What should I do?
I forgot my username and/or password, how do I get them back?
How do I change my username and/or password?
How do I upgrade, change, or cancel my membership?
How do I update my payment information?
How can I view and print my payment receipt?
If I do an yearly membership, will I be billed monthly or annually?
How do I get more information about corporate pricing?
I’m an AAHA member. How do I get my exclusive discount on my membership?
Why should I add more users to my membership?
How do I add more users to my membership?
How does the 30 day free trial work?
Do I need to add my entire staff to my Aspire membership?

When I try to log in, I see an error message saying that my account is pending email verification. What should I do?

When you register for Aspire, you should receive an email to confirm that your email address is correct. If you do not see this email, check your Spam or Junk folder. Once you locate it, click on the link to confirm your email address and you will be able to log into your account.

I forgot my username and/or password, how do I get them back?

Retrieving Your Username and/or Password

To retrieve your Aspire username or password:

  1. Navigate to the login page.
  2. Click on the “Lost your password?” link above the Login button.
  3. Enter the email address or username (if you already know it) associated with your Aspire account and click the Request Password Reset button.

You’ll receive an email with your username and instructions to reset your password. For security, the link to reset your password will expire in two hours.

If you don’t receive the email from us shortly, be sure to check your spam and junk folders for a message from contact@aspirevet.com.

Notes:

  • If you pay for your own account, you can recover your username by entering your email address. If you can’t remember your email address, contact us.
  • If your practice provides your access to aspirevet.com, contact your Aspire account administrator.

How do I change my username and/or password?

Aspire subscribers with individual or group accounts can change their username or password through their account settings.

If you wish to change your username and/or password:

  1. Sign in to your Aspire account.
  2. Navigate to the My Profile page.
  3. Click on Profile Information at the far right.
  4. Change any of the information on this page that you would like, including your Password. (your initial username cannot be changed)

Click Save Changes to confirm changes.

How do I upgrade, change, or cancel my membership?

If you would like to upgrade, change, or cancel your membership:

  1. Sign in to your Aspire account.
  2. Navigate to the My Profile page.
  3. Make sure you are on the Membership Details tab.
  4. Click on Upgrade or change your membership. 

How do I update my payment information?

To update your payment information, log into your Aspire account and go to the My Profile page. Click on the tab titled “Update Payment Information“, enter your updated credit card information, and click “Update Card.”

How can I view and print my payment receipt?

To ensure the privacy of member information, your billing history is available for review when you’re logged into your Aspire account.

To view your billing history or print a receipt:

  1. Sign in to your Aspire account.
  2. Click on My Profile.
  3. From the My Profile page, switch to the Membership Details tab on the right.
  4. Your account billing history will be displayed in this section.

Click on the View Receipt link for the payment you wish to view/download.

If I do an yearly membership, will I be billed monthly or annually?

Yearly memberships are billed on an annual basis. Only monthly memberships are billed monthly.

How do I get more information about corporate pricing?

Please email contact@aspirevet.com for more information on corporate accounts and pricing.

I’m an AAHA member. How do I get my exclusive discount on my membership?

  • Click on GET STARTED (green button in the upper right hand corner)
  • Enter the AAHA discount code (email contact@aspirevet.com if you are an AAHA hospital and don’t have the discount code)
  • Click GO
  • Sign up for your membership!

Why should I add more users to my membership?

If there are multiple people in your practice (practice manager, owner, team leader, veterinarian) that will need access to the Aspire content, you can add them to your account at a discounted rate.

When you add additional users to your account, each person has their own login and their course progress is tracked individually so they can start a course where they left off.

The certificates for RACE and CVPM auto-fill with the name of the user. If multiple people in your practice want CE credit, they’ll each need their own login.

Two people cannot be logged in as the same user at the same time. If you add multiple users to your account, you alleviate this issue because everyone can access the Aspire content with their own login.

How do I add more users to my membership?

You can add or cancel additional users at any time in the Group Dashboard. Each additional user’s membership will be prorated and you will see that amount added to your monthly bill.

How does the 30 day free trial work?

When you sign up for any Aspire membership, you receive a 30-day free trial so you can explore the available courses and membership features.  During the free trial, you can add additional users to your membership for free, which allows more of your team members to explore the course content.
Once the free 30 day trial is over, you can keep your membership and access to everything Aspire has to offer. If you cancel your membership before the 30 days is over, you will not be charged. If you decide to keep your membership, you’ll still be able to cancel at any time and will not be locked into a contract.

Do I need to add my entire staff to my Aspire membership?

We recommend adding memberships for the leaders on your team (i.e. practice owners, managers, team leads, etc). Some of our courses have videos for the entire staff, but we encourage practices to go through those videos all together in a staff meeting, so you wouldn’t need to buy a membership for every single member of your team.

Troubleshooting

What technology do I need to complete an e-learning course?
I’m having trouble accessing the course, web site, etc. How can I fix it?
I’m having trouble accessing the course resources and print materials, how can I fix it?
I’m having trouble accessing Aspire on my mobile device, how can I fix it?
The videos are buffering or not loading quickly for me. What can I do?

What technology do I need to complete an e-learning course?

E-learning courses may be completed using almost any computer running a recent version of any of the major web browsers on desktop or mobile devices.

I’m having trouble accessing the course, web site, etc. How can I fix it?

If you’re encountering issues while attempting to watch your courses on a browser, please try the troubleshooting tips below before contacting us for support. Following these steps can resolve many of the common issues related to video playback.

Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a Aspire course on your device.

Streaming Issues (ie: the video keeps loading / buffering)

  • Refresh your browser
  • Quit your browser and re-open it
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again
  • Try a different browser, like Google Chrome
  • Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
  • Check your browser version and update it if needed.
  • Log out of Aspire and log back in
  • Restart your computer and network devices (modems/switches/routers)
  • Try a different device or computer if possible
  • Turn off hardware acceleration (in Firefox or on Windows)
  • Try lowering the video quality of the video by clicking on the “gear” icon at the bottom right of the video
  • Test your internet connection speed
  • Try watching another Aspire course.

Blank Screen

  • Refresh your browser
  • Quit your browser and re-open it
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again
  • Try a different browser, like Google Chrome
  • Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
  • Log out of Aspire and log back in
  • Restart your computer and network devices (modems/switches/routers)
  • Check your browser version and update it if needed
  • Try a different device or computer if possible
  • Turn off hardware acceleration (in Firefox or on Windows)

No Audio

  • Refresh your browser
  • Quit your browser and re-open it
  • Log out of Aspire and log back in
  • Clear your browser’s cookies and cache. Be sure to restart your browser before trying again
  • Take a note of your browser extensions/plugins/firewall programs and adblockers. Is there anything that could be interfering with the audio? We recommend testing with an incognito window to troubleshoot
  • Check to see if you’re encountering audio issues while viewing videos on other sites like Vimeo or YouTube. If you still can’t hear anything, check the sound settings on your device
  • Check to see if other modules in the course are producing sound

If you’re still having trouble, it’s possible that there’s something wrong with the video file. Please send a message to Aspire about the issue. When contacting support, please include:

  • Your browser version
  • Your OS (Windows 7, Mac OS X, etc.)
  • The course URL (in your browser address bar)
  • Your internet connection speed test results
  • The resolution you were watching the video lecture at (ie – 720p, 480p etc)
  • A screenshot or screencast of the problem. The more information you can provide, the faster we’ll be able to resolve the issues you’re encountering on our site.

The videos are buffering or not loading quickly for me. What can I do?

The quality of your playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to our playback servers. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, WiFi performance, other devices/ users utilizing your connection, and the strength of the signal provided by your ISP.

The following table shows the minimum speeds required for each playback quality:

Quality Required Minimum Bandwidth
360p 1 Mbps
720p 3 Mbps
1080p 7 Mbps
2K 12 Mbps
4K & up 22 Mbps

When a video plays in lower than expected quality, it’s likely because the viewer’s Internet speed (bandwidth) or computer processing speed cannot support higher quality playback. Viewers can manually force a particular quality by selecting the gear icon in the lower right corner of the player. (This may result in frequent buffering if the bandwidth does not meet the required minimum outlined above.)

Online Speed Tests 

Speed tests can give you a general sense of the download speeds you’re receiving from your Internet provider, but it’s important to note that the servers used in the speed test are different from those used by other services. The actual speeds being received by your device may differ. This is because speed tests are designed to ping the closest server to your location, while other servers may be further and more utilized.

Frequent buffering during playback

Frequent buffering can occur when the viewer’s Internet bandwidth does not support playback of the selected video quality. Try switching to “Auto” in the quality menu (the default), if available. If “Auto” is not available, switch to one of the lower quality options. If the video still fails to start, check your estimated bandwidth here.

Dropped frames during playback

Dropped frames can occur if your machine/device’s processing is unable to keep up with the video data that’s being transferred.  If your system cannot process a higher quality of video, frames of video may be skipped, which can cause audio to become out of sync as well. This tends to happen most when multiple programs are running while viewing video. Try closing unused applications or browser tabs and/or update your browser and graphics card.

Courses & Course Taking

Do Aspire courses qualify for CE credit?
How often are new courses added?
Do courses ever rotate out or expire?
How can I get a message or feedback to Randy and his team?
I have some great ideas on topics for courses, how can I get these to Randy and team?

Do Aspire courses qualify for CE credit?

Aspire courses are approved for both CVPM and RACE credit. To prove your completion of the course and receive CE credit, take the quiz located at the bottom of each course page (under the menu of modules). You must answer 4 out of 5 questions correctly to pass the quiz and download your certificate of completion. You may retake the quiz multiple times if needed. Your staff members can receive RACE credit for courses that include a staff-facing video. Their certificates are available for download under the Resources tab for those courses.

How often are new courses added?

New courses will be released about every eight weeks. Sign up for our Aspire emails to stay updated on the release of new courses and special offers!

Do courses ever rotate out or expire?

No, once a course has been released, it is available for good. We will continue to release new courses and you can watch courses as many times as you’d like.

How can I get a message or feedback to Randy and his team?

Please visit Contact Us or email contact@aspirevet.com to send a message to the Aspire team.

I have some great ideas on topics for courses, how can I get these to Randy and team?

Please visit Contact Us or email contact@aspirevet.com to send a message to the Aspire team.

Purchase & Refunds

Please contact us at contact@aspirevet.com or 818-610-5789 if you have questions about your purchase or refund.

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