---
title: FAQs | Ivy Software Knowledge Hub
description: These are Ivy Software's frequently asked questions which we have compiled from several years in technical support inquiries.
---

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 The FAQs below address the most common issues we encounter. If you cannot find a resolution to your issue in the FAQs, please click the "contact us" button (click the menu on a mobile device) to create a customer support ticket.

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1. [Ivy Software Knowledge Hub](https://help.ivysoftware.com/)
2. [FAQs](https://help.ivysoftware.com/faqs)

# FAQs

 These are Ivy Software's frequently asked questions which we have compiled from several years in technical support inquiries.

- [When I click the shop button I'm presented with a log in screen](https://help.ivysoftware.com/when-i-click-the-shop-button-im-presented-with-a-log-in-screen-clone)
- [Can I retake a course if I don't achieve a passing score?](https://help.ivysoftware.com/can-i-retake-a-course-if-i-dont-achieve-a-passing-score-clone)
- [My new account confirmation/activation email has not arrived. What do I do?](https://help.ivysoftware.com/my-new-account-confirmation/activation-email-has-not-arrived.-what-do-i-do-clone)
- [I'm getting a server error with the LockDown Browser, "There is a problem with the settings for this exam..."](https://help.ivysoftware.com/im-getting-a-server-error-with-the-lockdown-browser-there-is-a-problem-with-the-settings-for-this-exam...-clone)
- [An error occurred during my exam/the exam froze/an error message appeared](https://help.ivysoftware.com/an-error-occurred-during-my-exam/the-exam-froze/an-error-message-appeared-clone)
- [Does Respondus LockDown Browser work on an iPad?](https://help.ivysoftware.com/does-respondus-lockdown-browser-work-on-an-ipad)
- [Accessibility](https://help.ivysoftware.com/accessibility)
- [What is the return/exchange policy for courses.](https://help.ivysoftware.com/what-is-the-return/exchange-policy-for-courses)
- [What is the expiration time for a course?](https://help.ivysoftware.com/what-is-the-expiration-time-for-a-course)
- [Can't purchase course/message “A match of the Address, City, State and Postal code failed”. How do I resolve the error?](https://help.ivysoftware.com/cant-purchase-course/message-a-match-of-the-address-city-state-and-postal-code-failed.-how-do-i-resolve-the-error)
- [Can't access course/message “Your account does not have a valid license to access this course. “](https://help.ivysoftware.com/cant-access-course/message-your-account-does-not-have-a-valid-license-to-access-this-course.-)
- [How do I purchase a course?](https://help.ivysoftware.com/how-do-i-purchase-a-course)

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- [FAQs](https://help.ivysoftware.com/faqs)

# Ivy Software, Inc.

P.O. Box 15776, Richmond, VA 23227

[mailto:ivytech@ivysoftware.com](mailto:ivytech@ivysoftware.com)

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