FAQ - Frequently Asked Questions About the New CE Zoom Platform (Professionals)

Answers to Your Most Common Questions About the V2 Upgrade

 

CE Zoom Version 2 is here! With a completely rebuilt system, improved features, and a more secure experience, we know you may have questions during this transition. This FAQ is your go-to resource for quick answers to the most common concerns—from verifying your email and updating licenses to finding your CE certificates and understanding your membership.

Frequently Asked Questions

• Membership Subscriptions
  • Grandfathered Pricing & Memberships!
  • Why Is My CE Tracker Unavialble?
  • Why Deos it say I Have an "Unmatched/Undefinded" License?
  • Why Am I Being Asked to Set a Default Payment Method?
• Licenses
  • Unmatched | Undefined License
  • Why Didn't All my Licenses Transfer?
  • Why is my license/audit period 3/2/1995 to 3/3/1995
• Login
  • Will I Still Have Access to My Legacy CE Zoom Account?
  • Why Am I Being Asked to Reset My Username?
  • Why Am I Being Asked to Reset My Password?
  • Why Am I Being Asked to Validate My Email?
• CE Certificates
  • Why Can’t I Find My CE Certificates?
  • Why Didn't All My CE Certificates Transfer?
  • Why are My CE Certificates not showing in My Tracker?
  • Why can I not edit missing info on my CE Certificates?

• Registrations

• • Why Didn't All My Registrations Transfer?
    
    

 

 

Frequently Asked Questions

 

Memberships & Subscription

• Grandfathered Pricing & Memberships!
  

  If you had a Pro or Elite membership before the upgrade, you're in luck! All licenses and permits you held on your legacy account have been automatically grandfathered into CE Zoom V2 at no extra cost. To keep your grandfathered access, just continue your current subscription as-is.

⚠️ Please note: If you make any changes to your membership, it will update to the new pricing model, and grandfathered pricing will no longer apply. We're here to help you make the best decision before making any changes—reach out if you have questions!

• Why Is My CE Tracker Unavailable?

  Grandfathered Memberships, If your membership is active but a tracker is "unavailable," don’t worry — it likely means that specific license/permit is currently under review as we finalize updated tracking rules. Once complete, the tracker will be added to your account automatically.

⚠️ Please note: If you make any changes to your membership, it will update to the new pricing model, and grandfathered pricing will no longer apply. We're here to help you make the best decision before making any changes—reach out if you have questions!

Want to speed things up? Reach out to us directly, and we’ll prioritize your license/permit in the review queue.

 

New Memberships or Subscription Upgrades With CE Zoom V2, each license or permit must be individually upgraded to activate its tracker. This ensures you're only paying for the licenses you need to monitor.

Want to track additional licenses or permits

 

• Why Am I Being Asked to Set a Default Payment Method?

During migration, saved credit card information could not be transferred due to encryption and security protocols. As a result, CE Zoom V2 does not retain any previously saved payment methods.

If you're on a Free Basic account, you can ignore the "Set Default Payment Type" notice. However, we recommend adding a default payment. Doing so will make future purchases—like course registrations—faster and more seamless.

Adding a default payment type now helps avoid delays when you’re ready to register or upgrade later.

 

Licenses

• Why Does it say I Have an "Unmatched/Undefined" License?

Some licenses or permits may appear as "unmatched" or "undefined" after migration. This usually means there was no direct match for that license within the new industry structure in CE Zoom V2—either because the original agency has archived it, it's no longer in use, or it was listed under a different industry.

To ensure accurate tracking, go to Manage Licenses and manually add any active licenses or permits you still hold. V2 now supports all industries, so entering them under the correct industry helps us serve you better.

 

• Why Didn't All my Licenses Transfer?

We diligently took every measure to ensure the data migration from the legacy CE Zoom platform to Version 2 was as complete and accurate as possible. However, we understand that in rare cases, some licenses may not have transferred.

If you notice a missing license, don’t worry — it can still be added, and all associated CE records can be applied to your account.

We’re here to help make sure your account is fully up to date.

Please see the links below on how to update your licenses

This will ensure your compliance tracker and CE history remain accurate.

• Why is my license/audit period 3/2/1995 to 3/3/1995

  If you're seeing an audit or license period listed as 3/2/1995 to 3/3/1995, it's likely because your license renewal dates were never entered in the legacy system. During the migration to the new platform, placeholder dates were used when no valid license or CE renewal information was available.

  → To fix this edit your license to correct an error
  
  

 

 

 

Login

 

• Will I Still Have Access to My Legacy CE Zoom Account?
  Yes! From your dashboard in CE Zoom V2, you’ll see an "Access Legacy Site" button in the top header. Clicking this will take you to the login screen for your legacy CE Zoom account, where you can view your historical records.

  

🔐 Please note: The legacy site and CE Zoom V2 use separate login credentials — this is not a single sign-on system at this time.

If you’d like, you can reset your legacy username and password to match your CE Zoom V2 credentials for easier access.

 

• Why Am I Being Asked to Reset My Username?

 

In CE Zoom Version 2, all usernames are now required to be a valid email address for improved security and account management.

On the legacy platform, usernames did not have to be emails, so if your previous username was a non-email or an invalid email format, you’ll be prompted to update it during login.

How to update your email when initally accessing CE Zoom V2

• Once you’ve logged in with your temporary credentials and reach the “Verification Required” step, if the email displayed is not valid, click “Update Account Info” to enter a valid email address.
• Click the Login Information tab

• Click the “Change Email” button.

• Enter your new email address.

• Click save to confirm the change 

 

 

 

• Why Am I Being Asked to Reset My Password?
  

As part of the CE Zoom platform migration, all user passwords were encrypted for security, which means we were unable to transfer them to the new system.

To keep your account secure, you’ll be asked to reset your password the first time you log in to CE Zoom V2. This ensures you're the rightful account owner and that your login credentials meet the updated security standards.

It’s a quick process and is only required once. If you need help, feel free to reach out to our support team!

 

 

• Why Am I Being Asked to Validate My Email?

For security and account integrity, CE Zoom now requires all users to validate their email addresses. Each email can only be used once across the platform — no duplicates across different account types.

If you receive a message that your email has already been used, it may be tied to another CE Zoom account or may not meet our email standards. You’ll need to validate a unique and valid email to access your account.

If you're stuck or unsure how to proceed, our support team is happy to help get you back in.

 

 

CE Certificates

 

• Why Can’t I Find My CE Certificates?

If you're missing certificates for courses you verified between June 23–July 11, 2025, your verification may have taken place during our data migration window.

Please note that we are running nightly migrations to continue transferring any data created in our legacy system during this period.

We kindly ask that you allow up to one week for this process to complete. If your CE certificates are still missing after that time, please contact us. We'll review the legacy system for a record of your verification and, if confirmed, make sure your certificate is added to your new CE Zoom account.

Thank you for your patience during this transition!

 

If the course was verified or uploaded before June 23, 2025, please refer to our guide on How to Find My CE Certificates.

 

• Why Didn't All My CE Certificates Transfer?

Due to the size of our CE certificate database, we launched CE Zoom Version 2 with only the most recent 1-2 months of records initially migrated. The remaining records will continue to be brought over during off-peak times.

Rest assured, we fully intend to migrate all of your past CE certificates to your new CE Zoom account.

If you notice a missing record, please don’t hesitate to contact us — we’ll be happy to investigate and ensure it’s properly added to your account.

 

 

• Why are My CE Certificates not showing in My Tracker?

  
  

  If your CE certificates aren't appearing in your tracker, it may be due to incomplete or unmatched data from the migration process. This can happen for several reasons:

  • Inaccurate License or Audit Periods If you're seeing a license or audit period listed as 3/2/1995 to 3/3/1995, it's because your license renewal dates were never entered in the legacy system. During the migration to the new platform, placeholder dates were applied when valid license or CE renewal information was missing.
    →To fix this, edit your license to update license & CE renewal periods
    
    

  • Multiple Topics Assigned: If your CE record had more than one topic in the legacy system, the new system gives you the opportunity to assign how many hours were earned for each topic. Without this breakdown, the system doesn’t know how to properly categorize and track the hours—so the certificate won’t appear in your tracker.
    → To fix this, edit your CE record and enter the number of hours for each topic under the CE hours info step and save your updates.

  • Unmatched Topics or Providers: The topic or provider from the legacy system may not have matched any current options in the new system. When this happens, placeholders such as “Invalid topic- (Edit record, select new topic) ” or “No provider | Provider Not Found)” are used.
    → To fix this, edit the CE record and remove the instructional placeholder and select the correct topic or provider from the available options.

  • Incomplete CE Record: The new system has more advanced tracking algorithms requiring a few additional details to accurately track your CE credits. If any of these required fields are missing, the record won’t show in your tracker.
    → To fix this, edit the CE record, fill in any missing information, and save your changes.

   

• • Why can I not edit missing info on my CE Certificates?

    If you're unable to update missing information on your CE certificate, first check if the certificate was issued by CE Zoom.

    1. Is it a CE Zoom–Issued Certificate?

    If yes, the record has limited editability to preserve the integrity of the verified information. This means certain fields—like the provider—may be locked and not available for manual editing.

    2. What to Do If Fields Are Missing or Blank

    If a required field (such as the provider) is blank and you’re unable to update it:
    Please email us at help@cezoom.com
    We’ll update the course details so your CE certificate can be corrected and properly tracked.
    

     

 

Registrations

 

• Why Didn't All My Registrations Transfer?

Due to the volume of data, we launched CE Zoom Version 2 with only the most recent few months of registration records initially migrated. The remaining historical registrations will be transferred during non-peak periods.

Please know that our goal is to bring all of your past registrations into your new CE Zoom account for full continuity.

If you notice a missing registration, reach out to us and we’ll be happy to look into it for you.