Below are some frequently asked questions (FAQs) about the SMART Programs. If the answer to your question isn't here, please check the About or SMART Programs Training Requirements page. If you don't find what you're looking for or if you need more help, please contact us.

General FAQs

1. What programs do I need to take for my job?

Click here to see the SMART Programs certifications required for various positions within the liquor and gaming industry, as well as the associated costs and the timelines for each program. All SMART certifications are valid for five (5) years from the date of certification.

More information about ProServe program is on the About page of this site.

FAQs about your SMART Programs account

1. I can't remember my email address. The message on the sign in screen says, "Account not found", "This is not an online account", "This account is not enabled" when I am trying to sign in. What should I do?

Contact the SMART Programs office for help in getting access to your account. Toll-free in Alberta, we can be reached at 1-877-436-6336, Mondays through Fridays, from 8:15 a.m. until 4:00 p.m. You can also send us an email.

2. I didn't receive my account confirmation email, password verification email, or email purchase receipt. What should I do?

If you didn't receive an account confirmation email, password verification email, or email purchase receipt:

  • The message may have been caught by a spam or bulk mail filter. Check your Spam or Bulk Mail ("Junk") folders to see if it's there.
  • There may be a delay with the message being received (a few minutes or a few hours).
  • Check for any typographic errors in your email address and try sending the message again.
  • If you are using Gmail, check the "All Mail" tab, rather than the Inbox.

If the email cannot be found, please contact us.

3. I forgot my password. How can I sign into my account?

To retrieve your password, click on this link or on the "Forgot Your Password?" hyperlink on the Sign In page at smartprograms.aglc.ca. Follow the on-screen instructions. If you do not remember the email address assigned to your account, please contact us.

After signing in, you can change your password on your Personal Information page. Click on the [Edit] hyperlink beside the information you want to change. Follow the on-screen instructions.

4. How do I create an account?

Visit smartprograms.aglc.ca and click on the "Create Account" hyperlink. Enter your information into the correct fields on the Account Registrations page. Check each field to make sure the information is complete, correct and up to date before you click on the "Submit" button.

5. What is a Registered Gaming Worker Number?

If you are a registered gaming worker at a casino, Racing Entertainment Centre (REC) or bingo facility, you will receive a Registered Gaming Worker Number (see your approval letter). Registered gaming worker positions are listed below:

  • Bingo coordinator or satellite game controller
  • Bookkeeper or cashier
  • Cash cage, count room or hall advisor
  • Casino facility operator representative
  • Casino, games, hall or pull-ticket manager
  • Caller, seller or checker
  • Director or manager of security or security guard
  • Pit boss, pit supervisor or dealer
  • Slot attendant, cashier, manager or operator
  • Slot count room attendant

If your job is not listed here, the Registered Gaming Worker Number field can be left blank.

6. How do I update my address, place of employment or other account information?

You can update the information fields on your Personal Information page (sign in to view it), with the exception of the Name and Date of Birth fields.

To update your account after a legal change of name, follow these steps.

If the date of birth needs to be corrected, send an email to info@proserve.aglc.ca. Include your legal name and 12-digit SMART Programs registration number in the subject line of your email. Please be sure your correct date of birth is included with your request. SMART Programs staff will make the update for you.

To revise all other fields, use the [Edit] hyperlink beside the content you want to change. Please use a personal email address (not one that belongs to someone else or organization) - free email accounts are available through Gmail, Yahoo!, iCloud, Microsoft (Outlook, Hotmail, MSN, Live), etc. Be sure what you have entered is correct, complete and up-to-date before saving your changes. If you have questions about mail service or delivery, contact Canada Post.

7. How do I change the name on my account?

To update your account after a legal change of name, follow these steps.

8. The birthdate on my account is wrong. How do I fix it?

If the date of birth needs to be corrected, send an email to info@proserve.aglc.ca. Include your legal name and 12-digit SMART Programs registration number in the subject line of your email. Please be sure your correct date of birth is included with your request. SMART Programs staff will make the correction for you.

FAQs about starting your online program

1. What minimum system requirements does my computer/wireless device need for me to take ProServe online?

The minimum system requirements are listed below:

  • Operating system - Windows XP and newer; or Mac OS 10.3 and newer
  • Browser - Internet Explorer (IE) 9, Mozilla Firefox 12, Google Chrome 18 or Safari 5 and newer
  • Adobe Flash version 9 or higher, to play the SMART Programs videos
  • Adobe Acrobat Reader, free download
  • Sound card and speakers are recommended
  • Stable, high speed Internet connection is recommended

Please note: Security settings and/or other restrictions that are placed on public and/or workplace computers may restrict users' access to some course content, the online exam or limit some functions on the SMART Programs website(s). Contact the IT professional at your workplace for assistance, or use a computer/wireless device without these restrictions. Browsers not listed above may not display program content correctly.

2. How do I start my ProServe program?

Visit smartprograms.aglc.ca and sign in. If you don't remember your password, retrieve it here. Follow the on-screen instructions.

  • After signing in, click on "Program Options" from the menu bar. Choose "Online Training" from the drop-down menu.
  • Read the information carefully. Click on the "Register" button to register for the program.
  • You can watch the full course video by clicking on "Step One: Watch Full Course Video" or choose "Step Two: View Course". All of the program exercises and questionnaire must be completed before you can take the exam (accessed by clicking on "Step Three: Take Exam").

You will have 30 days from the date and time you register to successfully complete your program. Upon completion, you can print a temporary card from your Personal Information page, which you can use right away (you must sign in to view it). Give a photocopy of your card or temporary card to your employer. You must have proof of your certification with you when you are on shift.

A wallet-sized card will be mailed to the address on your account and should arrive within 2-3 weeks.

3. I just registered for the ProServe program. How many days do I have to get certified before the program is dropped from my SMART account?

You have 30 days from the date and time you registered for the program to read through the information, complete the exercises, pass the exam and get certified. Check the Online Training page of your account to see when your program access is at an end.

If you have not successfully completed the program, online assignments, unit tests, questionnaire and final exam by that date, the program will be dropped from your account.

If you were certified within 30 days of registering, you can view the online program content for five years, less 60 days, from the date of certification. An email will be sent to the address on your account 60 days before your certificate expires, as a reminder to recertify (if you are still working in a position where certification is required).

4. Do I have to finish the program in one sitting?

No, you may enter and exit the program, sign in and out of your account, etc. as often as you like within 30 days of program access. Your access to the online program is dropped 30 days after registering for it.

For your security, always log out of your account when you leave, especially when using a public or shared computers/wireless device.

The online exam is timed and the clock cannot be stopped once the attempt is underway. If you accidentally close the test window, you will be able to reopen it if the time limit has not expired. However, registrants are strongly encouraged to complete the test in a single sitting.

5. Can I review the program before I take the test (again)?

Yes, you can! From the "Online Training" page, click on "Step 2: View Course". Click on the "Contents" button to quickly get to the section(s) of the program you'd like to review.

FAQs about the ProServe exam

1. I am ready to write the exam, but I can't find it on the website. Where is it?

To take the exam, sign into your account. Choose "Program Options" from the menu and then "Online Training" from the drop-down menu. Click on "Step 3: Take Exam" after all of the program exercises and questionnaire have been completed. Follow the on-screen instructions.

2. How long is the test? Is there a time limit?

The exam has 35 questions. You have 45 minutes to take the exam. A total of 5 exam attempts are given to you with each online program registration.

3. Once I start the test, can I exit and come back to it later?

If you accidentally close the test window, you will be able to reopen it if the time limit has not expired.

The test is not an open book exam. Once the exam timer has started, you cannot go back into the program to look for answers to the questions. Read through the test questions carefully to be sure you understand what each one asks. Then read through each of the possible answers. Choose the best answer.

If you have extra time at the end, review each of your answers. Click on the "Submit" button at the end when you are satisfied with the answers you've chosen to submit your test for marking.

4. Does the test need to be supervised?

The ProServe online program is designed so that users can get their certification without the assistance of a third party. The test is a closed book exam (use of resources or supporting materials is not permitted). Completion of the test does not require a supervisor.

5. How do I know if I passed my test?

When you submit your exam attempt, a message should appear on the screen within a few seconds, stating that you have passed or that you did not pass the test. Read through this message carefully.

You can also check the Completion Status page of your account (you must be signed in to view it). An exam attempt of 80% (at least 28 correct answers out of 35 questions) or higher is required to be certified with ProServe.

6. If I fail the exam, can I try it again?

You have five attempts to pass the final exam. You may take the test again, but we strongly encourage you to review the program before making another attempt.

To view the details of your last test attempt, sign in to your account and click on the Completion Status page. Click directly on the test score to find out what sections of the program need more review. Take a few minutes to look through these sections before you try the exam again. Regretfully, the SMART Programs office cannot provide feedback on specific test questions.

Please note: Some test attempts will result in a "Fail" score if the Internet connection was suddenly interrupted or dropped. Contact the SMART Programs office to have any lost test attempts restored to your program.

7. How can I see the test questions I got wrong?

To view the details of your last test attempt, sign in to your account and click on the Completion Status page. Click directly on the test score to find out what sections of the program need more review. Take a few minutes to look through these sections before you try the exam again. Regretfully, the SMART Programs office cannot provide feedback on specific test questions.

8. Who can see my marks?

Details about your test attempt belong to you, the user. Your scores and the details about them can be viewed from the Completion Status page of your account, after you sign in. Administrators of the SMART Programs and AGLC Inspectors have access to this information to administer the programs, confirm program completion and enforce regulatory requirements.

By law, the AGLC cannot share information with third parties without the user's consent. For more information, please see the Privacy Statement page of this site. To protect the security of your information, do not share your sign in credentials (email address or password) with anyone.

You are required to provide proof of your certification to your employer within 30 days of your employment start date and have proof of your certification when you're on shift. Licensees and management staff can confirm the validity of your certification using the SMART Certification Check at smartprograms.aglc.ca.

FAQs about ProServe certificates or program materials

1. What is proof of certification? Do I have to give my card to my employer?

Per AGLC policy, proof of certification is your certification card, a copy of your temporary card, or Personal Information page from your SMART account. Each of these has your legal name, your SMART Registration Number, and your certificate expiry date.

You are required to provide your employer with proof of certification within 30 days of your employment start date or prior to the expiration date of your certification. You must have proof of certification with you when you're on shift.

Your certification card is the property of the AGLC, but is issued to you. It is proof that you have the certification(s) your position requires, for time period specified on the card(s). You are not required to surrender your card to your employer.

2. Can I get a temporary card after I pass the test?

Yes, you can! If you need immediate proof of your certification, sign into your SMART Programs account and print a temporary card from the Personal Information page. Follow the on-screen instructions to print your card.

You must provide proof of your certification to your employer within 30 days of your employment start date and have proof of your certification with you when you're on shift.

3. My ProServe certification card has been lost/stolen. Can I get a replacement?

Yes, you can! The price of a reissued certification card is $10.50 (includes GST). Follow these steps to order a replacement card and/or order a temporary card.

4. Can I buy a ProServe manual?

You can view the ProServe program content for five years from the date you were certified (less 60 days). If you still want to purchase a ProServe manual, please contact us.

5. Can I print the ProServe program?

ProServe program content, like all other SMART Programs, belongs to the AGLC and is protected by copyright. Material may not be reproduced, in whole or in part, without the written permission of the AGLC. The program cannot be printed from the website.

FAQs about transferring certification from another province

1. I have certification from another provincial training program. Can I use it to work in Alberta?

If you have responsible liquor service training from another provincial training program, it may be eligible for transfer. Your certification must have been issued within the last five (5) years to qualify. Out of province certifications acquired more than five years ago cannot be transferred.

AGLC inspectors will not accept certifications issued by other responsible liquor service training programs, in lieu of ProServe.

For more information, click here. Please note, the gaming and liquor regulations are different in every province. It is the responsibility of the worker and the licensee to ensure that workers understand and comply with Alberta legislation and AGLC policies.

To find out if your ProServe certification is recognised in another province, contact administrators of that province's responsible liquor service training program.

Equivalency is not granted for security or responsible gambling training programs at this time.

FAQs about recertification

1. Does my ProServe certification expire? How do I renew it?

Yes, all SMART Programs certifications are valid for five years from the date of issue.

To renew your certification, sign in to the same account you had when you were last certified. If you do not remember the email address assigned to your account, contact us. If you cannot remember your password, click here to retrieve it.

To renew your certification, register for and complete the program, all exercises, questionnaire, and pass the exam (click here for a step-by-step guide). A reissued certification card will then be sent to the mailing address on your account.

Registered gaming workers must recertify expiring ProServe certification before the expiration date on their certification. There is no "grace period". Uncertified workers leave the licensee at risk for a penalty (warning, fine, licence suspension or termination).

Licensees may choose to require certification as a condition of employment. They may also decide not to schedule staff for work if proof of certification is not provided.

2. How will I know when to renew my certification?

An email will be sent to the address on your SMART Programs account, reminding you that your certification is due to expire within 60 days. Contact us if you want to recertify earlier, or if you want to apply an email address and password to your SMART account.