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 page 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?

Click here or on the "Forgot Your Password" hyperlink on the Sign In page at smartprograms.aglc.ca to retrieve your password. 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, email address and contact information 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 see 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 an 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 your 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 the ProServe program or program materials

1. How much does the ProServe program cost?

Program prices depend on the delivery method chosen: online, facilitated seminar or self-directed (home study). All prices include GST:

  • Online program - $26.25
  • Facilitated seminar - $52.50
  • Self-directed - $59.06 (also includes shipping)

If you are buying the program for your staff or special event volunteers, activation tickets are available for each program delivery method. There is no discount for bulk purchases.

2. How can I pay for my program or training materials?

Online payments can be made with Visa credit or debit, MasterCard, American Express, or Interac® Online payment services.

Payment can also be made using SMART Programs' interactive telephone payment service (phone-in credit card payments). Contact the SMART Programs office to use the service or for more information (toll-free in Alberta, call 1-877-436-6336 Mondays through Fridays, from 8:15 a.m. until 4:00 p.m.).

Cheque or money orders (payable to the Alberta Gaming and Liquor Commission) are also accepted. Mail your payment to our Head Office; your purchase will be completed once it's been received.

Debit card and cash payments can be made in person at any AGLC satellite office. Please bring exact payment, as reception staff are not able to make change. Do not send cash in the mail.

3. Can I buy a ProServe manual?

If you were certified after taking the ProServe program online, you can view the program content for five (5) years from the date you were certified (less 60 days). Sign into your account to see it. If you've already signed in, click here.

If you still want to purchase a ProServe manual, please contact us.

4. Can I print the ProServe progam from your website?

No, the program cannot be printed from the website.

ProServe program content belongs to the AGLC and is protected by copyright. Our logo and name are trademarked. Material may not be reproduced, in whole or in part, without the written consent of the AGLC.

If you want to purchase a ProServe program, please contact us.

5. I want to use some of the information in the ProServe program at my workplace, on our company website, or as part of a project. Do I need AGLC's permission before I use it?

Yes, you do. ProServe program content belongs to the AGLC and is protected by copyright. Our logo and name are trademarked. Material may not be reproduced, in whole or in part, without the written consent of the AGLC.

Legislation and AGLC policy may have changed since workers were certified. Industry workers and licensees are responsible for reviewing, understanding and applying updated regulations. AGLC's liquor policies are online, click here to view them.

The AGLC supports licensees' efforts to ensure workers provide responsible liquor service at licensed premises. Contact our office if you'd like to use any SMART Programs' content, names, logos, etc. Toll-free in Alberta, call 1-877-436-6336 between the hours of 8:15 a.m. or 4:00 p.m., Mondays through Fridays. You can also send us an email.

FAQs about starting your online program

1. What minimum system requirements does my computer/mobile device need for me to get certified 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 or workplace computers may restrict users' access to some program 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/mobile device without these restrictions. Browsers not listed above may not display program content correctly.

2. I bought the ProServe online program, but now I can't find it. Where is it?

Sign in to your account at smartprograms.aglc.ca. If you don't remember your password, retrieve it here (follow the on-screen instructions).

Click on "Program Options" from the menu bar. Choose "Online Training" from the drop-down menu. Read through the information, noting the date and time your program access ends. Plan your time so you can get certified before your access ends.

When you're ready to begin, click on STEP 1: View Course.

If it's been more than 30 days since you bought your program, contact us to ask for a short extension.

3. How do I start my online program?

Sign in to your account at smartprograms.aglc.ca. If you don't remember your password, retrieve it here (follow the on-screen instructions).

  • Click on "Program Options" from the menu bar. Choose "Online Training" from the drop-down menu.
    • If you haven't purchased the program, sign in to your account, order it through the online shopping cart system and follow the on-screen instructions to check-out and submit your payment. Return to the Online Training page to take the program.
    • If you have an activation ticket, enter the activation code and follow the on-screen instructions. Return to the Online Training page to take the program.
  • Read the information on the Online Training page carefully. Note the date and time access to your online program ends. Plan your time so you can get certified before your access ends.
  • Click on STEP 1: View Course. All of the program exercises and questionnaire must be completed before you can take the exam. When you're ready to take the test, click on STEP 2: Take Exam.

You have 30 days from the date and time you registered to get certified. When you pass the exam, you can print your certification card right away or save an image of it to your mobile device/phone. Proof of your certification is saved to the Personal Information and Completion Status pages of your SMART Programs account (sign in to see it).

You must provide proof of your certification to your employer within 30 days of your employment start date and after you recertify. Workers providing liquor service or security at a Commercial Public Resale Special Event must be certified before the first date of their event.

Licensee staff must provide proof of ProServe certification at the request of an AGLC Inspector. Failure to present proof of ProServe certification may result in disciplinary action.

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

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

If you have not completed the program, online exercises, unit tests, questionnaire and passed the 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).

5. 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 sign out of your account when you leave, especially when using a public or shared computer/mobile device.

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

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

Yes, you can! Sign in to your account. Click on Program Options from the menu bar. Choose Online Training, and then click on STEP 1: View Course. Click on the Contents button to get to the section(s) of the program you'd like to review.

If you're retaking the exam, check the Completion Status page of your account to find out which section(s) of the program need more review. Click directly on the test score. Then, go back into the online program and 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.

FAQs about the online exam

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

Sign in to your account at smartprograms.aglc.ca. If you don't remember your password, retrieve it here (follow the on-screen instructions).

Choose Program Options from the menu and then Online Training from the drop-down menu. Check that you have completed all of the program exercises and questionnaire. Then, click on STEP 2: Take Exam. Follow the on-screen instructions to take the exam.

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 Exam" 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 will 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.

If you passed, you will be able to get proof of your certification right away. Print a copy of your certificate or save an image of it to your mobile device/phone.

If you did not pass, check the Completion Status page of your account to find out which section(s) of the program need more review. Click directly on the test score. Then, go back into the online program and take a few minutes to look through these sections before you try the exam again.

An exam score of 80% or higher (at least 28 correct answers out of 35 questions) is required to be certified with ProServe.

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

Yes, you can! 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 see the details of your last test attempt, sign in to your account and click on the "My Account" tab. Choose Completion Status from the drop-down menu. 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 see the details of your last test attempt, sign in to your account. Click on the "My Account" tab and then Completion Status. Click directly on the test score to find out what sections of the program need more review. 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 details about them can be seen on 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. Licensees can check staff's certifications and expiry dates online. 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 must provide proof of your certification to your employer within 30 days of your employment start date and after you recertify. Workers providing liquor service or security at a Commercial Public Resale Special Event must be certified before the event. Licensee staff must provide proof of ProServe certification at the request of an AGLC Inspector.

FAQs about your certification

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

Licensee staff must provide proof of certification at the request of an AGLC Inspector. Failure to present proof of ProServe certification may result in disciplinary action. Proof of certification includes:

  • paper printed versions that have a QR code
  • the Personal Information page printed from the staff member's SMART account
  • a plastic card (that does not have a QR code) or
  • clear images of any of the above (i.e., image, photograph or screen shot) saved to the staff member's mobile device/phone

Each of these shows the worker's legal name, SMART Registration Number, and certificate expiry date.

Proof of your certification is saved to the Personal Information and Completion Status page of your SMART Programs account (sign in and follow the on-screen instructions to see it). Print a copy of your card or save an image of it to your mobile device/phone.

If you can't access your account, please contact us. If you can't remember your password, click here to retrieve it.

You are required to provide proof of your certification to your employer within 30 days of your employment start date and after you recertify.

If you have a plastic card, you do not have to give it to your employer. Any of the above mentioned documents is accepted as proof of certification. 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 the time period specified on the card(s).

Note: Effective October 2016, plastic certification cards are no longer issued. If you would like to order a plastic card, a $10.50/card (includes GST) fee will apply. Click here to order a card.

2. Can I get proof of my certification after I pass the test?

Yes, you can! When you submit your exam attempt, a message will appear on the screen within a few seconds, stating that you have passed or that you did not pass the test. If you passed, you will be able get proof of your certification right away.

Proof of your certification is also saved to the Personal Information and Completion Status pages of your SMART Programs account (sign in and follow the on-screen instructions to see it). Print a copy of your card or save an image of it to your mobile device/phone.

If you can't access your account, please contact us. If you can't remember your password, click here to retrieve it.

You must provide proof of your certification to your employer within 30 days of your employment start date and after you recertify. Workers providing liquor service or security at a Commercial Public Resale Special Event must be certified before the first date of their event.

Licensee staff must provide proof of certification at the request of an AGLC Inspector. Failure to present proof of ProServe certification (card, Personal Information page, image or photo saved to your mobile device/phone) may result in disciplinary action.

Note: Effective October 2016, plastic wallet-sized certification cards are no longer issued. If you would like to order a plastic card, a $10.50/card (includes GST) fee will apply. Click here to order a card.

3. I didn't get a plastic card after completing my program. How do I show that I'm certified?

Effective October 2016, plastic certification cards are no longer issued.

When you submit your exam attempt, a message will appear on the screen within a few seconds, stating that you have passed or that you did not pass the test. If you passed, you will be able get proof of your certification right away.

Proof of your certification is also saved to the Personal Information and Completion Status pages of your SMART Programs account (sign in and follow the on-screen instructions to see it). Print a copy of your card or save an image of it to your mobile device/phone.

You must provide proof of your certification to your employer within 30 days of your employment start date and after you recertify. Workers providing liquor service or security at a Commercial Public Resale Special Event must be certified before the first date of the event.

Licensee staff must provide proof of certification at the request of an AGLC Inspector. Failure to present proof of ProServe certification (card, Personal Information page, image or photo saved to your mobile device/phone) may result in disciplinary action.

If you can't access your account, please contact us. If you can't remember your password, click here to retrieve it.

Note: If you would like to order a plastic card, a $10.50/card (includes GST) fee will apply. Click here to order a card.

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

Effective October 2016, plastic certification cards are no longer issued.

Proof of your certification is saved to the Personal Information and Completion Status pages of your SMART Programs account (sign in and follow the on-screen instructions to see it). Print a copy of your card or save an image of it to your mobile device/phone.

If you can't access your account, please contact us. If you can't remember your password, click here to retrieve it.

You must provide proof of your certification to your employer within 30 days of your employment start date and after you recertify. Workers providing liquor service or security at a Commercial Public Resale Special Event require their certification as of the first date of their event. You must be able to show proof of your certification when you're on shift.

Note: If you would like to order a plastic certification card, a $10.50/card (includes GST) fee will apply. Click here to order a card.

5. What is this? QR codeHow is it used?

The image on your SMART certification card is a QR (Quick Response) code. It is a two-dimensional barcode that includes information arranged in a simple black and white pattern. It can be read by an imaging device (i.e., a mobile device with a camera and QR code reader). After the code has been scanned, the QR reader changes the code to open a mobile URL, place a phone call or show information.

The QR code on your SMART certification card includes information about your certification, which can be read by AGLC inspectors and administrators of the SMART Programs only.

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 certification 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 (5) 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 can't access your account, please contact us. If you can't remember your password, click here to retrieve it.

Register for and complete the program, all exercises, unit tests, questionnaire and pass the exam (click here for a step-by-step guide). Workers must recertify expiring certification before the expiration date on their certificate(s). There is no "grace period". Uncertified workers leave the licensee at risk for a penalty (warning, fine, licence suspension or termination).

After you've recertified, you can get proof of your certification right away. Proof of your certification is also saved to the Personal Information and Completion Status pages of your SMART Programs account (sign in and follow the on-screen instructions to see it). Print a copy of your card or save an image of it to your mobile device/phone.

You must provide proof of your certification to your employer after you recertify.

Licensee staff must provide proof of ProServe certification at the request of an AGLC inspector. Failure to present proof of ProServe certification may result in disciplinary action.

Note: Effective October 2016, plastic certification cards are no longer issued. If you would like to order a plastic card, a $10.50/card (includes GST) fee will apply. Click here to order a card.

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.