Frequently Asked Questions

Below are some frequently asked questions (FAQs) about the SMART Programs. If the answer to your question isn't here, check the About or SMART Programs Training Requirements pages or contact us.

General FAQs

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

See the SMART Programs training requirements page for information on the certifications required to work in the liquor, gaming and cannabis industries.

All SMART certifications are valid for five (5) years from the date of certification. You may need more than one SMART Programs certificate for the work you do.

More information about the 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 SMART Programs to get help accessing your account. Toll-free in Alberta, call 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?
  • Check the Spam, Junk, Bulk or All Mail folders of your email account.
  • Allow additional time to receive the message. Contact us if you don't receive it within 12 hours.
  • Purchase receipts are saved to the Order History page of your SMART Programs account. Sign in to see them.
3. I forgot my password. How can I sign into my account?

Click on the "Forgot Your Password?" hyperlink on the Sign In page to retrieve your password. Follow the on-screen instructions. If you don't remember the email address assigned to your account, please contact us.

4. How do I create an account?

Visit smartprograms.aglc.ca and click on Create Account. 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. Then, click on the Submit button.

5. What is a Registered Gaming Worker number?

If you are a registered gaming worker at a licensed facility, see the AGLC-issued approval letter for your number.

Registered gaming worker positions are:

  • 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 RGW field on your account 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, except the Name and Date of Birth fields. Sign in to your account to update your information. Click on the [Edit] hyperlink beside the information you want to change, update and save your changes.

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. Include your date of birth with your request. SMART Programs will make the update for you.

Please use a personal email address on your account. Do not use one that belongs to someone else or an organization. Free email accounts are available from Gmail, Yahoo!, iCloud, Microsoft and other providers.

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?

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. Include your date of birth with your request. SMART Programs will make the update for you.

FAQs about the ProServe program or program materials

1. How much does the ProServe program cost?

The online program fee is $26.25, which includes GST. Activation ticket purchases are also $26.25/ticket. There is no discount for bulk purchases.

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

Pay online with Visa or MasterCard (credit or debit), or American Express.

Money orders, payable to AGLC, can be mailed to our Head Office. Your purchase will be completed upon receipt of payment. Do not send cash in the mail.

Debit and cash payments can be made in person at any AGLC satellite office. Please note, reception staff are not able to make change.

3. Can I buy a ProServe manual?

No. Once you're ProServe-certified, the information in the program can be reviewed until 60 days before your certification expires. Sign into your account to see it. If you've already signed in, click here.

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

No. ProServe program content belongs to 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 AGLC.

5. I want to use some of the information in the ProServe program where I work, 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 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 AGLC.

FAQs about starting your online program

1. What are the minimum system requirements?
  • Operating system: Windows XP or newer or Mac OS 10.3 and newer
  • Browser: Internet Explorer (IE) 9, Mozilla Firefox 12, Google Chrome 18, Safari 5, Edge v.87, Opera v.72 and newer
  • Adobe Acrobat Reader, free download

Sound card, speakers and a stable, high-speed Internet connection are recommended.

Note: Security settings and/or other restrictions placed on public or work place computers or mobile devices may restrict users' access to some program or exam content, or limit some functions on the SMART Programs' websites. Contact the IT professional at your place of work for assistance, or use a computer or 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.

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.

You must successfully complete your program within 30 days of the date and time your purchase is approved.

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.

  • 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 must successfully complete your program within 30 days of the date and time your purchase is approved.

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 of registration or approved purchase of the online program to complete all program requirements and pass the exam. Check the Online Training page of your SMART Programs account to see when your program access ends.

If you have not completed all program requirements and passed the exam by that date and time, the program will be dropped from your account. Previously completed work will not be saved.

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 from the date and time of registration or approved purchase of the online program. Your access to the online program ends after the 30th day.

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.

SMART Programs 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 to recall your password.

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 the test questions carefully to be sure you understand what each one asks. Then read 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?

After submitting your exam attempt, a message will appear on the screen, stating that you have passed or that you did not pass the test.

If you passed, you can get proof of your certification right away.

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 look through these sections before you try the exam again.

A score of 80% or higher (at least 28 correct answers out of 35 questions) is required to pass.

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. Look through these sections before you try the exam again.

SMART Programs 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 SMART Programs 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.

SMART Programs 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, AGLC cannot share information with third parties without the user's consent. Licensees can check staff's certifications and expiry dates. 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.

FAQs about your certification

1. What is proof of certification?

Licensee staff must provide proof of certification at the request of an AGLC Inspector.

Proof of certification includes:

  • paper printed certification card that has a QR code
  • a plastic card that does not have a QR code or
  • clear images of either of the above (i.e., image, photograph or screen shot) saved to the staff member's mobile device/phone

Proof of your certification is saved to your SMART Programs account for 5 years from the date of certification.

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

Yes, you can! Proof of your certification is saved to your SMART Programs account for 5 years from the date you were certified. Licensee staff must provide proof of certification at the request of an AGLC Inspector.

3. How do I show that I'm certified?

Proof of your certification is saved to your SMART Programs account for 5 years from the date you were certified. Licensee staff must provide proof of certification at the request of an AGLC Inspector.

If your responsible liquor service certificate was issued by another Canadian jurisdiction within the last 5 years, you can apply to have it recognized in Alberta.

Certificates issued by other provincial training programs are not accepted by AGLC Inspectors.

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

SMART Programs no longer issues plastic certification cards, but proof of your certification is saved to your SMART Programs account for 5 years from the date you were certified.

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

The image on your SMART certification 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, such as 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 includes information about your certification, which can be read only by AGLC inspectors and administrators of the SMART Programs.

FAQs about recognizing certification acquired in another province

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

If your responsible liquor service certificate was issued by another Canadian jurisdiction within the last 5 years, you can apply to have it recognized in Alberta.

Certificates issued by other training programs are not accepted by AGLC Inspectors.

Equivalency will not be granted for responsible liquor service certification that was issued more than 5 years ago, and certification issued outside of Canada will not be recognized. Equivalency is not granted for any other SMART Program at this time.

To find out if your ProServe certificate is recognized in another province, contact that province's program administrators.

Note: Legislation and policies are different in every province. Licensees are responsible for ensuring that their workers understand and follow all Alberta laws and policies that affect the work they do.

FAQs about recertification

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

Yes, all SMART Programs' certifications are valid for 5 years from the date of issue.

Workers must renew expiring certification before the expiration date on their certificate(s).

Upon renewal, proof of your certification is saved to your SMART Programs account for 5 years from the date you were certified. Licensee staff must provide proof of certification at the request of an AGLC Inspector.

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.

Responses to SMART Program inquires may be delayed and some customer service features may be unavailable due to the impact of the COVID-19 coronavirus.

Thank you for your patience and understanding.