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 what the SMART Programs training requirements are to work in Alberta's liquor, gaming and cannabis industries.

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

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.
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. 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@goodcall.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, not 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@goodcall.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.

FAQs about the A Good Call program or program materials

1. How much does the A Good Call program cost?

There is no charge to take the A Good Call program.

2. Can I buy an A Good Call manual?

No. After you're certified, the program's content can be reviewed until 60 days before your certificate expires. Sign into your account to see it.

3. Can I print the A Good Call program from your website?

No. Program content belongs to AGLC and is protected by copyright. Material may not be reproduced, in whole or in part, without the written consent of AGLC.

4. I want to use some of the information in the A Good Call 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. Program content belongs to AGLC and is protected by copyright. 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 learners' 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 registered for the A Good Call online program, but now I can't find it. Where is it?

Sign in to your online 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 2: View Course.

You must successfully complete your program within 30 days of the date and time of registration.

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 registered for the program, click on the Register button. Follow the on-screen instructions to add it to your account. 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 2: 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 3: Take Exam.

You must successfully complete your program within 30 days of the date and time of registration.

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

You must successfully complete your program within 30 days of the date and time of registration. Check the Online Training page of your SMART Programs account to see when your program access ends.

Incomplete programs 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. Your program access ends after the 30th day.

The online exam is timed. The clock cannot be stopped once the exam begins. If you accidentally close the test window, you can reopen it if the time limit has not expired. Completing the test in a single sitting is recommended.

6. Can I review the program before I take the test?

Yes, you can! Sign in to your account. Click on Program Options from the menu bar. Choose Online Training, and then click on STEP 2: View Course. Click on the Contents button to get to the section(s) 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) 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. Where is it?

Sign in to your account at smartprograms.aglc.ca. If you don't remember your password, retrieve it here.

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 3: 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 15 questions. You have 30 minutes to complete it.

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

If you accidentally close the test window, you can reopen it if the time limit has not expired.

4. Does the test need to be supervised?

No. This program is designed so learners can get certified without the assistance of a third party. The test is a closed book exam. Use of resources or supporting materials is not permitted.

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 passed or did not pass the test.

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

If you did not pass, check the Completion Status page of your account to find out which section(s) 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% (at least 12 correct answers out of 15 questions) or higher is required to pass.

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

Yes, you can! You have 5 attempts to pass the final exam. You may take the test again, but reviewing the program topics first is recommended.

To see your test attempt details, 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 need more review. Look through them before trying the exam again.

SMART Programs cannot provide feedback on specific test questions.

Please note, a test attempt may result in a Fail score if the Internet connection was suddenly interrupted or dropped while the exam is in progress. Contact SMART Programs to restore any lost test attempts.

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

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 need more review. Look through them before trying 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 learner.

SMART Programs' staff and AGLC Inspectors have access to this information to administer the programs, confirm program completion and enforce Alberta laws and AGLC's policies.

AGLC cannot share information with third parties without the learner's consent. For more information, see the Privacy Statement page. To protect your account and information, do not share your sign in credentials 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 certificate 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

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

2. Can I get my certificate after I pass the test?

Yes, you can! Proof of certification is saved to your SMART Programs account for 5 years from the date of certification.

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

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

Licensee staff must provide proof of A Good Call certification at the request of an AGLC Inspector. Certificates issued by other provincial training programs are not accepted.

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

SMART Programs no longer issues plastic certification cards. Proof of certification is saved to your SMART Programs account for 5 years from the date of certification.

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.

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. 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 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 certificates are valid for 5 years from the date of issue.

Workers must renew expiring certification before the expiration date on their certificate if they are still working in a position where the certification is required.

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.