Technical FAQs


Emails from The Beryl Institute end up in my SPAM folder. What do I do?

Try these steps to ensure that you receive our emails:

  1. Make sure that we have your correct email address. Confirm that we have the most up-to-date address by logging into your membership and reviewing your member profile.

    Not a member? You can reach out to us at:

  2. Add our email address to your address book or trusted sender list. Our emails come from or

  3. If after the first two steps, you are still not receiving our emails, you will need to contact your IT Department and ask them to whitelist our IP addresses, provided below:

If you have any questions, please contact us at

*Upon installation of your Membership, it is a good idea to greenlight several email addresses and IPs from the Institute. For example, PX Connect, our online networking platform, has a separate email domain ( that needs to be green lighted to avoid your system marking incoming messages, digests and replies as SPAM.


"What if I've forgotten my username or password?"

What if I've forgotten my username or password?

To reset your password, click on the “Forgot your password?” text below the login screen (see screenshot). Upon submitting a valid email address, an email will be sent to the address associated with your profile. The email will contain a link back to our website which will allow you to reset your password. You may need to check your email program’s SPAM filter as this “Reset Password” email may be treated as SPAM. Password reset email links expire after 24 hours. If you have forgotten your username all together, or just need further assistance, please contact us directly at

I’m a member and am being asked to pay for a resource. Why is that?

While membership with The Beryl Institute grants you access to a wide variety of complimentary patient experience content, webinars, communities, online discussion boards and networking opportunities, it does not include additional learning experiences like certification programs or conferences. However, these resources are available to members at a significant discount. To see a full list of what’s included in your membership, please access the Membership Overview web- page. If you feel you are being asked to purchase a resource within the scope of Membership, please verify you are logged into your account. For further assistance, contact us at

Am I able to see who at my organization also has an account?

Your Manager of Community Experience at The Beryl Institute can provide this information upon request. They can also provide data points such as date of last login, resources accessed and PX Connect activity.

I know my organization is a member. What is the best way to create an account for me under our organizational membership?

The easiest way to make your own “subaccount” beneath your organization’s Membership is to access your company’s custom “How to Register 1 Pager”. This PDF contains a link and steps to guide you through creating an account associated with organizational membership. If this does not sound familiar to you, please contact your Manager of Community Experience, or email us at

I think I am logged into my account at The Beryl Institute, but how can I make sure?

Please navigate to the top of The Beryl Institute homepage to verify you are logged in. If you are signed in, you will see a “Logout” option.


Can I access The Beryl Institute materials while on a VPN?

No, accessing any of The Beryl Institute’s materials require you to be connected to a network, with no pop-ups blocked. Please deactivate your VPN before attempting to log into the Beryl Institute Portal, or else you will not be able to view tables, filtering options, etc.


I am trying to verify my PXE credits I have earned, but I can’t find where to do that on The Beryl Institute website.

Verification of PXE credits and all inquiries related to earning professional certification in patient experience (CPXP) can be found at our sister organization, Patient Experience Institute (PXI) using the username and password for your PXI account. If you are interested in educational resources to assist you in preparing for a CPXP designation, please explore The Beryl Institute’s Body of Knowledge and Certificate Programs.

How do I find resources that count towards PXE credits?

To find resources that count towards PXE credits, click on the “Resources” tab on our website and choose “Search by Type” from the drop-down menu. On the left hand side, you’ll notice a number of filters. Scroll down to the very bottom and select the “PXE Credit Available” box to see all webinars eligible for PXE credits.