Frequently Asked Questions
Table of Contents
1. Users registered before 1-11-2021
If you enrolled for one of our courses on the old classroomeducation.teachable.com platform before 1 November 2021, access your course/s from the Legacy Courses link (found at the bottom of each page). However, you are welcome to write to us (using the original email address you used to sign up with), and we will manually enrol you for the same course on our new, better platform for free. You will now have lifetime access to your course/s instead of the original three years.
2. Where do I log in, register for the site, or access the shopping cart and checkout pages?
On desktops, click on the orange button, titled My Account, in the top right corner.
On mobile devices click on the green “burger menu” in the top right corner. The main menu will open. Look for the orange button, titled My Account. Click or press on it. Please see the image.
3. How can I pay and is it secure?
Yes, our payment systems are safe and secure. We use PayPal as our payment provider. You do not need a PayPal account. You can pay with most major Credit and Debit cards, including Visa, MasterCard, Discover, American Express, and more. You can also pay with your PayPal account. Our prices are in US Dollar. We do not store any sensitive bank card details on our servers. Please make sure that you have the card holder’s full permission to pay for the course.
4. Can I get a refund?
Unfortunately not. All the products on our website are digital, and therefore no refunds will be allowed.
5. Are my details safe?
6. Can I view my course on a mobile phone?
Yes! Our website and courses are responsive and will work on most mobile devices. However, the best user experience will be on a desktop, laptop or modern tablet.
7. How long do I have access to my course/s?
When you buy a single course (enrol in a specific programme), you have unlimited access for as long as you like and academic email support for three years. When you subscribe* for a bundle of courses in a phase (on a month-by-month, six months or annual subscription), you will have access to the material and academic email support for as long as your subscription lasts. *We will introduce subscription plans from 2023.
8. Academic email support
We endeavour to answer all relevant academic-related questions. We assist students in both English and Afrikaans. Email support’s purpose is not to complete tasks and assignments on your behalf. We guide students to understand topics better and help when they are stuck.
9. Username, Display name and First and Last name
When you register on our platform, you will have to choose a username. Please take note: Usernames are permanent and can never be changed. Please choose your username wisely and keep it in a safe place. You can either use your username or email address to log in. Please see paragraph 13.1 and its image below.
Your Display name is different from your username. It can be found and changed on the My Account page, under the My Details tab. Please see paragraph 13.2 below. Your display name show when you comment on a blog post or leave reviews.
Your First and Last name is displayed on your certificates of completion. It can also be found and changed on the My Account page, under the My Details tab.
To receive a certificate of completion for each completed course, you must click the Mark Complete button at the top of every lesson. This button is at the top of each lesson, near the right. Download links for certificates will be at the bottom of your My Account page. Please see paragraph 8.2 above.
11. Name and surname on certificates
Remember, the First name and Last name fields (can be found on the My Account page, under the My Details tab) is the same name and surname to be displayed on your certificates when you complete a course. Please fill in your name and surname as you would like to see them on the certificate.
12. On how many devices can I be logged in simultaneously?
You can be logged in to our website on two (2) devices or browsers simultaneously, for example, two desktop computers, a desktop computer and a mobile device or two mobile devices. If you try to log into a third device or browser, you will automatically be logged out from your previous sessions.
13. Site navigation
13.1. My Account: General overview when logged out
The My Account page is from where you can access the Cart and Checkout pages, register a new account, log in or log out, and access your enrolled courses and general account information. Click on the pink hotspot buttons to read more.
Access Cart & Checkout pages
Login to your account
Register new account
13.2. My Account: Logged in
When logged in to the My Account page, you will notice five colourful icons. Click on the My Details tab to change your general account information, as well as your password. Click on the My Courses icon to see your enrolled courses. You can also access any course from there by clicking on it. The same applies to the My Addresses and My Orders tabs. Click on the pink hotspot buttons to read more.
Click to access your course info
Click on Course to access
Access your Certificates
13.3. Single Course navigation
When you click on any course from the Courses page, it will open the individual course’s page. You can read more about the course, see the course content, watch free sample lessons and click on the green, Take this Course button to enrol (buy the course). Click on the pink hotspot buttons to read more.
Click to watch course overview video
Click to enrol (buy) the course
Click to watch a free lesson
Scroll down to see full course
13.4. Course lesson navigation on a desktop or tablet
When you have an individual course opened and you click on any lesson, you will be taken to that lesson environment. The interface will look more or less the same whether you are using a desktop computer or a tablet. It will look a bit different when using a mobile phone. Please see paragraph 13.5 below. Click on the pink hotspot buttons to read more.
Click logo for Home
Name access menu
Click to complete for certificate
Lesson navigation menu
13.5. Course lesson navigation on a mobile phone
When using a mobile phone the lesson interface is a bit more compact. Our ClassroomEducation logo is not visible in the top left corner anymore. It is replaced with a “course burger menu.” Click on this burger menu. The specific course’s navigation menu will slide in from the left. Scroll down to search for the lesson you would like to watch and click on it. To get out of this lesson environment, click on the “course burger menu” and the course’s name at the top. This will take you to that course’s main page. Once there, all other pages can be accessed as normal. Click on the pink hotspot buttons to read more.
Lesson navigation burger menu
Click to watch lesson
Click name to return to main course page
Click to close
Use lesson navigation as normal
14. Login issues
14.1. Re-enter Login Credentials
If you receive an “invalid email or password” error message when attempting to log in, ensure that you’re using the same login credentials you set when you signed up or purchased your course. Check for any spelling errors in the email address or password.
14.2. Try an alternative Email Address
Check your email inboxes for sign up confirmations or purchase receipts to help determine which email address is associated with your account.
14.3. Check for Multiple Accounts
Sometimes, students are not aware that they have created multiple accounts, using different email addresses. If you are able to successfully login but are unable to locate or access your course, then you may have multiple accounts. Since you’ll only be able to access your course by logging into the account that was used to purchase or enrol in the course, ensure that you are logging into the correct account. If you’re unsure if you’ve created multiple accounts, contact us.
14.4. Reset Your Password
You may be experiencing login issues due to an outdated or invalid password, in which case you may wish to reset your password entirely. To reset your password, complete the following steps:
- Go to My Account, under the Login section, click Lost your password?
- Enter your email address into the Email Address field and then click Reset password.
- If you have an account with us, you’ll receive a notification indicating that reset instructions have been sent to the email address you specified.
- Be sure to check your spam or promotions folders if you do not see the reset password email in your inbox.
- If you do not have an account in the School associated with that email address, you’ll receive an error message that indicates that your email address is not associated with an account in the School.
- If you do not have an account in this School, this indicates that you used another email address to register for the School. If you believe this to be an error, please contact us directly.
14.5. Try an Alternative Browser or Device
We recommend using the most up-to-date versions of Google Chrome or Mozilla Firefox to log in and access your course. If you are using an alternative browser, try logging in to your course using one of these recommended browsers.
If you are still unable to log in, try using a different device. For example, if you are using a mobile device (e.g. iPhone, iPad, tablet, etc.), try switching to a desktop computer or laptop.
14.6. Clear Your Cache
Many login issues are browser-related, which is why we recommend that you clear your browser’s cache if you experience issues logging in to your course. When you browse websites online, web browsers store, or “cache,” website data (like images and scripts) as a way to improve your experience. Clearing your web browser’s cache removes these stored assets, and this may help resolve issues with logging in to your course.
15. Can I advertise on your website?
Yes, we do allow advertisements on our website. Please check our Advertisements page for more information.
16. I am stuck. Help!
If you are ever stuck somewhere on our website, click on our logo in the top left corner, and you will go back to the Home page. The only time that our logo is not visible is when you are on a mobile phone and are busy accessing a course’s lessons (please see 13.5 above). Then you will see a “course burger menu” in the top left corner. Click on this burger menu. The specific course’s navigation menu will slide in from the left. You must click on the course’s name at the top, and it will take you to that course’s main page. From here, all other pages can be accessed again. If you need any further assistance, please contact us at firstname.lastname@example.org.
Last updated, February 10, 2022.