Admin Help Centre

Payments

Where can I find my plan details, including the billing invoice?

Can I pay ahead of my contract subscription renewal?

What happens if I miss a payment in a payment plan?

Your account will immediately be put on hold and your learners will not be able to have access to their courses and/or programs until the payment has occurred. If a payment is not made within 14 days, your plan will be cancelled, but progress will be maintained. If an employee(s) decides to purchase their courses/programs in full personally, their progress will be restored.

Please note that payment plans are currently only available through etransfer or quarterly invoicing.

Refunds

How to cancel my subscription, and can I cancel my subscription mid-year?

All of our Team plans are yearly contracts. After the 14-day money back guarantee period, we are unable to refund or cancel your contract. If you cancel your subscription after the 14-day initial period, your renewal will be cancelled, but your team will still have access until the renewal date.

To cancel your subscription, please go to your group management dashboard and click on the ‘Subscription’ icon at the top. You will be taken to a page where you can find your receipts, and see the option to cancel all subscriptions related to your order (all seats purchased).

What happens to all learner progress if we request a refund within the 14-day money-back guarantee period?

Plan Management

How do I add more licenses to my plan?

Simply click ‘Add seats’ at the top of your group management dashboard and checkout with the number of seats you require. You will then be able to invite new learners.

You can add new seats at any time. Please note that we currently cannot prorate seats to renew on your initial purchase date. Instead, all seats added during your plan will renew on the anniversary date of each separate subscription order.

Are licenses transferable?

Yes, you are able to remove deactivated users and replace them with new users through your group management dashboard simply by clicking on the checkbox beside their name –> ‘remove user’ –> add in the new user.

All progress will be removed from the group management dashboard, but can be transferred to their personal account should they wish to purchase the course or program in full at which point their progress will be restored.

Can I add a new Team Leader and/or replace one?

What happens to my learners’ progress and certificates once the plan is canceled?

What happens to the admin portal once the plan expires?

After your plan expires, your group management dashboard will become unavailable and you won’t be able to retrieve any information about your learners or your learning program. We recommend you download all the reports to obtain learner engagement data before the expiration date.

Please note that your plan will go into draft mode and can be retrieved with no data loss if the plan is purchased again.

Inviting Learners & Learning Programs

How do I invite my learners to join?

Simply head to your group management dashboard and add your users. You can add one user, multiple users, or upload a .csv file of users. Once your users have been added, you can email them the password that you chose at that step. Each user will then be sent an email with a link to sign in, using the password that you provide (this will be added to their email). Once they have signed in, they simply head to their account (student dashboard), and they will find all of the courses, programs, and webinars included in your subscription.

How do I send a message to my learners?

How do I suggest courses/programs/webinars for my learners to take?

How do I track user progress?

Can I use the certificate received from my work for both work and my regulatory body for CEUs/PDAs?

Admin Help Centre

Payments

Refunds

Plan Management

Inviting Learners & Learning Programs

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