Help Desk & Support Center

What is the Extending English as a Foreign Language course?

This course is a special English language program designed to help you learn important ESP and other job-related language skills.

What are “Certificates”?

Certificates are awarded automatically when a student completes any module with a grade of 85% or higher. Note: Sometimes teachers will disable or delay certificates for any number of reasons. In that case you will need to contact them and get the exact reason.

What are “Modules”?

A Module is a just group of Units organized by subject.

What are “Units”?

A Unit is just a collection of Activities organized by theme.

What are “Activities”?

An Activity is an interactive lesson where you learn and practice new vocabulary. Some are grades and some are. pass/fail.

What are "Vocabulary Terms"?

Vocabulary Terms are the building blocks of activities and units. They are just important "words, phrases, and concepts" in the area you are studying.

Can I change my Account type from Student to Teacher or Vice-Versa?

No sorry, but you can just delete your account and create a new one.

Does this course teach USA English or UK English?

All pronunciations of key terms are given in both USA and UK English. Spelling, grammar and usage is either UK or USA English depending on the unit author. We are planning to have all spelling in both USA and UK variants by the end of 2023.

What pronunciations are available?

All pronunciations of key terms are given in both USA and UK English. We are planning to add more popular dialects soon including Irish, Australian, and Indian.

I lost my password. Help!

Any user can reset their password by using the "lost password" link on the Login Page, provided that they still have access to their email account. If you don't get any email, please check your spam folder.

How do I delete my Account?

Sign in to your account and select My Account -> My Profile from the top menu. Scroll to the bottom of the page. You will see a red button to delete your account. If you click this button, all your personal information will be erased and completely "forgotten" by our system. This is a GDPR-compliant solution which cannot be undone.Thanks for trying us out... and sorry to see you go!

How does this course work?

Students begin by choosing a Unit from the Main Menu and completing the activities. It is probably best to do the activities in order — starting with the Vocabulary Activity and ending with the Writing Activity.

What is the Student TRIAL?

The Student TRIAL is what you get for FREE when you register as a Student. It gives you access to two full units with no teacher.

How do I join a classroom?

If your teacher gave you a Class Key you can enter it on the Join Classroom page. If you don't have a teacher you can buy a SOLO Edition license.

I don't want a teacher! How can I study by myself?

Good news. The SOLO Edition will allow you to take the program by yourself without a teacher. Visit the Shop for more details.

How do I get certified as a Classroom Student?

You will earn a downloadable Certificate of Completion when you complete an entire module of units with an average grade of 85% or higher. Note that some teachers may disable or delay the certificates. If you are unsure please email them.

I finished the course! Where is my certificate?

You can download your Certificate of Completion from the bottom of the main page (when you login) or else on your profile page.

What is the Teacher DEMO?

The Teacher DEMO allows FREE access to a limited number of full units for you and your students. There is no time limit or expiration. We do this so you know exactly what you are getting before you subscribe to our service. ☺

What are “Classrooms”?

Classrooms are the way you organize and manage your student groups. All settings can be applied for each Classroom individually, which enables a custom experience depending on the specific needs of the group. These customizations include:

Enable or Disable main features such as Classroom Wall, Student Visibility, Certificates, and more.
Custom learning paths where you decide which units and activities are shown to the students.
Adjust the Activity difficulty and toggle things like Help and Restarts.
Customize certificates with your custom text and school branding.

So you see, how you facilitate your lessons with our platform, is completely up to you. ☺

What are “Student Seats”?

Student Seats are the amounts of virtual “places” a Teacher receives to enrol Students, when subscribing to any Tier licence in each purchased Module. With an active licence, Students enrolled in a Classroom have instantly access to all content (if not otherwise restricted by the Teacher), with most Features enabled by default.When a licence expires, Students will only have access to restricted TRIAL content & no further progress is possible, until the subscription is renewed…

How do I enrol my Students in a Classroom?

We have three ways to enrol students

The easiest way to get students started is via "self-enrollment" with the Classroom Key , which is automatically generated for every new Classroom instance. You can view/modify the Classroom Key on the Classroom tab. Teachers should share the key with their Students, then the students simply need to register for a FREE student account, click JOIN CLASS and then enter the Classroom Key.
Another way is to use the Quick Add tool where you can add a single student by email address.
The final way is to use the Bulk Student Add tool where you use a spreadsheet to import multiple students.

How is the Teacher Editions different from the SOLO Edition?

The SOLO Edition is a special version of the program for students or industry professionals who either want to do the course without a teacher or just want to use it as a reference.

Help! My student's name is spelled wrong on the certificate!

To adjust the name on a Certificate simply go to the Profile page and change the student's name. The Certificate should update to reflect the changes.

How do I upgrade and downgrade?

If you have a monthly subscription, just cancel undesired one and start a new desired one at the end of the month. Or just email us and make us do it :D

If you have a yearly subscription with lots of time left on it, then you are better off just emailing us, because we can refund any unused portion and start a fresh yearly subscription.

Does my account data get deleted or lost if I upgrade/downgrade? Or if my subscription expires for any reason?

No. Nothing is erased.

We realize that teachers might not want to be subscribed all the time due to budget or a million other reasons. So we designed the system with that in mind. You can actually subscribe for one month, cancel for a few months or even years, and then come back. Everything will be as you left it. We never delete any classroom or student progress data unless the teacher or student asks us to. So as long as you use the same email address, you are fine. Or if you have a new email email address just write and let us know, so we can fix it.

Why isn't my student's unit complete, when they did all the activities?

Check the Classroom Settings page. If the "Grade lock" is Off, which is the default setting, then units should be marked complete when the student completes all visible activities.

However, if the "Grade Lock" has been turned On, then, in addition to completing all visible activities, the teacher must either "grade" or "dismiss" the Writing and/or Speaking activities.Then the unit should show as complete.

Why are Completed Units unaffected by new classroom settings, such as Teacher Grade Lock

Once a student has completed a unit, it will never become "incomplete". Even if the Classroom Settings change. So turning on/off features such as "Grade Lock" or "Custom Learning Path" or even changing an activity's difficulty will have no effect on "already completed units". Why? Because the student completed the unit before the classroom settings had been changed, and to take that away would be unfair.

What does the Grade Lock actually do then?

We originally developed "Grade Lock" for a school that was complaining... because their students were "rushing through the course" and getting their certificates before their Writing and Speaking activities had been graded. So all this setting is prevent that.

So in turn, the teacher must either "Dismiss" or "Grade" all activities in a timely manner or else the student will not see the completion.

What does 'Refresh Cache' feature actually do?

In the Classroom Student page, the chart of "completed units" shown s just a "chart". It's not the actual data in real time. The reason for this is complex, but sometimes the chart gets stuck, especially after the teacher changes Classroom Settings in the middle of an active class. Pressing the Refresh Cache button recalculates unit completion based on the current classroom settings. But it takes time and lots of server resources. Eventually we will remove this and just automatically recalculate things every night. But feel free to use this feature in the meantime.

What is the difference between Classroom and Module Certificates?

Classroom certificates are issued when a student is enrolled in a Classroom. How and when the certificate is issued is entirely up to the teacher. The options are "Automatic grant", "Manual grant", and "Disabled". These options are explained in more detail elsewhere.

Module certificates are issued when a student is NOT enrolled in any active classroom and has completed an entire content module. These certs are permanent once issued, even if a student joins or quits a classroom.

What is the true purpose of a Classoom?

Good question. A Classroom is more than just a handy "container for your students". Each and every Classroom can have it's own difficulty, certificate settings, and even curriculum. This is what makes them so powerful and important to master.

How do I manage my subscription?

Login to your account and click My Account -> My License. This will take you the Stripe Billing Portal where you can cancel/resume your subscription, change credit cards, addresses, and much more.

What happens when I pause/cancel my subscription?

When a subscription is paused/canceled the students cannot complete any new activities. But nothing actually gets erased. All progress is available including any issued certificates. If/when the subscription is resumed then everything is exactly the same as before it was paused/canceled.

What are “Licence Tiers”?

Tiers are the “Levels” of our Modules & Packages available. They come in the following “sizes”, with extra Features added in higher Tiers:Basic: 40 Student Seats & 2 ClassroomsAdvanced: 100 Student Seats & 5 ClassroomsPro+: 200 Student Seats & 10 Classrooms

How do I get receipts?

Receipts should be automatically emailed out after each transaction. But if you need another just visit the Customer Portal or email us.

What is Extending English as a Foreign Language Solo Edition?

The SOLO Edition is a special version of this program that does not require a teacher in order to complete it.

How long will it take to finish the course?

Each unit takes about an hour to to complete. Of course it can take longer if your level of English is lower.

How is the SOLO Edition different from other versions?

The other versions are made for teachers, schools, or enterprise customers. They are more expensive and include many student seats and a virtual classroom tool.

How do I get certified with the SOLO Ediiton?

You will earn a downloadable Certificate of Completion when you complete an entire module of units with an average grade of 85% or higher. You can try as many times as you like while your license is valid.

How long is my license valid for?

Solo license last typically for one year and renew until you cancel. You can see your license details my clicking on My License link under your account.

I have question you didn't answer!

Please contact us and we will add it to FAQ as soon as possible.

What is the Enterprise Edition?

The Enterprise Edition is the most feature-rich version of the program you can currently buy. It's like having your own online school without any of the cost or time of custom development. Contact us for more details. Features:

Your logo and site branding (web site & certificates)
Custom domain or subdomain (e.g. learn.yourdomain.com)
Enhanced admin panels
Prioritized support

What other FAQs are relevant for Enterprise customers?

You should be familiar with the Student and Teacher FAQs as well. We don't cover those topics to avoid repetition.

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