CUSTOMER SUPPORT

You can easily change your schedule right now if you received your schedule recently, or during the first 4 weeks of the semester by clicking here.
Otherwise, you can contact the Customer Care Team by opening a ticket at the bottom of this page.

Every class has its own pace and its own dynamic between the teacher and students and therefore a different pace. That’s why it’s recommended not to change the time of the class for a single week, but rather watch the lesson on the Course page.

The time zone that is used in the Course page is updated according to your local time zone. If the time zone is not updated correctly, please let us know by opening a ticket at the bottom of this page.

You can find the vacation schedule for your course on the Course page.

Since we update the schedules according to DST all over the world, there may be permanent or temporary changes to the time of your class. Information about the changes will appear under the Schedule tab on your Course page.

The After School Hour is an extra hour, where you can ask questions and practice what you’ve studied in the main lesson. The After School Hour is open for all of the students at your level, so it’s recommended to be active and come with questions relevant to that class. You can find the schedule for this hour under the schedule tab in the Course Page (Those classes are recorded as well).

If your class starts in more than 2 weeks, the schedule might not have been finalized yet, as we still have students signing up to the classes. Two weeks before the class starts, the complete schedule will be emailed to you for confirmation and will appear in the Course page as well.

You can contact the teacher by email and send your preferred times to have a lesson.

Yes, you can contact the Customer Care team by opening a ticket at the bottom of this page and ask for a recording of a different class/level with the same/different teacher. The recordings will be available to you for a week so you can if that class suits you.

No, you don’t have to do a level test before class starts. If you are a beginner, there is no need. If you are assigned to a higher level – you can check to make sure it’s right for you, but that’s not mandatory. You can also change the class after the course starts.

You can update your address in your Student Profile.

We send packages through International Registered Air Mail, and in every country and region, it’s handled by a different company/post office. It will most likely be processed by the largest post office, such as USPS in the States

The estimated delivery time is between 10 and 20 business days.

If you would like to hear more about our learning accessories, you can contact the Customer Care Team by opening a ticket at the bottom of this page, or you can visit our Online Store.

Attending most of the lessons is recommended, however, all classes are recorded and you can always catch up with those on the Course page.

According to our terms, if you can’t attend a private lesson and you notify the instructor at least 12 hours in advance, the lesson won’t be deducted from your private lessons package.

You may contact your teacher by clicking on their name at the top of the relevant Course page.

We recommend catching up on missed classes through the convenient recordings feature available to our students, simply by selecting the “Recordings” tab in the relevant Course page. If you feel you need to restart your course, contact us by opening a ticket at the bottom of this page and we will gladly assist with re-enrollment.

The recorded lessons of your classes are available to you for one year after the semester ends, on the Course page.

Class recordings are usually available within 2 hours.

Our system starts recording the classroom before its scheduled time.  Don’t worry if you see the following message on the screen: “There is no content to view at the moment…”! It means that the recording has started before the lesson, so just fast-forward until you see the lesson presentation.

The recordings are uploaded approximately 2 hours after the end of the lesson, under the Recordings tab in the Course page.

First, plug in your headset and put it on, then go to the Audio menu on top -> “Computer Audio Settings”. The audio test window is divided into 2 parts –

Speaker test:
– Select the correct device from the list and then click TEST to listen to an audio clip and adjust the volume to suit you.

Microphone test:
– Select the correct device from the list, speak into your microphone and check to see there is movement on the bottom volume scale.

Make sure your headset is properly plugged in. Unplug it, then plug it back in.

Still can’t hear? Leave the voice conference by closing Webex and entering again.
If the audio conference does not start automatically, click on “Connect to Audio” in the Quick Start tab, or by going into Audio->Integrated Voice Conference->Join Conference and make sure to select the correct device in the Computer Audio Settings.

First, plug in your headset and put it on. Once you join a session in Zoom, a “testing speaker” screen will automatically appear to confirm your device and if you can hear the tone.

After that, you will be requested to select and test the correct microphone.

Make sure your headset is properly plugged in. Unplug it, then plug it back in.

Still can’t hear? Close the software and join again, make sure the correct audio device is selected in the Settings.

You can find details about your payment plan in the Billing tab. In order to change it, you can contact our Customer Care team by opening a ticket at the bottom of this page.

You can find the full details for your course’s Terms and Conditions by clicking in “Contract Details” in the Billing tab. If you have any difficulty at all we would like to hear about it – let us know and we will do our utmost to find a convenient solution for you.

You can find the receipts & invoices for any of your purchases by clicking on the icons in the Billing tab below the relevant course names or study material purchases.
Specific course payment receipts can be found in the ‘My Payments’ section