Frequently Asked Questions

Frequently Asked Questions

Payments

What currency are payments processed in?

All payments are processed in US dollars.

Which Payment methods do you accept?

We support payments from Visa, MasterCard, American Express and PayPal.

Can I use gift credit cards?

Gift-Credit cards are accepted as long as they're affiliated with the traditional Payment methods we accept.

Is my personal data safe?

All user passwords are encrypted before being stored on our servers. We also implement mandatory SSL encryption.

How are passwords secured on your servers?

All user passwords are encrypted before being stored on our servers. We also implement mandatory SSL encryption when passwords are authenticated during the login handshake.

If I've already paid, but change my mind, will I get a refund?

Yes, you can get a refund up to and be including 14 days after paying for a course. Please click on "Open a support ticket" button in the FAQs and state your reasons for unenrolling from the course.

How do I update my billing information?

First, log into your account. Click on the gear icon in the top left to access your settings. Select "Subscription", then click the "Update billing information" button to change your details. Make sure you hit "Save" after.

What billing name will show up on my invoice and bank statements?

All payments will be made out to N.L.E. NonLinear Educating.

What does an example invoice look like?

Link to downloadable PDF

Example below

How can I rectify billing errors?

For inquiries regarding billing errors, please click on "Open a support ticket" in the FAQs. Please include as much detail as possible when describing the error.

I received this error code while processing a transaction. What does it mean?

Please click on "Open a support ticket" in the FAQs to report your error.

I missed a sale / promotion. Is it possible to get the discount after the sale has finished.

Promotions run for a limited time and are not valid after their expiry date.

Can I gift membership access to someone else?

We currently do not support gifting for downloads or subscriptions but we intend to add this feature in the near future.

Can someone else pay for me?

Sure. If you have the card or Paypal account holder's permission, you can pay with their credit card or Paypal account via our shopping cart.

Do we save your payment details?

All payments are processed through PayPal's secure payment network. We do not store nor have access to any of our users' payment information.

Account

I forgot my password. How do I reset it?

From the "Login Page" select the "forgot your password" link below the password field. You'll receive an email at the email address you used to sign up.

Can I change my login email?

To change your login email, please contact technical support by clicking on "Open a support ticket" in the FAQs.

Can I share my account with friends & family?

No, it's prohibited to share your account or login credentials.

How many computers can be logged into my account simultaneously?

Only two computers can be logged in at the same time.

What devices/browsers are supported?

Our platform has been built from the ground up using responsive design and should be accessible using all modern devices and browsers. However for the most reliable experience we recommend using the latest versions of Safari or Chrome.

Can I watch courses offline?

Yes!

The majority of our courses are available to be purchased individually for offline playback. To find out if the course you're interested in watching offline is available for download visit that courses "course page" from the platform and review the download matrix on the right side of the page. We've built custom applications for each course and distribute them through all major platforms. (iOS, Mac OS, Android, Windows).

Please note (course applications for the same course are currently sold separately so be sure to choose the right platform when purchasing as some stores look very similar!)

For more details on the functionality and benefits of downloading courses, explore the benefits of downloading FAQ topic.

What's the difference between subscriptions and downloads?

What's the difference between subscriptions and downloads?

Our streaming service gives users access to our full content library for the length of their subscription.

Downloading individual courses requires a one-time payment unique to the course of interest and is (currently) also unique to the type of device you wish to view the course on. Course Applications are currently available. iOS, MacOS, Windows and Android. Once a course is purchased, a user can watch the course videos offline indefinitely without any supplementary payments to N.L.E.

How often do you update your library?

macProVideo, AskVideo and Ask.Audio course libraries are updated monthly. Click here to subscribe to our newsletter to get the latest news on releases and promotions.

Note: Many of our partners have their own content update cycles. If you're not using either AskVideo, macProVideo or Ask.Audio please create a support ticket to answer any inquiries pertaining to your stores library content.

Open a support ticket

I received a notice saying that I was in breach of the terms and services?

The course content that we supply through our service is proprietary and is protected behind multiple levels of security. Some of these security measures actively search for malicious viewing habits. If your account has become flagged by one of our security systems it's most likely that you're account will be unable to connect to our service for a temporary period. If you believe that you've been wrongfully flagged please contact our support staff.

Open a support ticket

How can I access my order history?

Log into your account. Click on the gear icon on the top left of the page to access your settings panel. Then select "Order History". Here you'll gain access your processed orders. Click on the printer icon to print or save.

Can you provide me with invoices?

You can view and print invoices using the Order-History feature in your User settings panel. See "How can I access my order history?"

What is the difference between the monthly and yearly subscriptions?

Our monthly subscription option grants users access to our library on a month-to-month basis. The billing cycle begins and ends on the monthly anniversary of your first payment.

Our yearly subscription option grants users access to our library on a year-to-year basis. The billing cycle begins and ends on the yearly anniversary of your first payment.

Both subscription cycles are automatically renewed at the end of each term. Subscriptions can be cancelled at anytime but refunds can only be dispensed within 14 days of the most current payment.

The price of the monthly and yearly subscriptions can vary and can be subject to limited promotions. There is significant savings when opting for the yearly subscription compared to going month to month for a full year.

Note: You can always upgrade your subscription from monthly to yearly at anytime if you're inclined to test the service for a month before committing to a year.

How can I change between monthly and yearly subscription periods?

After logging into your account, access the user settings panel using the gears icon found on the top left of the platform next to your display name. Once in the settings panel, select "Subscription" from the list of available tabs.

The current status of your subscription will be indicated under the Library Pass title.

User-Settings -> Order-History

How do I cancel my library pass?

After logging into your account, access the user settings panel using the gears icon found on the top left of the platform next to your display name. Once in the settings panel, select "Library Pass" from the list of available tabs. From the subscription panel, click the "Cancel Automatic Renewal" button.

User-Settings -> Subscriptions

How do I update my billing information?

First log into your account. Click on the gear icon in the top left to access your settings. Select "Subscription", then click the "Update billing information" button to change your details. Make sure you hit "Save" after.

You seem to have multiple partners or instances of your platform. Are they all accessible using the same login credentials?

N.L.E. is partnered with a multitude of independent content providers with the aim of providing them with the best multiplatform video deployment system on the Internet. Each provider is independently responsible for the procurement and management of the content in their library and is also completely autonomous in setting the price and availability of their service. It should be assumed that your login credentials and access privileges are unique to each provider and unless distinctly stated otherwise, cross library access will be prohibited.

I'm a trainer and I'm interested in producing courses for your company. How do I get in contact with your publishing department?

Most of our trainers are veterans in the online education industry or are industry professionals in their applied field. Next to our customers, our trainers are the lifeblood of our business and we make great efforts to build relationships with the very best that the industry has to offer. It is our highest priority to continue to supply the best learning material to our customers to achieve this objective we will always be open minded when assessing new talent in the field. Submit our trainer request form, and if possible provide us with a private link of example footage of a course you've produced. All submissions will be reviewed.

Trainer Request forum.

Do you offer Non-Profit site licenses?

N.L.E is proud to support organizations that are dedicated to helping people, particularly those that help to empower youth by developing their software skills. We provide Free Access to our Online Tutorial library to Non-Profit Organizations that meet the following criteria:

Must be an accredited Non-Profit Organization or Charity.
Must help kids or the less advantaged through digital media education.

Must have a proven history of success.

Apply for sponsorship using our "Contact us" form and be sure to select sponsorship under the category selection panel.

Do you offer corporate licences?

Yes. Leveraging effective training can drastically improve your companies' efficiency and productivity. We offer advanced admin tools specifically designed to deploy and review training to large communities, as well as discounted rates for corporate partners at improves with scale to offer significant discounts.

Use our "Contact us" form and select corporate licencing under the category selection panel.

Do you offer Academic licences?

Yes. Our system is specifically designed not to compete with traditional teaching methods but to support and improve them. Use our system to cover the basics and promote independent learning freeing up teachers to focus on their expertise. Implementing hybrid-teaching methods can drastically improve comprehension and retention. We have a fast array of utilities and packages that can be customized for the needs and scale of your institution. Whether you're a private tutor or Dean of a large university we have the tools to take your program to the next level.

Use our "Contact us" form and select Academic Licencing under the category selection panel to book a private consultation.

Who can I contact for further help?

You can contact us for technical/LMS-related queries by clicking the "Open a support ticket" button in the FAQs; for general inquiries, select "Contact General Inquiries".

Platform

How do I change my profile picture?

First log into your account. On the top left of the page, click on the gear icon to access your settings. Enter "Your Profile Information" and select "Browse". Next, "Select your file" to select a picture from your device. Your picture must be 256 X 256 pixels in .jpg or .png format only.

What are the profile picture dimensions?

Your profile/avatar needs to be min. 256 x 256 pixels in .jpg or .png format.

How do I change my privacy settings?

Log in to your account and click on the gear icon to access the user settings panel. In the settings panel, scroll to the bottom of the page to adjust "Your Privacy Settings".

How can I find friends?

One of the strengths of our platform is its focus on community building and sharing. There are a multitude of ways to connect with other users but the simplest way to find a user that you know is to leverage the unified search field located on the left navigation bar denoted by the words "search". Unified search will query our Course database, list of trainers as well as regular users. Both Trainers and Users can be followed.

Another way to find friends is to review the Achievement Leaderboard, which is located under your personal profile page, which is accessible by clicking your profile name on the top left of the platform, then clicking on the Achievements Tab, on the right middle of the page.

What does it mean to follow someone?

If you've found someone, either a trainer or a user that you share common interests with, you can follow that person by clicking the follow button under their profile picture on their profile page. See the answer to "How can I find Friends?" for more information on all the ways to find people.

After clicking the follow button that user will be added to the "Following" tally under your profile. If you click the "Following" tally on your profile page you'll be brought to your "My Follows" page which contains a list of all the users and trainers that you're following. You can quickly access each users profile by clicking their name from the list.

On your profile page under the "Profile" tab you'll see a button called "Network Activity". If selected the "Network Activity" pane will display all the Platform activity of the users you're following. Examples include enrolled courses, newly earned achievements, completed quizzes etc.

How can I favourite or bookmark videos?

You can bookmark videos by clicking the ribbon icon found next to each video title in the outline. After clicking the ribbon icon it will change colour from a light grey to orange indicating that it has been bookmarked. Once bookmarked it will be added to the bookmark list which is available from the header navigation bar and is again denoted by a ribbon icon. If you click the ribbon icon you'll gain access to a drop down menu with your most recent bookmarks. For a full access to your bookmarks click the "My bookmarks" title.

What are Notes?

Notes is a handy feature to help you record your thoughts when watching a course so you can review key insights or questions at a later time. Each note includes a timestamp corresponding to the time during video playback when the note was initially generated. Because each note is timed stamped in this way you can very quickly return to the exact time you took the note by simply clicking on it.

Notes must be tagged to either a particular video or course allowing you to course grain the scope of each note. Notes can only be generated only while watching a course. To access the Note panel, while watching a video select the "Note tab from the right side bar. (if the side bar isn't visible click the left facing red arrow to reveal it). From the Notes tab, select category the note is for, either "This Video" or "This Course", write your note then press the return key to store it.
Notes can be deleted by hovering over the note in the Course list found below and selecting the trash can found by the right margin.

Notes can also be viewed from the course page under the "Notes" tab.

What is a "Playlist"?

Playlists are collections of tutorial videos that you or another user has created. Create a compilation of personal favourites, or maybe a group of tutorials that share a common theme. You can add videos from multiple courses and order them however you like.

You can create view and edit your playlists from the Playlists page, from the dashboard, click the playlists menu on the on the top right of your window.

How do I add videos to a Playlist?

When viewing a Course Outline, you'll notice a plus icon on the righthand side of the video title. Click this icon to pop open the Add to Playlist menu, where you can add the video to the Playlist of your choice. If the video has already been added to a Playlist, you'll see a checkmark icon next to its name.

What are Curriculums and how do they work?

Curriculums are a curated list of courses that relate to each other normally by concept category or application. These courses are ordered hierarchically to provide you with an idealized learning path to help you rapidly gain competency. In order to complete a curriculum you'll need to first enrol in one. To explore the list of available curriculums, click the curriculums matrix near the top right of the dashboard.

After you've picked a curriculum to enrol in click the Enrol in Curriculum button near the top right of your window.

After enrolling it's recommended that you systematically move through each tear in the curriculum completing every course and it's corresponding quiz. Only when all videos are watch and all quizzes completed will you have finished the curriculum and will a completion badge be awarded.

What are Classrooms?

A classroom is a place where an instructor can guide a set of users through a selection of courses as exercises. An instructor can review their student's progress, make global announcements, recommend supplementary videos and moderate discussions.

You'll need to be invited into a course by an instructor before you can join one. When invited you'll receive notification from the notifications panel denoted by a bell icon on the dashboard page.

Once you've joined a classroom it will be added to the My Classrooms list on the right navigation panel.

What are "My Favourites?

"My Favourites" is a list of your favourite topics or applications that we have courses for. By favoriting an application or topic all courses that correspond to tit will appear in the favourites list on the left hand navigation panel for easy access. To favourite an application or topic select it from the "Browse Library" section in the left hand navigation panel. Once selected the platform will load that topics or application page, by its title click the heart icon and it will be added you your "My Favourites" list.

To remove a topic or application from your "My Favourites" select it from your list then deselect the heart icon from its page.

Playback

What are the video resolutions?

All our videos are delivered in either SD 480 or HD 720 resolution.

What are the video playback formats?

On desktop, video playback uses Flash by default.
When Flash is not available, HTML5 is used.
On mobile, HTML5 is the default format.

Is closed captioning available for you videos?

Currently, only some of our videos support closed captioning, we are however working toward having closed captioning support for all videos in our library in the near future.

What languages are supported?

English is currently the only supported language.

On average how much data is required to watch a course?

Coursework varies in length and resolution, so data usage will differ. Be sure to check with your mobile provider so you're not exceeding your bandwidth limit.

Can I watch a course using an alternative video player?

Videos can only be played on the MI Online platform.

Is it possible to mark a course/video as seen or unseen in your profile history?

Yes. To reset your viewing history for a particular course you'll need to select said course from either the Dashboard, or the Enrolled Courses page (Select the Square Academic Cap from the top menu bar to see your enrolled courses). Once you've found the course enter its course page by clicking the course Icon. From the course page click the orange "Resume" button. From here you'll need to find the course outline. This will either be hidden or on the right or below the video player (depending on your window size). If the "Course Outline" is visible, scroll to the bottom of the Course Outline to find the "Reset Viewing History" button. If the Course Outline is not visible make sure to maximize your browser window then click the small right arrow in orange near the top right of your screen. The right tools menu should then appear revealing the "Outline" Tab as an option. If you click the "Reset Viewing History" button, all of your viewing history will be deleted. There is no way to recover this data so be careful!

What is Continuous Play?

"Continuous Play" is a feature that's built into our video player that automatically begins playing the next video in a series once the current video finishes playing. It can be enabled from the gears menu found on near the players navigation menu. If enabled, the title "Continuous Play" will appear blue. If disabled, it it will appear black.

Can I make a video play in fullscreen mode?

Yes. All of the videos in our library can be displayed in fullscreen mode. When watching a video, click the furthest icon on the right, denoted by a solid rectangle within a rectangle outline with a small arrow pointing to the top right. This button will toggle on and off full screen mode.

How can I be sure that I'm watching the highest resolution version of each video?

Our video player automatically determines the best resolution based on your bandwidth. To watch in "High Definition", click on that option in the video bar.

Is there a low light setting for the video player?

Sure. To activate the low light setting when watching a video, click the "Dim the Lights" option from the gears icon on the video navigation nab on the far right.

  • Need support?

    If you need support with your account, you can submit a ticket through our support system! We will respond to all support requests within 72 hours (during our regular business hours).

  • Have a general question?

    If you have a general question, feel free to use out contact form and we'll get back to you as soon as we can with a response.

    Contact General Inquiries
  • Office Hours

    9:00am - 5:00pm PSTMonday through Friday

Still have questions? Feel free to open a Support Ticket and we'll help you out!