FAQs: Frequently Asked Questions
Q: Do you use textbooks?
A: No. You don't need to purchase a textbook. NEI provides the necessary materials for your 1:1s, Replay Challenge™, and Extra English.
Q: When can I schedule?
A: You can book a 1:1 at a time that is convenient for you. You can even schedule your 1:1 on a different time and day every week.
Q: What is your cancellation policy?
Q: Are there group classes?
A: No. Students get individual attention from a TESL-certified, native-speaker teacher on a 1:1 basis.
Q: Can I connect from my mobile?
A: Yes, you can connect to "Join Room" using the Blackboard Mobile App if you are using a device running on iOS 9.0+, Android 4.2+, or Windows 10+.
Q: What if I log in for my lesson and no teacher is waiting?
A: Please make sure that you have the correct date and time. If correct, write immediately to support@NE.Institute (please do not send to any other email address).
Q: How do I update the credit card I have on file?
A: Please contact us at firstname.lastname@example.org and tell us so we can assist you.
Q: Where can I find the words from our 1:1 chat?
A: When you replay the recording of your 1:1, click on the purple tab in the bottom right corner of your screen to see the text.
Q: Will we go over Extra English at my 1:1?
A: Yes, if you want to check your Extra English together at your 1:1, we will. However, your Extra English must be submitted at least 24 hours before the start of your 1:1.
Q: What should I do if I'm experiencing technical problems?
Q: What should I do if I am going on vacation or want to take a break?
A: If you are on the Core NEI, Intensive NEI, or Ultra NEI subscriptions, you can pause your subscription for up to 60 days or 3 times per calendar year (whichever comes first). You can pause your subscription by signing in, selecting "Subscription" and clicking "Pause Subscription".