Future Students

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?

A: Please see these details about our 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. 


Current Students

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 support@ne.institute 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?

A: If you experience technical problems, please read our troubleshooting instructions in Russian, Turkish, or Japanese.

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". 

Q: What personal information do you store?

A: Our privacy policy is here. To request that we remove your information from our system, simply click 'unsubscribe' on any mailing or send a message with "unsubscribe" or "delete my information" to support@ne.institute.

Q: Can I change the language settings on Blackboard?

A: Yes! After you sign in and click "Join Room", you will be re-directed to Blackboard. You can change your language settings here:

language settings.JPG