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?
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.
Q: Can I connect from my mobile or tablet?
A: You need to connect to your 1:1 through your laptop or PC in order to see the teacher and the chat notes at the same time. However, you can do your Replay Challenge™ Listening from your mobile or tablet. When listening from your mobile or tablet, remember to click on the purple button and follow the chat notes as they are an important component of the Replay Challenge™.
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 email@example.com 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".
Q: What personal information do you store?
Q: Can I change the language settings on Blackboard?