General
Q. What is an LSM?
A: LSM means “Learning Success Manager.” Your LSM is personally responsible for your learning success at NEI. Your LSM will monitor the work you do with teachers, help you to set and work towards English-language goals, and assess your progress after every 24 lesson units. You are encouraged to contact your LSM when you have questions about your assessments, Extra English, Individual Plan, or anything else.
Q: How can I update my email address?
A:
1. Log in with your ID and Password.
2. Scroll down to your "ACCOUNT" page.
3. Enter your new email address.
4. Click "Update email address".
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: What happens if I forget to attend my 1:1?
A: You will receive an SMS notification from NEI letting you know that your 1:1 has begun.
Payments
Q: How do I update the credit card I have on file?
A: Please contact support@ne.institute so we can assist you.
Q: What do I do if I have a billing question?
A: Write to support@ne.institute.
Scheduling
Q: What is your cancellation policy?
A: Please see these details about our Cancellation Policy
Q: How do I cancel my appointment?
A: Sign in to your account, select ‘Schedule’ and the appointment you want to cancel.
Q. Why do I see a limited schedule for booking?
A: Sometimes your LSM will send you an invitation to book a 1:1 with them. When this happens, you will only see your LSM’s availability on the schedule. Check your email for a message from your LSM about why they want to meet. Typically, it’s to check in on your NEI experience, talk about goals, or to review your progress. If you are unable to book a 1:1 during your LSM’s availability within the next two weeks, please send your LSM an email to make other arrangements.
Q. What are Legal Cancellations?
A: Within the number of times your subscription plan allows you to cancel. (Must cancel more than >24 hours in advance.)
Q. What are Penalty Cancellations?
A: Exceeds number of your subscription plan's Legal Cancellations.
Connecting
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.
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).
Homework
Q. I couldn’t understand my Replay Challenge™ question. What should I do?
If you couldn’t clearly understand your Replay Challenge™ question, please email support@ne.institute.
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: Can I work with a teacher on my own material during a 1:1?
A: Yes. You can request to work on your own material such as emails or reports that you must do in English. Email us at least 48 hours before your 1:1 with the material and request at support@ne.institute.
Troubleshooting
Q: What should I do if I'm experiencing technical problems?
A: If you experience technical problems, please read our troubleshooting instructions.