FAQs: Frequently Asked Questions

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: 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). 

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: 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, reports, or presentations 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.

Q: What should I do if I'm experiencing technical problems?

A: If you experience technical problems, please read our troubleshooting instructions.

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.