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. 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 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: 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.


Q: How can I see my old 1:1 and Replay Challenge™ recordings? 


A: Change the date range above the list of recordings and click “Go”. Watch this short video to see how.


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: