Frequently Asked Questions

Frequently Asked Questions

  • Account

  • Can I share my account with friends & family?

    No, it's prohibited to share your account or login credentials.

  • How many computers can be logged into my account simultaneously?

    Only two computers can be logged in at the same time.

  • What devices/browsers are supported?

    Our platform has been built from the ground up using responsive design and should be accessible using all modern devices and browsers. However for the most reliable experience we recommend using the latest versions of Safari or Chrome.

  • Can I watch courses offline?

    Yes!

    The majority of our courses are available to be purchased individually for offline playback. To find out if the course you're interested in watching offline is available for download visit that courses "course page" from the platform and review the download matrix on the right side of the page. We've built custom applications for each course and distribute them through all major platforms. (iOS, Mac OS, Android, Windows).

    Please note (course applications for the same course are currently sold separately so be sure to choose the right platform when purchasing as some stores look very similar!)

    For more details on the functionality and benefits of downloading courses, explore the benefits of downloading FAQ topic.

    What's the difference between subscriptions and downloads?

  • What's the difference between Subscriptions and Downloads?

    Our streaming service gives users access to our full content library for the length of their subscription.

    Downloading individual courses requires a one-time payment unique to the course of interest and is (currently) also unique to the type of device you wish to view the course on. Course Applications are currently available for iOS, MacOS, Windows and Android. Once a course is purchased, a user can watch the course videos offline indefinitely without any supplementary payments to N.L.E.

  • How often do you update your library?

    Course libraries are updated monthly.

  • I received a notice saying that I was in breach of the terms and services?

    The course content that we supply through our service is proprietary and is protected behind multiple levels of security. Some of these security measures actively search for malicious viewing habits. If your account has become flagged by one of our security systems it's most likely that your account will be unable to connect to our service for a temporary period. If you believe that you've been wrongfully flagged please contact our support staff by opening a Support Ticket.

  • How can I access my order history?

    Click on the down arrow at the top right of the page to access your settings panel. Then select Order History. Here you'll gain access to your processed orders. Click on the printer icon to print or save.

  • Can you provide me with invoices?

    You can view and print invoices using the Order History feature in your User settings panel.

  • What is the difference between the monthly and yearly subscriptions?

    Our monthly subscription option grants users access to our library on a month-to-month basis. The billing cycle begins and ends on the monthly anniversary of your first payment.

    Our yearly subscription option grants users access to our library on a year-to-year basis. The annual billing cycle begins and ends on the yearly anniversary of your first payment.

    Both subscription cycles are automatically renewed at the end of each term. Subscriptions can be cancelled at any time but refunds can only be dispensed within 14 days of the most current payment.

    The price of the monthly and yearly subscriptions can vary and can be subject to limited promotions. There is significant savings when opting for the yearly subscription compared to going month-to-month for a full year.

    Note: You can always upgrade your subscription from monthly to yearly at anytime if you're inclined to test the service for a month before committing to a year.

  • How can I change between monthly and yearly subscription periods?

    After logging into your account, access the user settings panel using the gears icon found on the top left of the platform next to your display name. Once in the settings panel, select "Subscription" from the list of available tabs.

    The current status of your subscription will be indicated under the Library Pass title.

    User-Settings -> Order-History

  • How do I cancel my library pass?

    Click on the down arrow at the top right of the page to access your settings panel. Select "Subscription" from the list of available tabs.

    The current status of your subscription will be indicated under the Library Pass title.

    From the list of available tabs. From the subscription panel, click the "Cancel Automatic Renewal" button.

    Settings -> Subscriptions

  • You seem to have multiple partners or instances of your platform. Are they all accessible using the same login credentials?

    N.L.E. is partnered with a multitude of independent content providers with the aim of providing them with the best multiplatform video deployment system on the Internet. Each provider is independently responsible for the procurement and management of the content in their library and is also completely autonomous in setting the price and availability of their service. It should be assumed that your login credentials and access privileges are unique to each provider and unless distinctly stated otherwise, cross library access will be prohibited.

  • I'm a trainer and I'm interested in producing courses for your company. How do I get in contact with your publishing department?

    Most of our trainers are veterans in the online education industry or are industry professionals in their applied field. Next to our customers, our trainers are the lifeblood of our business and we make great efforts to build relationships with the very best that the industry has to offer. It is our highest priority to continue to supply the best learning material to our customers to achieve this objective we will always be open minded when assessing new talent in the field. Submit our trainer request form, and if possible provide us with a private link of example footage of a course you've produced. All submissions will be reviewed.

  • Platform

  • What are Notes?

    Notes is a handy feature to help you record your thoughts when watching a course so you can review key insights or questions at a later time. Each note includes a timestamp corresponding to the time during video playback when the note was initially generated. Because each note is timed stamped in this way you can very quickly return to the exact time you took the note by simply clicking on it.

    Notes must be tagged to either a particular video or course allowing you to course grain the scope of each note. Notes can only be generated only while watching a course. To access the Note panel, while watching a video select the "Note" tab from the right side bar. If the side bar isn't visible, click the left facing red arrow to reveal it. From the Notes tab, select category the note is for, either "This Video" or "This Course", write your note then press the return key to store it.

    Notes can be deleted by hovering over the note in the Course list found below and selecting the trash can found by the right margin.

    Notes can also be viewed from the course page under the "Notes" tab.

  • What is a "Playlist"?

    Playlists are collections of tutorial videos that you or another user has created. Create a compilation of personal favourites, or maybe a group of tutorials that share a common theme. You can add videos from multiple courses and order them however you like.

    You can create view and edit your playlists from the Playlists page, from the Dashboard, click the playlists menu on the on the top right of your window.

  • How do I add videos to a Playlist?

    When viewing a Course Outline, you'll notice a plus icon on the righthand side of the video title. Click this icon to pop open the Add to Playlist menu, where you can add the video to the Playlist of your choice. If the video has already been added to a Playlist, you'll see a checkmark icon next to its name.

  • What are Curriculums and how do they work?

    Curriculums are a curated list of courses that relate to each other normally by concept category or application. These courses are ordered hierarchically to provide you with an idealized learning path to help you rapidly gain competency. In order to complete a curriculum you'll need to first enrol in one. To explore the list of available curriculums, click the curriculums matrix near the top right of the dashboard.

    After you've picked a curriculum to enrol in click the Enrol in Curriculum button near the top right of your window.

    After enrolling it's recommended that you systematically move through each tear in the curriculum completing every course and it's corresponding quiz. Only when all videos are watch and all quizzes completed will you have finished the curriculum and will a completion badge be awarded.

  • What are Classrooms?

    A classroom is a place where an instructor can guide a set of users through a selection of courses as exercises. An instructor can review their student's progress, make global announcements, recommend supplementary videos and moderate discussions.

    You'll need to be invited into a course by an instructor before you can join one. When invited you'll receive notification from the notifications panel denoted by a bell icon on the dashboard page.

    Once you've joined a classroom it will be added to the My Classrooms list on the right navigation panel.

  • Playback

  • What are the video resolutions?

    All our videos are delivered in either SD 480 or HD 720 resolution.

  • What are the video playback formats?

    On desktop, video playback uses Flash by default.
    When Flash is not available, HTML5 is used.
    On mobile, HTML5 is the default format.

  • Is closed captioning available for you videos?

    Currently, only some of our videos support closed captioning, we are however working toward having closed captioning support for all videos in our library in the near future.

  • What languages are supported?

    English is currently the only supported language.

  • On average how much data is required to watch a course?

    Coursework varies in length and resolution, so data usage will differ. Be sure to check with your mobile provider so you're not exceeding your bandwidth limit.

  • Can I watch a course using an alternative video player?

    Videos can only be played on the MI Online platform.

  • Is it possible to mark a course/video as seen or unseen in your profile history?

    Yes. To reset your viewing history for a particular course you'll need to select said course from either the Dashboard, or the Enrolled Courses page

    Once you've found the course enter its course page by clicking the course Icon.

    From the course page click the orange "Resume" button. From here you'll need to find the course outline.

    This will either be hidden or on the right or below the video player (depending on your window size).

    If the "Course Outline" is visible, scroll to the bottom of the Course Outline to find the "Reset Viewing History" button.

    If the Course Outline is not visible make sure to maximize your browser window then click the small right arrow in orange near the top right of your screen. The right tools menu should then appear revealing the "Outline" Tab as an option. If you click the "Reset Viewing History" button, all of your viewing history will be deleted.

    There is no way to recover this data so be careful!

  • What is Continuous Play?

    "Continuous Play" is a feature that's built into our video player that automatically begins playing the next video in a series once the current video finishes playing. It can be enabled from the gears menu found on near the players navigation menu. If enabled, the title "Continuous Play" will appear grey. If disabled, it will appear black.

  • Can I make a video play in fullscreen mode?

    Yes. All of the videos in our library can be displayed in fullscreen mode. When watching a video, click the furthest icon on the right, denoted by two small arrows pointing to the lower right and top right. This button will toggle on and off full screen mode.

  • How can I be sure that I'm watching the highest resolution version of each video?

    Our video player automatically determines the best resolution based on your bandwidth. To watch in "High Definition", click on that option in the video bar.

  • Is there a low light setting for the video player?

    Sure. To activate the low light setting when watching a video, click the "Dim the Lights" option from the gears icon on the video navigation nab on the far right.

  • Need support?

    If you need support with your account, you can submit a ticket through our support system! We will respond to all support requests within 72 hours (during our regular business hours).

  • Have a general question?

    If you have a general question, feel free to use out contact form and we'll get back to you as soon as we can with a response.

    Contact General Inquiries
  • Office Hours

    Monday - Friday9:00am - 5:00pm PTVancouver, Canada

Still have questions? Feel free to open a Support Ticket and we'll help you out!