Contact Us and FAQ

Please read the 'Frequently Asked Questions' first before contacting us as most answers to general inquiries can be found there. To see answers, just click on the question. If your inquiry is not addressed in the FAQ, please complete the contact form under the FAQ. You will receive a response within 24 hours from Monday to Friday. Our offices are closed Saturday and Sunday.

Frequently Asked Questions

Payments

How do I cancel my debit or credit card recurring subscription?

If you purchased your membership by credit or debit card, you can cancel your recurring subscription through our website via your profile. Log in and click on 'My Profile'. You can cancel your subscription in the 'My Subscriptions' panel. If you do not see the option to cancel, it means you purchased the membership through PayPal. In this case, see the next question below.

How do I cancel my PayPal recurring subscription?

To cancel your PayPal recurring subscription, log in to PayPal and follow PayPal's instructions on how to cancel a subscription. In short, you need to find the 'preapproved payments' menu or the transaction where you set up the subscription (or the last transaction sending funds to TeachThis) and select cancel. Canceling a subscription will cancel any future automatic payments.

I didn't authorise a payment to be made. How do I get a refund?

Unfortunately, refunds are not possible. All 3-month, 6-month and 1-year online memberships renew automatically until you cancel the recurring subscription. You gave your consent to this when you agreed to the terms and conditions during the sign-up process. We clearly state that memberships are recurring and payments are non-refundable on the membership page and in our terms and conditions. We also send out a 7-day email notice to all users, giving them the opportunity to cancel before the renewal date. As stated in our terms, it is solely your responsibility to cancel the recurring subscription.

A duplicate payment has been made by mistake. What should I do?

Please contact us using the form below. If a duplicate payment has been made, we will refund the money back to you immediately.

My credit or debit card was not accepted. What should I do?

If your credit or debit card was not accepted, try using another card or choosing a different payment option, such as PayPal or Alternative Payment Methods. You should also double-check that the card and related information are correct. Our payment processor Stripe deals with payments. We cannot provide any information about why a card is declined, as we do not have access to that information.

How can I find out the cost of a group membership?

You can find the cost of every group membership on the membership page. Click on the plus (+) button above the displayed memberships to choose the number of users in your group. The prices and discounts are displayed on the webpage.

Are your prices in US dollars?

Yes, all prices listed on the website are in US dollars. Payments are automatically converted from your local currency to US dollars at the time of purchase.

What is your refund policy?

TeachThis Limited has a strict no refund or exchange policy due to the digital nature of our products. This is applicable to all memberships and downloads. However, we will always work with our customers to solve any technical problems and help in any other way we can.

How can I get an invoice?

When you purchase or renew a membership or download, an invoice is attached to the confirmation email. A copy can also be found in your profile on the website. Log in and click on 'My Profile'. The invoice download link can be found in the 'Subscription History' panel. Click on the invoice number to download a copy of the invoice. Please make sure to include all the information you wish to have on the invoice when you complete the sign-up form. We can send you an invoice beforehand if you need one, but we need to know your school or company's information as well as which membership you wish to have. Please note: we only provide invoices for current memberships. We do not provide backdated invoices.

Memberships

How do I renew my membership?

If you cancelled your recurring subscription or have a membership that does not have a recurring subscription (i.e. 2-year online membership, or older bronze, silver and gold memberships), you can renew your membership from your profile. Log in and click on 'My Profile'. You can renew your subscription in the 'Renew Membership' panel. If you wish to choose a new membership or if the renew panel isn't showing, log out and go to the membership page. Click on the 'Get Started' button of your chosen membership. On the next page, log in and then complete the subscription process.

How do I change my membership?

To change your membership, log in and click on 'My Profile'. First, cancel any recurring subscription you have with your current membership. If you do not know how to do this, follow the instructions in the first two FAQ questions above. After that, you can change your membership in the 'Change Membership' panel. Any time left on your current membership will be added to the new subscription. You can also choose a new membership by logging out and going to the membership page. Click on the 'Get Started' button of your chosen membership. On the next page, log in and then complete the subscription process.

How do I create a group membership?

To create a group membership, click here. Then, click on the plus (+) button above the displayed memberships to choose the number of users in your group. Click the 'get started' button and sign up as normal by completing the sign-up form. When you sign up for this type of membership, you become the administrator for your group. You are also considered a member of the group. In the activation email, you will receive an invite link that you send to your group members. Your group members will then be able to sign up through the link and join the group themselves. Each member gets their own username and password. As the administrator, you can add, change or delete group member accounts as needed via the Admin page after the subscription has been created. Please remember that you (admin) are one of the users and to plan the correct number of members accordingly as once a group membership has been created changes cannot be made to the number of users.

Do you offer a free trial?

We do not offer a free trial for memberships as we provide free resources on every page that people can use without the need to sign up. Also, previews are available for all the resources to showcase our teaching materials to non-members.

Account Access

Why can't group members access resources after renewing?

After you have renewed a group membership, previous members will need to rejoin the membership, so you need to delete them from the Group Admin page before sending them the join link. Old group members can use their previous login details by logging in on the sign-up page.

You can also re-add them yourself. Take a copy of the group member's names or email addresses and then delete them. Next, re-add each member using the 'Add Member' button. On the user sign-up page, click the blue icon in the 'Select User' section. A box will appear and from there you can search each name or email address. Click the user and then click add and save the member. Repeat the process for each member.

I do not see the confirmation email in my inbox. What should I do?

Check your spam or junk folder. The confirmation email will probably be there. If it is, mark our email address as not junk so you can see any future emails. If the email is not there, it maybe that your email address does not match with the email address we have on file. The confirmation email simply gives information about your membership and a copy of your invoice. There is no activation code. You should just be able to log in and use your membership with the username and password you created. If you can log in, check your email address is correct by clicking on 'My Profile' and checking your email address in your user profile. The invoice download link can be found in the 'Subscription History' panel. Click on the invoice number to download a copy of the invoice. If you cannot log in, please contact us and we can check if your payment is still pending.

I am having problems signing in. What should I do?

Make sure to use your username to login and not your email address. Also, make sure you are spelling your username correctly, including any capitalisation or special characters. Your username information can be found in your confirmation email.

How do I find out my username?

Click 'login' and then 'forgot username'. Enter the email address associated with your user account. Your username will be sent to the email address we have on file.

How do I reset my password?

Click 'login' and then 'forgot password'. Enter the email address associated with your user account. A verification code will be sent to the email address we have on file. Once you have received the verification code, click on the link in the email. On the next page, enter your username and the verification code (if need be). Then, reset your password.

How do I change my email address?

You can change your email address via your profile. Log in and click on 'My Profile'. You can change your email address in your user profile.

I am not receiving emails or replies from Teach-This.com. What should I do?

Check your spam or junk folder. The email will probably be there. If it is, mark our email address as not junk so you can see any future emails. If the email is not there, it maybe that your email address does not match with the email address we have on file, e.g. the spelling could be wrong. To check your email address, log in and click on 'My Profile'. You can check your email address in your user profile. Another reason could be that your email inbox is full. If it is, you won't be able to receive emails from us. In this case, please free up some space in your inbox. Feel free to contact us about any emails you have missed.

Resource Issues

Why am I seeing a 404 error when I try to access resources?

There are two possible reasons for this. The main reason is that you have purchased an eBook or a now discontinued library download and not an online membership. To check what membership you have, go to your profile page. Log in and click on 'My Profile'. You can view your membership status via the 'Subscription History' panel. You can access the library download link from the 'My Downloads' panel. To read more about the library download, please click here. Another possible reason is that your membership has expired. You can renew your membership via your profile under the 'Renew Subscription' panel.

How do I edit the resources?

All PDFs for members are completely unrestricted and editable. To edit our resources, you need a PDF editor such as Adobe Acrobat DC or Inkscape (Inkscape is a free program). You cannot use the basic version of Adobe, as it is a PDF reader rather than an editor.

Images are not showing when I print a PDF. What should I do?

If the PDF displays correctly but prints on a paper printer incorrectly, it is most often an issue with Adobe Reader or the printer driver. To resolve the problem, make sure you have the latest version of Adobe Reader. Adobe frequently fixes printing related problems in updates. Also, make sure you have the latest version of your printer driver software installed. If updating Adobe Reader or the printer driver software does not fix the problem, try changing the Adobe printer setting to 'Print as image'. In the Adobe Reader print dialog, click on the 'Advanced' button and then enable the option 'Print as image' in the 'Advanced Print Setup'. That should fix the issue.

I have found a broken link. What should I do?

Please complete the form below, stating the name of the resource and related web page. We will then check the link and fix it.

I found a grammatical error or spelling mistake in a resource. What should I do?

Please complete the form below, stating the name of the resource, related web page, and the grammatical error or spelling mistake. We will then check the resource and correct it accordingly.

How do I use the online platform?

A complete video tutorial has been created explaining how to use and access the platform. Please click here to watch the tutorial. If you have any questions or issues using the platform, please email us below.

How do I get an updated version of the library download?

You can access the library download link for one year from the time of your purchase. If you need an updated version of the library, log in and click on 'My Profile'. You can access the latest version of the library in the 'My Downloads' panel. However, this product is being discontinued. Support and updates for this product will cease in June 2023.

Some resources are missing from my library download. What should I do?

We add resources to the website daily and update the library download link every month. This means the latest resources found on the website may not be in your version of the library. In this case, you must wait until the library is updated. We update the download link at the beginning and middle of each month. You may also find some files missing if you have a very slow internet connection. In this case, please try to download the library again or wait until an off peak time to try again. Please note that this product has now been discontinued. Support and updates for this product will cease in June 2023.

Other

I followed the advice in the FAQ, but I'm still having problems. What should I do?

If you have followed the instructions provided in the FAQ and need more help, please complete the form below and we will contact you back within 12 to 24 hours. We are happy to help you. Please note that emails sent on the weekend will not be replied to until Monday morning.

 

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Telephone

Tel: +85281207580

Address

TeachThis Limited
2301 Bayfield Building
99 Hennessy Road
Wanchai
Hong Kong

Working Hours

Monday to Friday
9 a.m. to 5 p.m. (GMT +8)
Saturday and Sunday
Closed

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