Any questions?
- Contact customer support: 877 526 3959
- Click here to request a call back
- Opening Hours: Mon-Thurs 9am-5:30pm / Fri 9am-5pm GMT
Looking for something in particular? Follow our handy quick links below. Or, if you’ve got a pressing question, please try and find the answer here before contacting our friendly Customer Support Team…
Quick Links
5 Common Customer Queries
- I haven’t received my confirmation email with log in details
No worries! Often, these confirmation emails get stuck in your junk or spam folders, so try looking here first. Another possibility is that your email address may not be correct on our system. If you’ve checked your junk mail and still can’t see your email, please call us on the number below.
- I have a problem viewing my e-certificate / I haven’t received my e-certificate
If you’ve received your email to download your e-certificate but you’re having problems viewing it, here are some things that may be the issue:
- Type your details in rather than copy and pasting them in to the boxes.
- You’ll need an up-to-date version of a PDF viewer to access your e-certificate – to download your free version of Adobe Reader click here.
- You’ll need to put your candidate number in before your date of birth otherwise it won’t allow you to enter your date of birth.
- You can print your e-certificate if you’d like – by downloading it and printing as normal; however, please note it won’t be of the same quality as our professionally printed certificates.
If you haven’t received your e-certificate email but you were expecting to…
- E-certificates are sent out within 7 days of successfully completing your qualification – this is because they need to be verified by our regulators before sending.
- Make sure you’re checking the correct email address that you supplied us – this will be the same email as your course log in.
- Sometimes, these emails get stuck in your junk or spam folders, so try looking here too.
- I’m going to need more time to complete my course, do I need to extend it before it expires?
You can extend your course either before or after it expires and all your work will be stored in your account ready for you to continue. You do not need to purchase your extension before the course expires as you can do this at any time.
We do recommend that you try to continue working through your course as soon as possible so that you can remember everything you have learnt.
To purchase an extension, click here.
- I’ve purchased a course bundle (e.g. 300 Hour Course), how do I get started?
- In your confirmation email, you’ll have the links to each individual course.
- We suggest you start by activating the 120 Hour Course as this gives you a good foundation into teaching English as a whole and then work through in order.
- Only activate one course at a time, giving yourself enough time to complete each course before moving onto the next one.
- When you log in, you’ll need to select the 120 Hour Course (or whichever course you’re working on) from the drop down menu.
- I want to print off my course
- You can only print the parts of the course that you currently have access to. For instance, if you’re working in module 2, you can print the introduction, module 1 and module 2 but not module 3.
- To print, you need to go into the module, then into any chapter, and there will be two options on the left-hand side – one says “Print Chapter” and one says “Print Book”. To print the chapter alone, click “Print Chapter” or to print the whole module, click “Print Book”.
- FYI – the course is designed to be completed online, so this is how it works best.
- If your course has expired, you won’t be able to access it unless you purchase the ‘Read Only Course’ which gives your a year’s worth of read-only access. You can purchase this here. You’ll just need to select ‘extras’ from the top bar and then ‘Ready Only Course’.
More Customer Queries
- I’ve just purchased a course; how do I get started?
Great! Good to have you on board. We’ve sent an email to you with the details on how to activate and log in to your new course. This also includes your password so make sure you don’t delete it! If you can’t see the email in your inbox, try checking your junk / spam folder as they can sometimes filter into there.
If you still can’t see the email, please call us on the number below to check that we’ve got the correct details for you.
- I’ve just activated my course but I’m seeing this message: “Sorry but you do not currently have permission to do that”
A simple one – log out and back in again!
- Do I need to complete my Online Course before taking part in my Classroom Course?
No, it doesn’t matter what stage you are at in your Online Course when you take the Classroom Course. You could even take the Classroom Course before you’ve started your work online and you won’t be expected to know anything.
- I want to order a printed certificate / I have a question about printed certificates
- To purchase a printed certificate, click here and select the ‘Printed Certificate’ option.
- On this page, you’ll find how much it costs to get a certificate printed, you’ll also be able to select which course/s you want a certificate printed for and where you would like it to be delivered.
- If you have completed a course bundle – e.g. the 200 Hour Combined Course – you can choose to order all of the certificates involved and your discount will be applied at the checkout.
- You can order a printed certificate any time from starting your course onwards, even if your course has expired.
- Please note, if you order a certificate before you’ve completed your course, it won’t be dispatched until you’ve successfully completed your course.
- I’m going to need more time to complete my course, do I need to extend it before it expires?
You can extend your course either before or after it expires and all your work will be stored in your account ready for you to start again. You do not need to purchase your extension before the course expires as you can do this at any time.
We do recommend that you try to continue working through your course as soon as possible so that you can remember everything you have learnt.
- I’ve submitted my lesson plan but my course has expired, will it still be graded?
Yes! Our tutors will grade your submission within 7 days (or 48 hours if you have purchased Express Marking) even if your course has expired. They will then email you with confirmation of whether or not you’ve passed the course.
If you have passed, your e-certificate will be issued within 7 days of receiving your feedback email. If you need to resubmit for any reason, then you will need to purchase an extension to do this.
- How do I purchase Express Marking?
You can purchase Express Marking by clicking here or calling us on the number below. Purchasing this means that your lesson plan and essay will be graded and you’ll receive feedback within 48 hours.
- If my course is expired but I need to resubmit my work, do I need to pay for an extension?
In short, yes! The only way for you to regain access to your course is to extend it.
Extend your course here.
- I’ve purchased a course bundle (180, 200, 300 or 320 Hour Courses) – which courses are included in these?
The 180 Hour Online TEFL Course includes:
- 120 Hour Online TEFL Course (advisable to complete first)
- 30 Hour Advanced Grammar Course
- 30 Hour Teaching Young Learners Course
The 200 Hour Combined TEFL Course includes:
- 120 Hour Online TEFL Course (advisable to complete first)
- 30 Hour Advanced Grammar Course
- 30 Hour Teaching Young Learners Course
- 20 Hour Classroom Course
300 Hour Online TEFL Course includes:
- 120 Hour Online TEFL Course (advisable to complete first)
- 30 Hour Advanced Grammar Course
- 30 Hour Teaching Young Learners Course
- 30 Hour Teaching One-to-one Course
- 30 Hour Lesson Planning Course
- 60 Hour Teaching Business English Course
320 Hour Combined TEFL Course includes:
- 120 Hour Online TEFL Course (advisable to complete first)
- 30 Hour Advanced Grammar Course
- 30 hour Teaching Young Learners Course
- 30 Hour Teaching One-to-one Course
- 30 Hour Lesson Planning Course
- 60 Hour Teaching Business English Course
- 20 Hour Classroom Course
- Can I take ideas from elsewhere for my lesson plan and essay?
- Sorry, no. All of your ideas need to be your own.
- Obviously, you can take inspiration from other sources but your work must be original.
- However, you can use flash cards and other resources from elsewhere to support your plans and essay.
- If you’ve used a YouTube video in your lesson plan, give the link in your essay for your tutor to access.
- I’ve used flash cards in my lesson plan, do I need to submit them all?
Just a sample is enough – plus there’s a 5 MB / 10 files limit on uploads when you come to submit your work.
- How long do I have to complete my course?
Please note, your time won’t start until you’ve clicked on the activation link in your confirmation email.
- For your 120 Hour Online TEFL Course, you have 70 days / 10 weeks.
- For 60 hour courses, e.g. Teaching Business English – you get 35 days / 5 weeks.
- For 30 hour courses, e.g. Teaching Young Learners – you get 21 days / 3 weeks.
- I’ve completed my lesson plan but I haven’t received my feedback
This takes up to 7 days to receive (or 48 hours with Express Marking) as long as you’ve completed both your end-of-course test and lesson plan. If you’ve submitted your lesson plan but not completed your end-of-course test, your work will not be graded. You will need to log in and complete your end-of-course test and your lesson plan will be submitted automatically.
- I’ve completed my end-of-course test but I haven’t received feedback / I’m not sure what to do next
We will email you to confirm whether you have passed or failed your end-of-course test shortly after you submit it. If you receive an email to confirm you’ve passed, please move on to submitting your lesson plan and essay.
If you receive an email letting you know you haven’t passed, you can have another attempt straight away (you’ll get a maximum of 3 attempts in total). Or, if you need extra support before retaking the test, please contact our in-house tutors on the number below for assistance.
- My course completion bar isn’t at 100%, does that mean I haven’t completed it?
The course completion bar only shows how much of the course you have viewed and since there are multiple optional resources within the course, yours could show as being below 100% even after you have completed the course. This won’t affect your grade or your certificate in any way.
- I need to change the name and / or email address on my course / I’ve purchased a course for someone else
It is possible for you to log into your course without clicking on the activation link and then you can change the name on the course. However, only our Customer Support Team can update your email address / username as this is what creates the password on your account. Therefore, it’s best to call us to update your details on the number below.
If you need to update your full name and date of birth for your certificate, there is the option to do this in the Course Assessment section of the course.
- Can I access my course after I have completed it?
If you have finished the course and would like to access the content, you can purchase a year of read-only access here. You’ll need to select ‘extras’ on the top bar and then ‘Read Only Course’.
- I need to get my TEFL certificate legalised/notarised
The requirements for certificate legalisation vary from country to country and sometimes this can be arranged in your home country or when you arrive in your destination country. You will need to check this with your local embassy.
Please also check with your TEFL employer about the requirements in your case as they may have a preferred process for you to follow.
As we are a UK organisation, you may find that you are asked to get your TEFL certificate legalised in the UK regardless of where you come from. If this is the case then we recommend using Hague Apostille who can legalise certificates for a reduced rate for i-to-i TEFL customers, all you need to do is quote “i-to-i” when you first contact them.
Hague Apostille will be able to legalise your eCertificate if that is accepted by your employer/the country you are going to.
If you need to legalise a hard copy certificate, you can potentially save on courier costs by getting your certificate delivered directly to Hague Apostille and then you can arrange for them to send it on to you once it has been legalised. Just select the UK delivery option at the checkout when you order your Printed Certificate.