Help for Students

Help Sheets and Guides

If you need help, please have a look at the help sheets and read the FAQ section below. You may find the answer to your problem there. If you can’t find the answer, please contact us and we will try to help you quickly.

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FAQ - Answers to Frequently Asked Questions

Purchases

Q: How much do titles in The English Course series cost?
A: Please see this page http://www.theenglishcompany.jp/eng/store/orders.html. for the current Japanese pricing. Pricing for areas outside of Japan is available on request.

Q: Is the textbook available for sale separately?
A: Yes, each component of every title in the series is available separately. However, most teachers choose to order the complete package, and we think that makes the best sense as there is strong integration between the individual components of each title.

Q: I lost my disk. Can I get a new one?
A: Yes, you can. Go to http://www.theenglishcompany.jp/eng/store/orders.html to place your order.

Support

Q: What kind of support do you offer?
A: We will try to support you in whatever way we can. We try to offer support as quickly as possible, as fully as possible, and for however long it takes to sort out your problem. Generally, problems can be resolved quickly. Support is primarily given via email. Telephone-based support can also be arranged. We're also working on more downloadable text, video and audio support materials.

Textbooks

Q: I bought a used textbook from my friend. The username and password in the back of the book doesn't work. What should I do?
A: Usernames and passwords are valid for one year and are not transferrable from person to person. You need to purchase a new username and password.

Q: I bought the textbook last year, but didn't go to class or use the book and failed the course. Now I have to do the course again, but my username and password is out of date. Do I have to buy a new book?
A: No, we'll give you a new username and password. Please contact us and please go to class this time!

Q: Are your titles available in digital formats, such as PDF or iBooks or other formats for computer, tablet or smartphone?
A: Not right now, but we’re working on it and we hope to release such products as soon as we can.

DVDs and CDs

Q: My disk doesn’t play. What should I do?
A: The most common cause of playback trouble is dirt on the surface of the disk. It is also possible thatcher kinds of damage have occurred. In the first instance, try cleaning the reflective side of the disk. If problems persist, please contact us.

Q: How can I keep my disk in good condition?
A: Keep your disk in its sleeve. Do not put lots of heavy things (like books) on top of it. We do not recommend any of the following uses that other people have tried with their disks: frisbee, pet dog’s chewy thing (complete with teeth marks), coffee cup coaster, etc.

Website

Q: Where is my username and password?
A: They should be on a label on the inside back cover of the textbook that you are using.

Q: I can't log in. What should I do?
A: If your username and password is up-to-date (the first 4 digits of the username should be this year), then make sure you are typing the password correctly. The password is case-sensitive. Also, some letters and numbers can be confused with each other, such as 1 and l, 0 and O. If you continue to have trouble, please contact us and we will help you.

Q: I am trying to start using The Study Centre for the first time. I have to enter an enrolment key. What is that?
A: Your teacher should be able to tell you the enrolment key. If your teacher does not know it or is not sure, please ask your teacher to contact us.

Q: Is it okay to change my username and password?
A: Technically, you can change your password, but we do not advise it. If you do change your password, please make sure it contains a minimum of 8 characters, which should be a mixture of upper (A-Z) and lowercase (a-z) letters, as well as numbers (0-9). Do not use a password such as “password” or “12345678”. These are too easy to crack.

Q: It seems that my username and password has expired. I want to continue using the course website, but I don’t want to ask/pay for another textbook. What can I do?
A: Please contact us and tell us about your situation and we will probably be able to give you a new password.

Q: I sent a message to my teacher using the Study Centre messaging system, but it seems that he/she may not have received the message. Why is that?
A: The most likely reason is that your teacher does not have a valid email address as part of his/her profile. You should ask your teacher about that.

Personnel

Q: I’d like to be an actor or actress in the future and I’d really like to take part in one of your video or audio clips.
A: It’s possible. We’re always looking for people to play a part in our audio or video clips. Get in contact and we will send you a test script to see what you sound like.