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Frequently Asked Questions

Welcome to our FAQ page where we have answers to some of the more common questions we get asked.

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Most Commonly Asked Questions

  • Q) I have just purchased a subscription and I cannot get the videos to run?

    A) If you have purchased a subscription and are having problem with the videos not downloading and displaying correctly, the most common reason is because you are not logged in on the website correctly.

    The best solution is to leave the site and close your browser to ensure you are fully Logged-Out of the site. Then re-open your browser and return to the Zane Education website. Then Login again remembering that both your Username and Password are case-sensitive. 

    When you have logged in successfully, you will end up in your Member's area and you will see the words "Hi (your name)" at the top right hand corner of any page. 

    If you see this welcome message it indicates you have Logged-In correctly and you should then be able to use the videos without any problem.

    There are two other small points to also check if you are still having any issues.

    Try avoiding using the Safari or Chrome Browsers as both have bugs in them. We find that both the Firefox and Internet Explorer browsers are usually the most reliable.

    The only other issue can be if you do not have the free Adobe Flash Player installed on your computer which is highly unlikely. 99% of computers will have the Adobe Flash Player installed. If not, they are a free download which can be easily found online from the Adobe website at the following link:

    http://get.adobe.com/flashplayer/

    To check that every thing is working correctly on your computer, you can see a fully working version of our free video-of-the-day at the following link: 

    http://www.zaneeducation.com/Videos/freevideo.php

    If you are still having problems with a video downloading and playing, then please contact us using out contact page - and please provide the name of - or - link to - the particular videos giving you the problem. 

  • Q) I am having problem Logging into my account?

    A) Both the Username and Password that you originally selected are both case-sensitive. The single greatest problem any of our users have logging into their accounts is because they are not aware of this case-sensitivity.

  • Q) I did not receive my email with the link to validate my Registration?

    A) If you have not received that email containing the Validation Link which is automatically emailed to you when you submit your Registration, then firstly please check to see if this email is in your spam folder.  

    Secondly if you are a teacher at a school, we often find that the person responsible for securing the computers in the school has made the network so secure that emails are not even being able to get to those teachers that have requested them. 

    So we suggest that you speak to that person and advise them that you are not receiving emails.

    If you still cannot locate it then please use our contact page to contact us and ask for assistance, ensuring to provide your name and the email address you used. 

  • Q) I need to cancel my subscription. How can I do that please? Can you cancel my subscription for me?

    A) It is very simple and straight forward to cancel your subscription, but it can only be done by you as the account holder because we do not keep or retain any of your payment details for security purposes.

    To cancel your account, you simply go to the Zane Education website and Login. Once you have successfully completed your Login, you will automatically find yourself in your Members area. 

    Located in the centre of the page is a section entitled "CANCEL A SUBSCRIPTION" . Underneath it is a link entitled "Members Subscription Cancellation page".

    When you click on that link you are provided with a short, clear set of instructions about how you can immediately cancel your subscription"  

    The cancellation of your subscription takes place immediately, however you will still retain the use of the service for that subscription for which you previously paid - until that time expires.

  • Q) I have a question or technical problem what should I do?

    A) So as to ensure you can access the information or assistance in the fastest amount of time, please firstly check that the answer or information is not already provided in one of these Frequently Asked Questions.

    If it isn't then use our contact page to send your question to us. Alternatively feel free to contact us using the telephone number provided on our Contact page. We give Technical Support the highest priority and will always attempt answer all messages and calls within 6 hours, no matter where in the world you are located.

    Please ensure that if you want us to return your telephone call that you provide a contact number that you will answer. The single greatest cause of us not being able to provide an answer or solution are those people that provide a contact number but then do not answer it when we ring. In such situations we will always leave a message to say we have called, but many people fail to check their voicemails. So please, make it easy as possible for us to help you. 

  • Q) What is the best browser to use to view the videos and use the quizzes?

    A) We find that both the Firefox and Internet Explorer browsers are usually the most reliable internet browsers. Try avoiding using the Safari or Chrome Browsers as both have bugs in them because they are constantly being updated. 

  • Q) Can I use your resources on an Apple Mac, iPod, Tablet and other mobile devices?

    A) Yes you can use our videos and other resources on an Apple Mac computer, but you do need a reasonably recent version of the free Adobe Flash player installed.

    Thanks to Apple deliberately blocking the use of Flash video on the iPad, you will need an App to access our resources on an iPad. The best App that we recommend for this purpose is available at the following link:

    https://itunes.apple.com/nz/app/photon-flash-video-player/id430200224?mt=8

    You should be able to otherwise use our videos and quizzes on any tablet or cellphone that enables the use of Flash video.

Still Confused?

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Get in touch with out friendly support staff on our Contact Us page.