Membership FAQ (Frequently Asked Questions)

Account Management

Payment Information

Troubleshooting

Account Management

  • What browsers/devices does the program work on?

    The site will work on most computers, tablets and phones. However, you might find that on some devices, the sound won’t work. If that’s the case, try using a different browser on the same device or try another device. With constant “updates” of all programs, we cannot guarantee compatibility on everything. Please try the sample story to check the sound before you sign up.

  • Do I get access to the site as soon as I have paid?

    Yes, as soon as your credit card payment has been accepted, you will have full access to the members-only sections.

  • Can I transfer my membership?

    No, we cannot allow memberships and passwords to be shared. We reserve the right to cancel your membership if we suspect that you have been sharing your password and account information (simultaneous logins, etc). You will not be refunded for the payments already processed.

  • Can I print pages from the site?

    We do not allow pages to be printed at this point, please understand that all material is copyrighted and cannot be reproduced or recorded in any way without our prior written consent.

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Payment Information

  • Which methods of payments do you accept?

    For individual memberships, the only way to subscribe is via the secure web page. We accept Visa and Mastercard.

    For school memberships, subscriptions can be made online with a credit card or we can produce a purchase order.

  • How secure is my credit card information on your site?

    Credit card payments are processed using a third party called Braintree. They offer a secure way for customers to make purchases online. We do not store credit card information on our servers.

  • Do you offer refunds?

    YES! If you are not completely satisfied with our product or you decide it's just not what you were looking for, cancel your membership within the first 30 days of purchase by going to “My Account” and email us at billing@immersionhelp.ca to request your full refund. There is no refund available after 30 days.

  • What happens if my monthly payment doesn’t go through?

    We will make an effort to contact you using the email address you gave us during the sign-up process. If we don’t hear back from you, we reserve the right to cancel your account. To regain access, you would have to sign up again, using a different username.

  • Do you automatically renew the membership?

    If you sign up for the annual plan, we process your payment only once, there are NO auto-renewals. After one year has passed, your membership will automatically expire and you will no longer have access to the members-only sections.
    If you sign up for the monthly plan, your credit card will automatically be charged on a monthly basis until you cancel. To cancel, go to “My Account” (in the top right-hand corner) and untick the auto-renewal box at the bottom. You will still have access to the site until your next billing date, at which point your membership will expire.

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Troubleshooting

  • I can’t hear the sound on the site.

    While the sound will work on most devices, there will be instances where you will have some issues. The first thing to try is a different browser. Most tablets and all computers allow you to install different browsers. If the sound doesn’t work on your default browser, try logging out, then log in using Chrome or Firefox. Make sure you have the most up-to-date version of the browser.

  • I can’t log in.

    Make sure you are logged out of other devices. If you forgot your password, email us at support@immersionhelp.ca. Please tell us what password you would to use because we can’t see what your password was and we have to input a new one for you.

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