Thank you for your interest in our site. We've put together a comprehensive FAQ (Frequently Asked Questions) below, to assist you with any questions you may have.

You can easily search our Faqs by typing or pasting a word or a phrase into the search box. If you don't see the answer or search result you want, try searching with fewer words. Use the pink "Reset" button to show all the questions and answers.

If you still need help, please contact us.

 

 

All about Accounts & Logging In

How Do I Create An Account

Creating an account is free and easy.

Simply go to our shop page, add the items you want to your cart and then proceed to the checkout, where you can finalise your order and make payment (if payment is necessary).

During the checkout process, we will automatically create an account for you – and we will email the details to you (so that you can find the email, the subject will be: “Your Murray Gadd Literacy account has been created”).

You will then be able to re-visit the site and manage your account, or download / purchase additional items.  If you prefer, you can also create an account / register by visiting the login page.

Tags: account create, how to create account, create account

Why Are Accounts Necessary

Murray Gadd has invested a lot of professional time, thought and energy into producing his work.

He has decided that he would like to have an idea of usage statistics: who and how many people are downloading and using his material – both of these questions cannot easily be answered if a random DropBox or Google Drive link is provided.

Hence the reason you must create an account.  All information is confidential, used internally only and will never be passed on or sold!

Murray also plans on releasing additional materials (paid and free) in the future, and by having an account, we will also be able to notify you (if you have chosen to be kept updated!)

We apologise if you find the account creation process difficult or inconvenient, but hope that you can understand the reason as explained above.

How Do I Log In

Login by visiting the login page. Enter the username and password that were sent to you.  If you have not received the email containing the log in details, you can either reset your password or check the “Troubleshooting” section below.

Tags: how to login, where to login, access login

I’ve Received an Invitation to Create an Account…

Q: I received an invite email what is it for?

A: This is because someone has added you to their Group Membership.  We’ve tried to make it very straightforward to sign up. Simply follow the instructions in the email and then the instructions on screen during the login / sign up process. Please get in touch with the administrator / account owner for your establishment if you have any questions.

If your school has told you that you’ve been invited, but you haven’t received the invite email – please ensure to check your spam / junk folders as sometimes our email can go there in error.  To be certain of receiving our emails, please whitelist / add to your address book the following emails from us:   [email protected];  [email protected] and [email protected]

Tags: email invite , member invite, invite email

Password Change

Please login at the My Account Page.  Once you have logged in you will be able to update your details using the Edit Account option.

Please ensure to choose a strong password that you have not used anywhere else.

We recommend Last Pass (Password Manager software) to help you remember passwords.

You may also find the random password generator helpful.

Tags: where do i change password, how can i update password, where to reset password

Forgotten Details

Please go to the My Account Page and underneath the Login section, click Lost your password? link and follow the instructions to receive a password reset email.

Please ensure to check your spam/junk folders if you can’t find the password reset email.

Once you have logged in you will be able to update your details using the Edit Account option.

Please ensure to choose a strong password that you have not used anywhere else.

We recommend Last Pass (Password Manager software) to help you remember passwords.   You may also find the random password generator helpful.

Tags: i forgot my password, can’t remember password, don’t know my password, reset my password

Downloading Instructions

After you have confirmed your order and checked out, you will be provided the download links, both in the “My Account” page and also via the email notification that is sent to you.  If you don’t receive the order emails, please ensure to check your spam folder.

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All About Ordering / Payments

How Do I Place an Order?

To place an order, simply visit our shop page and add one or more items to your ‘cart’.

When you’re ready, you can proceed to the ‘checkout’ where you will be able to confirm your purchase, add your address and other details and finalise the order by making payment (or in the case of any free products, no payment is necessary).

During the above procedure, you will likely receive several confirmation emails, so do ensure that you have entered your information correctly. Once you have completed the checkout section, you will be take to the “My Account” section where you can access the resources you have ordered.

Tags: where to order, where to pay, get access, how do I order, where to sign up

Payment Options

We accept payments via all major debit and credit cards from customers in every country and in 135+ currencies;

  • Visa
  • Visa Debit
  • American Express (AMEX)
  • Mastercard
  • JCB

If you have set up payment options with the following companies, we also accept them:

Invoice, direct debit / other:  Due to the complexities and nature of an on-demand global subscription service, we are unable to accept payment via invoice, cash, cheque or direct debit.

All pricing is displayed in NZD$ and includes all relevant taxes and fees.

Items that are marked “free” do not require any payment, however, you still need to proceed through the ‘checkout’ process.

Tags: payment methods, credit method, pay by invoice, pay direct, get invoice, how to pay

We Don’t Have a Credit Card, What Can We Do?

  • Where no credit / debit card exists for your school / organisation, we recommend that the Account Owner (e.g. principal or other) use a personal credit card and reclaim via expenses.
  • There is no option for invoice, direct debit / other:  Due to the complexities and nature of an on-demand global subscription service, we are unable to accept payment via invoice, cash, cheque or direct debit.  Thank you for your understanding.

Tags: payment methods, no credit card, pay by invoice, pay direct, get invoice, how to pay, school credit card

Secure Payments

Yes, payments are secure.

  1. We utilise the latest encryption methods for your security and peace of mind.  The website and checkout pages are secured using SSL / HTTPS encryption and in some browsers, this will be evident with the display of the padlock icon in the browser address bar (next to where you will see murraygadd.co.nz)
  2. Our payment partner is “Stripe” – a global company, internationally recognised and certified to PCI Service Provider Level 1 (the most stringent)
  3. Credit card information is processed and held via encryption by the payment provider and we have access only to the last 4 digits of your card, as is standard industry practice.

Per industry best practice, we do not store any of your credit card information.

Tags: safe payment, is it safe

Downloading Instructions

After you have confirmed your order and checked out, you will be provided the download links, both in the “My Account” page and also via the email notification that is sent to you.  If you don’t receive the order emails, please ensure to check your spam folder.

Please note that you cannot download video resources.  These must be streamed while you are logged in to your account.  Please search the FAQ for “How Do I Share Videos”.

Shipping Locations

Electronic and downloadable / non-tangible products are not eligible for shipping.

For all / any hard copy / physical / tangible printed materials or products that we sell, shipping destinations will be available as stated at the checkout.  To find out if we ship to your country, you will need to add a physical product to your cart and proceed to the checkout.

If your country / destination does not show at the checkout, then we currently do not ship to that location. In such cases, we apologise in advance and request you to contact us to request a physical shipping cost (please provide your full shipping address in your communication).

 

Cancellations & Refunds

Please make your purchase carefully. As we provide downloadable and subscription based items that are available instantly after payment, we are sorry, but we are unable to provide a refund or order cancellation.

If you cancel a Membership / Subscription, please be aware that all users will have access to the resources until the renewal date falls due.  If the Subscription is not renewed for a further term, all users will lose access to the Membership Resources (see below for further detailed information).

If you are dissatisfied for any reason – we would certainly like to hear from you to know why and see if we can address your concerns, so please do contact us to tell us what has happened.

Tags: unhappy, complaint, money back

Bulk Orders

Most items have a quantity option that allows the ability to select multiples. If you are unable to select the quantity requirement that works for you, please contact us to discuss.  We may be able to offer discounts for multiple institutions.

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All About Memberships / Subscriptions 

Definition of Membership / Subscription

“Membership” to our site is sold to provide access to exclusive paid content.  When you (or your organisation / school) signs up to a Membership plan, it is billed annually in advance under a ‘Subscription payment’.

When payment via Credit Card has been confirmed, you / your organisation receives a one year membership access to our Video Lessons & Murray Talks website section and any other exclusive materials / tools / items as may be added from time-to-time (please sign up to the newsletter to ensure you keep informed of new resources that may get added).

Where / How Do I Purchase Membership Subscription

To purchase a membership subscription, simply visit the shop page, and add “Annual Membership” to your cart.  You should observe and select the correct school / organisation size since this will give you the correct number of seats / license per your membership.  If you need 11 users to access the resources, you would select 11 – 20 teachers. After typing in your chosen “team name” (e.g. your school name), proceed to the checkout where you can confirm the order and make payment using your credit card.

Once your order has completed, you will receive immediate and full access to the “Members Only” resources via the “My Account” section. You should also receive one or more email confirmations.

If you have chosen a license with more than one seat, you can begin inviting other users to join your team account (see “Group Subscription” FAQs below).

Automatic Renewal

Your membership subscription payment should automatically renew each year on the anniversary of your joining date.  You should receive a notification email prior to renewal and a further confirmation email once the renewal has completed.

We will attempt to take payment from the credit card you used to sign up with, and will endeavour to email you should the automatic renewal payment fail. In such circumstances, your membership will be temporarily suspended until you login to your account to correct the issue – often the issue is to do with the expiry date on the card, which you may need to update or replace as necessary.

If you don’t correct the payment issue, your membership will be cancelled and you (and anyone connected to your team account) will lose access to the membership resources. If you are an administrator for other users on your account, it is important to note that all users will lose access at the same time.

Please contact us if you need assistance.

Cancelling Memberships

You may cancel your membership at any time from within your “My Account – My Membership” website section.  Please note that we do not provide any refunds.

When you cancel your membership, you will still have access to the resources until the next subscription renewal date.  At the next subscription renewal date, your membership will not automatically renew and will lapse, meaning you (or anyone connected to your account) will lose access to the resources, unless you re-subscribe to the membership.

If you are an administrator for other users on your account, it is important to note that all users will lose access at the same time.

Updating Your Membership or Payment Details

If your credit card or your expiry date changes, you will need to log in to your “My Account > Payment Methods” section and update these to avoid payment failure at the renewal date.  We will endeavour to email you should the automatic renewal payment fail. In such circumstances, your membership will be temporarily suspended until you login to your account to correct the issue.

If you don’t correct the payment issue, your membership will be cancelled and you (or anyone connected to your account) will lose access to the membership resources. If you are an administrator for other users on your account, it is important to note that all users will lose access at the same time.

You may also update any email and name associated to your membership in the “My Account” section.

Please contact us if you need assistance.

Tags: change credit card, change payment, update payment, remove credit card, change expiry, update expiry

Add or change users / seats to a license

You can add, remove and change users, names and email addresses associated to your membership license in the “My Account > My Membership > Manage” section.

Add seats

You can increase the number of licenses by adding more seats in the “My Account” section.  For example, if you have a 2 ~ 10 seat license and would like to add more seats so that you now have 20.  However, please be aware that this will mean you will essentially be paying for two 2 ~ 10 seat licenses.  This is usually a good option for any school or institution that has different departments or sections that need their own billing plan. Please contact us if you need assistance.

Downgrades

Unfortunately, we may not be able to provide downgrades automatically.  If you wish to downgrade a membership (reduce number of seats), you will need to either cancel your existing membership, then either wait for it to terminate (at the end of the membership subscription term) and then purchase the more preferred ‘lower number of seats’ membership – or you can simply purchase a new membership for the required seats and wait for the original license to cancel.

Please contact us if you need assistance.

Tags: change license, add seats, remove seats, modify license, how do I change my seat, upgrade plan, upgrade. downgrade

Managing a Group Subscription

We offer an annual subscription to schools and organisations on a “per seat” basis, which means you can purchase the number of seats you need as you require them.  Once you have purchased the appropriate subscription for your establishment, you will be able to add Managers and Members to your “Group”.

Group User ‘Roles’

There are three types of users in your membership group:

OWNER / ADMINMANAGERMEMBER
Manage billingYesNoNo
Invite usersYes – can add members and managers.Yes – can add members and other managersNo
Remove usersYesYesNo
Access membershipYesYesYes

 

About Owners, Managers and Members

The owner can only be a single individual because they need to be responsible and accountable for billing purposes. The owner has total access and can invite or remove managers or members and upgrade or cancel the entire subscription.  The owner can create managers either at the time of the invite (via the “My Account” > Group > Add Member page), or they can assign the manager role to an existing user in the “members” section, found under the “My Account” > Group page.  Managers can then invite members (via the “My Account” > Group > Add Member page) and remove members when needed.

Adding, Removing and Editing Members and / or Managers

  • Review Existing Members: Navigate to the “My Account” > Group, where you will see an overview of current Members / Managers and any Pending invitations.  You can Remove users and also change their role here.
  • Add Member: In the left menu of the Group page (or navigate to “My Account” > Group > Add Member), you can “Add Member” to add a new user.
  • Owner: please note that only one person can be the Group owner and you can’t remove that person since they manage your account.  If you would like to change the owner, you will need to contact us – see the question further down.

Tags: who has access, modify members, add manager, change manager, add member, change member, remove member, remove manager

 

Who Can I invite / Who Should I not Invite?

For the protection of your account, please only invite users / teachers who are directly employed in your organisation / school.  Do not invite external or third party users that are not employed in your organisation as this can lead to account suspension. For the sake of clarity, please only invite members who have an email address ending with your domain name – ideally, avoid inviting  @gmail.com or other non-official email addresses as these users may be automatically forbidden / removed.

 

Change Group Owner / Administrator

Because the Group Owner / Administrator is an important role, you will need to send us an email to request the change of owner.  Please ensure to let us know the person to remove and the person to add (include their email addresses)

Tags: change owner, update owner, new account owner, remove owner, change account owner, change account administrator

Adding, Removing and Editing Members and / or Managers

If you have sufficient remaining seats available, you can invite other users as Members or as Managers to join your group.  Once you invite the user, they will receive an email invitation asking them to login, or if they are not yet registered, to create an account.  Once they are logged in and have accepted the invitation, they will be part of your group.

  • Review Existing Members: Navigate to the “My Account” > Group, where you will see an overview of current Members / Managers and any Pending invitations.  You can Remove users and also change their role here.
  • Add Member: In the left menu of the Group page (or navigate to “My Account” > Group > Add Member), you can “Add Member” to add a new user.

Who Can I invite / Who Should I not Invite?

For the protection of your account, please only invite users / teachers who are directly employed in your organisation / school.  Do not invite external or third party users that are not employed in your organisation as this can lead to account suspension. For the sake of clarity, please only invite members who have an email address ending with your domain name – ideally, avoid inviting  @gmail.com or other non-official email addresses as these users may be automatically forbidden / removed.

Re-invite Members and / or Managers

The owner or manager can view pending invitations by going to “My Account” > Group > Members > Pending invitations. From this page, the owner or manager can resend the invitation, cancel the invitation, or change the new user’s role.

Note: if the user is not receiving the invitation emails, see “Troubleshooting: Not Receiving Emails” section below.

Tags: invite member, invite not received, no invite, missing email

Change Billing or Number of Seats

If you are the Account Owner, you can modify the subscription, payment method and other administrative things.  To do so, navigate to “My Account” > My Subscription page, where you will see an overview of your current subscription plan, including dates and amounts.  You can also download invoices and modify payment methods.  If you are the account owner, you can also increase the number of seats available for your Group – go to “My Account” > Group > Group Settings page, where you can upgrade the number of seats available by clicking the “Add Seats” button and follow the onscreen prompts (see also the FAQ on how to Upgrade / Downgrade your subscription).

Change Group Name or Information

If you are the Account Owner, you can modify the Group Name, payment information and other administrative things.

To change the Group Name, navigate to “My Account” > Group > Group Settings, where you can change the Group Name.

On that page, you can also review billing and the number of seats available by clicking the “Add Seats” button and follow the onscreen prompts.

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All About Licensing / Usage Questions

Licensing Questions

At murraygadd.co.nz we have implemented a clear and fair pricing and licensing scheme for all users of our resources.

Our aim is to assist teachers and schools and to this end, we have produced (and shall continue to produce) many resources, some of which are / will be free. The major resources have taken considerable time and effort to produce and we believe the prices are fair, based on usage / size requirements.

There Are Two Types of Licenses:  

  • Free Resource License: If a resource is free, the license will typically be Creative Commons – which means you are free to do what you like with the resource, so long as you credit the Author (Murray Gadd).
  • Paid Resource License: Where a resource has been produced for purchase, the license follows the standard Copyright Act of New Zealand, in order to protect the Author’s IP rights.
  • All resources will clearly display the specific copyright and licensing details on them.  We ask that you please adhere strictly to these licensing rules to enable Murray to continue producing high quality material.

Paid Resource License: How Many Seats To Choose?

The paid resources cost are based on the size of the usage / size of the institution purchasing it.  We refer to these as “seats” – basically, it’s the number of professional users for your group / school / institution. At the product page for the paid resource you are interested in, you can select from a dropdown, the most appropriate number of seats according to your particular circumstances.

For example; If you are an individual buying this resource, then you should select “Individual” and the resource will then be licensed solely to you, for your own single personal usage and only you may use it. You are not permitted to share it with anyone and that means electronically, printed versions online versions / login access or otherwise.

If you are buying on behalf of an institution (a school for example), choose the number of teachers based at your school who will have access to the resource; e.g. “11 – 20 teachers”.  Once purchased, you can then provide access to the resource with the number of teachers / seats purchased for your institution.  You are not permitted to share resources (whether printed, electronic, video or otherwise) with any external institution, party or user (whether temporarily or otherwise) – they must purchase their own, so please “play fair” because we are not Netflix!

Can I Share Videos? How Do I Share Videos?

For any paid-for resource (for example Video Lessons / Subscription / Membership):

  • Public Performance: YES – you can share / play to you class or students, either physically in the same space, or via screen-share (e.g. zoom / skype) or other screen sharing method.
  • There is no “Video Link” that you can send in email.  Correct, you cannot share a video link (e.g. like a YouTube link) in email or other.  We do not host the videos on YouTube.  You will need to play the video with your students. Because it is a Teacher Aid, we highly recommend that you schedule a class / group zoom session and share the video with your zoom group so that you can talk to it and provide first hand discussion topics.
  • REMOTE how to share a video lesson with a class or others remotely, you can easily do so using a screenshare function of Zoom or Skype:
  • LOCAL / In the same room: share a video lesson with a class or others in the same room:
    • Log in to your Murray Gadd account and navigate to the video lesson you wish to share
    • Click on the video player and enlarge to full screen – ensure audio is on!
  • DO NOT share login access – keep your login details private please. Any sharing of login details is prohibited and can lead to a suspended or terminated account.

Tags: screen share, screenshare, zoom, share video, share lesson, how to share a video, download video, stream video, video lesson share, video link, download link, send video

 

Why can’t we share videos externally?

At the present time, it is not possible to share subscription video links externally.  There are a couple of reasons for this:

1) We do not host the videos on YouTube and there is no actual external Youtube link.  We made this decision because these video lessons are considered “Teacher Aids”.  Therefore, we highly recommend that you use them as part of a shared lesson.  You can play the video with your students either physically in the same space / room – or over Zoom / Skype or other screen share software.  You can read more about how to share the video during a Zoom / Skype call here: https://murraygadd.co.nz/shop/faqs/#collapse42

2) For licensing / copyright reasons.  Unfortunately, there is no way to protect the author’s copyrighted material once it is public.  Much time and energy has been devoted to these lessons and the author (Murray) has made the decision to keep these videos private, for paid subscriber’s use only.  In this respect, you can think of our service to be similar to “Netflix” where you are permitted to share your subscriber videos within your bubble, but you would not be permitted to share login links or distribute the videos on Youtube.

 

We understand that this makes it a little more tricky to enable students to learn in their own time – especially when remote learning.  In such cases, as mentioned above, we highly recommend that you schedule a class / group zoom session and share the video with your zoom group so that you can talk to it and provide first hand discussion topics, guidance and additional resource.

Having said the above, there are a couple of videos that are available on YouTube and occasionally, other lessons may be added there.

Tags: share a video, video link, external link, youtube link

Can I share Documents?

For free resources, the restrictions will typically follow Creative Commons rules.

For any paid-for resource, you are permitted to print one copy of the electronic version (for hard-copy usage) per each license / seat purchased.  So, if you have purchased a license of 11 ~ 20 teachers, you would be able to print the resource up to 20 times.  Please note you are not permitted to copy or share any video resource, unless it is expressly allowed.

There may be a few other document protection methods in use on paid resources.  For example: You may not be able to electronically copy / paste the text or images from within the document; You may not be able to annotate the document and; You may not be able to modify the document.

There is currently no document password in use at this time (though this may change)

 

Can I share my Login Access?

No, you are not permitted to share login details:

  • DO NOT share login access – keep your login details private. Sharing usernames and passwords for your account is strictly prohibited and will result in a suspended or terminated account.
  • Each individual user should have their own login account so that access can be managed correctly.
  • You ARE PERMITTED to invite members to join your Subscription group, if you are Admin or Manager, via the My Account dashboard (this is not the same as sharing login details.  Each user of the Murray Gadd membership system shall have their own unique username and password).

 

Can I Upgrade / Downgrade / Add more Seat To My License?

Additional information is provided in the Membership section above.

What if I Have License Issues or Other Questions?

Please do feel free to get in touch via the contact us page.

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All About Troubleshooting and Issues

First of all – we are sorry for your trouble.  We have put this section together to help 99% of users resolve common issues.  Please check through and try the suggested remedies here first before contacting us.

Troubleshooting: Log In Issues

If you are unable to login on the My Account Page with your username and password:

  1. Please try to reset your password – you can do so on the login screen, by clicking the link at the bottom” Lost your password? That link takes you to the reset password page where you can get a new password sent to your registered email address (the one you originally signed up with).  If you have several email addresses and you can’t remember the email address you used when you originally signed up, please check your email history to see if you can find any emails from “murraygadd.co.nz” – sign up emails have a subject line of “Your Murray Gadd Literacy account has been created!” … If you can successfully find the email, check the email address it was sent to – then that is the email you should use to reset your password.
  2. After you enter your email address on the reset password page, you will receive a password reset email.  You should then be able to log back in with that, and can then check your details and information are correct and up to date.
  3. If you can’t remember your original username or email address, you could create a new account, which you can do at the checkout or you can contact us and we will try to assist you.
  4. If you were signed up as part of a team – please contact your team administrator.

If you have reset your password using the above process and still cannot login, please contact us so that we can assist you.

 

Troubleshooting: Can’t Download

Unable to download resources

  • Video download: Please note that we do not allow videos to be downloaded if they are part of a membership resource (for example, the Murray Talks and Video Lessons videos) – instead you can stream them to your audience / class. Please search the FAQ for “How Do I Share Videos”.
  • eBooks / PDFs / Teacher’s Notes and other printable resources: We do not allow downloads that are part of a membership product to be downloaded unless the member is logged in.
For issues with downloadable resources and ebooks, the first step is to check that you are correctly logged in.  Visit the the My Account Page to verify that your account is active and has the necessary permissions to download the resources.  For example, check that you have purchased the resource that you wish to download.
You should have also received a confirmation email when you placed the order, so please check that email for the download links.
If you are still unable to download resources, read the following:
For some users, a common issue can be attributed to “stale computer cookies or cache”.  In other words, sometimes a device / computer can store an out of date page or information – this can also (less frequently) happen at a network level (e.g. in a school), and sometimes even at an ISP level for different reasons.
To check if this is what’s going on for you, follow these steps;
1) Try to load the site in an “incognito or private” browser
  • In Chrome, click on “the three dots” at top right of the browser window and then open a New Incognito Window (or press CNTRL +SHIFT+N)
  • Firefox, click the three lines (hamburger) at top right of the browser window and then open a New Private Window (or press CNTRL +SHIFT+P)
  • In Edge click on “the three dots” at top right of the browser window and then open a New InPrivate Window (or press CNTRL +SHIFT+N)
If the above works, the issue is to do with the cookies / cache in your ‘normal’ window.  In which case you can try the following
a) Log out from the website (if you are already logged in you can log out here).
b) Clear your browser cache and / or cookies, here’s how: http://www.refreshyourcache.com/en/home/
c) Then, log back in again and see if the issue continues – if it does try the below alternative steps:  https://murraygadd.co.nz/shop/my-account/

 

2) Alternative steps if the above didn’t work.

  • Please try to login with your username and password from a different browser or by using a different computer – even a different network (e.g. check it from your mobile data connection to see if the issue is your ISP).
  • If this solves the issue, the problem could be to do with a stuck cache problem with your computer (or network) it can happen for different reasons.

If you have tried all of the above without success, please get in touch with your network support provider to see if they can assist you.

If you still are unable to resolve the issue, do contact us so that we can assist you.  So that we can best assist you quickly, please mention in your email, all of the steps you have taken and also provide information on the device you are using (e.g. windows computer, apple mac, iPhone 8, Android tablet etc…) and the type of browser (e.g. Safari, Firefox, Chrome etc…) and also whether you are on a mobile data or on Wifi.  If you have received any error message, please let us know.

 

Troubleshooting: Unable to Watch Videos

Problems watching membership videos

The first step is to make sure you are logged in to your account and that you belong to an “Active” Membership account.  You can check the status by visiting the “My Account > My Memberships” tab in the my account page.  If you are not the administrator of your school’s account, please consult the person who is.
Once you have verified that your account is active, you can check the following:
Videos Won’t Load / Play:
  • Please check to see if another software / anti-virus or other is preventing the site from loading correctly?
  • For some users, a common issue can be attributed to stale computer cookies or cache.  In other words, sometimes a device / computer can store an out of date page or information – this can also (less frequently happen at a network level, and sometimes even at an ISP level for different reasons).To check if this is what’s going on for you, follow these steps;
1) Try to load the site in an “incognito or private” browser
  • In Chrome, click on “the three dots” at top right of the browser window and then open a New Incognito Window (or press CNTRL +SHIFT+N)
  • Firefox, click the three lines (hamburger) at top right of the browser window and then open a New Private Window (or press CNTRL +SHIFT+P)
  • In Edge click on “the three dots” at top right of the browser window and then open a New InPrivate Window (or press CNTRL +SHIFT+N)
If the above works, the issue is to do with the cookies / cache in your ‘normal’ window.  In which case you can try the following
a) Log out from the website (if you are already logged in you can log out here).
b) Clear your browser cache and / or cookies, here’s how: http://www.refreshyourcache.com/en/home/
c) Then, log back in again and see if the issue continues – if it does try the below alternative steps:  https://murraygadd.co.nz/shop/my-account/

 

2) Alternative steps if the above didn’t work.

  • Please try to login with your username and password from a different browser or by using a different computer – even a different network (e.g. check it from your mobile data connection to see if the issue is your ISP).
  • If this solves the issue, the problem could be to do with a stuck cache problem with your computer (or network) it can happen for different reasons.

If you have tried all of the above without success, please get in touch with your network support provider to see if they can assist you.

If you still are unable to resolve the issue, do contact us so that we can assist you.  So that we can best assist you quickly, please mention in your email, all of the steps you have taken and also provide information on the device you are using (e.g. windows computer, apple mac, iPhone 8, Android tablet etc…) and the type of browser (e.g. Safari, Firefox, Chrome etc…) and also whether you are on a mobile data or on Wifi.  If you have received any error message, please let us know.

 

Troubleshooting: Not Receiving Emails

When creating an account on our system / or placing orders / or resetting your password, it is essential to please ensure that you enter the correct email address. If you provide an incorrect email, you will never receive the emails.  Please double check the email you have entered.

We send emails for various reasons as follows:

  • When you initially register or place your first order, you should have received a welcome email (Subject: “Your Murray Gadd Literacy account has been created”);
  • Alternatively, if your school has joined our Membership subscription programme and has sent you an “invitation to join”;
  • If you place an order, make payment for a product;
  • When resetting your password, you should also receive notification emails.
  • Contact us for “Help” requests or other;

To be certain of receiving our emails, please whitelist / add to your address book the following emails from us:  [email protected], [email protected] and [email protected]

Not receiving emails? Check Spam Folders

If you don’t receive our emails within 30 minutes, please check your spam / junk mail folder.

 

We’ve tried everything and still don’t receive the emails!

  1. Ask your colleagues: In most cases, missing emails can be found to have been routed to the spam or junk folder (this can happen for various reasons).  Before taking further action – please ask other members of your school or team if they are receiving our emails fine.  If they are and you are not – it could indicate the issue is with your device.  You may wish to ask your administrator or IT / technical person for assistance.
  2. Check with your IT Provider: If you have checked with other members of your school / team and they also have not received any emails from us – this could indicate a wider issue within your school.  On rare occasions, a school’s email system or IT network provider may be blocking our emails (e.g. due to a particularly aggressive firewall or school network spam filter policy) – or even a filter / firewall at a higher level, perhaps at your ISP.  If you have checked spam folders / junk mail folders and still cannot locate any emails from us, in such cases, you will need to discuss the issue with your IT providers / or whoever looks after your school email system. Please ask your email providers / IT department / network administrators to unblock or whitelist emails from our @murraygadd.co.nz domain.
  3. Contact Us: If you still cannot locate the emails from us and you have performed the steps above – please contact us providing your name, address, username, Payment ID or any other relevant information and we will look into this for you.

 

Tags: no email, missing email, junk folder, spam folder, spam email, not receiving email, not getting email

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All About Terms and Conditions

Privacy / Copyright Other Terms

For Privacy and general website Copyright information, please consult our Terms and Conditions of Sale here.

For Copyright information concerning Murray Gadd Literacy material, please consult the Copyright Statement that will be published on one of the leading pages within the document.  Since there are different versions, these need to be consulted separately.


More Questions

If you are still looking for answers, please contact us so that we can assist you.

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