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…

This is because someone has added you to their Group Membership.  It should be fairly straightforward to sign up – follow the onscreen prompts. Please get in touch with the administrator for your establishment if you have any questions.

Tags: email invite , member invite

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

Bulk Orders

Most products 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.

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

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.

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

 

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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.

Upgrade or downgrade a license / number of seats

You can upgrade your membership license / number of seats in the “My Account” section.  For example, if you purchased a 2 ~ 10 seat license and would like to add additional seats, you could login and pay the difference to upgrade to the next seat license (e.g. 11 ~ 20).  At the time of writing, the cost is pro-rated, meaning you simply pay the difference in cost to upgrade the current billing cycle until its end date.  At the beginning of the next billing cycle (renewal date), you will then be automatically charged the upgraded license cost.

Unfortunately, we are unable to provide downgrades.  If you wish to downgrade a membership (reduce number of seats), you will need to 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

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.

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 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?

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.
  • No sharing login access – keep your login details private.
  • There is no “Video Link” that you can share (e.g. like there is on YouTube)… so you will need to play the video with your students (because it is a Teacher Aid).

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

Can I share my Login Access?

In a nutshell – No, you are not permitted to share login details.

  • Each individual user should have their own login account so that access can be managed correctly.
  • Sharing usernames and passwords for your account is not permitted and can lead to account termination.
  • You ARE PERMITTED to invite members to your Subscription group, if you are Admin or Manager, via the My Account dashboard.

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 Upgrade / Downgrade / Add more Seat To My License?

Additional information is provided in the Membership section above.  However, here is the basic info:

At this time you cannot downgrade.  If you wish to purchase additional license “seats” for your paid for resource – you should be able to do this in the My Account section.

If you need assistance, please get in touch via the contact us page.

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 on the login screen, using the email address 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

Please note that we do not allow videos to be downloaded if they are part of a membership resource.  Nor do we 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

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, please ensure that you enter the correct email address. 

When you initially registered or placed your first order, you should have received a welcome email (Subject: “Your Murray Gadd Literacy account has been created”) and when placing an order and making payment for a product, you should also receive notification emails.

If you don’t receive these emails within one hour, please first check your spam / junk mail folder.

If you still cannot locate the emails from us, please please contact us  providing your name, address, username, Payment ID or any other relevant information and we will look into this for you.

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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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