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 (search the FAQ for the relevant terms that apply to find the detailed information)

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

Update or Change Password or Email / Details

If you still know your email address and password, but would like to change or update them, you can do so via your My Account Info Page.  Once you have logged in you will be able to update your details using the Edit Account option and you can modify your name, email, password and other information.

If you have forgotten your details, see the section below on how to get a reminder or create a new one.

Best Practice For Choosing A Strong Password:

  1. Please ensure to choose a strong password to avoid unauthorised use / getting hacked.
  2. Don’t use a password that you have used anywhere else – e.g. it should be unique.
  3. Never share your password with anyone else.
  4. Your password should contain a mixture of letters, numbers and characters.
  5. Some people prefer to choose a phrase containing three or more words, such as “the-sun-w@s-out-2day” (don’t use this one obviously!)
  6. We recommend that you use password management software such as Last Pass (Password Manager software) to help you remember passwords.
  7. You may also find the random password generator helpful.

Tags: change password, update password, update details, change my info, change name, change email

Forgotten Password

If you have forgotten your password, don’t worry, you can easily reset it yourself via our self-service password reset process.

  1. Please go to the My Account Page and underneath the Login section,
  2. Click Lost your password? link and follow the instructions to receive a password reset email.
  3. Ensure to check your inbox – you should receive the email within 10 minutes.
  4. If you don’t see or can’t find the email, check your spam/junk folders – the email subject will be “Password Reset Request for Murray Gadd Literacy” and the sending email address is “[email protected]” so please whitelist our address.
  5. Once you have received the password reset email, you can easily reset your password.

Best Practice For Choosing A Strong Password:

  1. Please ensure to choose a strong password to avoid unauthorised use / getting hacked.
  2. Don’t use a password that you have used anywhere else – e.g. it should be unique.
  3. Never share your password with anyone else.
  4. Your password should contain a mixture of letters, numbers and characters.
  5. Some people prefer to choose a phrase containing three or more words, such as “the-sun-w@s-out-2day” (don’t use this one obviously!)
  6. We recommend that you use password management software such as Last Pass (Password Manager software) to help you remember passwords.
  7. You may also find the random password generator helpful.

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

Forgotten Email Address

If you have forgotten your username or email address, you won’t be able to login – but more importantly, you won’t be able to reset your password either!   Due to security policy, you cannot reset your account email if you are not logged in.  However, to help you, here’s some tips on what you can do to try to “remember” the email you signed up with:

  1. If you are a member of a school or group, please check with the administrator / Owner for your group – they should be able to tell you what email address to use.
  2. Try a search in your inbox.  Open your email and search for “Murray Gadd Literacy” to see if you can find any emails sent to you from our membership site / store.
  3. If you can find an email from us, take a look at the email address we sent it to – and try that to login or to reset your password with.
  4. If you cannot find any email from our system, check your junk / spam folders.
  5. If you still can’t find anything, please get in touch with us and we will assist you.

Tags: forgot my email, can’t remember email, lost username, forgotten username, lost email

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Two Factor Authentication

What is Two Factor Authentication

Two-factor authentication (2FA) acts as an additional user verification tool when you log into – or when you register and create your account.  In addition to your username / password, you are also asked to verify your account using a second authentication method.

How Am I Affected?

We are enhancing the security for our on-line resources by introducing Two-factor authentication (2FA) in November 2021.

We think it’s easy and straightforward and we very much hope you’ll agree.  In a nutshell, our login and registration process is changing to help protect and verify your account.

Here’s what you need to know:

  • You now need to add your mobile number when logging in or registering for the first time;
  • If you have not added a mobile number, you’ll be prompted to do so at your next login or at the checkout if you are registering;
  • When you add your mobile, we will send you an SMS verification – called a One Time Passcode (or OTP);
  • The OTP helps us verify you and keep your account safe and secure;
  • There is no charge for this service and you will not pay anything to receive the OTP;
  • Once you’ve added your mobile, you will be able to log in faster next time and use it for password resets;
  • Soon we will introduce additional login methods to provide alternatives and make your experience as fast and secure as possible.

What is OTP

OTP stands for One Time Passcode.  It is a code sent to your mobile phone, email or device that you will be asked to type into the website.  The OTP helps to ensure the security for your account and in the case of your mobile, helps us to know we have your correct mobile number.

Why Must We Add / Verify Using OTP?

We want every user to enjoy a trouble free experience and that includes having a secure account.  Usernames and passwords alone are not particularly secure.  We are moving to a more secure method of registering & logging in our users by asking everyone to add and verify their account via an OTP (One Time Passcode).

Currently we are using SMS text messages (free) to achieve this and asking users to verify via their mobile number. It’s very easy and soon we will also be introducing additional OTP methods to enable you to add that all important extra layer of security to your account.

How Do I Add My Mobile Number?

When you register, you will be asked to verify your account via mobile.

If you are already a registered user, when you next login, our system will check to see if you’ve added a mobile number.  If we are unable to find a mobile number added to your account, you will need to add one before continuing.

It’s simple to add your mobile number, just add the number and we will send you a OTP (One Time Passcode) to verify your number is correct – please ensure you have added the correct mobile number!

When you receive the OTP on your phone, simply add the verification number to the login screen.  This is a free and quick verification method.

How Do I Change My Mobile Number?

To change your mobile number please do so via your My Account page.

If you have lost your mobile, please contact us so that we can assist you.

Error Messages & Troubleshooting

If you encounter any of the following “Oh Snap” messages, here is a brief explanation of what they could mean, and how you can avoid them:

 

Invalid Mobile Number!

  • Try to re-enter your mobile without spaces and without the leading zero
  • Make sure you are using the correct country code for your number (the default is set to NZ +64)
  • Example: if you have an NZ mobile number like this: 020 912 3456 – enter it like this :  +64 209123456

 

Mobile Number already in use!

  • This message means the mobile number entered is already allocated to another account.  Do you have two accounts?  It’s not best practice to have more than one account.  If you have a special use case for more than one account, or if you want us to delete the duplicate account, please contact us so that we can assist you.

 

Invalid OTP!

  • This message means the OTP or One Time Passcode sent to your phone is incorrect. please double check it and try to enter it again.

 

Email is Invalid!

  • This message means the email entered is not recognised, please double check the entry and try again !

 

Not Receiving The OTP Code

  • We use Google’s global servers to deliver the SMS messages.  These have a 99.999% reliability – therefore you should receive the OTP code within less than 1 minute.  However, this also relies on your mobile network provider.  Occasionally, there could be a delay due to a poor mobile signal or an issue on your mobile network.  Please wait 2 – 3 minutes and if you have not received the OTP, ensure you have entered the correct mobile number – then re-request the OTP.
  • If you have tried three times and still have not received the OTP – please contact us so that we can assist you.

 

I need help or have question

If you need help, please contact us so that we can assist you.

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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

 

How / where do I place a Subscription order to access resources?

To place an order for your school to access subscription resource simple follow these instructions:

  1. Go to the subscription resource page = “Annual Subscription for PLD
  2. select the size of your school, then click “Sign Up Now” button
  3. Proceed to checkout and if you already have an account with us, login or if not, complete the registration form field.
  4. If you are a new user, you will need to complete the OTP check.
  5. Make payment with your credit card and then check your email.

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.

Please see the section below which details all about Memberships and Subscriptions and how to manage them.

 

Tags: order subscription, sign up school, school account, teacher resource access

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, direct debit, payment options

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

 

Invoices

We ALWAYS send invoices for all purchases.  Invoices are sent to the registered email address of the Account Owner.  If you have not received an invoice, please follow these steps:

  1. Check with the ‘account owner’ to see if they received the email;
  2. Account Owner can log in to their Murray Gadd account and re-download the invoice;
  3. Ensure Account Owner has entered their correct email address;
  4. Check spam folders;
  5. If you still can’t locate the email / invoice, please try the Troubleshooting section at the footer of this page (look for “Not Receiving Emails”)

Tags: invoice copy, get an invoice, need invoice, purchase receipt, receipt

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”.

eBooks and PDFs

In order to download and access any of our free or paid-for PDFs or eBooks, you will first need to login, (or create an account if you haven’t already done so).  The, go to the product you wish to download, and either purchase it, or simply ‘add to cart’ if it’s free.  Then proceed through the checkout and you should then reach your “My Account” page.  You will then be able to download the PDF or eBook from within your “My Account” > “My Orders” section.

Password:

If you have purchased an eBook, you may be asked for a password to open it.  Please use your registered email address.

Please note that you are not permitted to edit, distribute or share these resources, without our permission.

Tags: pdf, ebook, pdf password, ebook password, document open password

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).

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 refunds for cancellations.

If you wish to cancel a Membership / Subscription, see the instructions in the answer below.

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, refund

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:

  • 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 either login if you are already a user on our site, or create a new account.  If you are creating a new account you may be asked to complete an OTP SMS verification.
  • 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).

 

Where / How Do We Set Up / Start A School Membership Subscription

Here are the steps that must be taken to add a school account and invite members:
1) Agree who will be the “Account Owner” – the person who will set up the first account and be responsible for the annual subscription payment.  This is typically the principal, deputy principal, office / school administrator or someone with top level responsibility.
2) The Account Owner signs up at the subscription page where they choose the appropriate membership level along with the Team Name (e.g. “ABC School”).
3) Once the Account Owner has successfully completed the sign up / payment steps, they will arrive at the “My Account” dashboard.  From there, they can visit the My Account > Groups > Add Member page, to begin adding staff Members – or if preferred – they can add an Account Manager – someone who can administer the school membership for all the staff that need access, by sending out invites.
4) When the Account Owner or Account Manager adds staff Members, the staff member will receive an email “Invitation To Join [Team Name]”.  They can then either register as new, or sign in if they already have an account on our website and once that’s done, they will be able to access all of the resources as part of your team membership.
For more information, read the additional FAQs on this page.

Managing a Group Subscription

Once you have purchased the appropriate subscription for your team, 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:

Account OWNERMANAGERMEMBER
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 Account Owner can only be a single individual because they need to be responsible and accountable for billing purposes. The account 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, add teacher, add staff

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 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.

 

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

 

Upgrade 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).

Occasionally, we have had reports that upgrade pricing can appear incorrect or not right (e.g. doesn’t seem to be pro-rated).  If the upgrade pricing doesn’t seem correct to you, please do contact us so that we can check you are upgrading correctly and that you will be paying the correct upgrade fee.

Tags: upgrade account, more seats, increase users, add seats

 

 

Add, remove 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.

Remove / change seats

You cannot remove seats from an existing license (if you wish to downgrade, see the below downgrade article), however, you can remove or change users from existing seats.  To remove and change users, names and email addresses associated to an existing membership, please go to the “My Account > My Membership > Manage” section.

Please contact us if you need assistance.

 

 

 

Downgrade a Membership Subscription

A downgrade of a Membership Subscription plan is currently allowed and it is where you reduce the number of seats, e.g. move from a 20 seat plan, to a 10 seat plan – thereby lowering cost.  You do NOT need to do this if you are removing / adding users – in that case see the above article “Add, remove or change users / seats to a license”.

There are several options to downgrade – it’s up to you which method you choose and depends on where in the billing cycle you are:

Early or mid-cycle downgrade:

Unfortunately, due to license restrictions, we are not able to provide refunds following a downgrade during an existing membership subscription billing cycle.

Within this cycle, you have several choices – one of the following can be used:

  1. Switch Subscription > to do this login and navigate to “My Account > My Subscription” > Upgrade / Downgrade button.  This will allow you to go through the process of re-ordering a different subscription level, via the product page. IMPORTANT PLEASE NOTICE: Switching cancels the existing team and all associated memberships, and then creates a new team. You will need to add or reinvite all users to the new team after switching.
  2. Cancel the Membership and then either wait for it to terminate/expire (which will occur at the end of the Subscription term) and then purchase the more preferred ‘lower number of seats’ membership –
  3. or purchase a new membership for the required seats and wait for the original license to expire (which will occur once you cancel it from within the My Account section).

See: How do I cancel for more information

End of cycle downgrade:

If you would like to downgrade a subscription PRIOR to its annual renewal, you can do so via one of the following options:

  1. Switch Subscription > to do this login and navigate to “My Account > My Subscription” > Upgrade / Downgrade button.  This will allow you to go through the process of re-ordering a different subscription level, via the product page. IMPORTANT PLEASE NOTICE: Switching cancels the existing team and all associated memberships, and then creates a new team. You will need to add or reinvite all users to the new team after switching.
  2. PREFERRED METHOD: contact us one month before the renewal date (e.g. when you receive the renewal reminder) and we will assist the downgrade so that you don’t need to re-invite previous members.

Please Note: we are not able to assist with downgrades after a subscription renewal or provide refunds “after the fact”.  Thank you for your understanding.

Tags: downgrade, remove seats, downgrade

 

How To Renew Subscription?

Your membership subscription payment should automatically renew each year on the anniversary of your joining date – please see the following article.  You can also log in to your My Account page and manually trigger the renewal process.

Please contact us if you need assistance.

 

Automatic Renewal

Your membership subscription payment should automatically renew each year on the anniversary of your joining date.  You will receive a reminder notification email approx 30 days and then around 7 days 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 subscription 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.

If you do not wish to allow automatic renewal, or if you wish to cancel, please see below.

Please contact us if you need assistance.

Updating Your Membership or Payment Details

If you would like to remove a credit card, add a new one, or change any of the details of your payment card, you will need to log in to your “My Account > Payment Methods” section, where you can manage them.

Sometimes credit cards completely change when they are reissued, or the expiry date or CVV number might change when it has been renewed by your bank.  To avoid payment failure at the automated renewal date, you will need to log in and update your credit card in the “My Account > Payment Methods” section.

We do 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, change card, add new credit card

 

 

Cancelling Membership Subscription

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 for early cancellations.

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 – and anyone connected to your account – will lose access to the paid-for resources.

Once you have cancelled your account, your credit card information will also be removed automatically.

If you are an Administrator for other users on your account, it is important to note that all users under your school / organisation account will lose access at the time your account lapses.  Please kindly ensure that you inform all such users who may be affected so that they are aware of the situation – this is helpful to us, as we would prefer not to have multiple users contacting us from your team, asking why they are not able to gain access.

How To Cancel Your Membership Subscription

Please note: Only the “owner” of the account can cancel it.

  1. Go to https://murraygadd.co.nz/shop/my-account/ and ensure that you login as the account owner, if not already logged in.
  2. At the My Account dashboard menu on the left, click on “My Subscription”
  3. You should then see the summary status of your subscription and next to the line titled Actions: > click on the “Cancel” button and follow the instructions.

It is useful to mention that you can also re-subscribe / re-activate or renew from this page in the future, should you wish to restart the membership.

Of course we will be sorry to see you go!  If you would like to provide feedback as to why you are cancelling, please send it to: [email protected]

Tags: cancel, cancel membership, cancel subscription, close account, deactivate account, cancel renewal, stop renewal 

 

 

Why have I been charged a renewal fee / How can I get a refund

The annual subscription is just that – an annual subscription – which is payable annually in advance.

We do send out renewal reminders on 30 days, 7 days and 1 day prior to the renewal fee being taken.

Unless there are exceptional circumstances – no refunds will be made. Refunds are generally not provided in part or whole, for early cancellations during a subscription period.

  • It is your responsibility to know when the subscription renewal payment will be taken;
  • It is your responsibility to cancel the subscription if you no longer need it (see how to cancel in the FAQ page);
  • We do not provide refunds for late cancellation or mid cycle.
  • If you have ‘forgotten to cancel’ and get charged, do not expect to be entitled to a refund.

If you believe you are entitled to a refund – please contact us to discuss your individual case

If a refund is applicable in your case, please be aware of our refund terms:

  • Refunds will ONLY be made at our sole discretion and will be considered on a case by case basis without obligation.
  • If we determine a refund is acceptable, it will be processed back to the original card;
  • We cannot “transfer funds” to another account or another payment method;
  • Allow 5 – 7 working days for the payment to arrive;
  • The refund amount will be the total original payment amount, minus any fees we incur during the refund process.  This fee will typically be charged at 4% of the total original amount, PLUS any other disbursement fees (if relevant).  We will advise you prior to any refund, what the refund and deduction amount will be.

Where possible, we would be happy to transfer a subscription to a new team member etc.

Where possible, we would be happy to transfer a subscription to a new team member etc.

If you believe you are entitled to a refund – please contact us to discuss your individual case

 

 

Tags: renewal fee, cancel fees, cancel subscription, cancel renewal, stop renewal, refund, refund of fees, charge

 

What Happens To My Member Access If The School Cancels The Subscription

If a school cancels a subscription, every individual member attached to that team will lose access to the paid-for resources.

When they cancel their membership, you will still have access to the resources until the next subscription renewal date.  At the next subscription renewal date, your membership will lapse, meaning you will lose access to the paid-for resources.

If you wish, you can re-subscribe under the individual programme.

Tags: cancel, cancel membership, cancel subscription, close account, deactivate account, cancel renewal, stop renewal

When Is New Content Added?

We plan to release new content and videos frequently.  You may subscribe to our newsletter (via the sign up form in the footer of the website) to receive up to the minute information on what’s happening – or you can simply browse our news pages to see when a new video or article or product has been released.

tags:  new content, new videos, new articles

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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!
  • 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: seats, license, school size, share login, share resource

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, share login

 

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).

Tags: share login, share resource, share access, share password, share username, account security

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: Username / Password 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: Unable to Log In, Stay Logged In or Log Out

Problems logging in, staying logged in or logging out

The first step with these issues is to determine if the problem is at ‘your end’ or ‘ours’.  Quite often, issues can be caused locally due to some strange ‘cookie’ or cache issue on your computer.
To rule out the issue being on your side, please try the following steps and if nothing works, please contact us.

1) Try to load the site in an “incognito or private” browser window
  • In Chrome, click on “the three dots” at top right of the browser window and then open a New Incognito Window. Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.  Mac: Press ⌘ + Shift + n.
  • Firefox: click on the Firefox Menu in the upper-right-hand corner of the browser and select New Private Window.  You can also use the shortcut Shift + ⌘ + P (on macOS) or Shift + CTRL + P (on Windows/Linux).
  • In Microsoft Edge: open the Edge Menu in the upper-right-hand corner of the browser window and select New InPrivate window. You can also use the shortcut Shift + CTRL + N.
  • To open a Private Browser window in Safari, go up to the File Menu and select New Private Window. You can also use the Keyboard shortcut Shift + ⌘ + N.
1b) If the above works, it means the issue is to do with the cookies / cache in your ‘normal’ window.  In which case you can try the following to clear them out and restore the normal session:
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 – even better – 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.  To solve this you can also try the steps mentioned in 1b above.

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: 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.

 

1) Not Receiving Emails – General Tips

  1. When creating an account on our system / placing orders or resetting your password, it is essential to ensure that you enter the correct email address. If you provide an incorrect email address, you will never receive the emails.  Please double check the email address you have entered is correct.  You’d be amazed at how many people still enter incorrect email addresses for themselves… We know you’re busy but slow down when you’re typing your email address so that you don’t make a typeeeooo ! 🙂
  2. Emails are ALWAYS sent to the “owner” of the account….. if you are not the bill payer, you may not receive the invoices etc… check with your school’s account admin person (or the person who manages your Murray Gadd account)
  3. We ALWAYS send emails 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”);
  • If your school has joined our Membership subscription programme and your administrator has sent you an “invitation to join”;
  • If you place an order (free or not) or make payment for a product – you ALWAYS should receive an invoice – even if it is zero.
  • Automatic subscription renewal reminders (sent on 30 days and 7 days prior);
  • Automated subscription payment renewals – and yes, we ALWAYS send an invoice for these;
  • When resetting your password, you’ll be sent notification emails;
  • If you 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]

2) Not Receiving Emails – Check Spam Folders!

  1. To be certain of receiving our emails, please whitelist / add to your address book the following email addresses from us:  [email protected], [email protected] and [email protected]
  2. If you don’t receive our emails within 30 minutes, please check your spam / junk mail folder.

 

3) Not Receiving Emails – Check with your IT Provider

  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.  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.

 

4) Not Receiving Emails – Missing invoice?

  1. As mentioned above, we ALWAYS send invoices for every purchase, even zero cost items and automated subscription payments.  If you are not receiving invoices, you will need to follow all of the steps above to troubleshoot why you are not receiving our emails.  As a ‘stop-gap’, you can log into your “My Account > Orders” page and then download a copy of the invoice…. however, you really should find out why you’re not getting the emails, otherwise, this issue will continue.

 

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

 

 

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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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