FAQs

Your Learning Success Manager is your dedicated point of contact at NEI. They help you set goals, track progress, adjust your schedule, and answer any questions about your learning plan. You can reach your LSM via email or through the messaging feature on the platform.

To change the email address on your account, please contact your Learning Success Manager or email hello@ne.institute. For security reasons, email changes are handled manually by our team.

NEI takes your privacy seriously. We comply with applicable data protection regulations. Your lesson recordings, conversation data, and personal information are stored securely and are not shared with third parties. You can review our full Privacy Policy on the NEI website.

If you miss a lesson without canceling in advance, the lesson unit will be deducted from your plan. NEI's cancellation policy requires notice at least 12 hours before the lesson start time. Please see the Scheduling section below for full details on the cancellation policy.

Yes. Ada™ conversations are processed securely and used only to improve your learning experience. Conversation transcripts are available to you and your instructor for review but are not shared externally. Ada™ uses enterprise-grade encryption for all voice and text data.

To update your credit card, log in to the NEI platform, go to your Account Settings, and select the Billing section. You can add a new card or update your existing payment method. If you have trouble, contact your Learning Success Manager for assistance.

For any billing questions — invoices, charges, refunds, or payment issues — please contact your Learning Success Manager or email hello@ne.institute. Our team typically responds within one business day.

You can cancel a 1:1 lesson free of charge up to 12 hours before the lesson start time. Cancellations made less than 12 hours before the lesson or no-shows will result in the lesson unit being deducted from your plan.

Log in to the NEI platform and go to your Schedule page. Find the lesson you want to cancel and click the Cancel button. You will receive a confirmation email. Remember to cancel at least 12 hours in advance to avoid losing a lesson unit.

Available lesson times depend on your instructor's availability and your time zone. If you are having difficulty finding a suitable time, contact your Learning Success Manager. They can help coordinate additional availability with your instructor or suggest alternative time slots.

A legal cancellation is one made 12 or more hours before the lesson — no lesson units are deducted. A penalty cancellation is one made less than 12 hours before the lesson or a no-show — the lesson unit is deducted from your plan as if the lesson had taken place.

Yes, you can join 1:1 lessons from a mobile phone or tablet. We recommend using Chrome on Android or Safari on iOS for the best experience. Make sure your device has a working camera and microphone, and use a stable Wi-Fi connection for optimal video quality.

If your teacher has not joined within 2 minutes of the lesson start time, please wait a moment as they may be experiencing a brief technical issue. If the teacher still does not appear after 5 minutes, leave the room and contact your Learning Success Manager. The lesson will be rescheduled at no cost to you.

The Replay Challenge is an activity where you re-watch a recording of your recent lesson and complete practice exercises based on the content. It helps reinforce vocabulary, grammar corrections, and key discussion points from the lesson. You can find available Replay Challenges in your dashboard.

Extra English is optional practice material assigned by your instructor or recommended by the platform. It may include reading exercises, listening tasks, writing prompts, or grammar drills that complement your recent lessons. Check your dashboard for available assignments.

Absolutely. You can share documents, presentations, articles, or any other material with your instructor before or during a lesson. Many students bring work-related content to practice real scenarios. Just let your instructor know in advance so they can prepare accordingly.

Visit the Troubleshooting page in the User Guide for step-by-step solutions to common audio, video, and connection issues for both Ada™ and 1:1 lessons.

Visit the Shared Lessons Guide in the User Guide for complete details on how to invite a friend or colleague to your lesson, how booking works, and answers to common questions.

Visit the Ada™ Your AI Aide Guide in the User Guide for tips on getting the most out of your Ada™ conversations, including how to ask for simpler explanations, build vocabulary, and track your Micro-Topics.