Why my email is not recognized when logging into Learnerbly?
If your company uses SSO (Single Sign On) for you to log into Learnerbly, and you are getting an error, it might be because the email we have registered in our system does not match the one registered with your SSO provider.

Have you checked that your email address is correct and you are still getting an error trying to log in to your Learnerbly account? If so, check out this article on how you check if your log-in email and SSO are matched 😉

How long do requests take to process?

Click here for more information

Can I track my request?

You can see the status of your requests by logging into Learnerbly, clicking the icon in the top-right corner, and then 'Your requests'. This will show your request as one of the following stages:

Unfortunately, we are not currently able to provide direct tracking information for your request once it's been purchased by us, but you can find out more about expected arrival times here or reach out to our support team for more information.

Can I cancel a request?

Yes, if your request has not yet been approved. You can cancel your request from your side by heading to your Learnerbly account and go to "Requests" section and click the cancel button. If its a virtual card request, you need to reach out to us and we will cancel the request for you. If this is marked as "Approved" but not yet "Purchased", we may be able to cancel this for you.

Please get in touch with us via Intercom as soon as possible, and we will do our best to cancel this. For any request which is cancelled, the funds will be returned to your learning budget.

Please be aware that Amazon books are purchased through our automated system. Once your order is placed, we are unable to modify any of your information. Our only option is to request cancellation if the order has not yet been dispatched. Please double-check your details at checkout to avoid any inconvenience.

Can I make my actions/requests private from my colleagues?

Yes - when you make a request on Learnerbly there will be a toggle option to make that action visible to your organization or private between yourself and your approving manager.

All you need to do is uncheck the button titled "I'm happy for this request to be shown to others at Learnerbly" before you submit the request. This option is checked by default.

To hide your request from your colleagues, please ensure this is turned off.

Can I make my actions private from my manager?

At the moment that is not possible. All actions will be visible to your approving manager(s).

Is it possible to upgrade the subscription I requested?

We cannot make changes once your request has been fulfilled. However, if your subscription request is not yet approved or fulfilled, we can cancel it for you, allowing you to re-submit the request for your desired subscription plan.

I have received a notice/invoice with import duty charges for my request - what do I do with it?

Please get in touch with us and provide copies of the notice. Do not make payment for this, we will handle the payment for you. Any additional payments/costs as a part of your request will be deducted from your Learning Budget. Unfortunately, we are not able to reimburse you for any payments made by you for duty/import charges.

I want to create a Playlist

Just follow the instructions in this article for more information about how to create your own Playlists.

If I missed redeeming it on time, can I receive a new code or access link?

Any code or access links have a validity period that can span from a week to a month, and it's the user's responsibility to redeem the details before they expire. Unfortunately, we cannot generate another code or access link for you if you missed redeeming it on time. To learn more about code validity policy, please check this article.

I'm getting an error when trying to activate my subscription

When you purchase a resource that gives you subscription-based access to the site's content, you will receive an email with an instruction on how to activate your subscription along with a subscription code or an access link.

Please follow the instructions in the email which will either involve you need to click the access link from the email that you received or apply the subscription code.

If you still get an error or it says that the code or the access link is invalid, try checking the subscription status from your account to double-check if you might have already activated your subscription without noticing it.

After trying these suggestions and still getting an error or invalid code/link, please feel free to contact us so we can follow up with this with the provider.

I see a cheaper price on the provider's website. Can Learnerbly get my request at that price?

We try our best to reflect our providers prices as accurately as possible, however, providers update their prices from time-to-time so what's shown on Learnerbly may not reflect the latest price. Providers may also offer promotions or sales to individuals which cannot be reflected on Learnerbly especially if the provider is in partnership with us.

Where is my access link or a voucher code for a subscription?

You will be receiving an email directly from Learnerbly with a link for your voucher code to activate your subscription or you can locate it in the "request" section within the Learnerbly app.

You may also receive an email on how to access your details directly from the provider. We suggest to check all your inboxes including your spam and junk mail to locate the email.

If you still can't find the email for your request, feel free to contact us via Intercom and one of the team will be able to help you.

For more information about digital resources, please click here.

I've moved to another country, how can I change that on the Learnerbly platform?

No worries! Just send us a message on Intercom and our team will be able to help you with your query.

Help! There seems to be a problem with my account.

If you think there is an issue with your account, you can contact us through Intercom, leave us a message, describe the problem in detail, and share any screenshots with the URL of the problem. Our team will take a look at it, and we will help you to solve your problem.

My request got cancelled, how come?

You will always receive a cancellation email with an explanation of why your request got canceled. Please check your inbox and junk/spam folders if you haven't seen the email. However, the main reasons requests get canceled are:

What languages do you support?

At the present time, Learnerbly only operates in English. Therefore, to ensure consistency across countries, resources must be available in English.

Some of our providers offer alternative languages or subtitle options. Some examples of these are:

Note: We highly recommend checking the provider's page for the specific resource you are inquiring about, particularly for Domestika, as the majority of their audio is in Spanish. Please review this information before finalizing your request, as some resources may not have English subtitles or audio.

What is work-related training?

“Work-related training” is defined as any training course or other activity which is designed to impart, instil, improve or reinforce any knowledge, skills, or personal qualities which are, or are likely to prove, useful to the employee when performing his/her duties or will qualify or better qualify the employee to undertake the employment, or to participate in charitable or voluntary activities arising through the employment.

Work-related first aid and health and safety courses will also qualify.

Language training is available through Learnerbly for the purposes of country relocation and/or where the learning of a foreign language is required for work purposes.

Hardware, such as Kindle devices, does not qualify as "work-related training" under this policy.

Stationery products, such as notebooks, diaries etc, don't qualify as "work-related training".

For more information, please visit the article

Why I can't see the ''request'' button?
If you cannot see the "Request" button, it could be due to the following reasons:

At the moment, it is not possible to acquire resources between regions.

Additionally, if you used to see the "Request" button before but now it's not available, it means that the resource got deactivated from our app and the provider of that particular resource does not offer reliable and fast delivery to your region and does not align with our Content Policy.

Additionally, for Amazon books, if you don't see the request button but your colleagues do, it means that the particular book is currently available in their Amazon region but not in yours.

Can I change my login for my personal email?
Contractually it is not possible.

Your access to Learnerbly is via your company and their agreement with us therefore we are only able to send resources to workplace email addresses.

Likewise, due to GDPR reasons, we cannot change the users' login details to their personal emails or send any information to personal emails.

For more information about our policy on personal email, please visit the article

I have a new manager, how can I make this change on the platform?

If you need to update your manager approver, either because they are on holiday or are no longer part of your organization, you need to contact your People Team and your admins at your company and they will be able to make the appropriate changes.

Alternatively, you can also contact our Support team on Intercom with the details of your new approving manager and we will be more than happy to help with your query.

Once the changes have been made, refresh your dashboard and you will see the updates applied. You can then follow up on any pending requests with your new manager approver.

What can I use my Learnerbly Budget for?

You can use your Learnerbly budget to request learning resources, from books to online courses and coaching, via the Learnerbly platform.

For more information about credits, please click here.

How long do I have to use my Budget?

Each budget is tied to a budget cycle determined by your company. Your company's Learnerbly Administrator will be able to help let you know the start and end date of your budget cycle.

Will my Budget expire?

At the end of your budget cycle, your budget will expire and reset. Once your previous budget expires, it becomes inactive and cannot be used. Your company may choose to carry over some or all of your remaining budget from the previous cycle.

Can I increase my Budget available?

In order to make any changes to your budget, please reach our to your company's Learnerbly Administrator.

Can I top-up my Learnerbly Budget with my own money?

Since your learning budget is technically from your organization, only they can allocate, deduct, and top up amounts to your budget.

Can I put my Learnerbly Budget towards something, and pay the rest myself?

At the moment we are only able to process full transactions and not part payments towards a resource. If your chosen resource is more expensive than your remaining budget, please speak with your Administrator about topping up your budget via your company.

Why can't I see my budget in the app?

Here are some possibilities why you couldn't see your budget: