FAQs for Users

Useful FAQs for users of the Learnerbly platform

Galina Grkovikj avatar
Written by Galina Grkovikj
Updated over a week ago

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?

  • Books sold by Amazon 5 working days

  • Digital Content within 1-2 working days

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:

  • Pending approval - this is awaiting approval from your manager

  • Approved - this has been approved and is in our queue for processing

  • Purchased - this has been purchased for you, and is on its way!

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. By logging into the 'Your requests' page of the Learnerbly platform, you may be able to cancel this by clicking the icon in the top-right corner of the request ticket. If this is listed 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 note that Amazon books are purchased by our automatic system. Once your order has been placed, there is a very small window of less than 3 min to make any amendments. 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 organisation 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).

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.

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 and sales from time to time without prior notice. When we come to purchase a resource for you, we aim to purchase it at the lowest price available. Additionally, in some cases, prices that you see directly on the provider's website are prices before taxes, fees and/or shipping. You will only be able to see the real final price at the moment of checkout.

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

After receiving the notification email from us that we have purchased your request, you should receive an email either from Learnerbly or from the provider with the credentials of your subscription within 2 working days.

If you are unable to locate the email, we suggest checking your junk or spam folders as sometimes the firewall security system can block external emails from some providers.

If you still can't find the email for your subscription, 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:

  • There was a price change at the moment of purchasing this for you, we sent an email, and we didn't hear back from you after 5 working days

  • Your request is out of stock, and we couldn't find a suitable replacement

  • The request is a subscription/membership, and it's only available on recurring payments. Our payment system does not support recurring payments. There is no option to purchase just one-off subscriptions, or they don't offer gifts

  • The payment details are shared between the provider and the user

  • The resource you tried to request is supplied by a provider that has proven to be not reliable and does not fully comply with our Content Policy

  • We are unable to purchase hardware (such as electronic devices, musical instruments, etc) of any kind.

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:

  • Domestika

  • MasterClass

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

I suggested a book to be added to our platform, how long do I need to wait?

If you don't find what you are looking for, and you would like to request an Amazon book you can do so by clicking on "Resource not on Learnerbly?" in the header of your dashboard.

Depending on your region settings, you could request books that are available via Amazon. Learn more about this feature and see if you’re eligible here: Request an Amazon book that is not on Learnerbly

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

  • That particular resource is not available in your region.

  • You got to the resource page through a Playlist

  • Via a bookmark (either your or external)

  • External link from someone else outside the region/organisation

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.

Also, in the particular case of Amazon books, if you don't see the button to request but other colleagues can, it means that that particular book is not fully sold and dispatched by Amazon.

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 organisation, 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.

Learning Budgets

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. 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 talk with your company's Learnerbly Administrator.

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

I'm afraid you are not able to add your own funds to your Learning 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:

  • Your budget might be archived by the admin of your company.

  • The admin of your organisation hasn't allocated yet your new learning budget.

  • If you handed your leave notice, some companies are immediately removing their learner's budget.

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