Frequently Asked Questions
Q: My students are having trouble logging in at home. Could they be misspelling their username/password?
A: Yes, misspellings are a common issue for students logging in. YOU CAN DO THE FOLLOWING TO HELP THEM... Remind them to always use lowercase letters when logging in. Send home the "Let's Get Factivated" announcement to keep near their computer for reference. If all else fails, have them log in using the EASY LOGIN FORM.
Q: What should we do if a video stops in the middle or seems "choppy"?
A: Try PAUSING the video for 30 seconds to 1 minute, then push PLAY to resume watching. If the problem persists, contact us immediately for assistance.
Q: Does my subscription renew automatically? How do I cancel recurring payments?
A: If you signed up for your Factivation!® membership online, it is automatically updated and billed each year on your sign-up date. If you wish to cancel recurring payments, please do the following:
You will need to log in to your PayPal account to cancel Paypal Subscriptions. (Your Factivation!® membership will remain active for one year from your sign-up date even if recurring payments have been cancelled.) Please follow these steps:
1) Log into Paypal.
2) Click Profile.
3) On the Profile page, on the left, click "My Money."
4) On the right, find "My Preapproved Payments," and click its "Update" link.
5) The Factivation subscription will be shown under the "Merchant" column. Just click it to be taken to a description page, which includes a Cancel button near the top.
6) Click the Cancel button. It will say that your customer profile cannot be reactivated once cancelled. This means your Factivation subscription profile, NOT your Paypal account. Click to complete cancellation.
Q: How do I retrieve my password?
A: Click the "Forgot Password" link in the login box (upper right corner). Follow the steps listed and a new password will be emailed to you. After logging in once, you may reset your password.