FAQs Archive - mLearn FAQs

Q: Why am I seeing taxes on my purchase?

If you are tax exempt and you are seeing taxes, please proceed to the payment page. If you are still seeing taxes, your tax certificate may need to be updated or added. Please send your tax-exempt form to smpress@smp.org and we will update your account. If you have further questions, please call the Ministry Care Team at 1-800-533-8095.

Q: How do I update the account and contact information?

You can contact us to update your account information. If it is urgent please give us a call at 1-800-533-8095.

Q: Why is the invoice still showing on the account after I paid it?

The invoice takes up to 24 hours to process. If a balance still appears after 24 hours, call us at 800-533-8095 or email us at mlearn@smp.org.

Q: Where is my email confirmation for the course I purchased?

Check your junk folder and make sure it is not there. The email sends from mlearn@smp.org. Email confirmations only go out to the primary contact on the account. Other email confirmations go out to instructors and other admins when the classroom section is setup. Contact the care team at 1-800-533-8095 if you’d like to verify. If you are an administrator on the account, you can log in and setup the classroom section.

Q: I keep getting, “Oops, there are duplicate usernames in your import! ... error message when I upload the student’s list.

There are repeat students listed in your CSV. You can easily find them by sorting the student list by name. Remove the duplicate names and try to upload again.

Q: Missing continue button? Continue button is hidden, can't find it?

Sometimes you are in a pop up and the continue button is hidden, below the fold. This is a bug we are working and trying to resolve. In the meantime, try to move your screen smaller or larger.

Q: My answers are not showing up after I completed them and click on the right one?

Each lesson preloads when you enter it, if you leave for awhile and come back make sure you refresh you page. Sometimes you can complete a couple questions and then when you finish the lesson your browser has timed out. If you get "Try Again" pop-up message when you clicked the correct answer should refresh your browser and resubmit your answer. If "Try Again" occurs again, move on and come back to this question later. If "Try Again" happens again try clearing your browser history and see if that fixes it. Also, check your browser extensions. One of them may be affecting the course. For more information on how to do this, got to browser extensions page. Otherwise, contact Customer Care at 800-533-8095 . They will want to know which question "Try Again" is occurring, your browser and OS version. To learn more about how to get this info go here .

Q: I am getting an error message or unable to upload my photo.

If you are getting the error message below, your photo is too large. Try saving the photo at 10 mb or less. If you are getting the message that an image is not valid, as shown below, make sure your image is jpg (jpeg), png, or gif. If your upload is spinning and spinning. Check your internet and wifi speed here https://www.speedtest.net/ . You will need at least 5 Mbps. If nothing is happening when you select the image, try clearing your history/cache and then retry or use a different browser. You may have an extension that is blocking this function. On mobile devices, please do not use the “Take Photo or Video” option. The image and video will be too large. On mobile devices, if you choose to use your photo library and navigate to the photo you want to upload, before you select done, check the size of the photo. On Apple phones, you can select “Customize” and then select the image size. If you continue to have issues please contact Customer Care at 800-533-8095 .

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