Frequently Asked Questions

• Account
• Membership
• Courses
• Certificates
• Webinars
• Discussions
• Technical
• English Teaching Professional magazine
• Resources
• Refunds, payments, discounts
• Policies

If you can't find the answer to your question then please contact Customer Services.

For help using Cambridge English Teacher. Please watch the Tour of the Site video below.

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Account

How do I reset my password?
Once you have signed in, you can change your password by clicking on your name in the top right hand corner of the menu bar. From here simply choose 'Change password' to proceed.

How do I change my privacy settings?
Change your privacy settings.

How do I stop people from viewing my profile?
Change your privacy settings.

Membership

What are the benefits of membership?
As a member of Cambridge English Teacher, you will receive a wide range of benefits. Find out more about the benefits of becoming a member today.

Can I become a member without buying a course?
Everyone who registers gets a free, 5-hour Grammar for Teachers: Language Awareness course. Membership includes a free course of your choice. However, you do not have to take these courses if you don't want to.

When does my membership expire?
Membership of Cambridge English Teacher lasts for one year from the date you buy it. If you renew it, an additional year will be added on. Check when your membership expires.

How do I renew my membership?
Renew your membership.

How do I delete my account?
We are sure that you will really enjoy experiencing the benefits of being part of Cambridge English Teacher. However, if for some reason you are not happy then please contact our Customer Services department who will be happy to discuss any concerns you might have. If your issue cannot be resolved and you still wish to delete your user account, then you can request this by emailing cet.support@cambridge.org.

Courses

Can I buy a course without paying for membership?
Yes. Membership includes a free course. However, you don’t have to be a member to take a course. Anyone who registers is able to take a course.

How much does the Grammar for Teachers: Language Awareness course cost?
The Grammar for Teachers: Language Awareness course is free.

What level of English do I need to be able to do the courses?
Please see the course descriptions to find out the level required for each course.

How do I find out my English level?
Have a look at the CEFR can-do statements. You can also take a quick, free online test to give you an idea of your English level and tell you which Cambridge English exam might be the most appropriate for you – take the test now.

My course is 'inactive' but I haven't completed it yet. Do I need to buy it again?
If you do not complete a course within six months it will become inactive. If you still need to complete the course after six months you will have to buy it again.

How long will my course be active for?
The courses you buy, and the course you get included free with your membership will be active for six months. If you cannot remember when you bought them check your orders here.

Can I extend my course?
If you can't finish your course before it expires, you can extend it for a small extra fee. However, if you allow the course to completely expire without extending it, the only way to get it back would be to buy it again.

What is a learner journal?
A learner journal is your personal learning diary, where you keep notes and reports from your Cambridge English Teacher courses. It is private and only you can see it, unless you show it to someone else. Access your learner journal.

How do I use my learner journal?
Please view the video for help with using your learner journal.

Is my learner journal separate from the courses?
Completing a learner journal is an important part of all the courses. You can continue to access your learner journal after you have finished your course.

Can I take two or more courses at the same time?
Yes. But don't forget - you only have six months to complete your course.

Can I still access my learner journal when my course has expired?
Yes. Your learner journal is stored in your profile; it is separate from your courses.

Certificates

How do I get a new end-of-course certificate?

You can generate your end-of-course certificate only once. However you can print it as many times as you need. Your certificate will be available in your profile to download once you have completed the course requirements. The requirement for a certificate is 80% completion.

How do I get a webinar certificate?

You will be emailed a link to your certificate within a week of a the webinar. We send this automatically based on attendance reports for each webinar. 

What do I do if the certificate link doesn't work?

If the link doesn't open from your email, try copying the link into your browser instead. Also check that your copy of Adobe Reader is up to date so that you can access and print the certficate. 

What if I don't receive the email?

If you attended the webinar and you don't receive a certificate by email within a week, first check your spam folders. Please also check the forum for the webinar in case we have notified you of any delay (this is unusual). If you still haven't received it, you can contact cet.support@cambridge.org. We can verify your attendance and send another certificate email.

Webinars

What is a webinar?
A webinar is a presentation, lecture or seminar delivered online (a seminar on the web). You click on a link to join, and then you can hear the presenter, see their slides, and ask questions or make comments in a chat box.

Usually, there are one or two presenters using microphones and showing slides, webpages, and other resources. We don’t usually use webcams because video can make it very slow for people who don’t have a fast internet connection. We don’t generally allow participants to speak for the same reason. You can ask questions, make comments, or get help using the chat box.

The tool that we use is called WebEx. When you first use take part in a Cambridge English Teacher webinar, WebEx may need to install a small piece of additional software to your computer’s browser (Internet Explorer, Firefox, Chrome, or Safari, for instance). This should happen automatically, but if you have any problems, you may need to try again while logged on as an administrator. (You may need to contact your IT department to do this).

How do I sign up for a webinar?

Sign up for a webinar now. When you’ve found a webinar you’d like to attend, you can register by either clicking on the title of the webinar and then on the ‘register interest’ button, or by hovering over the title of your chosen webinar and clicking on the ‘Interested’ button.

When and how will I receive the details of how to join the webinar?
About a week before the webinar is due to take place (or sooner, if you registered your interest in the week before the webinar), you’ll receive an email from messenger@webex.com. This email will contain a link to our registration form. Click on the link and fill out the form, then click on ‘submit’. Shortly afterwards, you will receive an email containing the event password and instructions for joining. You’ll also receive reminders by email nearer the event.

If you have not received any emails, and have registered in advance, please contact us at least a day before the webinar will take place. Please also check your spam folders - your invitation may have been blocked by your email system. 

Why can't I register for my chosen webinar?
You need to be a Guest or Member to register for a webinar. Join now.

What equipment do I need to join?
All you need is a computer with headphones or speakers, and an internet connection. It is a good idea to try the headphones or speakers before the webinar - just go to any internet site that has sound or video, and check that you can hear. Speakers are adequate, but headphones are usually better for sound quality.

Do I need a microphone or webcam?
No. Only the host and presenter(s) will speak or show video. You can ask questions or make comments using the chat area instead.

What are the technical requirements?
You can use any PC running Windows XP, Vista or 7, or a Mac running OS 10.5 or higher. Though most browsers are supported, problems may sometimes occur with Firefox, in which case you should try another browser. If you want to use an iPhone or iPad, you’ll need to install the Cisco WebEx app from the Apple appstore; to use an Android device, you should install the Android app.

If you would like to test your own computer, please go directly to the WebEx site:

http://www.webex.com/test-meeting.html

There are also some other useful videos on the WebEx site if you are joining a webinar for the first time. On the page below, the first two videos "Attend a meeting" and "Connect to meeting audio" might be useful for you.

http://www.webex.com/how-to/index.html

Will I be able to see the presenter(s)?

Not usually. We tend not to use webcams for our webinars as our presenters broadcast from wherever they are based, not from a studio. This means we can have speakers from all over the world. There will be slides or other types of visual presentation in every webinar.

Will I be able to see who else is attending?
You can always contact and chat to the host, presenter(s) and moderators, and the host or presenter will refer to any questions or comments they are discussing.

You are also usually able to see all the comments of the other participants. However, this can depend on the type of webinar, the size of the audience etc. If there is a very large audience it can become too distracting for the participants and the presenter and we may choose to hide comments. After each webinar, there is also a forum opened on the “Discussions” page so you can discuss it with the other participants. The hosts, and often the presenter, will also post there after the event.

How can I contribute during the webinar?
You can ask questions or make comments in the chat box. (Please make sure to use the chat box and not the Q&A box below it).

You can use a drop-down menu to send your chat message to “all panelists”, “host”, or “presenter”. Please make sure to send your questions to ‘all panelists', so that we’ll be able to respond more quickly.

The presenter may answer urgent questions during the webinar, but there will also be a dedicated Question and Answer session at the end of the webinar, when one of the moderators will collect all the questions and summarise or group them for the presenter to answer.

If you are having a problem with your own audio for any reason, please write to "all panelists", not "all participants", so that everyone can still use the chat box for comments and questions. In the unlikely event that there is an audio problem affecting everyone, we will let you know and pause the webinar. 

Can I join the webinar after it has started?
Yes, you can join at any time when the webinar is in session. If you have a problem with your internet connection, or have to leave for any reason, you can also re-join. Just use the same link.

If you miss the introduction, and need help, just send a chat message to a moderator or “all panelists”.

How can I test my audio?
When you first attend a webinar, a small window will appear allowing you to test your audio. When your headphones or speakers are plugged in, click on the ‘Test’ button on the top right and adjust the volume level in the top half of the window until the volume is at the right level. Then click ‘ok’ at the bottom of the window.

 
 
In the fifteen minutes before the webinar begins, the webinar team will run a sound check, so if you arrive early, you’ll be able to make sure then that your sound is working. If you miss the soundcheck and are unable to hear anything once the webinar begins, try leaving the event and re-entering. You can also send a chat message to the panelists for help.

If you continue to have problems with your audio, please also try the following:

1. Close all other applications

2. Double-check your own computer settings and volume

3. Change browser - we would recomend Chrome or Internet Explorer

4. Go to the top toolbar, choose "Communicate" and then "Join Audio Conference" (if this is not already selected)

5. Try leaving and re-entering the webinar

If none of these things resolve the problem for you, it may be a security setting, a computer or software problem, or a local connection issue that we may not be able to help with. In this case we may advise you to seek local IT support. Fortunately this is unlikely - we have attendees from all over the world regularly attending our webinars. Please contact us afterwards if you have a problem like this as we may be able to help you before the next webinar.  We will also always make the recording available after the event. 

How can I get help during the webinar?
You can ask for help using the same chat box, and choose “all panelists” to send your message to. One of the moderators will reply to you.

If you find the volume too loud or too soft  let us know, but please bear in mind that others may be having the opposite problem. We try and maintain a moderate volume that suits everyone as much as possible. Our presenters are joining us from their own locations, all over the world. This allows us to host a variety of great presenters, but it does mean that the volume may fluctuate a little.

Can I get a certificate for attending the webinar?
Yes; you will be emailed a link to download a certificate of attendance within a week of the webinar taking place. We will send these automatically based on our records of attendance.

Can I watch the webinar again after it has finished?

Recordings of webinars are made available in the Resources section of Cambridge English Teacher within a week of the webinar taking place for you to watch or download. (Recordings of some of the early webinars are currently being added to the archive). You need to be a registered Guest or Member to watch a recording.

Can I get a certificate for watching the recording?

Unfortunately, we are unable to provide certificates for viewing the recording. This is because we issue certificates of "attendance" and therefore need to check the email address and the time online. We can check individual attendance for live webinars and we do this to determine who should receive a certificate, but we are unable to do this for recording viewings or downloads.

How can I discuss the topic further?

After each webinar, you can go to the “Discussion” page and join the forum there. The host, and often the presenter, will also post additional questions and responses here. There are also discussions linked to articles, and general forums which may also be related to the topic.

Discussions

Can I use the discussion forums if I am not a member?
If you have not joined Cambridge English Teacher you can only read the discussions. Guests and Members have full use of the discussions. Join Cambridge English Teacher.

Why can't I create a discussion in a forum?
Forum discussions focus on the issues raised in the webinars and articles and as such are created by the moderators. You can also take part in discussions related to the courses you are taking. If you want to discuss a specific issue you can do this through email discussions with your contacts.

How do I 'report' a comment in a forum?
If you think a comment in a discussion forum is inappropriate click on the 'report abuse' button next to the post you want to report and let us know about it.

Technical

What are the best internet browsers (e.g. Internet Explorer 9, Safari 5 etc.) for Cambridge English Teacher?
Cambridge English Teacher works best with Chrome 12, Firefox 5, Safari 4 and Internet Explorer 8 and an internet connectivity of 1000 Kbps or faster. See the full technical requirements.

What do I do / who can I contact if I have a technical problem with part of the course (e.g. a video doesn't play)?
Please check our technical requirements. If you can’t find the answer then please contact us.

When I try to upgrade my membership I receive an error notification, what do I do?
Please check our technical requirements. If you can’t find the answer there please contact us.

English Teaching Professional magazine

What is English Teaching Professional?
English Teaching Professional is a leading magazine for English language teachers. Members of Cambridge English Teacher get a free digital subscription to English Teaching Professional magazine.

Does the University of Cambridge own English Teaching Professional?
English Teaching Professional is published by Pavilion Publishing; it is not part of the University of Cambridge.

I haven't received my log-in details for the digital version of English Teaching Professional magazine. What should I do?
Are you a member? Only members receive the magazine subscription. You should receive your English Teaching Professional username and password within 48 hours of becoming a full member. If you have waited more than 48 hours please contact Pavilion's customer services:
Phone: +44 1273 434943
Email: subscribe@pavpub.com

I can't access my digital subscription to English Teaching Professional.
Your access to English Teaching Professional is limited to two IP addresses. If you have already opened it on two computers (e.g. your work computer and home computer) you will not be able to access it from another computer. To reset the IP addresses for your access please contact Pavilion's customer services:
Phone: +44 1273 434943
email: subscribe@pavpub.com

Resources

How do I access the resource library?
Access the resource library. Only members can access the full resource library. Find out more about membership.

Refunds, payments, discounts

How do I get a refund?
Please see our refund policy.

My card payment was processed twice, what do I do?
Please contact cet.support@cambridge.org to discuss.

Do you offer any discounts on courses?
Members receive one free course and a 20% discount on further courses.

Can I buy multiple courses for teachers in my school/college/university?
At the moment it is only possible for teachers to buy their own courses, using a credit card.

I want to cancel my membership before it expires. Can I get a refund?
Please see our refund policy.

Policies

Where can I find your terms and conditions?
Read our terms and conditions.

Where can I find your privacy policy?
Read our privacy policy.

Where can I find your membership policy?
Our membership policy is part of our terms and conditions. Please also view our user conduct policy.