EiE Digital Platform - Frequently Asked Questions Don't see the info you need? Email us: email@example.com. Q: How do I create an account? A: Visit learn.eie.org and select "Sign Up” to create your account. Q: How do I reset my password/username? A: Visit learn.eie.org and select “Can’t access your account?” Complete the form on the following page to request recovery of your username or password reset. Q: I cannot access my account. What do I do? A: You may not be able to access your account if you have multiple active sessions. Check your browsers for active sessions and close them. Also, be sure you are attempting to log in using your learn.eie.org account. This is a separate account from your eiestore.com account. If you are still having difficulty accessing your account, contact us by phone at (617) 589-0230, email us at firstname.lastname@example.org, or submit a Support Ticket. Q: What is a passkey? A: A passkey is a unique code required to access curriculum on learn.eie.org. Passkeys are distributed after purchase or as part of a marketing promotion. Q: How do I purchase a subscription to a unit? A: Visit eiestore.com to purchase a subscription. You may also submit a Purchase Order via email to email@example.com, via fax to 617-589-4489, or contact Customer Success for assistance at (617) 589-0230. Q: Where do I get a passkey for a unit? A: After placing your order, you will receive an email with your passkey within 2-3 business days. Q: How do I redeem my passkey? A: Go to learn.eie.org and Create an Account or Login. Upon account creation, you will be prompted to enter any passkeys you may have. You can also redeem your passkey by selecting the passkey icon in the header. Enter your passkey and select “Redeem”. NOTE: Passkeys are sensitive to case and punctuation. After a passkey redemption, it can take up to 15 minutes for your unit to appear. Q: Why is my passkey not working? A: Keep in mind that your passkey is sensitive to case and punctuation. Example Passkey Format: XXXX-XX-X-XXXX-XXXXXXXX or XXXX- XXXXXXXX Be sure that you are entering your passkey, NOT your book code. Please email firstname.lastname@example.org with any bookcode related queries. If you are certain that you correctly entered your passkey and you are still not able to access your unit, contact us by phone at (617) 589-0230, email us at email@example.com, or submit a Support Ticket. Q: I entered my passkey and the wrong unit was redeemed. What do I do? A: If you were given access to the wrong unit after entering your passkey, contact us by phone at (617) 589-0230, email us at firstname.lastname@example.org, or submit a Support Ticket. Q: Does my passkey expire? A: Yes, your passkey can expire. To check your passkey’s expiration date, log into learn.eie.org and view the dashboard. In the top right corner of the header, select the passkey icon. You can view the expiration date of your passkey under the “Passkey History” Q: Can I access my unit as soon as I purchase it? A: After purchasing your unit, you will receive an email within 2-3 business days with your passkey. Q: Can I access my unit(s) from all my devices? A: You can access the platform from your computer or tablet. Our platform supports devices as small as 1024x764 pixels (iPad Mini). You will be able to access the platform on up to two devices simultaneously. Q: Do I need to download anything to use the platform? A: No additional applications/downloads are required to access the platform. All you need is your device and internet access. Q: Can I access my unit offline/out of the platform? A: The platform is only available with internet access. Only certain content can be made available outside of the platform. The downloadable resources that come with a unit can be viewed without internet access once they have been downloaded on to your device. Q: What should I do if I notice a problem with the curriculum content? A: If you spotted a problem with the curriculum content, please contact us by phone at (617) 589-0230, email us at email@example.com, submit a Support Ticket. Q: Can I download the entire curriculum? A: No. Although, the entire curriculum cannot be downloaded, many units have resources that can be downloaded. Q: I no longer want my account. How do I delete my account? A: To request that your account and personal data is deleted, please email your request to firstname.lastname@example.org or submit a Support Ticket. Q: Once my account is deleted, is any of my data retained? A: EiE respects your right to privacy and is committed to protecting your personal data. To request permanent removal of your personal account data from EiE databases, please email your request to email@example.com or submit a Support Ticket. Q: My question isn't here! What should I do? A: Call 617-589-0230 or send an email to firstname.lastname@example.org and we’ll be happy to help.