How do I change a student’s personal data?
In the card, you can change the student’s name and mail, provided that the student has not yet logged into his/her account. It is important to note that the student’s email was sent with the data that was originally specified, and the email sent cannot be edited.
If changes have been made to the student’s data, the letter should be resent with the new data from the student’s card.
Also, a student can only make changes to their personal data through their personal account at the link: https://my.softbook.app/personal.
Why is it not working to add a student/new employee?
You cannot be a student and a staff member at the same school at the same time. When adding a new student, make sure they are not a faculty member or administrator by going to the “My Team” section. Similarly, if adding a new staff member, check to see if there is a student with the same email address.
What is the best browser to use when using the platform?
To maximize the comfort of using the Softbook platform, we recommend installing the latest version of Google Chrome browser.
If you plan to use the platform from a mobile device or tablet, it is recommended that you download the mobile version of the Chrome browser:
– for Android devices
– for iOS devices
Does Softbook work from mobile devices? / Do you have a mobile application?
At the moment we do not have a mobile application. However, our system is adapted for use on mobile devices.
We recommend using the Chrome mobile browser to maximize your Softbook experience.
Why is the student’s video not loading?
The main cause of malfunctions when downloading videos is an unstable browser. We recommend using Google Chrome.
If changing your browser is not successful, it is recommended:
1) clear your browser cache and cookies;
2) disable VPN if it is enabled.
3) contact the support service of the Internet provider, as we do not exclude that the student has a weak signal or the provider is blocking traffic.
If none of the above methods worked to resolve the issue, please contact our care team with a link to the video and the student’s email address.
How do I set up recurring payments?
So far, there is no such functionality.
How to send emails via webhooks to customers who have created an order but have not paid?
There is no such functionality in webhooks.
What is “Student Support” in the tariff?
This is an opportunity for students to write to an instructor within the school via tickets.
How do I see all of my test results?
At the moment it is not possible to view full test results. However, you can see the status of the test in each student’s card.
How can a student retake a test?
A student may retake the test if the option to allow retaking the test is enabled in the test settings.
A student submitted a homework assignment by mistake, can the student take it off the checklist and resubmit it?
You can reject a student’s submitted solution so they can submit the correct one.
I have 2 (or more) groups of students in my course, is it possible to disable homework checking for one of them?
Unfortunately, no. You will need to create a separate course that does not include homework assignments that need to be checked. You can then add students who are not required to turn in homework in that course.
Can I edit/delete a lesson comment?
Only the author can edit a comment.
You can delete a comment yourself by clicking on the three dots next to the comment and selecting the “Delete” option. It is important to note that the student will not be notified that his/her comment has been deleted.
How do I see progress by group?
It is currently not possible to view progress by group. You can track the progress of each student individually.
How to make lessons open on certain days?
To do this, you need to create a schedule that defines access to lessons on certain days. The schedule is linked to a student group, so students must be enrolled in the corresponding course and be in the same group for which the schedule is configured.
In addition, if sequential lesson mode is selected in the course settings, the student must complete the previous lesson to access the next scheduled lesson.
How can I make the next module open immediately after I pass the assignment?
To do this, you need to enable the “Provide lesson order” option in the course settings. However, this rule will work for students who are added to the platform after saving the course settings.
You can read more about this option at: https://support.softbook.app/uk/how-to-create-course/ (point 5).
“Files unavailable” – what does that mean?
Most likely, your Softbook Cloud subscription has expired. To renew it, please go to: https://cloud.softbook.app/storage/.
If you have difficulties activating your subscription, please contact our care team.
No image (avatar and/or cover) is loaded when creating a new course
We recommend trying to upload another image as an example. It is possible that the selected image has a large size or an invalid format.
If other images are not loading as well, please contact our care team – we’ll check what the problem is and help you solve it.
What is the shelf life of the course/course materials?
If you do not renew your plan within six months after the paid period expires, your online school and files will be deleted.
How can I make customers include their phone number on the order page?
To do this, go to Sales > Sales Settings subsection and enable the “Ask for phone number on order page” slider.
Why do lessons open gradually, even though “Ensure order of lessons” is disabled in the course settings?
You probably had the course sequencing feature enabled at the beginning, which was later disabled. However, students still have the settings for this feature.
Now you need to give access to lessons to all students. To do this, you can use the context menu of the lesson (three dots next to the lesson name) and select the “Open access” option.
Why is the “Submit Login Details” button in the student card inactive?
This student probably created their account long ago, before the ability to manually submit authorization data was available.
In case a student forgets his/her password, he/she can recover it himself/herself by following the link: https://accounts.softbook.app/forgot_password/.
Paid the fare/cloud, how do I cancel my subscription so the money is no longer charged?
You can manage your subscription in your personal account: https://my.softbook.app/subscriptions.
Can a Softbook be used as a basis for creating a lending site?
There is currently no such feature.
How do I check to see if a student has received an access letter?
There is no way to track this on your end. Only on request, through our support. However, if the student you added appears in the “Students” section, it means that an email with login and password has been sent.
If the student does not find the email, advise the student to look for the email in all folders or noreply@softbook.app. If you are sure that you have specified the student’s mail correctly and the letter is not there, write to our support team, specifying the student’s mail in the message.
How do I change the language of the emails that come to my student’s mailbox?
This can be done in the “Settings” section – “General settings” subsection – “Language” item. This is the one you need to change.
Can I add a telegram bot to my channel/group?
Unfortunately, no. The Telegram bot only works in private messages.
How do I set up email notifications for new lessons and checked homework?
At the moment there are no such notifications to the mail. The student will receive notifications in his/her personal account (“bell” in the upper right corner), and also the student can independently connect a telegram bot to receive notifications.
When creating a course/module/lesson it throws an error “Page not available”, what is the problem?
Try removing the smiley from the title and save, it should work. If this does not work, please contact our support team.
If I pay the tariff from a hryvnia card, at what rate will the amount be withdrawn?
At the exchange rate of the payment system at the time of payment. We accept payment for the use of our services via Fondy, the current rate can be found on their website.
Can students be added automatically if no payment system is connected?
In order for students to automatically create accounts and open courses, a product must be created. More detailed information is available at: https://support.softbook.app/uk/products/
If your course is a paid course and you are not accepting payment through our service, students need to be added manually. Instructions: https://support.softbook.app/uk/add-students/
How do I transfer content between two schools created on Softbook?
Unfortunately, this is not possible. Content can only be copied and transferred within one school, e.g. from one course to another.
What time zone do the dates in the school work on?
By default, all dates work in Kiev time. All events, accesses, schedules and settings are tied to the set time zone.
If you need to change the time zone, you can do it in “Settings” – subsection “General settings” – item “Time zone”.
How do I see which students have completed the course?
If the student has completed the course, the completion date will appear on the student’s record.
Is it possible to protect a PDF file from being downloaded?
No, alas, there is no such opportunity.
Is it possible for the instructor to leave feedback in the homework with an automatic check?
No, there’s no such possibility.
If I remove a student from the school, will their paid order disappear from the “Orders” section?
No, in this case the order will not be lost. The order must be deleted separately.
If I add a video from Cloud to my other course, will it also take up free space?
No, a video uploaded to another course using the “Insert from Cloud” method will not take up additional space.
My students are periodically “kicked out” of my personal account, why?
Your school’s settings probably have “Allow only one active session” enabled. This means that a student can only be in school on one device at a time. If he/she logs into the school from one device and then logs in with the same data from another device, he/she will be thrown out of the personal account on the first device.
Is it possible to see examples of online schools created on your platform?
There are no such examples. You can register on our platform, you will have a 30 days free period to get to know the platform 🙂
Do I need integration with a mailing list service to send emails to students with login and password?
The email is sent automatically. You do not need to integrate anything additional.
Is it possible to send my emails through Softbook?
This option is not currently available. However, you can integrate a mailing list service where your students’ data will be sent. You will then be able to generate and send mailings on the service side.
Can videos uploaded to your platform be timecoded and/or fast-forwarded?
Not at the moment, no, but it is in the plans.
Can students pay for a course by subscription?
There is no subscription model payment yet.
Do you have any video tutorials on how to use the platform?
These are in development, but in the meantime you can request a demo presentation with a member of our team who will tell you all about the platform and answer your questions. To request a meeting, contact our care team.
Is it possible to make the lesson have the test first and the homework afterward?
No. The test will always be after homework.