FAQ

Manage my Account

1. I can’t sign into my account.
   Make sure you are using the correct email address & password on www.neoacademy.com.my
2. I’ve signed in, but I can’t find the course I purchased.
   Once signed in, you will automatically land on your account page, where all of your available courses are. If you navigate away from your dashboard and want to get back to it, click “My Courses” in the top-right corner.
3. I would like to update my email address.
   The initial email address that you use cannot be changed and will remain your log in email address forever.
4. How do I change my password?
   There is a link on all Log In forms to help you retrieve your password. You can easily change your password by clicking on the “Forgot Password” link. A password reset link will be sent to your email with further instructions to how you can change your password.
5. Can I purchase a course without signing up to be a member?
   No, our courses are only available for purchase to our members as the videos are not downloadable and will be available on your “My Courses” page for after you have logged in for your unlimited viewing pleasure.
6. Why can’t I access the course even after I have paid for it?
   The course should be available for your viewing immediately after purchase. Please check that your payment has gone through and if the problem still persists, do contact us via the “Contact Us” page and we will happy to resolve the issue for you.

Supported Browsers, Devices and Technology

1. Is Internet access required?
   Yes, an internet connection is required for you to log in and view your online courses. We recommend that you have a good broadband and network connection for the optimal experience.
2. Can I watch the courses on my smartphone or tablet?
   Yes, our courses are built to work on all Smartphones and Tablets. Layouts, scrolling and displays may vary depending on the device you have.
3. What browsers are supported?
   We support the current and previous major release of Chrome, Firefox, Safari, and Microsoft browsers.

Course Questions

1. I can’t watch my course during the time it will air, can I purchase and watch it later?
   YES! All of your purchased courses on neoacademy.com.my will be added to your dashboard and you will have unlimited access. Take your classes on your time at your own pace.
2. Do I have to be online at a specific time?
   Your online courses are available around the clock, which means you can sign in at any time, day or night and watch your purchased courses.
3. Will I continue to have access to the course even after I have completed it?
   Yes. You will continue to have access to the course after you complete it, provided that your account is in good standing. So, if you wish to review specific content in the course after you finish it, or take it all over again, you can.
4. Where can I find the formulas for color courses?
   Color courses that offer accompanying formulas will have this information sitting directly below the course video.
5. Why does the video stop, start and sometimes buffer?
   Challenges with live-viewing and playback are often due to weak internet signals, age of device and the number of devices trying to access your WiFi signal. We recommend closing other applications and making sure others using the same signal also close out of applications to help strengthen the signal for playback.
6. When do new classes get added?
   Similar to other subscriptions, classes will be added monthly. Don’t worry, we'll be sure to email you with updates!
7. Can I take more than one course at a time?
   There is no limit to the number of courses than can be taken at a specific time.
8. Do courses get removed?
   Courses rarely get removed from the subscription once they are added.
9. How do I download or access course materials?
   Some courses include a Resource section below the video that includes downloadable files. This is where you can access and download any documents made available by the course author.
10. Is Neoacademy an accredited institution? Do I receive anything after I complete a course?
    While neoacademy is not an accredited institution, we offer skills-based courses taught by experts in their field to help you improve your own skills for your day to day work in the salon.

Payments

1. What credit cards are accepted?
   We accept Visa/Mastercard credit and debit cards
2. International purchase
   All credit card transactions are charged in MYR and converted based on your credit card’s exchange rate.