Frequently Asked Questions

Welcome to Ed. Below you can find a list of our most frequently asked questions. If you can’t find your question answered below please contact a member from our support team for further assistance.

Lessons explained:

  • When logging in to Ed, tailored Lesson content will be available to you.
  • Right away you can complete the Lesson content available on that day.
  • Some Lessons may be locked (signified by the lock symbol), either because a prerequisite Lesson may need to be completed prior or simply if that Lesson is available on a future day.
  • Lessons contain learning content, interactive questions and educational games. Within some interactive questions and games you can earn Stars.
  • Don’t worry if you miss a Lesson, you can always go back and complete Lessons from previous days.
  • There is no penalty for answering questions incorrectly.

What do I do if I can’t see my new content?

iOS
  • Go to My Profile and press Synchronize.
  • If this does not solve your problem, return to the Home screen of your device, and then press on the Home button twice.
  • Swipe between the active apps until you come across Ed.
  • Swipe the Ed screen up to shut down the app.
  • Click the device’s Home button and then try opening the app again by tapping the app icon.
  • Return to the app.
Android
  • Go to My Profile and press Synchronize.
  • If this does not solve your problem, Launch the recent applications menu.
  • Find Ed the list by scrolling up from the bottom.
  • Tap and hold on to Ed and swipe it to the right.
  • Return to the app.

I’ve been told there is new content available. How can I access it?

  • Open the App and tap the side settings bar. Tap on the My Profile tab and then tap on the ‘Synchronize’ button. This will Start to download any new content that is available to you. You will need to be connected to a cellular data or WiFi to download the content.

How do I determine when I last synchronized?

  • Navigate to the Settings section.
  • The last sync date is displayed under the ‘Synchronize’ button. This indicates the last time you successfully synced your device.

I’m having trouble syncing:

Check your Internet connection.

Here are some steps to check your connection:

  • Go to your web browser and check that a web page loads successfully. If not, you may need to agree to the Terms and Conditions of the network provider. In this instance, a Terms and Conditions window will appear before the web page has loaded, asking you to accept terms and conditions before proceeding.
  • Check the Wi-Fi signal indicator in the status bar at the top of your screen. If there are no bars, or if it says “No service,” try moving to a different location.
  • Check that the device is not set to Airplane Mode. Open up your Settings and look for the Airplane Mode switch. Ensure it is set to 'Off'.

When are notifications sent?

  • Push notifications are sent twice daily. The first is sent at about 9 a.m. each business day, which alerts you to the Lesson content available that day. The second notification is sent at about 2 p.m., which alerts you to the current prize that can be won in the Star Bar.
  • Whether or not you open the notification does not impact your ability to earn Stars. Notifications are just handy reminders to inform you of the new Lesson content.

How can I earn Stars?

  • Stars can be earned by answering certain interactive questions correctly in lessons, or through playing educational games.
  • The number of Stars available in each question or game is clearly visible when arriving on the question or game.
  • Once an interactive question has been answered, you don’t get the chance to earn that Star again. Think carefully about your answer!
  • Games uniquely allow you to retake the challenge multiple times to earn all of the Stars available. Games are different from regular interactive questions; depending on the amount of points you earn in the game, different amounts of Stars will be awarded.

What is the My Performance tab for?

  • The My Performance tab shows you an overview of your progress on each of the Lessons. It tells you what you have completed already and what remains.

What do I do if I am stuck on the Ed facts screen at the beginning?

  • This is where the App is downloading the content. Please be patient, normally it takes no more than 45 seconds to complete.

My app is behaving strangely:

  • Go to My Profile and press Synchronize.
  • If this does not solve your problem, check for app updates in the App Store or Google Play store.
  • If an update is available for Ed, tap on the 'Update' button.
  • Your device will then download and install the app update.
  • If prompted, enter your iTunes or Google Play store account information.

My audio isn't working:

Are you presenting but unable to hear the sound effects or video audio?

  • Please check that your device's audio is switched on. This can be found on the top right side of the iPad or iPhone, or in the settings bar of your Android device.

My app is unresponsive or appears frozen:

iOS
  • Return to the Home screen of your device, and then press on the Home button twice.
  • Swipe between the active apps until you come across Ed.
  • Swipe the Ed screen up to shut down the app.
  • Click the device’s Home button and then try opening the app again by tapping the app icon.
Android
  • Launch the recent applications menu.
  • Find Ed the list by scrolling up from the bottom.
  • Tap and hold on to Ed and swipe it to the right.
  • Return to the app

How do I restart my iPhone or iPad?

  • To restart your device, first turn it off by pressing and holding the lock button until a red slider appears.
  • Slide your finger across the slider and the device will turn off after a few seconds.
  • Next, turn the device back on by pressing and holding the lock button until the Apple logo appears.

I’ve been told there’s an app update available. How do I do this?

  • We are constantly improving the Ed platform so now and again there will be updates available to download. Simply open the App Store, navigate to the Updates section and tap the 'Update' button next to Ed.

How do I check I'm running the latest iOS software?

  • You can check you're running the latest iOS in the Settings of the device.
  • Go to Settings followed by General, then Software Update.
  • If there is an update, there will be a small badge with a '1' situated at the end of the row.
  • Tap this to view the latest software update details and install the software.