SoundIntuition

frequently asked questions

sound prActice in action

Frequently Asked Questions
  • Resources
  • FAQ

FAQ

This page contains a wealth of information packaged into sections/blocks. Open or close a section by clicking its title.

ACCOUNT RELATED

What do I need to do if I want to purchase a course? 
Whether you are an individual purchasing a Course for yourself or are an employee who has been requested by your employer to take a Course, you will need to set up an Account. You can register for an Account at any time. If your employer has added your email to a list of employees/recipients, you should receive an email. Unless you already have a SoundIntuition Account, follow the link in the email to register for an Account. 

Why do I need to set up an account?
You will need to set up an account in order to be able to purchase courses or conferences. The registration process is quick and easy.

What info will I need to set up an account?
Registering for an Account requires that you input your first and last name, your address, telephone number, valid email (we will use this to confirm purchases and communicate with you). If you have a CEU Provider and wish to have results of your Course results sent to them, you will need to complete the CEU information (including your membership number) in your Account.

What does it cost to register for an account?
There is no charge for registering for an Account. Having an Account will enable you to purchase our Courses, Conferences and other products.

What countries do you sell to?
We currently sell to Canada and United States but plan to expand to other countries in the near future.

Why don’t you sell to my country?
Due to the fact that countries have unique taxation rules, we are not currently set up to offer our products in all countries and jurisdictions. However, as we receive interest, we plan to expand the list of countries to whom we sell.

Who has access to my account?
You and anyone you provide your e-mail and password combination to can access your account. From time to time, SoundIntuition staff may also need to access your account.

How do you secure my credit card info?
Credit card transactions are processed using Moneris Gateway and SoundIntuition does not store your credit card information on our servers. Read more about Moneris at [insert link here].

My e-mail address has changed. Do I need to create a new account?
By signing into your Account you can update any of your contact information, including your e-mail address.

If I cancel my account what happens to all my information?
Answer here - CONSULT UIM.

Who do you share my account information with?
With the exception of processing Credit Applications and submitting pertinent information to CEU Providers on your behalf, SoundIntuition does not share your account information with anyone or any other company. SoundIntuition may communicate with you about other products, events or surveys that might be of interest to you by any contact method that you have provided to us. To withdraw your consent to receive such communications, sign-in to your Account online and change your communication preferences. [POLICY]

How do I see what courses I have taken in the past?
Records of your Courses can be reviewed in your Account under My Courses.

I recently started collecting CEUs. Can I get CEUs for courses I’ve taken last year?
No, CEUs cannot be applied for retroactively.

I can’t sign in to my account. What do I do?
If you have tried the ‘Forgot my Email’ and ‘Forgot my Password’ links, and have not been successful, contact SoundIntuition at [insert email address here].

I forget what email address I used for my account. What do I do?
The e-mail you used when you created your Account is key to accessing your Account. If you forget what e-mail you used, you will need to contact us at [insert email address here].

I forgot my password. What do I do?
Enter your Account e-mail and click the ‘Forgot my Password’ link. You will receive an e-mail with a link and instructions to create a new password.

How long do you keep my account information, points, CEU records?
Answer here - CONSULT UIM.

I no longer work for the company I was with when I made my account. What do I do?
By signing into your Account you can update any of your contact information. Your former employer will likely already have removed your access to a price list, but you can still make purchases of Courses and Conferences using your individual Account.

How can I get a list of the CEUs I’m eligible for?
Records of the CEUs for Courses you have taken can be reviewed in the My Courses section of your Account.

Can I get a list of the AGBell domains that apply to the courses I have taken?
Records of the AGBell Domains from the courses you’ve taken can be reviewed in your Account, under ___________.

I have recently decided to seek certification from the AGBell LSLS Academy. How can I get credit for the courses I’ve already taken?
A record of all the Courses you’ve taken can be accessed in the My Courses section of your Account. With these records in hand, you will need to contact AGBell directly.

I have recently decided to seek certification from the AGBell LSLS Academy. How can I get credit for the conferences I’ve already taken?
A record of all the Conferences you’ve taken can be accessed in the My Courses section of your Account. With these records in hand, you will need to contact AGBell directly.

Why doesn’t the course price I see match the price my employer told me?
You need to be logged in to your Account be able to access the special price your employer has arranged with us.

PAYMENT RELATED

What credit cards do you accept?
You can use VISA or MasterCard.

Can I use VISA Debit?
Currently, we do not accept payment using VISA Debit.

Can I pay with a pre-paid VISA or MasterCard?
We do not accept pre-paid cards.

Who do you use to process credit card payments?
We use Moneris Gateway to process credit cards.

When I get a refund for a course, is it for the full amount?
Yes, refunds for courses are for the full amount of the original transaction, unless you have started the Course. REVIEW MONERIS’S POLICY

Can I use Interac to pay for a course or conference?
At this time, we only accept credit card payments using VISA or MasterCard.

When I get a refund for a conference, will it be for the full amount?
Conference registrants canceling their registration more than fifteen (15) days prior to the event will receive a full refund of the conference registration fee. Cancellation less than fifteen (15) days from the conference date are subject to a $55 administrative fee. [POLICY]

Can I use a family member’s credit card to buy a course?
As long as the name, address and Postal/Zip Code that you input at the time of purchase matches the information that the issuer of the credit card has associated with the card, the payment should go through. 

Is my credit card payment processed securely?
Your credit card is processed using Moneris’ security protocol found at www.________________

Can I pay for a course using a wire transfer?
Payment for courses can only be made by VISA or MasterCard.

Can I pay for a course using e-transfer?
Payment for courses can only be made by VISA or MasterCard.

Why is there tax on my conference purchase?
Tax is collected on Courses according the country of jurisdiction where the course is purchased.

Why can’t I purchase multiples of a course?
When you are logged in and purchasing as an individual, you cannot select/purchase multiple Courses/Conferences.

Do I need to be logged in to make a purchase?
You may browse Courses/Conferences but when you select ‘Proceed to Checkout’ you will be directed to log in. You will be able to login without losing the product(s) in your Cart. If your email is associated with multiple accounts you will be redirected to a screen where you will need to select the appropriate Account/Role and at Checkout you will be shown the product pricing associated with your login either as an Individual or Organization.

How do I update my billing information?
You may change your Billing Information in your Account profile or at Checkout. At time of checkout, after amending the information on the screen, you will need to select ‘Update my billing profile address’. 

Where do I find the Security Code on my credit card?
On the Checkout screen, to the right of the Security Code field, click/tap on the ”?” to see where to look on the back of your credit card.

POINTS RELATED

How do I see my points?
Your points balance may be reviewed in the My Points dashboard of your Account.

Do I get points for every purchase?
Purchasing Courses entitles you to receive points based on the amount of your purchase. Points are not awarded for the purchase of Conferences.

Do I get points for products that I get a discount for?
You will receive points based on the amount of your purchase including discounted items.

Do my points expire?
No, as long as your account is in good standing, you can let your points accumulate in your Account for as long as you want, until you decide to redeem them. However, if your Account is not active for a period of 2 years, your Account will be closed and the point balance in your Account will be cancelled. To maintain an active status, you must earn or redeem points at least once every 2 years. [POLICY]

When can I use the points I have accumulated?
You may use your points at any time for any purchase of a Course(s).

Can my company collect and use points?
Corporate/business accounts may collect and use points, except when purchasing on terms.

Can I transfer my points to another person?
Your points are yours to use and may not be transferred to another person. Should you terminate your Account, your accumulated points will cease to exist. [POLICY]

Can I transfer my points to a new account?
No, points are non-transferable.

Can I use points when I buy a conference?
Answer here.

Can I turn my points in for cash?
SoundIntuition points have no cash value. You cannot exchange SoundIntuition points for cash.

Can I use points for the full amount of the course and get it for free?
You may use the accumulated points in your Account towards full or partial payment of any Course.

Can I use points for the full amount and get the conference for free?
You may only use your points for fifty percent (50%) of your conference purchase. [POLICY]

Why does a course that I’d purchased say that it has expired?
Courses have a “shelf life” and periodically expire. There are three places the Course Expiry date is displayed.

  1. The Course Expiry date is displayed under the price of the Course on the course description page. 
  2. Your My Courses dashboard displays the Course Expiry date in the Expiry column. 
  3. If you have not completed a Course, you will receive 2 email notifications; one at 30 days from the Course expiring and another at 15 days.

When a Course expires, its status in your My Courses dashboard will show as Expired and you will no longer be able to access it through your My Courses dashboard. [POLICY]

Why aren’t the points that are showing at checkout correct?
Check near the top of the browser to see the Account Role you are logged in as. Select ‘Switch Account’ to see the correct Points.

How will I know how many points I will receive for a purchase?
The Points collected for each purchase is displayed on the right hand side of the Checkout screen. You may also verify this in your Points Dashboard.

COURSE RELATED

Will I receive a receipt for taking a course?
When you complete a course a receipt is emailed to the email address in your Account. Receipts can be accessed at any time in your Account.

How long do I have to complete a course? 
Once you start a course you have seven (7) days to complete it. You can see the number of days you have left by logging in to your Account and viewing your Courses.

Can I purchase a course and pay later?
If you have an Organization Account, you may purchase courses using your credit. Individual users need to make payment by credit card for each purchase they make.

Why do you ask people to complete surveys after each course?
We have brief surveys at the end of each course so that we can get your immediate feedback. Your responses are invaluable to us as they help us gauge the success of our courses and enable us to ensure that we continue to offer the best content and courses possible. We also use this feedback to give our CEU Providers insight into the success of our courses. 

What do I do if I don't pass the final test three times?
We make every effort to illustrate, demonstrate and guide you through our content using interactive quizzes throughout so that your learning experience is optimized. Should you be unsuccessful with the final test of a course you will receive a mark of ‘Fail’ beside the course in your Account. If you’d like to take a course again, you may repurchase it at any time. [VERIFY THIS]

After I have taken a course, will I be able to keep the resources?
You have access to the Course Resources while the content is active. If the course becomes inactive, expires or is cancelled you will no longer be able to access the Resource for that particular course.

How do I purchase a course for someone else?
Answer here.

How long do I have to take the course test?
Course tests are part of the Course and therefore must be taken within seven (7) days from the dat you started the Course. You can see how many days you have left to complete the test by logging in to your Account and viewing you Course Dashboard.

Are all courses eligible for CEUs?
CEU eligibility for eah Course is indicated on the right side of the Course Information screen.

Can I leave and come back to a course?
Unless you have already started the final test portion of the Course, you can leave a Course you’re working on at any time. Return to a Course (remember, you have seven (7) days to complete it) by logging in to your Account, accessing your My Courses dashboard and clicking/tapping on the Resume link beside the Course name.

How can I find out the AG Bell domains for a course I’ve taken?
There are three places that AG Bell Domains associated with a Course can been seen. Before purchasing a Course the AG Bell Domains appear on the Course Description screen. Upon successful completion of a Course, the emailed Course Certificate that you received shows the AG Bell Domains pertinent to that Course. You may also view this information in your Account. On the Course Dashboard, click/tap the View link to see the associated AG Bell Domains. You must have popup windows in your browser enabled.

The company I work for has purchased a course for me. How do I access it?
You should receive an email notification that the course is available for you. Clicking the link provided in the email will bring you to the SoundIntuition website where you will be prompted to register for a free account. To be able to access the course(s), registering is required. The registration process takes a few minutes and you will only have to do this once. The next time your company purchases a course, the process will be the same, although you will just need to sign to access the course(s). If you already have an Account under the email address used by the company when they sent you the course(s) you will not need to register. If you do not receive the email notification, please check with the company that the email address they used for you is correct.

Can I share a course with someone else?
Courses are for individual use and according to the Terms and Conditions of Use, agreed to when you registered for an Account with us, you are not to share Courses and/or Resources with anyone else. We use browser cookies to record account activity. Sharing Courses/Resources with others will result in your Account being terminated. [POLICY]

I purchased the wrong course by mistake. How do I get refunded?
As long as you have not started the course, you will be refunded. Contact [insert correct email address] to initiate a refund. [POLICY]

How do I see what courses I have taken in the past?
By accessing your Account and viewing your My Courses dashboard you will be able to see a record of courses and conferences that you have taken/attended.

Am I able to see the questions from a test that I got wrong?
Answer here.

Can I use points to purchase a course?
Yes, points can be used to purchase courses. You may use all or partial points toward the purchase of courses.

Do I need to pay tax on courses?
Tax is charged based on your country and jurisdiction.

How do I find courses by a particular author?
Using the Search area of the website will help you locate content authored by particular contributors.

Can I take a break and return to a course?
[VERIFY] If you close the browser window that contains a course you have stared to watch, the course will register a ‘Fail’ mark in your Account.

I lost my receipt for taking a course. Can I get another one?
Records of the Courses you have taken can be accessed in the My Courses section of your Account in the Certificates column.

I recently started collecting CEUs. Can I get CEUs for courses I’ve taken last year?
CEU Providers do not allow you to get credit for courses retroactively.

I purchased a course I no longer want to take. Can I exchange it for a different one?
Answer here.

I purchased a course that is about to expire and I won’t have time to take it. Can I get a refund or pick a different one?
Answer here.

I started a course recently but now my account says that it’s Incomplete.
On the day that you started the Course you received an email noting the date you had to complete it by. In this case the Course you purchased does not have a final test. When the Course wasn't completed within that seven (7) day period, the Course closed and a mark of ‘Incomplete’ was recorded for that Course. For your convenience, the days remaining for Course completion is also tracked in the My Courses dashboard of your Account.

I started a course recently but now my account says that I failed it.
On the day that you started the Course you received an email noting the date you had to complete it by. When the Course’s final test wasn't completed within that seven (7) day period, the Course closed and a mark of ‘Fail’ was recorded for that Course. The days remaining for Course completion is also tracked in the My Courses dashboard of your Account.

What mark is required to pass a test?
Your CEU Provider requires a mark of 80% to pass a test. You have three attempts in which to acquire a passing grade.

What is the difference between a quiz and a test?
As you proceed through a Course it may have a Guided Learning quiz. These quizzes are meant to help you review the content you've just watched. Getting answers wrong in this portion of a Course is part of the learning process and they do not count toward your mark on the Course. At the end of a Course you will be presented with a final test and this one counts toward your final mark. If you have provided your CEU Provider info in your Account, the mark from a Course’s final test is the mark that will be submitted.

CONFERENCE RELATED

Someone else purchased a conference for me. How do I access it? 
You should receive an email notification regarding the conference. If you are already registered with an Account, you may print the Conference Confirmation and bring it with you to the event. The conference will be in your Account’s dashboard where you may go to view its details. If you are not a registered Account holder,

Clicking the link provided in the email will bring you to the SoundIntuition website where you will be prompted to register for a free account. To be able to access the Course(s), registering for a free Account is required. The registration process takes a few minutes and you will only have to do this once. The next time your company purchases a course, the process will be the same, although you will just need to sign to access the course(s). If you already have an Account under the email address used by the company when they sent you the course(s) you will not need to register. If you do not receive the email notification, please check with the company that the email address they used for you is correct.

Will I receive a receipt for taking a conference?
When you purchase a conference a receipt is emailed to the email address in your Account. Receipts can also be accessed at any time in your Account.

Are all conferences eligible for CEUs?
Attending SoundIntuition’s Warren Estabrooks Speaker Series (WESS) conferences is a great way to earn CEUs from your CEU Provider. The number of CEUs offered for each conference vary and are detailed on the Conference Product screen. 

I purchased a conference but can no longer attend. Can I transfer it to a colleague?
Conferences are non-transferrable. If you can’t attend a conference we can either issue you a refund for the one you can’t attend or credit for a future event. Refunds are in accordance with our Refund Policy. [POLICY]

I purchased a conference but can no longer attend. How do I get a refund?
Refunds are only issued to the original purchaser of the conference. For example, if the conference was purchased for you by your employer, they must request the refund. Contact [insert email address] for a refund. Refunds for conferences are in accordance with our Refund Policy. [POLICY]  

Why did I only get a partial refund?
If you requested a refund less than 15 days from the event, your refunded amount will have a $50.00 [VERIFY] administrative fee deducted from it.

I had to leave a conference early. Will I still be able to get CEUs?
When you attend a conference registered for ASHA CEUs and fill out an ASHA CEU participant form we send your form to the CE Registry, the Continuing Education Board (CEB) awards the CEUs, and your CE Registry transcript is updated. Disputes are to be handled directly with the CEU Provider.

Can I purchase a conference and pay later?
Yes, you may register for a conference and pay at the door by company or personal cheque.

Can I pay for a conference using a wire transfer?
We do not accept payment for conferences or courses by wire transfer.

Can I pay for a conference using e-transfer?
We do not accept payment for conferences or courses by e-transfer.

Why do you ask people to complete surveys after a conference?
We conduct brief surveys at the end of each conference so that we can get your immediate feedback. Your responses are invaluable to us as they help us gauge the success of our conferences and enable us to ensure that we continue to offer the best content and events possible. We also use this feedback to give our CEU Providers insight into the success of our courses.

Do I have to physically attend a conference or are they available online?
Currently, our Warren Estabrooks Speakers Series (WESS) events are not available online. You will need to attend our conference in-person.

Can I use points to purchase a conference?
You may use your points towards the purchase of any SoundIntuition product included conferences.

Do I have pay tax for a conference?
Yes, you will be charged tax on conferences based on their taxation jurisdiction

I recently started collecting CEUs. Can I get CEUs for conference I’ve attended in the past?
In keeping with the policies of the CEU Providers, you cannot apply for CEUs retroactively.

I lost my receipt for taking a conference. Can I get another one?
A record of your receipt can be found in your Account.

Can I use a family member’s credit card to buy a conference?
On checkout, the address you use must match the address that the issuer of credit card has for that card. [check financial institutions’ policy]

I purchased a conference but can no longer attend. Can I come to the next conference instead?
While you cannot 

How can I see conference info after I’ve purchased one?
A Conference Ticket was emailed to you and is also accessible in your Account where, in the My Conferences dashboard, you can click on the name of the conference to see its details.

Where do I see the CEUs that are available for a conference?
When you purchased the Conference an email with a Conference Ticket containing the CEU details was sent to the email address registered on your Account. You can also view Conference CEU details in the My Conferences dashboard of your Account. In the CEU column, click/tap on the View link.

Where do I see the AG Bell domains that are associated with a conference?
When you purchased the Conference an email with a Conference Ticket containing the AG Bell Domain details was sent to the email address registered on your Account. You can also view Conference AG Bell Domain details in the My Conferences dashboard of your Account. In the Domains column, click/tap on the View link.

Where do I see my conference ticket?
When you register for a Conference an email with a Conference Ticket was sent to the email address. You can also view the Conference Ticket by clicking/tapping on the View link in the Ticket column in the My Conferences dashboard of your Account. Save and print the .pdf of the ticket to bring with you to the Conference. 

Where do I see my conference certificate?
After you attend a Conference an email with a Certificate of Attendance was sent to the email address registered on your Account. You can also view the Conference Certificate by clicking/tapping on the View link in the Conferences column in the My Conferences dashboard of your Account. Save and print the .pdf.

Do I need to complete a survey after a conference?
We are constantly looking to improve our Conferences and we rely on the feedback you provide us through post-conference surveys to ensure that we’re providing you with the best conference speaker, topics and content.

I haven't received a receipt for attending a conference. How do I get one?
It’s important to check-in at the registration table at the conference. As an attendee, you get a name badge and handouts, etc. but, more importantly, you will be marked as Attended by our registration attendants. If the Status column of your My Conference dashboard in your account is marked Not Attended that means that you weren’t checked in at the registration table. A further implication is that, while your status is Not Attended, you will not receive a Certificate of Attendance.

Why doesn’t the conference price match the price my employer told me?
You need to be logged in to be able to access the special price your employer has arranged for.

FAQ 6
Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.
FAQ 7
Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit sit aspernatur aut odit aut fugit, sed quia consequuntur magni do.