FAQ - Frequently Asked Questions

Answers to frequently asked questions can be found here. If you do not see the answer to your question on this page, please ask your question using the electronic form on the Ask a question page.

Samples and orders

Q: How much do titles in The English Course series cost?
A: Please see http://www.theenglishcompany.jp/orders-e.html for the current pricing. Pricing is displayed on the legacy order form and within the online store. Discounts are available for volume orders made by wholesalers and bookshops, etc.

Q: Is the textbook available for sale separately?
A: Yes, each component of every title in the series is available separately. However, most teachers choose to order the complete package, and we think that makes the best sense as there is strong integration between the individual components of each title.

Q: What are your sales terms for wholesale orders?
A: You can find information on pricing, terms and distributors at http://wholesale.theenglishcompany.jp. Account creation and log in is required to access the information.

Q: Can I get a sample copy of one or more of your titles?
A: Generally speaking, yes. Please fill out the form http://www.theenglishcompany.jp/samples-e.html and we will consider your request. There are instances where the sample request system has been abused, so the decision on whether to send a sample is ours alone. We may ask you to return sample copies of books and DVDs or CDs (at your expense), if you choose not to place an order.


Q: I am interested in working with you (as a sales rep/author/etc). Is it possible?
A: It may well be, especially if you are already using our material. Please contact us and tell us more about yourself and what you have in mind.


Q: You say this course is for EFL students in universities and colleges. Does that mean it's not suitable for anyone else?
A: No. It is certainly suitable for other learners. It is especially suitable to anyone in early adulthood. Some content is related to adult-oriented topics such as alcohol and relationships (nothing intimate, though).

Q: Do your titles use American English or British English?
A: We consider all of our titles to be International English. The language and accents in our titles are from a wide range of speakers of differing nationalities (including Britons and Americans), but the spelling in all of our titles is British English.


Q: What kind of support do you offer?
A: We will try to support you in whatever way we can. We try to offer support as quickly as possible, as fully as possible, and for however long it takes to sort out your problem. Generally, problems can be resolved quickly. Support is primarily given via email. Telephone-based support can also be arranged. We're also working on more downloadable text, video and audio support materials.


Q: I bought a used textbook from my friend. The username and password in the back of the book doesn't work. What should I do?
A: Usernames and passwords are valid for one year and are not transferrable from person to person. You need to purchase a new username and password.

Q: I bought the textbook last year, but didn't go to class or use the book and failed the course. Now I have to do the course again, but my username and password is out of date. Do I have to buy a new book?
A: No, we'll give you a new username and password. Please contact us and please go to class this time!

Q: Are your titles available in digital formats, such as PDF or iBooks or other formats for computer, tablet or smartphone?
A: Not right now, but we’re working on it and we hope to release such products as soon as we can.

DVDs & CDs

Q: What format are the DVDs?
A: The DVD are all DVD-R single layer, single-sided discs. They are region free. The video content is in NTSC format. The discs should play in any standalone DVD player or any computer equipped with a DVD-R compatible DVD drive or capable of supporting an external DVD drive.

Q: I do not have access to a DVD player. Are there versions on video cassette?
A: Sorry, no. There are versions on CD, however.

Q: What is the difference between the DVD and CD versions, apart from price?
A: The CD contains everything that could be included that did not need to be seen. Instead of video clips, there are audio clips. Unfortunately, some things could not be brought from the DVDs to the CDs, such as slideshows, interactive quizzes, subtitles, or anything requiring a DVD menu to operate.

Q: Can I put your DVD and CD materials on my university's server?
A: We're a bit cautious about that sort of thing, but thanks for asking in advance. We may agree to this, but we need to discuss it with you in detail first. Please contact us.

Q: My disk doesn’t play. What should I do?
A: The most common cause of playback trouble is dirt on the surface of the disk. It is also possible thatcher kinds of damage have occurred. In the first instance, try cleaning the reflective side of the disk. If problems persist, please contact us.

Q: Can I use my DVD or CD as a toy or recreational plaything?
A: That’s not wise. We do not recommend any of the following that previous users have tried with their disks: frisbee, pet dog’s chewy thing (complete with teeth marks), coffee cup coaster, go kart wheels, fake UFO object in some grainy picture sent to a tabloid newspaper, leaving them in the back of a truck under a tarpaulin in the pouring rain while declaring, “They’ll be all right.”


Q: Where is my username and password?
A: They should be on a label on the inside back cover of the textbook that you are using.

Q: I can't log in. What should I do?
A: If your username and password is up-to-date (the first 4 digits of the username should be this year), then make sure you are typing the password correctly. The password is case-sensitive. Also, some letters and numbers can be confused with each other, such as 1 and l, 0 and O. If you continue to have trouble, please contact us and we will help you.

Q: I am trying to start using The Study Centre for the first time. I have to enter an enrolment key. What is that?
A: Your teacher should be able to tell you the enrolment key. If your teacher does not know it or is not sure, please ask your teacher to contact us.

Q: Is it okay to change my username and password?
A: Technically, you can change your password, but we do not advise it. If you do change your password, please make sure it contains a minimum of 8 characters, which should be a mixture of upper (A-Z) and lowercase (a-z) letters, as well as numbers (0-9). Do not use a password such as “password” or “12345678”. These are too easy to crack.

Q: As a teacher, I want to check my students’ scores and performance, but I cannot see my students within The Study Centre website. What’s going on?
A: It may be that your Study Centre website profile is not yet set to non-editing teacher status (required for seeing students’ scores and performance) or your students may not be in the same enrolment group with you. Please contact us and we will help to find the solution.

Q: As a teacher, it seems that my username and password has expired. I want to continue using the course with new students next year. I don’t want to ask/pay for another textbook for myself. What can I do?
A: If you’ve got new students (who each buy a new copy of the title they are using), we can supply continuing teachers with a permanent username and password for The Study Centre website. Please contact us and tell us about your circumstances.

Q: I sent a message to my students using the Study Centre messaging system, but some of them appear not to have received the message. Why is that?
A: The most likely reason is that those students who did not get the message have not set a valid email address as part of their profile. You should urge them to do so. Also, mobile phones often block email from the Internet that is not from a “whitelisted” web site. Urge your students to set their email address correctly in their profile and to “whitelist” theenglishcourse.com on their phone.


Q: I really like my best friend’s boyfriend and I know he likes me. Is it wrong? I’m so confused. Please tell me what I should do?
A: Easy! Call Dr John Shoddyboddy at FL Radio and he’ll sort you out. (See Speaking Book 1, Unit 8 - Finale.) Tell him Max and Gary sent you.

Q: I’d really like to meet David Jones or Tony Smith. They’re just such fine actors! Is it possible?
A: Pull the other one!

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