Technical FAQs

What happens when I set up an account for my school?

After you place your order an email will be sent to the address the account was set up with confirming the order placed. This is followed by a further email with a username and password, plus a link to your account. Please check ‘junk’ mail for these if you haven’t received them.

Once logged in you can start to invite colleagues to join your Team to enable them to access the resources. The person setting up the account will be the designated Owner, initially only the account Owner can invite team members.

In the My Account section, go to the Teams tab in the left menu. There are two options to invite your colleagues to join the team, you only need to do one of the options.

An email invitation will be issued for each member to accept. They then need to register themselves as a team member.

Once registered each team member can go to the appropriate section to start downloading the resources or access the online training.

You will be sent an email confirming your order followed by a further email with your username and password, plus a link to your account. Please check your ‘junk’ mail if you haven’t received these.

Once registered go to the appropriate section to start downloading the resources or access the online training.

Teams are set up and managed in the My Account section of the web site under the Teams tab in the left navigation.

There are two options to invite team members, EITHER by copying the link provided and then sending this to colleagues invite them, OR by adding individual user details to send the invitation directly from the system.

Initially only the account Owner can invite team members. To give another user admin rights, e.g. to invite team members, the Owner can assign Manager status to a team member.

Once logged in via the My Account page click on the button for the product you have purchased access to either Download Resources or View Courses.

You should then be able to access the premium resources or online training sessions you have ordered.

First you need to register. You will have been sent an email inviting you to join the team. Please check your ‘junk’ mail if you have not received it.

If you have registered but are still unable to access anything it may be that users have been duplicated when the system was set up, although technically this shouldn’t cause an issue.

It is better to delete any duplicates so you can invite the correct number of users. This can be done by someone with Owner or Manager status on the account. Teams can be managed in the My Account section of the web site under the Teams tab in the left navigation.

You can reset your password on the My Account page. Click on ‘Lost your password?’ below the log in section to create yourself a new password.

You can do this using the email address your account was set up with.

Once logged in you will be able to download the resources or access the online training you need.

You can reset your password on the My Account page. Click on ‘Lost your password?’ in the log in section to create yourself a new password.

Once logged in you will be able to download the resources or access the online training you need.

Only the Owner or Manager of the account can invite other team members. You can ask the Owner of your team to change your user status on the account to Manager, which will allow you to invite members.

The Owner is the person who created the account.

User statuses can be edited in the My Account section under the Teams in the left menu.

School packages can be paid for by invoice by schools only. When you go through to the checkout there is an option for this in a dropdown box. This option only appears when you have completed the school name on the form.

Once the order is completed you will then be sent an order confirmation email followed by a formal invoice giving our BACS details and alternatively where to send a cheque payment if preferred. This will be sent to you by our Finance team, usually within 1-2 working days.

Accounts for UK schools will be activated within around an hour of order completion during office hours.

Accounts for international schools will be activated upon receipt of payment.

Individual users can only pay via Paypal or by card.

Yes. Complete your details in the checkout and select ‘Proceed to PayPal’. You will be taken to a new page where there is an option to pay by card.

If you are unable to resolve your issue using these FAQs, please contact us with details of your account together with a summary of the problem, and if possible a screenshot of where the difficulty arises.

Email us at resources@whiterosemaths.com