Free Trial
Login
Free Trial
Login

Frequently Asked Questions

Can't find the answer you're looking for?

Contact us

Rated # 1 LMS of 2020

95%

OF USERS

Since 1 January 2020

99.8%

SERVICE UPTIME

Customer Support Replies

1 hour

AVERAGE TIME

Account

What are tutor accounts?

You can create or invite tutors to create their accounts on your plan. Tutor accounts are used to conduct virtual classes as well as upload and manage digital content on your plan.

What are student accounts?

You can create or invite students to create an account under your plan so that they can be enrolled in virtual classes and online learning classes hosted on your plan. Students can also upload and share digital content with your tutors with our Cloud Storage feature.

What are Administrator user?

Administrator accounts are for business owners or principals of your business. This account has special admin privileges that tutor or student accounts do not have. This account is useful if you need to have an overview of all the activities across different operating branches or locations.

How do I create new tutor and student accounts?

We have made it easy for you to create new accounts by creating them manually yourself, importing from a csv. file, or inviting them to create their accounts themselves via an unique invitation link that is provided that can be found in the respective management pages.

Can I edit or remove tutor and student accounts?

Yes, you can edit information as well as remove accounts if you are the business owner and have the administrator user account. You will not be able to edit information or remove accounts if your plan does not include the administrator user.

What can I do if I have trouble logging in?

Contact our helpdesk and we will help you out. If you have forgotten your password, click "forgot password" at the login page and we will send you an email to your registered email address to reset your password.

Do parents get an account?

Parents do not get an account. They will have to use their children's account that have been created to access information. Parents do not need to register for an account in order to make payment.

Pricing & Billing

When is the billing cycle? When will I be charged?

The billing cycle starts on the day of payment. If you have selected the annual plan, you will be billed on the first day that you have subscribed to the plan. If you have selected the monthly plan, you will be billed on the first day that you have subscribed to the plan, and each subsequent month, on a day before.

How will I be billed?

You will be billed via credit card.

Can I pay via bank transfer?

No, we do not support bank transfer for subscribers. This is not to be confused with our payment feature that is available for students and parents to make payments to your business.

Are there any additional fees?

No, all credit card fees are absorbed by Cudy Technologies.

Am I charged tax?

At this moment, you do not have to pay any taxes for your plan-related payments.

What happens if I fail to make a payment?

If you fail to make a payment 7 days after your billing cycle date, our system will automatically block all users associated with your account from logging in until payment has been made and logged by our system. You will need to submit a request via our helpdesk to re-activate your account once the payment has been made. Re-activation may take up to 24 hours.

What happens if my credit card was declined?

Please check on your billing cycle date that your payment has been successfully made with your bank. If the payment transaction has failed, immediately contact our helpdesk to arrange for an alternative payment method, or all associated account from your plan may be risked to be deactivated after 7 days on non-payment.

How do I cancel or change my plan?

You can cancel or change your plan by sending us a request at our helpdesk.

Do my tutors or student need a subscription plan?

No, your tutors and students are

What if I need more tutor or student slots?

You can always add more student and tutor slots to your account from your dashboard. Please note that we will bill you for the full price of each user and the price will not be pro-rated to your billing cycle date. You will be charged the full monthly rate for adding students and tutors.

Product features

Can I completely rebrand Cudy LMS 2.0 to my brand?

yes, you can do so with our Scale Plan or Legacy Plan if you require to rebrand the platform to follow your business identity such as colour and logo customisation, as well as vanity URL and custom domain mapping. Read more from our Features page.

Do I get post-subscription support service? 

Depending on your subscription plan, we offer different levels of post-subscription service, giving higher priority to higher plans. For our Legacy Plan, we offer phone service, that you will have access to during working hours to call a point of contact from our team directly to get a faster response. We also prioritise technical issue case handling to higher plans.

Technical

What is the minimum technical requirements to use Cudy LMS?

You will only need a web browser (recommended Google Chrome) of the latest version. We recommend that if you are making edits or uploading content, use your laptop or a desktop for optimal user experience.

What is the minimum technical requirements to use the Virtual Classroom?

You will need Google Chrome installed on your laptop or desktop, a web camera and a microphone. Usually, the web camera and the microphone is already built into your laptop hardware. We do not recommend using your mobile devices to attend virtual classes, although it is compatible with most mobile phones and tablets. If attending virtual classrooms from your mobile phone or tablets, we recommend using Safari browser (iOS) and Google Chrome browser (Android).

I have a technical issue that I can't resolve. Who can I talk to?

You can talk to our helpdesk, which is usually located at the bottom right of your screen.

What is the quickest way to get my issue resolved?

Using our helpdesk is the quickest way to get your issues resolved. Please note that our technical support team works from Monday to Friday from 09:00 to 17:00 hrs GMT+8.

I did not receive a verification email after registering.

If you did not receive a verification email after your new account has been created, you may request for another verification email on the same page. Please remember to check your Spam inbox just in case.

There is something wrong with the virtual classroom.

Please check with the helpdesk and report the issue that you have encountered, providing sufficient detail about it.

When will the issue be resolved?

Our technical support team's working hours are from 09:00 to 17:00 GMT+8 from Monday to Friday (excluding Public Holidays). If you have reported an issue to us after working hours, please note that your issue will be received only the next working day.

Here's how and the average time taken for solving common issues

  1. Troubleshooting (Takes up to 1 hour on average)
  2. Resolving (Takes up to 8 hours on average)
  3. Testing (Takes up to 1 hour on average)
  4. Deploy updates (Takes up to 1 hour on average)

We appreciate if you allow us at least 12 working hours before requesting for a status update.

It will help if you can provide us the following additional information for us to troubleshoot your issue faster:

  1. Your registered email address
  2. Describe the issue you are facing
  3. URL of the page with the issue
  4. Screenshot or Screen recording of the issue
  5. How often does it occur

Can't find the answer you are looking for?

Let us know.

Address

7 Temasek Boulevard

#12-07 Suntec Tower One

Singapore 038987