FAQ: Organization admin
Trial, billing, import, branding, practice policy, and directory FAQs.
Audience: Organization admin / academic ops
How do I enter after trial signup?
After website registration, use quick login (Teacher / Student / Organization) on the success page or in email; reusable during the trial. On first Organization email login, follow the UI to change the initial password, then use email + new password. Full steps: Trial signup.
How do I demo teacher / student in a trial?
Organization console → Settings → Organization & intake → Teachers / Students → row action Enter to switch into that workspace; then Exit identity to return. You can also keep using quick-login links for teacher/student. Loop guide: Demo data quick start.
What three steps should I finish before go-live?
Organization home trial wrap-up checklist: ① Create a class → ② Add teachers/students → ③ Assign and run one round. Then open Settings → Plan & usage to pay; in an emergency you can “skip the checklist and continue” on the go-live page (needs confirmation). See Demo data quick start, Trial expiry and formal service.
Can we still practice after trial expires?
Usually you cannot create new speaking/exam practice; history often remains readable. Organization admin must confirm the plan and complete payment or a business enablement. See Trial expiry and formal service.
What happens on overdue bill or service pause?
In a grace period you may still use the product with payment reminders; after pause, teachers/students generally cannot start new practice. Fix billing or contact the platform, then smoke-test one student practice. Status notes: Trial expiry and formal service.
How do I add a few teachers / students / classes?
Organization console → Settings → Organization & intake → Classes / Teachers / Students, use New or select one row and Copy from selected. See Classes and teachers. No need to start with CSV when the roster is small.
Why are there no students after copying a class?
Expected. Copying a class creates an empty class shell and does not copy members; add people on Members, or use Copy from selected for teachers/students (those copies keep source class links by default). See Classes and teachers.
How do I bulk-import teachers and students?
Organization console → Settings → Import (data integration). Prefer CSV: classes → teachers/students → class members. See Import users (entry) and CSV: first import. Only Organization admins can import.
CSV import failed?
Fix by batch row number: duplicate emails, missing class codes, edited headers, and non–UTF-8 are most common. Validate a small sample before full load. See CSV: common errors.
UI, CSV, or API?
Very few people or one-off adds → UI new/copy. One-off large tables → CSV. Regular SIS sync → API. See Choose intake method, How data enters the system.
How do I change logo, name, or bind a domain?
Organization console → Settings → Advanced settings → Branding / Custom domain. Finish trial + login verification before branding; verify DNS before notifying teachers/students. See Branding and domains. Academic admins do not have this menu.
What does practice policy control?
Which practice types, scenarios, and whether self practice is allowed for this org. Teacher assign and student free practice cannot exceed it. Steps: Org policy and enablement; terms: Glossary. Only Organization admins can change policy (Settings → Speaking & exams).
I cannot tick a practice type in policy?
The platform capability pack has not enabled that capability. SaaS: contact the platform to purchase; private: Super admin enables it in the capability map / practice config. See FAQ: Product capabilities, Platform capability packs.
Is an academic admin required? How do I add one?
Not required. When several people share class duties, Organization admin opens Settings → Organization & intake → Manage team, adds an academic admin and authorizes classes. They also sign in as Organization. See Manage team: add academic admin, Roles and entry.
Can academic admins change practice policy or the plan?
No. Org-level config (policy, branding, plan, Manage team) is Organization admin only; academic admins do class work within authorized classes. Not seeing Plan & usage as academic admin is normal.
Why is academic-admin navigation different?
Two shells on purpose: Organization admin Home / Messages / Settings / Me; academic admin Home / Messages / Classes / Reports / Me. Desktop left rail matches mobile bottom tabs. See Roles and entry.
Can academic admins create classes? What about closing a class?
Yes (read-write template). Create under Classes or Reports → Class. New classes are auto-authorized to them. Before closing an opened class, choose Continue learning or Leave school for each student. See Classes and teachers, Org & academic: Reports.
What order for school start / pilot?
Follow the Organization admin workflow: enable → create classes in UI or import → open policy → teacher/student smoke test; add academic admins if needed. Map: Workflow loops overview.
Can we make our own textbooks and exam banks? Who is liable?
Yes: platform-licensed content and school-made textbooks/exam banks. School-made content needs an IP declaration and the review flow; the organization has primary responsibility, and platform review is publish eligibility / policy—not a legal endorsement. Japan-oriented guide: Speaking textbooks & school exam banks; private deploy: Content & IP.
Where do we turn voice identity on?
Organization admin → Settings → Speaking & exams. Enable exam / practice separately and set the pass threshold (default ~95%). The engine is configured by the platform/ops—schools do not enter a server URL. See Voice identity: how schools turn it on.
Where are notification toggles and retention? What about org data cleanup?
- Notifications (in-app / email) and notification retention: Organization admins under Settings → Workbench preferences / Ops & data; academic admins under Me → Settings. See Preferences, Messages and notifications.
- Org-wide data export / cleanup (may include org messages, voice identity enrollment, etc.—follow the UI): Organization admin only; export before cleanup. Academic admins have no entry.
Where are org / academic-ops Reports? How do they differ from teachers?
Main nav Reports (three tabs: Class / Export·sheets / Trends·curves). Teachers focus on learning drill-down; academic-ops Class tab leans operational (create/close classes, etc.). See Org & academic: Reports, teacher Class report.
The glossary is huge—how should I look things up?
Open Glossary (by role) first, then the student / teacher / org / platform booklet; for the full noun list use Glossary (all).