Question: Is FreshLearn SCORM compliant?
Answer: Yes, FreshLearn support SCORM files. You can download the SCORM zip file and upload into FreshLearn directly.
Question: How long does the free trial last?
Answer: FreshLearn offers a 14-day free trial with full access to all premium features, allowing you to explore the platform without restrictions.
Question: Can you suggest an Instagram or username idea for my name?
As FreshLearn is an online learning management system, we do not offer personal username or branding suggestions.
Question: I am currently using LearnWorlds/Teachable/Thinkific/Kajabi where I have courses, students, and issued certificates. During migration to FreshLearn, will these also be transferred?
Answer: During migration, FreshLearn can import your courses and student data, including names, emails, and other basic details. However, previously issued certificates are platform-specific and cannot be transferred. Learners may need to retake the course to receive new certificates within FreshLearn.
Question: Can I upload a file larger than 2GB?
Answer: FreshLearn supports individual file uploads of up to 2GB. For larger files, we recommend compressing or splitting the files or hosting them externally (such as on Vimeo or YouTube) and embedding the link into your course content.
Question: Can I publish a course directly on my own webpage?
Answer: FreshLearn allows you to create dedicated landing pages or website pages within the platform. However, direct embedding of a full course onto an external webpage is not supported.
Question: Can I share access with my assistant or team member without sharing my login credentials?
Answer: Yes, FreshLearn lets you add multiple administrators or team members with role-based access control. You can assign specific roles and permissions to each user without sharing your personal login details.
Question: I am unable to add a pricing plan to my course. The changes are not saving. What should I do?
Answer: Ensure that your payment gateways (Stripe, PayPal, or Razorpay) are properly connected. If the problem persists, please reach out to FreshLearn support for further assistance.
Question: Can I add a sitemap and robots.txt file for my website?
Answer: FreshLearn doesnt generate sitemap or robots.txt file for every website hosted on the platform.
Question: How can I integrate WhatsApp into FreshLearn?
Answer: You can integrate WhatsApp by adding a WhatsApp chat widget or a direct WhatsApp link to your landing or website pages using the custom code section in FreshLearn’s page builder.
Question: How can I know whether I signed up as a student or an instructor on FreshLearn?
Answer: If you signed up via a course link or a school’s landing page, you are registered as a student. If you signed up directly on freshlearn.com or app.freshlearn.com and created account, you are an instructor. You can confirm this by logging into your account — if you see "Dashboard" or "Create Course," you are an instructor.
Question: Why does the FreshLearn app show "slow or no internet connection" when I try to use it?
Answer: Please check your internet connection or switch between Wi-Fi and mobile data. Also, try disabling any VPN you may be using. If the issue continues, contact FreshLearn support with your device model and OS version.
Question: If I unpublish my course, will the students who have already enrolled still be able to access the content?
Answer: No, once a course is unpublished, it becomes inaccessible for all students, including those who enrolled earlier. To stop new enrollments but allow current students access, just disable the course pricing plans instead of unpublishing.
Question: I accidentally signed up as a creator but wanted to register as a student. How can I fix this?
Answer: Please contact support@freshlearn.com and sign up again using the correct course or school link provided by the course creator. This will allow you to register as a student.
Question: How do I delete my FreshLearn account?
Answer: To delete your account, contact support@freshlearn.com using your registered email ID and request account deletion and detail the reason. The support team will handle this for you.
Question: Can my students get a mobile app version of my FreshLearn site?
Answer: Yes students can use the FreshLearn mobile app and access their enrolled products.
Question: How many students can I have under the AppSumo addon, Pro, Nobrainer, Nobrainer plus plan?
Answer: The AppSumo addon, Pro, Nobrainer, Nobrainer plus plan allows you to enroll unlimited students without any limit.
Question: I downgraded from the AppSumo addon, Pro, Nobrainer, Nobrainer plus plan to the Free plan, will my features still be available or I lose them?
Answer: When you switch to the Free plan from AppSumo addon, Pro, Nobrainer, Nobrainer plus plan the benefits are deactivated.
Question: Why is the password reset not working for my FreshLearn account?
Answer: Make sure you are entering the correct registered email ID. Also, check your spam or junk folder. If you still don’t receive the reset link within 10 minutes, try again or contact support@freshlearn.com for further help.
Question: How can I remove the random numbers from my course URL?
Answer: You can customize your course URL by going to Websites --> Pages --> Select your page --> Click on settings on the right hand side corner --> Customise URL slug to your required one.
Question: How can I set up online coaching using FreshLearn?
Answer: You can offer online coaching by creating a Live Class product using Zoom or Google Meet, or by setting up a course that includes videos, PDFs, and coaching materials. You can also sell private coaching packages as products.
Question: Can I get a coupon code for upgrading my plan on FreshLearn?
Answer: Please contact support@freshlearn.com to inquire about active coupon codes.
Question: Can I integrate my FreshLearn site with my Wix or wordpress website?
Answer: Yes, you can add FreshLearn course or landing page links to your Wix website. Direct plugin integration is not available at this time.
Question: How can I upload videos in bulk under my courses?
Answer: Go to the Media library, click on upload, and you can do Bulk video upload. Note: You can upload up to 5gb of videos.
Question: Do live events transition to replays automatically?
Answer: No, live events do not automatically convert into replays. You need to manually upload the recorded session to your course or share the replay link with your students.
Question: Do you offer discounts for charity organizations?
Answer: Yes, we offer special pricing for nonprofits and charity organizations. Please contact support@freshlearn.com with details about your organization to check eligibility.
Question: How do I update my payment details or card details?
Answer: Go to Settings > Billing > in your FreshLearn. From there, you can update your card information.
Question: How can I get UTM parameters for my campaigns?
Answer: You can manually add UTM parameters to any FreshLearn course or landing page URL. Simply append ?utm_source=source&utm_medium=medium&utm_campaign=campaign at the end of your link.
Question: I purchased email credits but they haven't appeared in my account. What should I do?
Answer: Please wait a few minutes as credits may take time to reflect. If the credits are still missing after 30 minutes, contact support@freshlearn.com with your payment receipt for confirmation.
Question: How can I ensure my courses are mobile-friendly?
Answer: FreshLearn automatically optimizes courses for mobile devices. You can also preview your course in mobile view by selecting the device preview option in the course builder.
Question: Why have some of my webpages disappeared?
Answer: This may happen if pages were accidentally unpublished or deleted or not saved while editing. Check your Website > Pages section to ensure all pages are published. Contact support if pages are still missing. contact support@freshlearn.com if you need more help.
Question: How can I get an invoice for my latest payment?
Answer: You can download invoices from Settings > Billing > Invoices. If you need assistance, contact support@freshlearn.com.
Question: How can I link my custom domain to my FreshLearn website?
Answer: Go to Website > Domain in your FreshLearn and follow the instructions to connect your custom domain. If you need assistance, contact support@freshlearn.com.
Question: Where can I cancel my free trial, current active plan or downgrade?
Answer: Navigating to Settings --> Billing details and select the cancel or downgrade option. If you face any issues, contact support@freshlearn.com.
Question: How many active users per day are allowed on FreshLearn?
Answer: FreshLearn does not limit the number of daily active users. You can have unlimited visitors and students on your site based on your subscription plan.
Question: Does FreshLearn allow mass enrollment, such as adding 500 free users per day? Are there any limits?
Answer: Yes, mass enrollment is allowed, and you can enroll multiple users using the CSV upload feature. However, email sequences and credits have limits depending on your plan. Check your plan details for specifics.
Question: What is "3000 email credits"?
Answer: "3000 email credits" means you can send 3000 emails (campaigns, sequences, broadcasts) per month.
Question: How do I add course participants to the correct community or guide them to access it?
Answer: After enrolling students, assign them to a community via Community > Members. To guide them, share the community link directly or create a lesson inside your course explaining how to join. You can also auto enrol the students into the group. This way, whoever enrolls in the course will get access to the group. To do that, go to Courses > Settings > Rules > Auto enrol members to community.
Question: How can I cancel or disable the coupon code?
Answer: Sales > Coupons > open the coupon code and Deactivate. Once a coupon code is deactivated, it cannot be reactivated. You’ll need to create a new coupon with the same settings.
Question: Why does it say my email is not eligible in the email domain section?
Answer: This happens if your email domain is not verified or does not meet domain requirements. Use a domain-based email (e.g., name@yourdomain.com) instead of free emails like Gmail or Yahoo for verification. Contact support@freshlearn.com for more details.
Question: My login credentials are not working in FreshLearn. What should I do?
Answer: Make sure you are using the correct email and password. If the issue continues, reset your password or contact support@freshlearn.com for help.
Question: Why is my video not uploading?
Answer: Ensure the file size is within the allowed limit (2 GB per file) and the format is supported (MP4).
Question: Why was my student charged twice?
Answer: Multiple charges may occur if the subscription was renewed manually or automatically. Please share these payment IDs with support@freshlearn.com so we can investigate and resolve the issue.
Question: How can I use a domain-based or business or company email for sending course related emails without changing my FreshLearn admin login?
Answer: You can add a new email address used for communication in the email settings of your FreshLearn account without changing your admin login email. Ensure the new email domain is active and has proper DNS settings.
Question: Is it possible to customize the default comment prompt under the course discussion section?
Answer: No.
Question: Can I bulk delete questions from the question bank?
Answer: Currently, FreshLearn does not support bulk deletion of questions from the question bank. Questions must be deleted individually.
Question: What does it mean when it says "username is already registered"?
Answer: This message indicates that the username or email is already associated with an existing FreshLearn account. Try logging in with the existing email or use a different one to register a new account or reach out support@freshlearn.com for help.
Question: Can deleted course videos be recovered?
Answer: Once a video is deleted from the course, it cannot be recovered. We recommend keeping a backup of all media files on your local system or cloud storage for safety.
Question: Why is a newly created course not appearing on my website or landing page?
Answer: Ensure the course is published on your landing page which will display the course on your landing page or website.
Question: What should I do if a feature like language settings is missing even though it's included in my plan?
Answer: Double-check your current plan details. If the feature is part of your plan but not visible, contact support@freshlearn.com
Question: Can students download course videos from FreshLearn?
Answer: By default, students cannot download videos to maintain content security. However, instructors can choose to offer downloadable resources which they can download.
Question: Is it possible to offer a fixed-price bundle within the pricing section on landing pages?
Answer: You can offer a bundle at a fixed price.
Question: Why is my FreshLearn account locked even though I have a low number of enrollments?
Answer: Account lockouts can occur due to billing or plan or enrollment issues. Please contact support@freshlearn.com with your registered email for a quick resolution.
Question: How can I use a custom domain email for course-related communications without changing my FreshLearn admin login?
Answer: You can configure a domain-based email for course communication in your email settings without altering your FreshLearn admin login. Ensure your domain is verified and DNS records are set up correctly.
Question: Can I customize the message shown under the course comment box?
Answer: Currently we dont have the option to change the text inside the quill editor.
Question: Is bulk deletion of questions in the question bank possible?
Answer: Currently, bulk deletion of questions in the question bank is not supported.
Question: What should I do if I see a message saying "username is already registered"?
Answer: This message appears when the email or username is already associated with a FreshLearn account. Try logging in with the existing email or use a different one to register or reach out support@freshlearn.com for help.
Question: Can a deleted video be recovered in FreshLearn?
Answer: Once a video is deleted from the course or media library, it cannot be recovered. It’s recommended to keep a backup copy of all media used in your courses.
Question: Why isn’t my new course showing up on the website or landing page?
Answer: Make sure the course is published, set to “public,” and added to the correct website section.
Question: A feature I’m entitled to, like language settings, is missing from my dashboard. What should I do?
Answer: If a feature included in your plan is missing, please clear your cache and recheck. If it still doesn’t appear, contact support@freshlearn.com for help.
Question: Can students download course videos from FreshLearn?
Answer: By default, FreshLearn does not allow students to download videos to protect content. You can provide downloadable resources like PDFs or documents instead.
Question: Can I add both a fixed price and a bundle offer to the same pricing tier on my landing page?
Answer: Currently, only custom pricing is supported per tier. Bundle offers must be configured as separate products or included in pricing descriptions.
Question: Why is my account locked even though I have fewer than 25 enrollments?
Answer: Account lockouts can happen due to plan limitations. Please reach out to support@freshlearn.com with your account details to investigate.
Question: Can you downgrade the plan from Pro, Nobrainer or Nobrainer plus?
Answer: Please contact support@freshlearn.com and our team will assist.
Question: What should we do if FreshLearn payment failed due to insufficient funds?
Answer: Once your card is updated, go to Settings > Billing and click “Retry Payment” or wait for the system to auto-retry. You can also contact support@freshlearn.com and our team will help in reactivate your subscription.
Question: Why am I unable to upload videos?
Answer: Please ensure the video file is:
- In MP4 format
- Under 2 GB in size
- Also, check your internet connection and try using a different browser. If the issue continues, reach out to support@freshlearn.com.
Question: Where can I set the number of participants for my live masterclass?
Answer: Login to FreshLearn --> Masterclass --> Open or create masterclass at Capacity of events you can choose the number of participants.
Question: Is it possible to see what my students or members viewed in my course before unenrolled or deleted?
Answer: Currently, FreshLearn does not offer detailed user-level activity history after a student is unenrolled or deleted. We recommend exporting student progress reports periodically from the reports for future reference.
Question: How can I delete or reply to students or members comment for courses?
Answer: Reports --> Engagement & interaction reports --> Comments reports --> You can reply or delete
Question: Does FreshLearn take a commission from my sales?
Answer: No, FreshLearn does not take any commission on your course sales.
Question: How do I turn off the community feature?
Answer: Go to Settings --> Member Portal --> Settings --> disable "Show the community on member portal"
Question: Payment button is not getting enabled for subscription options.
Answer: Please verify that your payment gateway (Stripe, PayPal, or Razorpay) is connected and active. If the issue remains, try clearing your browser cache or contact support@freshlearn.com for help.
Question: How can I view results?
Answer: To view student results, go to “Reports” from your dashboard, then click on the relevant enrolments or assessment to view participant scores and responses.
Question: How many courses can I add in the Pro plan?
Answer: The Pro plan allows unlimited courses, so you can create and publish as many courses as you need.
Question: Can you provide an invoice for the payment that we made?
Answer: You can download your invoice from your FreshLearn account by going to “Billing” > “Invoices.” If you need a custom invoice, reach out to support@freshlearn.com.
Question: What is email credits?
Answer: Email credits refer to the number of emails you can send from your FreshLearn account.
Question: I need to update billing details (change card).
Answer: Go to Settings --> Billing details and can update your card details.
Question: PayPal payment checkout is require members to login to PayPal instead of just using their card information.
Answer: When it redirects to Payapl there you have an option. Also this behavior depends on your PayPal account settings. To allow guest checkout, enable the “Pay with debit or credit card” option inside your PayPal merchant account settings.
Question: How to get affiliate links for Masterclasses (Live Webinars)?
Answer: Currently, affiliate links are not available for digital products like masterclass, digital download and bundles.
Question: What happens if I didnt add Group ID and Group Plan ID while enrolling to the Community group?
Answer:Without assigning the correct Group ID and Plan ID, the users might not receive access privileges to the community. Always link them correctly to avoid access issues.
Question: Do you offer 24/7 support?
Answer: Yes, Our support is available 24/7 via chat and email.
Question: We do not have emails with our domain. We use a yahoo email as our primary. So can we enable Email domain?
Answer: To proceed with custom domain email setup, you must have a business email. If you're using a Yahoo email, you won’t be able to complete domain email verification. You can continue using Yahoo, but some features like customised enrolment emails may be limited.
Question: Please refund my amount or subscription.
Answer: Please reachout to our support team at support@freshlearn.com by adding reason for refund and they can help you with this.
Question: Please close, cancel or delete my FreshLearn account
Answer: Please reach out to our support team at support@freshlearn.com along with the reason and they will guide you through the process.
Question: What is a transaction ID when manually enrolling a student in a course with a monthly subscription?
Answer: A transaction ID is a unique identifier for a payment made by a student. When enrolling a student manually in a paid subscription course, you may need to provide the transaction ID and it could be any number or character that you can enter and enroll.
Question: What should a new user or member do after purchasing a course and receiving the login link?
Answer: If the user or member is new, they should click on "verify your account link" and setup their password and the use same email address used during checkout to access their purchased product.
Question: How can I disable the drip feature for a course completely?
Answer: To disable the drip feature, go to the course --> drip and --> unpublish the drip
Question: How can I delete my account?
Answer: To delete your account, please contact our support team or send a request via email using your registered email address to support@freshlearn.com
Question: Why are widgets on the dashboard not working on my iPhone?
Answer: This may be due to a temporary issue or browser compatibility. Please try clearing your browser cache, updating your browser. If issue still exists then drop an email to support@freshlearn.com and get help.
Question: How can a student view or download assessment results?
Answer: Students can view their scores and feedback directly after completion of their quiz. Downloading results is not available unless enabled by the admin.
Question: How can I get my FreshLearn affiliate account as a beginner?
Answer: Create FreshLearn account --> My affiliates and start promoting. Once anyone purchase the product you do get notified.
Question: How can I create a video on FreshLearn as a beginner?
Answer: FreshLearn does not include a built-in video recording tool. You can record your videos using external tools like Loom, Zoom, or loom or from any external source and upload them to your course using the “Video” content block.
Question: How do I embed a YouTube video on a website page block?
Answer: In the page editor, select the block where you want to add the video, choose the "Embed" option, and paste the or embed code.
Question: Can I download videos from FreshLearn?
Answer: Currently those are restriceted for security reasons. Please reach out to support@freshlearn.com where they do help on this.
Question: Can I create a different payment page for each course?
Answer: Yes, each course has its own unique checkout page that can be customized individually under the course --> pricing. You can create upto 5 pricing plans for each course.
Question: How can I check which subscription plan I’m currently on?
Answer: To check your current plan, go to your account settings and click on the "Billing" section.
Question: How do I add an existing member as a user in my account?
Answer: Go to the Settings --> Users --> Add another admin or author.
Question: Can I access my profile and enrolled members after my subscription has ended?
Answer: After your subscription ends, access to your account is restricted. To fully manage your courses and enrolled members, an active subscription is required.
Question: What languages are supported by FreshLearn?
Answer: FreshLearn supports multiple languages including English, Spanish, French, German, Italian, Portuguese, and others. You can choose any one of your preferred language in the settings --> custom language
Question: Does the "No Brainer" plan include API access?
Answer: Yes, the "No Brainer" plan includes API access. You can find your API key at Settings --> Users --> open the email and get the API key.
Question: If my subscription ends, can I still access my profile and see enrolled members?
Answer: Once your subscription ends, your account and member data remain safe, but access to the platform and features will be restricted. You will need to renew your plan to manage or view details.
Question: Which languages does FreshLearn support?
Answer: FreshLearn supports multiple languages for Members. You can choose your preferred language settings --> custom language.
Question: Does the No-Brainer, Pro or Nobrainer plus plan include API access?
Answer: Yes
Question: Can I upload a Canvas presentation into my course?
Answer: Yes, you can upload Canvas presentations by exporting them as supported file formats (such as PDF or video) and then adding them to your course materials.
Question: How do I give a course to a member for free?
Answer: You can assign free access by creating a 100% discount coupon or manually enrolling the student through your admin dashboard --> member --> enrolments --> add the product manually.
Question: How do I edit the admin emails?
Answer: Admin emails can be customized from the settings --> member notifications under your admin panel. This allows you to change templates or text that received by your members.
Question: Why am I not able to create a bundle from my course?
Answer: Bundling is available on selected plans. Please ensure you’re on a plan that supports course bundles and that your courses are published before bundling.
Question: Does FreshLearn provide free tools or courses for freelance writers?
Answer: FreshLearn itself doesn’t provide freelance writing tools or courses. We do only have the course outlining with AI.
Question: How can I sell courses and earn money on FreshLearn?
Answer: You can sell your courses on your in many ways
- Social media channels
- Email campaigns
- Paid marketing
- Affiliate marketing and many more
Question: Why don’t I see the certificate on my course page?
Answer: Certificates need to be enabled in your course --> certificates --> enable. Please check that you have added and activated a certificate for that specific course.
Question: Can I add members to my free course?
Answer: Yes you can add free courses either manual or via checkout. Students can join a free course directly by signing up through the course checkout page.
Question: Where can I find the list of courses that provide certificates?
Answer: If a course includes a certificate, it will be mentioned on the course --> certificate --> enable
Question: How can students see quiz answers while solving?
Answer: Go to Assessments --> choose the quiz --> scores and results --> select "show answer key" as yes.
Question: How can I test enrollment and checkout for my new course or bundle or masterclass or digital download?
Answer: You can test the enrollment process by creating a test student account and completing the checkout using a test payment option (if available) or by setting the product price to free temporarily.
Question: How do I remove the footer on my homepage after duplicating it?
Answer: Open the page editor, hover the cursor icon to delete and that's it.
Question: Can I download files from the Media Library?
Answer: The Media Library is for storing and managing files within your account. We encrypt the files and hence cannot be downloaded once uploaded, so it’s best to keep a backup copy locally. If you need access to uploaded videos, contact support@freshlearn.com. A minimal charge may apply to retrieve your content.
Question: Does FreshLearn offer an API?
Answer: Yes. FreshLearn provides an API. You can find your API key under Settings → Users → Edit Profile → Get API. You can find more details of our api documentation here: https://freshlearn.com/support/api
Question: Do community post notification emails include direct links?
Answer: Community post notification emails currently don’t include a direct link. To view or reply, log in and navigate to Community → Group → Post.
Question: How can I reply to comments on a course chapter?
Answer: Go to Courses → Select Course → Chapters. Open the chapter with the comment and reply directly in the comment section.
Question: Is there a way to bulk upload course content?
Answer: Full bulk course creation isn’t available, but you can bulk upload media files into the Media Library and then assign them to chapters.
Question: How do I add a YouTube video to a website page?
Answer: Go to Websites → Pages → Edit Page → Hero or Features Block → Edit Block → Media → Embed. Paste the YouTube embed code, and you’re done.
Question: Where should course content be added: the Editor or Chapter description?
Answer: Use the Editor for videos, PDFs, and interactive content. Use the Chapter description for short summaries or text notes.
Question: Can admin emails be customized?
Answer: No, administrative emails cannot be customized at this time.
Question: How can I grant free access to a course?
Answer: There are three ways to provide free access:
- Create a coupon code with a 100% discount and share it.
- From the admin side, go to Members → Select Member → Assign Product to grant access directly without payment.
Question: Can quiz answer keys be shown to learners?
Answer: Yes. You can do that. Go to the quiz -> scores & settings. Look at the security section and you will see an option to show the answer key or not. If you say ‘yes’, after the quiz is completed and when results are shown, the link to the answer key will be displayed.
Question: Can PayPal be used for recurring payments?
Answer: PayPal supports one-time payments only. For recurring subscriptions, you must use Stripe.
Question: How do I update my payment method?
Answer: Go to Settings → Billing to update your credit card details.
Question: Why don’t my coupon codes appear at checkout?
Answer: Coupon codes apply only to one-time payment courses. If your course uses recurring pricing or subscriptions, coupons will not appear.
Question: Why can’t members see a purchase option for a course?
Answer: This may happen if the course is unpublished or set to Private. Check Courses → Settings → Visibility and ensure it’s set to Public.
Question: How do students receive their purchase receipts?
Answer: Receipts are generated automatically after purchase. Learners can download them by going to My Profile → Transactions → Download Receipt.
Question: Where can I find my invoice?
Answer: You can download all your invoices under Settings → Billing & Invoices in your dashboard. If you can’t find it, share your registered email to support@freshlearn.com and we’ll help you retrieve it.
Question: Is there an option for student notifications when we reply to comments?
Answer: Yes, students can receive notifications when you reply to their comments. Please ensure comment-related notifications are enabled under Settings → Notifications.
Question: How do I add text in a chapter?
Answer: Open your course, select the module, choose document chapter. This allows formatted text, images, embeds, and more.
Question: Do you offer link exchange collaborations?
Answer: We currently do not participate in link exchange collaborations. Thank you for your interest.
Question: How can I change the 30-day refund policy text in the footer to 14 days?
Answer: You can update the refund policy text under Site → Footer. Edit the text and publish your changes.
Question: Which plan includes email sequences and automations?
Answer: Email sequences, workflows, and automations are available in the No Brainer Plus plan.
Question: Can I turn off PayPal as a payment option?
Answer: Yes, you can disable PayPal from Settings → Paypal.
Question: What plan is required to customize email notifications?
Answer: Email notification template customization is available in all the paid plans.
Question: How can I book a demo of your product?
Answer: You can schedule a demo using this link - https://freshlearn.com/schedule-a-call.
Question: Can't send email campaigns?
Answer: Please check whether your email domain has been verified. Unverified email domains may prevent email campaigns from being sent. If you need assistance, contact support@freshlearn.com.
Question: How do I reset my password if I use Google Login?
Answer: You can use the Forgot Password option on the login page to create a password for your account.
Question: What are Certificate Templates?
Answer: Certificate Templates allow you to create a certificate design once and reuse it across multiple courses instead of creating a new certificate for each course.
Question: What is the Achievements section for?
Answer: The Achievements section allows members to view and access all their earned certificates in one place.
Question: Can I translate my site into Hindi automatically?
Answer: Yes. Go to the Language section, select Hindi, and use the Translate with AI option. You can also make manual edits if needed.
Question: What is a Branded Mobile App?
Answer: A Branded Mobile App gives you a fully branded mobile learning app with your own logo and branding. Contact avi@freshlearn.com for more details.
Question: Will AI Caption Agent add captions to my videos?
Answer: Yes. Once AI Caption Agent is activated, captions will be automatically generated for newly uploaded videos.
Question: What is Course AI?
Answer: Course AI analyzes your course content and creates an AI assistant that can answer questions, provide summaries, and explanations based on your course content.
Question: What is a Cohort Course?
Answer: A Cohort Course is designed for live learning experiences and can include live classes, videos, documents, quizzes, and assignments.
Question: How do I book a support call?
Answer: You can book a support call using this link: https://freshlearn.com/schedule-a-call-paid
Question: How do I cancel my free trial?
Answer: To cancel your free trial, please contact support@freshlearn.com.
Question: Do you have order bumps during checkout? Can I integrate my own Stripe checkout without extra fees?
Answer: Currently, FreshLearn does not support order bumps during checkout. Members can purchase only a single product in a single checkout session. You can connect your own Stripe account to process payments, and FreshLearn does not charge any additional transaction fees beyond Stripe's standard processing fees.
Question: How can I mark a specific member's course completion record as completed?
Answer: Go to Reports > Enrollment Overview, open the required course, select the member, and manually update their chapter completion status. Once all required chapters are marked as completed, the course will be marked as completed for that member.
Question: How can I check which subscription plan I'm currently on?
Answer: Go to Settings > Admin Settings > Billing Details. In the Billing Details section, you can view your current subscription plan and billing information.
Question: How long is the free trial?
Answer: FreshLearn offers a 14-day free trial.
Question: How can I connect my account with Google Analytics?
Answer: Go to Settings > Custom Script and add your Google Analytics tracking code in the Custom Script section to connect your account with Google Analytics.
Question: How do the translations work?
Answer: The Multi-language feature allows you to translate your member portal interface into your preferred language. However, it does not automatically translate your course content. The course content will be displayed in the same language in which it was originally created.
Question: On the Free plan, does the 25-enrollment limit include customers who purchase through checkout, or only learners I manually enroll?
Answer: Yes. The 25-enrollment limit includes both manual enrollments and enrollments made through checkout. A maximum of 25 total enrollments is allowed on the Free plan.
Question: How can I change a member enrollment date?
Answer: The enrollment (purchase) date cannot be edited once a member has been enrolled in a course. However, you can re-enroll the members using the Bulk Upload option, where you can specify the purchase date during the re-enrollment process.
Question: What are the limitations of the Lifetime plan?
Answer: The AppSumo Lifetime Plan includes access to core FreshLearn features such as:
- Course creation
- Assessments
- Member sign-up
- Landing pages
- And several other basic platform features
The available features depend on the Lifetime plan purchased through AppSumo.
Question: We are thinking about switching from Thinkific to FreshLearn. Can we pay monthly?
Answer: Yes. FreshLearn offers Monthly, Yearly, and Bi-Yearly subscription plans. You can choose the billing cycle that best fits your needs.
Question: Can I charge a one-time payment first and then automatically switch to a recurring monthly payment?
Answer: No. This is not supported because payment gateways do not allow modifying an existing subscription from a one-time payment to a recurring payment.
As an alternative, you can:
- Create a one-time pricing plan with a fixed expiry date.
- Create a separate recurring monthly subscription.
Once the one-time plan expires, members can purchase the recurring monthly subscription.
Question: How do I change the image in the Hero section?
Answer: To update the Hero section image, open the page in the editor, click Edit on the right-hand side, navigate to the Hero section, and replace the background image with your preferred image.
Question: Where will the groups I create in the Community reside?
Answer: Go to Products > Community and open My Community. Click Add and first create a Collection. Once the collection is created, you can create one or more Groups within that collection.
Question: How can I hide my website for now?
Answer: Currently, there is no option to hide your website or save pages as drafts. Each page is assigned a unique URL and can only be accessed by users who have the direct page link.
Question: How can I check a student's course progress?
Answer: Go to Reports > Enrollment Overview, open the required course, and select the learner. From there, you can view the learner's course progress and chapter completion status.
Question: Does FreshLearn send a thank-you email after a Masterclass is completed?
Answer: Currently, FreshLearn does not send an email notification or thank-you email when a member completes a Masterclass.
Question: How do my students sign up once they download the app?
Answer: If the member is already enrolled in your product or registered as member, they don't need to create a new account. They just use their login password and can then access their account directly.
Question: Can I rearrange the order of the courses on the Products page?
Answer: Yes. Go to the Courses section and update the course order. The same order will be reflected on your pages.
Question: If I downgrade to the Free plan, will my courses and users remain, or will I lose everything?
Answer: FreshLearn does not delete or clear your existing data when you downgrade to the Free Plan. However, the Free Plan limitations will apply, including the 25-enrollment limit. If the enrollment limit is exceeded, your account may be locked until you upgrade to a paid plan.
Question: How do I unschedule an email to make some edits?
Answer: Currently, there is no option to cancel a scheduled email campaign. To make changes, clone the scheduled campaign and delete the original campaign. You can then edit the cloned campaign and schedule it again.
Question: Is there an limit for enrollments into a cohort learning event?
Answer: Yes. You can set the enrollment limit based on your preference, and the specified enrollment limit will be applied to the cohort learning event.
Question: After my trial period is over, will my account move to the permanent Free Plan without losing my work? Can I still edit my existing website and pages after the trial ends?
Answer: After the trial ends, you can select the Free Plan to continue accessing your account without losing your existing content. Your existing content will remain available, subject to the limitations of the Free Plan.
Question: How do I change a drip schedule?
Answer: First, make sure the course chapters are published. If the drip schedule is already published, you cannot make changes to it. You need to unpublish the drip schedule before making changes.
Question: Does FreshLearn host my training videos, or do I need to pay extra for a video hosting site?
Answer: FreshLearn provides video hosting, with data limits based on your subscription plan and its Fair Usage Guidelines. You can review the Fair Usage Guidelines for more details.
Question: How can I reorder the list of available courses on the Home page?
Answer: Open the page in Edit mode, select Add Block, and click Product. You can then add the required products to your page.
Question: Are your prices in USD?
Answer: Yes, FreshLearn prices are displayed in USD.
Question: What is the cap for accounts or number of students?
Answer: There is no limit on the number of members you can have in your paid FreshLearn account.
Question: The student’s account is showing as temporarily locked. Could you please check and help us unlock the account?
Answer: This may happen if the plan renewal was not processed. Please check your FreshLearn account and proceed with the plan renewal. Once the admin account is active, the members will automatically regain access as well.
Question: How do I add member email addresses so I can send emails?
Answer: Go to Members and add the required members using their email addresses. Once they are added as members, you can send emails to them through Email Campaigns. You can also do this via bulk import.
Question: Can I add member email addresses to send advertising emails in Campaigns?
Answer: You need to add the recipients as members first. Once they are added as members, you can send them email campaigns. You can also do this via bulk import.
Question: Do you support payment plans with Razorpay?
Answer: Yes, FreshLearn supports native Razorpay integration.
Question: Can we charge customers in USD and DKK?
Answer: Yes, from the Plan Edit section, click the currency dropdown to select the currency you want to use.
Question: Is there any way I can verify how many members are enrolled in a product?
Answer: Yes. Go to the Members section, select the Add Filter option, and use the Enrolled filter to view the members enrolled in the respective course.
Question: I want to set up a pop-up on my webpage for exit intent. How can I do this?
Answer: Go to Account Settings > Custom Script. From there, you can add the required script code to display a pop-up on your pages and Member Portal.
Question: Can our academy charge customers in two currencies, such as US Dollars and Danish Kroner (DKK)?
Answer: Yes. You can create two different plan with the required currency and use its checkout page link on your website's CTA button. This allows customers to make payments in the selected currency.
Question: How do I know if a certificate was sent to a student?
Answer: Certificates are not sent by email. Members can access and download their certificates directly when the complete the course or atteneded masterclass.
Question: How can I invite my members to signup?
Answer: If you only want members to create an account, open your Member Login page and select the Create option. You can share the Member Login page link with them so they can create their account.
Question: I am setting up a UAE Stripe business account. Will Apple Pay and Google Pay be displayed on the FreshLearn checkout when Stripe UAE is connected?
Answer: If those payment methods enabled in your Stripe account, including Apple Pay and Google Pay, will be available on the FreshLearn checkout pages.
Question: The Stripe payment doesn't work and shows this error: "Invalid value for stripe.confirmPayment(): elements should have a mounted Payment Element or Express Checkout Element."
Answer: This error may occur if the Stripe API keys are not configured correctly. Go to Settings > Stripe and make sure the correct API keys are entered. If you need further assistance, contact support@freshlearn.com.
Question: How can I take my site online? It is currently showing as "offline."
Answer: Please contact support@freshlearn.com for assistance. Our support team can help you bring your site online.
Question: What does the tag HARD_BOUNCE mean?
Answer: The Hard Bounce tag is applied when a member's email address is invalid or when the recipient has blocked the sender from emailing them.
Question: Do you offer 1:1 coaching?
Answer: Yes, FreshLearn offers a 1:1 coaching feature. You can book a demo call to learn more about the feature and discuss - https://freshlearn.com/schedule-a-call-paid
Question: How can I get my course certificate?
Answer: Login to Member portal --> Go to Achievements and download your course certificate.
Question: How can I schedule a call with the support team?
Answer: You can book a support call using the FreshLearn support call booking option - https://freshlearn.com/schedule-a-call-paid
Question: My website is not working. Do you know why?
Answer: This may happen if the Site Domain setup is incorrect or incomplete. Please make sure the CNAME record is properly configured in your DNS settings. If you are still facing issues, contact the support team at support@freshlearn.com or book call - https://freshlearn.com/schedule-a-call-paid
Question: How many users or members can I have on the No Brainer plan?
Answer: There is no limit on the number of members you can have on the No Brainer plan. You can add as many members as required.
Question: What is the affiliate code used for? If someone doesn't use the affiliate link, can they enter the affiliate code and still have the referral tracked?
Answer: The Affiliate Code is used to generate an affiliate link. The affiliate link contains the affiliate ID and other required information that allows FreshLearn to identify the affiliate and record the referral. The affiliate cannot be tracked using the affiliate code alone.
Question: If a member is already logged in and enrolled, can they be automatically redirected from the course checkout page to the course?
Answer: No. This checkout behavior cannot be changed. If the member is already logged in, their details are already available, so they do not need to complete the full checkout form again. They can proceed directly to the payment step and complete the enrollment.
Question: How do my students sign up after downloading the app?
Answer: If the member is already enrolled in your product, they do not need to create a new account. They simply need to set up their login password and can then access their account directly. For a new members, they have option to create member account and signup.
Question: How can I change the enrollment date for members?
Answer: The member enrollment (purchase) date cannot be edited once the member has been enrolled in a course. However, you can re-enroll the members using the Bulk Upload option, where you can set the purchase date according to your preference.
Question: How can I map custom fields from FreshLearn to HubSpot?
Answer: Go to Settings > Integrations > HubSpot and connect your FreshLearn account with HubSpot. The required fields will be automatically connected between FreshLearn and HubSpot.
Question: Can I process a refund directly from FreshLearn?
Answer: No. Refunds need to be processed manually through the respective payment gateway. FreshLearn does not control the refund process and does not currently have an option to initiate or process refunds from the system.
Question: Is it possible to remove the expiration date for members enrolled in a course?
Answer: Yes. Go to Members > Enrollment, click the three dots for the required course, and select Full Access. This will remove the expiration date and give the member access without an expiry.
Question: How can I make my Landing Page Buy button active?
Answer: There is no separate option to activate the Buy button. Add a CTA button to your landing page and update its link with the appropriate checkout URL. Once the link is added, the button will automatically become active.
Question: How can I change a student's payment method or provide instructions for them to change it?
Answer: There is no such direct option to change. Either you or student need to cancel their plan and change the payment method.
Question: Can I increase the number of tickets one person can buy for my Masterclass?
Answer: There is no option called Tickets in Masterclass. As an admin, you can set the number of enrollments based on your requirement. Once the enrollment limit is reached, no further enrollments will be allowed for that Masterclass.
Question: How does FreshLearn stand out from its competition?
Answer: FreshLearn stands out by focusing on customer experience, ease of use, and personalized support. We aim to provide reliable, user-friendly solutions while continuously improving our products based on customer feedback. Our combination of quality, innovation, responsive support, and value helps us build long-term relationships with our customers.
Question: Do you allow paid link insertion, guest posts, or link exchange opportunities on your website?
Answer: No, we don't offer link exchange opportunities on FreshLearn.
Question: What are the automation limits?
Answer: The Automations and Sequences features are limited to 2 on the No Brainer plan. If you need access to more automations without limitations, you would need to upgrade to the No Brainer Plus plan. With the No Brainer Plus plan, you can access Automations and Sequences without limitations.
Question: How can I edit author details?
Answer: Go to Settings > Admin Settings > User Details, where you can edit and update the author's details.
Question: How can I stop the course price from showing on the Product Card in the Page Builder?
Answer: Go to Course Settings > Rules and disable the Show Pricing on Course Card option. This will remove the pricing displayed on the course card in your pages.
Question: How can I connect my GoDaddy domain to my FreshLearn website?
Answer: You can follow this support article for step-by-step instructions on setting up your custom domain: How to Set Up a Custom Domain in FreshLearn
Question: How do students or members pay for my course on FreshLearn?
Answer: After creating your courses on FreshLearn, you need to connect a payment gateway such as Stripe or PayPal or both. Once connected, students can securely make payments through the checkout page and instantly enroll in your courses or purchase your products.
Question: How can I update the image shown on my course checkout page?
Answer: Go to Pricing, click Plan Edit, and select Product Details. From there, you can update the checkout image.
Question: How do I reset or change the expiration date for a course?
Answer: If you want to change the expiry date for a specific member, go to Members, open the respective member's Enrollment section, and edit the course expiry date. If you want to change the expiry date for the course itself, go to the Course Pricing section and update the expiry period for course enrollment.
Question: Can I add a cookie policy banner to my FreshLearn page?
Answer: Go to Settings > Custom Scripts, where you can add your cookie policy.
Question: Can I have two lead form screens for my assessment, or add more than three fields to the existing form?
Answer: Currently, FreshLearn allows only one lead form for assessments. You can also add one additional field, which is the phone number field.
Question: How can I change the amount of time a member has access to a course?
Answer: Go to the Members section, open the member's Enrollment section, and edit the course expiry date to update their access period.
Question: What is the course content limit?
Answer: There is no limit on the amount of content you can add to a course.
Question: Who is responsible for paying EU VAT collected through Stripe?
Answer: You can enable the tax option to collect tax from your members. However, you are responsible for processing and paying the collected tax, as FreshLearn does not process tax payments on your behalf.
Question: How do I set up an automatic email response when someone submits their email?
Answer: Members receive an email notification when a form is submitted. You can edit the email notification from Settings > Member Notification.
Question: How can I stop the constant pop-up messaging while creating my course?
Answer: You can click Close after completing the required steps. Once all the steps are followed and completed, the pop-up will stop displaying.
Question: Why do I keep getting logged out while setting up and transferring courses to FreshLearn from LearnWorlds?
Answer: If you are logging in from different browser tabs, you may be logged out from the previous tab. Make sure you are not accessing the account from multiple tabs in the same browser.
Question: Can I host a course for 10 people without paying anything?
Answer: Yes. You can use the Free plan, which provides basic features and allows up to 25 enrollments.
Question: How can I manually enroll a member in a Bundle with a monthly subscription if there is no payment method available?
Answer: In the Payment Mode section, you can choose the Gift option. This allows you to process the enrollment without requiring payment details.
Question: A direct debit option has appeared on my split-price link for my course. Can I switch this option off?
Answer: The available payment options are based on your Stripe account settings. Please check your Stripe account and disable the Direct Debit payment method from there. If you need assistance, please contact Stripe Support.
Question: I have the No Brainer plan. Can I bulk upload 1,200 questions?
Answer: No, the No Brainer plan does not include the question bulk upload feature. This feature is available on the No Brainer Plus plan.
Question: How can I change the owner of the account?
Answer: Go to Settings > Admin Settings > User Details. Click Edit, select Change Email, and update the owner's email address.
Question: Why is my Courses page empty? My courses disappeared while I was working on a course that is live.
Answer: Playlists and Cohorts were previously available under the same Course section. With a recent update, they have been moved to separate sections. If you are looking for a Playlist or Cohort, please check its respective section.
Question: Can I download a course I have created on FreshLearn?
Answer: No, currently FreshLearn does not provide an option to download a course from the admin side.
Question: I purchased a subscription from AppSumo and now I don't have any details about my plan. How can I check it?
Answer: The AppSumo Lifetime Plan provides access to basic FreshLearn features such as courses, assessments, member sign-up, pages, and other selected features.
Question: When using a Merge Tag in my notification emails, how do I make it a clickable link?
Answer: Add the Merge Tag to the email template exactly as provided. Do not change the tag type or convert it into a link. When the email is sent to the member, FreshLearn will automatically generate the Merge Tag as a clickable link.
Question: Can I get a complete record of all learner enrollments, including draft and deleted courses?
Answer: Currently, FreshLearn does not provide an option to download enrollment data in the requested format. You can download member data from the Members section. You can select the required course using the filter option and download the data using Bulk Download. If the course is in draft status, you can publish it, download the required data, and then unpublish the course again.
Question: Is there a limit on the total number of marketing contacts or leads I can have on each plan?
Answer: There is no limit on the number of members you can have on a paid subscription, even if those members are email subscribers who are not enrolled in any course.
Question: What is a cohort?
Answer: Cohorts are similar to courses, but they are mainly designed for live classes and live sessions.
Question: How can I connect my existing custom domain to my FreshLearn website?
Answer: You can connect your existing custom domain to your FreshLearn website by following the steps in the support article How to Set Up a Custom Domain in FreshLearn.
Question: Where do I add the subject line for a custom email template?
Answer: The custom email template contains only the email body. When sending the campaign, you can add the email subject from the Email Campaign section.
Question: How can I remove my published course from sale while keeping access for existing students?
Answer: Follow these steps:
- Go to Course Settings > Course Details and disable Public Mode.
- Go to Pricing and disable the pricing plan.
This will keep the course available to existing members while preventing new users from enrolling.
Question: Does the No Brainer plan include white-label branding for iOS and Android apps?
Answer: White-label mobile apps are available as an add-on but not included in any yearly plans.
Question: Where is my course hosted if I use FreshLearn? Can I use my own branded URL?
Answer: Yes, you can use your own branded URL with FreshLearn and courses are hosted in FreshLearn.
Question: What is my subscription renewal date, and where can I find my subscription details?
Answer: Go to Settings > Admin Settings > Billing Details. You can view your subscription details, including the expiry or renewal date.
Question: Can I create an MCAT-style layout where the question and images are on the left and the multiple-choice options are on the right?
Answer: You can create an Assessment and add its link to a page button. However, you cannot display the assessment questions directly on the page in a split-screen layout.
Question: My checkout page is not displaying the payment form. I have completed the Stripe integration and Stripe shows as active. It shows the payment methods, but when I click Card, the card form does not appear. What should I do?
Answer: This may occur if the payment gateway setup is not configured correctly. Please check your Stripe payment gateway settings and make sure the integration is set up properly.
Question: Where can I change the image on my member login page?
Answer: Go to Settings > Member Portal > Customize Member Portal > Themes, where you can update the image.
Question: How do my members access the Community page?
Answer: Members can access the Community option from their Member Dashboard, which will take them to the Community page.
Question: What are the course and student limits?
Answer: You can use the Course feature to create and sell your e-learning content. There is no limit on the number of members you can have on a paid plan.
Question: Users and members are not receiving invitation emails. Their email addresses are correct, and the emails are not in spam. What could be the issue?
Answer: Please check your Email Domain setup and make sure your email domain is configured correctly.
Question: A learner reported that the programme isn't loading in Microsoft Edge, although it works at another facility. Should I add a disclaimer about Microsoft Edge, and how did the learner submit the review?
Answer: You can use the Custom Script option to add code and display a pop-up message if required. FreshLearn does not have browser-specific restrictions. Please ask the learner to clear their browser cache and try again in Microsoft Edge.
Question: How can I start hosting live classes?
Answer: You can use the Masterclass feature to set up live classes.
Question: If I get the No Brainer plan, are the iOS and Android apps included? Will they be on my own developer account or FreshLearn's?
Answer: If you are referring to the FreshLearn app, you will have access to both iOS and Android apps. However, the white-label branded apps are not included in the plan subscription. They are available as a separate add-on service.
Question: What is a Cohort?
Answer: A Cohort is a product type similar to a course, but it mainly focuses on live classes and live sessions.
Question: How many domains can I connect to my FreshLearn account on the Pro plan?
Answer: You can connect one domain to your FreshLearn account.
Question: Can I set up recurring payments through PayPal or use PayPal Pay Later for my Cohort?
Answer: Currently, recurring payments are not available through PayPal. You would need to connect Stripe to use recurring payments.
Question: Does FreshLearn support Single Sign-On (SSO)?
Answer: Yes, FreshLearn supports SSO for customer accounts under the Enterprise plan. SSO requirements and setup are specific to each customer account.
Question: How can I check my subscription expiry date so I can pause my subscription at the right time?
Answer: Go to Settings > Admin Settings > Billing Details to check your subscription details, including the plan expiry date.
Question: When students take quizzes or complete activities, I receive notifications asking me to grade them. How can I stop receiving these notifications?
Answer: Go to Settings > Admin Notifications > Emails and disable the admin email notifications you no longer wish to receive.
Question: Can members see whether their answers are correct, along with the correct answer and explanation, immediately after answering each question?
Answer: Currently, FreshLearn does not support displaying the correct answer and explanation immediately after each question. This restriction helps prevent learners from viewing the correct answer and then returning to a previous question to change their response.
Question: Can I sell classes or courses and community access together as a membership?
Answer: Yes, you can set up a product and enable the Auto Enrollment for Community option under Course Settings > Rules. This automatically enrolls members into the selected community group when they enroll in the course.
Question: Can I create course categories instead of using tags to manage course visibility and access?
Answer: You can make a course private by disabling the Public option under Course > Settings > Course Details. This prevents the course from appearing in the Other Products section and on the default All Products page.
Question: Why does the AI course outline generator take so long?
Answer: Course outline generation time may depend on the topic, internet speed, and the time required to process the data. If the process takes longer, please clear your browser cache and try again.
Question: We are switching from Thinkific to FreshLearn and plan to subscribe to the monthly No Brainer plan. If we pay $99 for course migration, how long will the migration take, and how can we support our students during the transition?
Answer: The migration process is divided into four stages:
- Course migration
- Website and landing page migration
- Admin setup
- Member migration
The FreshLearn team will handle these migration stages and it takes 14 days to complete the migration.