Support

SUPPORT
TheVirtualInstructor.com provides support for circumstances under our control. Please understand that internet connectivity issues, browser issues, and printing issues are beyond our control.

Most problems users encounter are the result of slow internet connections or out of date browsers. Please be sure that you have a strong internet connection and that your browser has been updated. Supported browsers include Internet Explorer 9+, Google Chrome, Firefox, Safari, and Opera.

Please check out a few of these FAQs...

Issue: I'm Having Trouble Reseting My Password

The following video illustrates the steps for reseting your password...

Issue: Not Receiving Password Reset Email

Some email providers decide to block automated emails like the one that you request when you try to reset your password. You may first check your SPAM or Promotions folder and see if the email is there.

If you still do not see the email to reset your password, you may need to "whitelist" emails from the domain "thevirtualinstructor.com". 

Of course, we'll be glad to reset your password manually for you as well. Just let us know using the form below and we'll be glad to help!

Issue: Not Receiving Free Preview Email

Some email providers decide to block automated emails like the one that you request when you sign up for the free preview. To fix this issue, you'll need to "whitelist" emails from the domain "thevirtualinstructor.com". Alternatively, be sure that you are entering the correct email address when signing up for the preview.

Issue: I Cannot Find the Ebooks

The download links for the ebooks are found under each video for each module page within the course.

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Issue: Video is Slow to Load or Choppy

All videos are presented in High Definition by default. If your internet connection is unstable or slower, you may experience "buffering". You can disable High Definition streaming by scrolling over the player and clicking the "HD" icon.  This will turn High Definition off and the video will play without buffering.

Issue: Video Shows a Black Screen

Check to make sure that you are not on a shared connection, like at a library or a school.  TheVirtualInstructor.com uses video servers at Vimeo.com. If your shared connection has blocked Vimeo.com, then you are likely to see a black screen. If this is the case, speak with your system administrator and request that Vimeo.com be unblocked. 

Issue: My Password Does Not Work on The Forum

The forum is free and runs on a completely different database, therefore your membership account is not tied to the forum at all. You'll need to create a new account on the forum and accept the terms and conditions to post your comments and art. 

Issue: How Do I Download Videos

Video downloads are available after the trial period, when full membership has been established. To download videos please refer to this guide...How to Download Videos

Issue: I Need to Cancel My Subscription

How to Cancel Your Recurring Payment

Your membership is a subscription that automatically bills your account.  You can cancel this automatic payment at any time by following these directions.  You will still have access to the membership section for your entire term period after your last payment.  (It is your responsibility to cancel recurring payments.)

If You Paid Through PayPal...

How to cancel...

1. Go to PayPal.com and log in to your account.

2. Click the Profile icon next to "Log Out" near the top of the page.

3. Click  Preapproved Payments.

4. Find payments to "matthew fussell", "matt@mattfussell.com", or "Membership at TheVirtualInstructor.com" and click on the link.

5. Click the "Cancel" link under subscription details.

For more information on canceling PayPal subscription payments please visit this page.

If You Paid with a Credit Card (Not through PayPal)...

To cancel your recurring payments that were made using a credit card (not through PayPal) follow this link and click on the cancellation button. Be sure that you are logged in before accessing this page.

Issue: How Do I Renew My Subscription?

Your subscription is set to automatically renew each year unless you have cancelled your subscription or recurring payments. Sometimes, your bank information or card changes or expires causing your subscription to lapse. To renew, log in as you normally would. On the login screen, you will see a message stating that your subscription has ended. There will be a link with directions explaining how to renew your subscription.

Issue: Can I Post Your Videos on YouTube or My School Moodle?

No.  You are not allowed to distribute any of the videos on this site on any other site or in any other form.  This includes "online classes".

Issue: Can I Show the Videos in My Classroom?

Absolutely!  That's what they are here for.


Questions or Concerns? Contact Us
1-888-682-1471
Call toll free Monday-Friday 9:00 AM - 4:00 PM EST