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Frequently Asked Questions

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I am unable to log in. What should I do?

Please ensure that you are logging in with the user id and password with which you had registered. Passwords are case sensitive. In case you have forgotten your password, go to the relevant option to get a new one. For other problems contact customer service.

What happens to my saved data after my free subscription period is over?

You will have no access to it if you do not renew your subscription.

What happens to my saved data during my free trial period if I become a subscriber once the free period is over.

If you subscribe before the completion of the free trial period your data will be saved till the expiry of your free subscription.

The system suddenly logged me out. Why?

There could be problems with your internet connections. Please check if anyone else has access to your user Id and password. The system does not allow more than one person to log in at the same time. In such a case you may consider changing your password.

How do I change my user name and password?

Your password can be changed by using the edit password option; however system does not allow you to change your User Name. In case you wish to change your User Name too, please contact customer care.

I am using my e-mail Id to log in. Is my privacy protected?

We categorically state that e-mail Ids logged with Extramarks Live would not be shared with anyone else without your written approval.

How much time does it take for my subscription to be activated?

Normally the subscriptions are activated within 24 hours.

I am a student and do not possess a credit card. How do I pay? Do you have an offline mode of payment?

At the moment we do not have an offline payment option. You may need to take the help of a relative or a friend.

The amount has been already debited from my credit / debit card. How do I access my pack?

Please click where your user name appears on the top right portion of the home page. Go to "My subscriptions" and check if your package is showing there. Call customer care with this information.

I am having payment problems. What do I do?

Please call us at 1800-102-5301 or email us at customersupport@extramarks.com with your issue and we will look into it.

Are there discounts on purchasing multiple packs?

Discounts, if any, shall appear on the buy page with an identification number.

Is there any basic system requirement?

For best experience, we recommend an internet download speed of 512 Kbps or above and 1024X768 hardware resolution. The site can be accessed from any standard desktop, laptop or 10 inch tab. Responsive versions for 7 inch and smaller screens shall be made available shortly.

Can I download SLM to watch later?

No.

Can I print, copy or e mail my lesson modules?

No.

Which browser do I need to run Smart Study Pack?

It is recommended to use latest versions of the browsers. The site supports 9+ versions of Internet Explorer and 17+ versions of Mozilla and Chrome.

My parent created my account, I have forgotten my password/login ID. So how can reset my password or Login ID

Your Login ID will be mentioned in your parent's account under my child tab. Your parent holds the authority to reset your password. Parent needs to follow the steps mentioned below: Click my child tab.
Click on manage child option
Select change password option
A window will appear where the user needs to input following details for this child