FREEDOM TECHNOLOGY

Frequently Asked Questions (F.A.Q)

I Cannot log onto the portal with the Username and Password Supplied?

If you are having issues logging onto the ordering portal, can we advise the following:

The password and username are case sensitive, so please make sure that they are entered exactly as stated in the communication you’ve received from the school. Please take note of any symbols (! @ # ) as these may be part of the login details.

Whenever possible use a PC/Mac or tablet to try to log in as a preference.

We recommend that you type the username/password as opposed to cut and pasting them, as trailing spaces can sometimes be seen as an extra character by the database.

I am having problems connecting to the ordering portal?

As the portal is web-based you may face issues connecting to the site during very busy periods. If you’re having issues connecting, we would recommend trying either early in the morning or later in the evening.

When I go onto the ordering portal, it just shows me a picture of the device(s)

If you click on the image, this will then take you to the information and ordering page.

Why does the device cost more than if I buy this from the shops or online?

The payment breakdown is explained in the ordering portal under the ‘Savings Explained’ section. Please be aware that the pricing may include a warranty and repair, configuration of the device (so it’s set up for the students use) as well as accessories such as a carry/slipcase. Please check the ‘What’s Included’ section of the ordering portal (located directly under the device image).

I am trying to make an online payment but it keeps getting declined?

If the payment is being declined we would recommend speaking to your bank.

I have placed an order but not received any confirmation of this?

Once you have completed the online form, it should end with a ‘Thank You For Your Submission’ message. You should then receive your order number, agreement, warranty and service terms and conditions, emailed to the email address that you specified when making the order. This will come from tech4learners@freedomtech.co.uk. If you have opted to pay overtime, you should also receive an email from our Direct Debit partners RSM2000. If you have not received any of these communications, please check your Spam inbox. If you do not receive any of the above communications then we would advise placing the order again.

Is the service cover the same, regardless of the payment choice?

The warranty and repair service will be detailed under the ‘What’s Included’ tab on the ordering portal. If this states that the device service is three years, then it will be the same regardless of how you decide to pay.

Can I extend my cover once it runs out?

Unfortunately we are unable to extend the cover period longer than the agreement period

Can you let me know what software will be on the device?

Software and network administration is handled by the school. We will configure the devices to the school’s requirements, however bespoke or specific school software will be managed by the schools IT Department.

Can I order a device for myself, or someone that isn't attending the school?

Freedom Tech works with individual schools to provide devices for student use. Unfortunately, we cannot take individual requests for devices or for students outside of the specific programme.

Can I have more information in regards to the device?

Device information is supplied on the ordering portal under the Product Specification tab. There are also details of the processor, RAM and Hard Disk capacity in the title description. In most cases, we will also include the model number in the title description and would advise searching the internet for a more in-depth description of the device (these should also be available on the manufacturer’s website).

I am entitled to help with payments of this device but the portal has the full price

If you are entitled to help under Pupil Premium or Free School Meals schemes, please refer to the school as they will have the login details for any discounted programmes they may be running.

Can I change the date of the Direct Debit date?

All Direct Debits are due to be taken on the 25th of each month (or the next available date if the 25th falls on a weekend or Bank Holiday). This date cannot be changed, however will attempt to take any failed payments on the 5th and 16th of the following month.

Please note: The first Direct Debit has to be taken successfully and now further attempts will be taken if this fails

Are the devices being delivered to my home address or to the school?

All the devices are delivered direct to the school, so they can be connected to the infrastructure before being handed to the students. The school will contact you when the devices are ready to be handed out. If there are any changes to this, either ourselves or the school will contact you about any alternative arrangements.

I have not received my order and it’s after the estimated date I was emailed?

The date you receive after you place the order is an estimated date for when the devices may be delivered to the school.

All the devices are delivered direct to the school, so they can be connected to the infrastructure before being handed to the students. The school will contact you when the devices are ready to be handed out. If there are any changes to this, either ourselves or the school will contact you about any alternative arrangements.

How do I cancel an order?

If you wish to cancel and order prior to the portal closing please log this via our support page at https://freedomtech.co.uk/help, choosing *Other* as the enquiry type.

Please note, we cannot cancel orders after the cooling-off period or if the portal has closed. If you wish to cancel because you’ve chosen the wrong payment type, then please wait for confirmation from us that we have cancelled your order before placing another

My first Direct Debit failed / I cancelled the Direct Debit before the first payment was taken. Can you attempt to take this payment again?

It is imperative that we are able to take the first Direct Debit as this ensures there is a payment gateway for us to then take the further monthly payments. If we cannot take the first Direct Debit then the order will be automatically cancelled.

I did not receive my device when they were being handed out?

If you haven’t received a device and payment / the first Direct Debit were taken successfully, please check with the school in the first instance.

If the school cannot locate this, please fill in the form at https://www.freedomtech.co.uk/help – choosing ‘Other’ as the type option, and we will look into this.

My device is malfunctioning / broken. How do I make a claim?

If your device is not working or is damaged then please log this via our support portal at https://www.freedomtech.co.uk/help  – choosing either ‘Broken Device” or “Claim – Warranty” as the type option. Once this has been submitted you will receive an automated response with an FTCS unique reference number and will be contacted by our repair centre with information on the next steps to get this resolved.

I have put the wrong year group when I placed an order, can I change this?

Please go to https://www.freedomtech.co.uk/help – choose ‘Other’ from the type and explain the issue in the Description box and we can amend your records.

I need to change my address/email/phone number details

Please go to https://www.freedomtech.co.uk/help, choose ‘Other’ from the type and explain the issue in the Description box and we can amend your records.

My account has fallen into arrears, how do I make a payment to bring this up to date?

Please raise a request via our support portal at https://www.freedomtech.co.uk/help – choosing ‘Other’ as an option type – and we can send you our bank details to make the payment.

Can I pay off the balance of my account early?

Yes, once we have taken the first direct debit you can either pay the balance of the account or pay off incremental amounts.

When I try to download an app it’s telling me that I need an administration password. Are the devices locked so we can only do school work on these?

Although Freedom Tech facilitates the process in regards to the purchase of the device, the school govern the administration when these are connected to their infrastructure. Please contact the school in regards to any account administration issues.

I cannot log onto to my device using the login and password that I've been given

Administration of passwords is governed by the schools IT Department. Please refer to them if you have this issue.

My device isn’t connecting to the schools network but I can still get on the internet

The administration of the network is governed by the schools IT Department. Please refer to them if you have this issue.

I have paid off the balance for my device, how can I get this taken off the schools network?

The school administer the network the device is connected to, so please contact their IT department in the first instance, who can check with us that the device has been paid in full and deprovision it.

My child is leaving the school, what are my options in regards to the device

If you have paid for the device in one payment or paid off the balance in full (if paying monthly), then contact the school that can deprovision it from their network.

If there is still a balance due, then this will need to be paid off before the device can be deprovisioned, if you do not wish to keep it, it will then have to be returned to the school.

Please raise a request at https://www.freedomtech.co.uk/help – choosing ‘Other’ as the type option, to obtain a balance statement.

My first Direct Debit has failed, will this be attempted again or can I call and pay this?

Unfortunately, it is essential that the first Direct Debit is taken, as we need to ensure that there is a payment channel available for your monthly Direct Debits. If we cannot take the first Direct Debit, the order will be cancelled automatically and we will not be able to make further attempts to take payment. We will also not be able to take payment over the phone for this.