Frequently Asked Questions

Accessing Printable and Audio Materials

• PDFs are Printing with Random Symbols Instead of Notes
• Why Can’t I Access Premium Features or Materials Even Though I’m a Premium Member?
• How Do I Download Previously Purchased Materials?
• Why Can’t I Access My Materials on my iPhone/iPad?
• How Do I Download Premium Materials?
• How Can I Get Sheet Music For the Popular Songs?

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How to Manage Premium

• I want to add a student to Premium, but it's charging me for more than one student.
• I want to buy Premium, but I don't want it to automatically renew.
• If I cancel, will I get refunded?
• How do I Cancel my Premium Membership?

Premium Gift Codes

• I Bought a Gift Code, Why Don't I Have Premium?
• Does a Premium Gift Code Ever Expire?
• What if the Gift Code Recipient Already Has a Premium Membership?
• Can I Purchase Premium Gift Codes for Students in Different Households?
• If I Give a Premium Gift Code to Someone, Will the Recipient Need to Enter Their Credit Card Information?
• Can I Purchase a Membership for Someone Else?

Sales and Discounted Pricing

• The Sale Price Isn't Showing Up at Checkout
• I’m Already a Premium Member. Can I Get the Sale Price for an Added Year?

Games

• How many levels are there in the games?
• The sound in the games is not working.
• How do I go back a level in the games?

Choosing, Owning, and Caring for a Piano

• How Do I Care for and Tune My Piano?
• Do I Need a Better Instrument?
• What Kind of Piano or Keyboard Should I Have?

Advanced Music Lessons and Finding an In-Person Teacher

• How Do I Find a Live Piano Teacher?
• Do You Offer Advanced Piano Lessons, or Adult Piano Lessons?

Hoffman Academy Lessons, App, and Video Production

• What are the Points for?
• How Do You Film and Edit Your Lessons?
• Do You Have An App?
• Why is Your Program Promoted as “Free” When You Charge For It?