Help centre
How can we help?
Find answers on signing in, getting your microphone working, how sessions and scores work, building sims, billing and running your team.
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Account and sign-in
- Accepting an inviteOpen the Accept invitation link in your email, then log in or create an account with the invited email address within 14 days.
- Signing in and resetting your passwordLog in with Google, single sign-on, or your work email and password, and get a reset link by email if you have forgotten your password.
- Signing in through your organisation's SSOType your work email on the login page and choose Continue with single sign-on to sign in through your organisation's own identity provider.
Running a sim
- Avatar not loadingIf the 3D character cannot load, the sim switches to a 2D stage and keeps going. Reload, check your browser, or choose text-only mode.
- Microphone setupChoose Enable microphone on the Before we begin screen and allow access when your browser asks. If the mic is blocked, fix it in your browser or type instead.
- Running a sim from a shared linkA workshop link or embed lets you practise without an account. Enter your name, an email if asked, and an access code if you were given one, then Start.
- Supported browsers, network and headphonesUse a current Chrome, Edge, Safari or Firefox with a microphone and 3D graphics, on a network that allows audio streaming, and wear headphones if you can.
Sessions and scoring
- Challenging a scoreUse Request a review on your own result page to have a person look at an AI score. The score does not change until someone reviews it.
- How scoring worksAn AI assessor scores each run against the sim's criteria out of 100. The pass mark is 70. You get feedback and evidence, and a certificate if you pass.
- How sessions are countedA session is one ten-minute practice conversation. Any run of a minute or longer costs one session. A run under a minute is a misfire and costs nothing.
- Out of sessionsWhen you see No sessions remaining, buy a Learner Pass or a pack from Sessions & Billing, or ask your admin for more if your organisation funds you.
Building sims
- Delivering a simDeliver a saved sim with a workshop link, an email invitation, an embed on your site, or a share link. Workshop links and embeds spend your sessions.
- Generating a first draftDescribe what learners should practise on the Start step, attach your own material if you have it, and choose Generate the simulation. Everything is editable.
- Simple and Advanced builderSimple and Advanced are two views of the same sim. Switch between them any time without losing work. Simple shows the essentials, Advanced shows everything.
- Translating a simUse the Languages panel on the Advanced Builder's Language tab to translate a sim's name, description and criteria. The spoken language is a separate setting.
Billing
- Buying more sessionsLearners buy another Learner Pass, Creator Seat holders buy packs of ten, and organisation admins top up the pool at volume prices on Sessions & Billing.
- Creator SeatA Creator Seat is A$150 a month or A$1,500 a year. It unlocks the builder and delivery, with 25 sessions included each period and packs that never expire.
- Invoices and GSTPrices are in Australian dollars and include GST, itemised at checkout. Subscription invoices are in the Stripe billing portal under Open billing portal.
- Learner PassA Learner Pass is A$15 for five practice sessions that never expire. It gives you the whole Sim Library with scored feedback, but not the builder.
Team and organisation admin
- Exporting xAPI recordsThe xAPI / LRS export on the Analytics tab of Organisation Results downloads a file of xAPI statements for your LRS, with no transcripts and no emails.
- Inviting your teamFrom Manage Team, choose Invite by email or Add member, enter the address and the role, and send. The link is single-use and expires in 14 days.
- Managing teamsOrganisation admins create teams and set roles on Manage Team and Manage Organisation. Team admins manage their own team's members, roles and quotas.
- Session quotasSessions flow from the organisation pool to team pools to members. Organisation admins allocate to teams, and team admins cap each member on Manage Team.
- Setting up single sign-onSSO is set up by Evolve on request. Send us your SAML metadata and email domains through the support form and we connect your identity provider.
- Team analyticsOrganisation Results shows completions, average scores, trends and every learner session for your scope, with CSV export. Team admins see their team only.
Privacy and support
- Contacting supportUse the Contact support form in the portal. Tell us what you were doing, what you saw, and your browser, and name the sim or run if it is about a result.
- Privacy requestsDownload your data instantly from your profile, or lodge a correction or account deletion request there. We action requests within 30 days.