Frequently Asked Questions for Smart Insights members
We hope this FAQ answers your questions about our membership. If you want to learn more about who is behind Smart Insights and how we can help your business, see our About Smart Insights page. If you have any other questions, do contact us.
Where should I start?
Our Getting Started guide recommends the most relevant resources and tools based on six of the most common needs of our members:
Free membership questions
Q. Where do I find the free samples to download?
You need to be registered as a free member and signed-in to access these using the sign-in link at the top right of the site.
As a free member, you can:
- View our Digital marketing resource library - select 'Free' on the right to see the free resources
- Take a digital marketing capability review for your business in a toolkit you select
- Score your digital skills across our RACE framework and get a personalized learning plan
Premium membership questions
Q. Which premium member resources are recommended for new members?
Our guidance is structured around our RACE planning framework. To learn how to create a plan to improve your results from digital marketing we recommend you start by using our RACE practical Digital Marketing Learning Path which shows you how to create a strategy by auditing your current use of digital marketing, setting goals and priority initiatives to be implemented in 90-day plans.
Our Learning Paths are integrated with downloadable templates to help you audit your performance, set forecasts and create action plans. Each Learning Path includes different types of example templates in Excel, Powerpoint and Word from our resource library to help you create your action plans as you work through the Learning Path.
Q. How do I get year-round access to all your resources for different team members in our company?
Professional membership gives your business a complete system of audits, templates, guides and e-learning to help you rapidly review your digital marketing, improve and drive growth - fast. It includes resources in 10 exclusive toolkits only available to business members.
- Learn more about Professional membership which gives personal access for each person on a team to access resources and check off different units of the courses and resources they use.
Q. How do I cancel my subscription?
In common with other digital subscription services and as explained on the payment form, our premium membership plans are recurring subscriptions, so you will be billed automatically at the end of each period. Please see our terms and conditions, which govern use of memberships. Please note that we do not make exceptions to these terms, for any reason.
Payment and invoicing questions
Q. How secure are your payments?
We use industry standard 2048 bit secure encryption for transactions - shown by the secure HTTPS padlock in the browser bar. All payments are through Stripe - we don't store your details. You don't need to register with Stripe if you pay by credit card.
Q. How can I print an invoice as proof of purchase for Accounting purposes?
When you pay or renew a receipt is sent to you by Email from Stripe, our payment processing service. Should you purchase Business Professional on invoice, this will be sent to you by your account manager.
Q. I have a problem with payment?
These problems are rare, but you may receive a notification from Stripe when you fill in the form if there is a problem with verifying your credit card information. The most common verification problem, is where there is a mismatch of addresses for the credit card. If you have other problems, please contact us and we will look into it straightaway.
Questions about accessing content
Q. Downloading resources
You have to be signed in to download resources using the green "Download" button on the resource page. If you don't see this it could be due to a caching problem of the page with your browser. It's very rare, but if you do experience this, the solution is to use a "hard refresh" when you're on the document page.
Here you force your browser to bypass the cache on your computer and re-download everything for the web page you are viewing from the server. This will typically ensure that you’re viewing the most recent version of your page. In Windows the shortcut for this is “Ctrl + F5” and on a Mac, the shortcut is “Cmd + Shift + R.”
If the hard refresh doesn’t work, other alternatives are to delete the entire browser cache / history or to sign-in using a different browser.
Q. What is my username and password?
Your username is the email you entered when you signed up. Your password is automatically generated and sent to you by email.
Q. I've forgotten my password. How do I reset it?
You can find out your password from the email we sent to you when you joined. Alternatively, choose the "lost password" link from the Sign In page.
Q Are you GDPR compliant
Our privacy statements and forms have been reviewed by a specialist data protection lawyer and comply with the emerging European standards of GDPR and the ePrivacy initiative.
Q. Will you sell my personal details
No, we don't rent lists, so your personal data is safe with us.
Q. How do I opt-out?
To unsubscribe from our enewsletter or promotional emails, follow the unsubscribe link on the email. For other privacy questions, see our detailed Privacy statement.