How can we help?
At Letterland, we love helping teachers, parents and educators bring letters to life! Whether you have a question, need guidance on our programs, or want to share your Letterland story, we're here to help.
Find our most common questions answered below!
Digital Support
Account, subscriptions, licences & access
Before browsing the FAQs below, you may find your answer in our Phonics Online Help Centre, which covers a wide range of common questions.
How do I manage my subscriptions on Phonics Online?
Log in at teacher.letterland.com and go to Settings > Manage Schools, where you can:
- Add teachers to your school account
- Create classroom groups
- Add students to each group
Students log in separately at child.letterland.com using a School ID and password, which teachers can download and distribute to parents.
How do I reset my password for Phonics Online?
Go to the Forgot Password page at teacher.letterland.com and enter your registered email address. A reset link will arrive within a few minutes.
If the email does not appear in your inbox, check your spam or junk folder.
How can I see the New Characters on Phonics Online?
Log in at teacher.letterland.com and go to Edit Profile, then:
- Under Character Version, select New
- Select Save Profile
For further details, visit the New Characters support article in the Support Manual.
I can't log in to Phonics Online - it says I need to upgrade, or my trial has ended.
Your free 30-day trial has expired. To continue, log in at teacher.letterland.com and go to Settings > Change Plan, where you can:
- Choose a monthly or yearly subscription
- Pay securely by credit card
Access is restored immediately once payment is confirmed.
If you need to be connected to your school's account, contact us at info@letterland.com.
If I add teachers or students to my Phonics Online account, will charges be prorated?
Yes. Any additional licenses added mid-subscription are charged on a prorated basis, so you only pay for the time remaining in your current subscription period.
Can I pay for a Phonics Online subscription via purchase order (PO) or an invoice?
Yes. If your school requires a purchase order or invoice, send your PO to info@letterland.com and our team will confirm your order within 2 working days.
How do I update my payment method?
Log in at teacher.letterland.com and go to Settings > Manage Schools > Manage Billing.
Find your current payment method and select the edit icon on the right.
How do I cancel my Phonics Online subscription?
Log in at teacher.letterland.com and go to Settings > Billing, then select Cancel Plan.
Your access will continue until the end of the current billing period.
I'm migrating to Phonics Online from the Letterland Legacy software - what are the differences?
Phonics Online is the fully web-based replacement for the legacy CD-ROM software, which relied on Adobe Flash Player (discontinued December 2020). It runs on any laptop, desktop, or tablet with an internet connection - no installation needed.
Downloadable Software & Apps Notice
The original Letterland apps and software are no longer supported, as they relied on Adobe Flash Player (end-of-life Dec 2020). We recommend upgrading to Phonics Online, which includes all previous functionality and more.
Orders
Purchasing, delivery, quotes & refunds
Where can I purchase Letterland materials?
You can order in the following ways:
- Order directly from the UK online shop
- Contact Letterland HQ via the Send a Message Form
- Find a local distributor on the How to Order page of the Letterland website
Letterland materials are available through distributors in over 111 countries.
How do I order using a purchase order (PO)?
Email your PO to info@letterland.com. Our team will process it and confirm your order details within 2 working days.
Can I get a quote for teacher / student subscriptions?
Yes! Fill in the Phonics Online quote form or an instant online quote. Alternatively, fill in the Send a Message form and our team will be happy to help.
How long does delivery take?
Orders are processed within 1–2 working days. Delivery times from dispatch are:
- UK: 2–3 working days
- International: 5–7 working days
Please note that local import duties may apply to international orders.
Can I get a refund for an accidental or unwanted purchase?
Yes. Fill in the Send a Message form with your order number and the reason for your request. For physical goods:
- Items must be returned unused and in original packaging
- You may cancel within 7 working days of receiving your order
Training
Booking sessions, workshops & certification
What types of training do you offer?
We offer three types of training session:
- Initial - An introduction to Letterland strategies and routines for teachers new to the programme
- Follow-up - Continuing professional development to support successful long-term implementation
- Customised - Bespoke sessions tailored to your specific requirements
Can you arrange an in-school or group training workshop for our staff?
Absolutely. We can deliver closed sessions at your school, either in-person or virtually, for up to 30 participants.
Fill in the Book a Session form with details of your request and our team will get back to you.
Do you offer pre-recorded or on-demand training options?
Yes. Free training videos can be found on our Training Videos page.
For any other training request, fill in the Book a Session form and our team will get back to you.
How do I become a certified Letterland Trainer?
To become an approved Letterland Trainer you will need to have taught Letterland or have relevant teaching experience for at least 2 years.
Still Need Help?
If you can't find what you're looking for, fill in the form below and our team will be happy to help.