StepUp Subscription FAQs for Parents

StepUp program subscription is flexible with both monthly and yearly packages.
1. Monthly Subscription: $ 24.95 / month (Billed Monthly)
2. Yearly Subscription: $ 14.95 / month ($180 Billed Yearly) – Saves 40%

How do I pay the fee?

The recurring subscription is enabled with a Credit Card purchase. Each month/year the credit card on file will be charged as per the chosen plan. We accept all major credit cards, including Visa, MasterCard, Discover, and American Express.

What is the difference between a monthly subscription and a yearly subscription?

Yearly Subscription: $ 14.95 / month ($180 Billed Yearly) – Saves 40%
1. Performance Reports to Identify Child’s Strengths and Weaknesses
2. Ability to Review Child’s Work
3. Self-Paced, Personalized, Anywhere Learning
4. Access to Thousands of Learning Resources
5. TWO Full-Length Practice Tests
6. 3 Bonus Modules
a. Study Skills Mastery Workshop (Value $95)
b. Basic Math and Algebra Mastery Video Program (Value $95)
c. WRITE BETTER Workshop (Value $95)
7. Personalized Learning Recommendations
8. Parent Coach Progress Consultation (2 / Month)
9. Monthly Homework Help Requests (2)
10 Access to Additional Grade Level

Monthly Subscription: $ 24.95 / month (Billed Monthly)
You will get everything except item numbers 8, 9, and 10 listed in the yearly subscription.

How can I access the program after subscription?

Once the subscription process is complete, you will receive an email with the login credentials and the program details to your registered email id immediately. In exceptional cases, within one business day. Two separate accounts would be set up – one for the parent and another one for the student. Students can log in to the website or the Lumos StepUp mobile app to access the learning resources. Parents can access student reports and review learning resources either through the Lumos SchoolUp mobile app or via the website using their login credentials.

Can I convert my monthly subscription to yearly subscription?

Yes, you can. Please follow the steps mentioned below to convert your monthly subscription to a yearly subscription:
Step 1: Login to your parent account
Step 2: Click on “Billing” under “Account” (left-hand side menu)
Step 3: Click on “Upgrade” button under the “Yearly” Subscription section

Annual subscriptions are prorated. So, once you switch to the yearly subscription, your annual subscription will start immediately.

Example:
Yearly subscription amount: $180
Monthly subscription purchase Date: 1st May
Annual subscription upgrade Date: 15th May
Yearly prorated subscription amount: $167.50 ($180 – $12.50 May month 15 days subscription amount)

How can I convert my yearly subscription to monthly subscription?

Please follow the steps mentioned below to convert your yearly subscription to monthly subscription:
Step 1: Login to your parent account
Step 2: Click on “Billing” under “Account” (left-hand side menu)
Step 3: Click on “Upgrade” button under “Monthly” Subscription to get convert from
“Yearly” subscription.

Once you switch to the monthly subscription, no refunds would be issued. After the yearly plan ends, your subscription would switch to the monthly billing cycle. If you need a partial refund, please send a request to support@lumoslearning.com.

How is the refund handled if I cancel a yearly subscription before the end of the subscription period?

Once you canceled your yearly subscription in the middle of the year, the amount paid for the yearly subscription will be refunded on a prorated basis.
Example:
Yearly subscription amount: $180
Purchased Date: 15th May
Canceled Date: 30th August
Calculation for Refund: $180 – $99.80 (May through August – 4 months subscription amount @ $24.95 per month) = $80.20 (Refundable amount)

How do I upgrade my subscription from “Free” account to a monthly or yearly subscription?

Please follow the steps mentioned below to convert your “Free” account to Monthly or Yearly subscription:
Step 1: Login to your parent account
Step 2: Click on “Billing” under “Account” (left-hand side menu)
Step 3: Click on “Upgrade” button available under “Monthly” or “Yearly” subscription

Once you switch to monthly or year subscription, your accounts (both parent and student accounts) will be automatically upgraded to the full StepUp program. Also, the subscription amount will be deducted from your credit card as mentioned below:
Monthly Subscription: Every month on your subscribed date
Example:
Purchased Date: 15th May
Next Bill Date: 15th June
Annual Subscription: Every year on your subscribed date
Example:
Purchased Date: 15th May 2018
Next Bill Date: 15th May 2019

How do I add another child to the program at the same grade level?

Send your request to support@lumoslearning.com with the details of your child’s desired login id along with your current parent login id.

How do I add another child with a different grade level?

Send your request to support@lumoslearning.com with the details of your child’s grade and desired login id along with your current parent login id.

Can I get the subscription for free?

Yes, Lumos offers 7-Day trial period with 100% money back guarantee.

What is the duration of the free trial?

Duration of the free trial is 7 days.

How do I get my money back if I cancel the subscription within the seven-day trial period?

After you cancel/downgrade from your parent portal within the seven-day trial period, you have to send the confirmation request to support@lumoslearning.com to get your money back.

How many days will it take to credit my money back to my credit card?

The refunds typically take about 5-10 business days to appear in your credit card statement.

What subjects will my subscription include?

You will get access to Math and English Language Arts (ELA) subjects.

Can I subscribe to a single subject (Math or ELA)?

No. To provide a comprehensive solution with more value to parents and students, Lumos StepUp is designed to include both Math and ELA.

Are there any complementary resources included with my StepUp subscription?

Yes, you will get access to the following workshops conducted by our expert teachers.

1. Study Skills Mastery Workshop (Value $95)
2. Basic Math (7 courses)and Algebra Mastery (3 courses) Video Programs by Luis Anthony Ast (Value $95)
3. WRITE BETTER Essays and Stories Workshop by George Smith and Marisa Adams (Value $95)

What is the maximum number of subscriptions I can purchase from one parent account?

There is no limit to the number of subscriptions you can purchase from one account.

How many homework help requests I can send in a month?

You can request two (2) homework help in a month on the yearly subscription. Please note that monthly subscription does not include homework help.

How can I request homework help?

Take a picture of your homework and email it to support@lumoslearning.com. After receiving your request, one of our teachers will contact you through email, typically within one business day.

How do I reset my password?

If you forget your password, please follow the steps below to reset your password.
Step 1: Click on “Forgot Password?” in the login page.
Step 2: In the next screen, please enter the login name or email address you used during registration to request a password reset and submit.
Step 3: You will receive an email with the temporary password to login.

How do I change my password?

After you log in click on “Profile” icon (third icon – top right-hand side) and in the next screen insert your password in the fields “Password” and “Retype Password” and submit.

How do I reset my student password?

If you forget your student password, please follow the steps below to reset your student password.
Step 1: Login to your parent account
Step 2: Click on “My Students” under “Account” (left-hand side menu)
Step 3: Click on “Pen Icon” available under “Edit” and insert the password in the fields “Password” and “Confirm Password” and click on “Update”.

How can I deactivate the Lumos account?

support@lumoslearning.com mentioning the login id. Please note that once your account is activated, we will delete your accounts. You will lose all your data related to your parent and student accounts. You and your student(s) can no longer log in using your LumosLearning credentials.

Is there any discount if I purchase subscription for my second child (sibling)?

Yes, we offer 20% discount for the sibling account(s). You have to send your request to support@lumoslearning.com to avail the sibling discount.

What Grades does Lumos StepUp program support?

Lumos StepUp program supports grade 2 to grade 11

What Assessments does Lumos StepUp support?

We support the following assessments:
1. PARCC
2. SBAC
3. ACT Aspire
4. FSA
5. GMAS
6. ILEARN/ISTEP+
7. LEAP
8. Missouri MAP
9. Mississippi MAP
10. NYST
11. OST
12. CMAS
13. MCAS

Should I buy the printed book or the online program?

The tedbooks are subject specific, whereas the StepUp program includes access to both Math and English Language Arts. The tedBook is a blended learning resource. Some of the learning content and practice tests are in the printed format, while others are online. The online StepUp program subscription includes several additional benefits and personalizations that would not be available in your buy the printed book. The tedbook is a good option if your student needs access to learning resources without the internet and computer. Please review your student’s learning preferences and access needs while choosing between these two options.

How does StepUp personalize learning for each student?

Student learning modules are customized to meet the unique needs of each student in the StepUp Program. Instant feedback boosts confidence and improves learning outcomes.
1. Program monitors your child’s progress
2. Diagnoses child’s strengths and weaknesses
3. Creates automatic remedial assignments based on a student’s areas of weakness

How can I get support?

You can get support through the following communication modules:
Email: support@lumoslearning.com
Phone: 888-309-8227 / 732-384-0146
Live Chat at the bottom right corner of the website

Can my child access StepUp learning resources on a mobile phone or tablet?

Yes, your child can access StepUp learning resources on your mobile phone or tablet. Please click on this link www.lumoslearning.com/llwp/resources/apps/lumos-stepup.html to know more about the apps.

What are the key benefits of the StepUp program?

The key benefits of the StepUp program are:
* Improves state standardized test scores by providing realistic assessment rehearsal
* Provides individualized Homework Help
* Fun, Comprehensive Learning Content
* Parent Portal
* Personalized Learning Experience
* Convenient 24/7/365 Access

Does my subscription include resources related to multiple grades?

If you subscribe to the yearly program, you will get access to one additional lower or higher grade level resources. If you subscribe to the monthly subscription, you will get access to the subscribed grade level only.

Can I pause/cancel/downgrade my StepUp subscription?

Yes, you can. Please follow the steps mentioned below to pause/cancel/downgrade:
Step 1: Login to your parent account
Step 2: Click on “Billing” under “Account” (left-hand side menu)
Step 3: Click on “Switch to Free” button under “Free” subscription to pause/cancel/downgrade your Monthly or Yearly subscription.

Once you switch to the free account, your full StepUp subscription will be valid until the end of the current billing cycle. After this, your accounts (both parent and your student accounts) will continue to access the basic StepUp program. There will be no further charges on your credit card unless you upgrade to the paid subscription.