The site is not working properly: I keep getting an error.

We do constant and permanent upgrades to this site. Sometimes, new code has been uploaded just the night before you visited. Your computer might be loading older code, making some features work incorrectly.

Solution 1: Empty your web browser's "cache", that is, empty out its internet history, so that it might reload any web pages fresh.

Explorer: Choose "Tools", then "Internet Options" and then click on the "Delete" button under "Browsing history".
Firefox: Choose "Tools" and then "Delete Recent history".
Google Chrome: Choose the tools menu, then "Options" and "Under the Hood", and click on the "Clear recent data button". Choose the "Clear download history", "Clear browsing history" and "Empty cache".
Safari: Choose the general Safari settings menu, then "Reset Safari" and then "Empty the cache" and Clear history".

Solution 2: Restart your computer entirely. Sometimes, the computer memory becomes overcrowded with old information. Restarting the machine will usually force the system to re-load and clear any old information.

Solution 3: Log into our site with a different browser. This will also force your computer to evaluate the information and reload the site fresh.

My payment is complete but the tutorial files have not arrived via email yet.

Our site has a unique delivery method: tutorials are not sent via email to you. Instead, they are located at the site in your own Downloads area. This way, you do not risk loosing or missing delivery emails which can get trapped by anti-spam filters.

Solution: Visit the site and sign in using your username and password.

At the upper right corner of every page, you will find a link to "My Downloads". This takes to your Downloads area, where you will find a list of your tutorials. From there, you can view and download tutorials or choose to write a "Review".

I completed the purchase but the tutorials are not available at my Downloads area.

The tutorials will only appear in your Downloads area once the payment has been completed between Paypal (or payment gateway) and your financial institution. In most cases, this takes only a few seconds.

However, if your Paypal account is linked to a bank checking account, this could take two to three business days.

Even if you use a credit card, on very rare occasions, the payment could be delayed for a few hours.

Solution: To avoid further delays, use a verified Paypal account linked to a credit card to make the payment. You can also use a credit card directly without have a Paypal account.

I registered but did not get a password!

When you register, our system sends out a verification email to you containing your password. If you did not receive that email, it is probably because it was deleted or rerouted by your anti-spam filter.

Solution: add our domain (claylessons.com) to your "safe senders" or "white list". Then, use this link to request a temporary login: Need new password link.
This will not generate a new password, but will give you a temporary, one-time-login link which you can use to access the site and change your password.
Please note that the link will be provided by email. Don't forget to go to your Profile/Account page and update the password!

I received a password via email, but it doesn't work.

At registration time, our automated system generates a random password (which can be changed later). The most common mistake users make is to enter the password incorrectly at the sign in page.

Solution: make sure you enter the password EXACTLY as it is shown. If you can, use the copy and paste feature to select exactly the password from the email you received.

I have a password and valid account, but the system keeps signing me off.

If you have your password but the system keeps "kicking you out", then you probably have a firewall installed. Firewalls are used by users who demand extra security in their internet connections and can bring many problems attached to them.

Solution: Disable your firewall or if that is impossible, try logging in using a different computer.

I lost all the "Tutorial Requests" votes!

We have recently updated the "Tutorial Requests" feature, which allows members to use the Gallery as a "test bed" to find out what students want to learn. This is now an OPTIONAL feature, which must be activated by each user when posting at the Gallery. Older Gallery votes were not lost, they are simply inactive until the user activates them again.

Solution: If you are posting a new project at the Gallery, simply choose the option "YES" to use the Gallery as a test bed for future ClayLessons tutorials. If you wish to re-activate the votes of your older Gallery projects, use the "Edit" button on each gallery entry and choose the option "YES".

Remember that our Gallery must only be used as a test bed if you plan to post tutorials here at ClayLessons.com (even if you post anywhere else also).

What are the advantages of using the "Tutorial Requests" feature?

When you use our Gallery as a test bed for future tutorials, you can find out if students are really interested in learning the projects you plan to teach.

Not only that, when you post a tutorial on an existing gallery project and link both together, the system will AUTOMATICALLY send a message to each potential student who voted, making it a valuable marketing and sales tool.

I need to change my password, my username or my email address.

Your information is stored under your "Profile/Account".

Solution: Sign in using your old password and username. Choose the Profile menu. Then select the "Account" sub-menu. You will be able to change all your information there.

If you do not remember your username or password, then use the option "Need a new password" at the Sign in page -- and enter the EMAIL address you typically use. The system will send you a one time login link directly to your Profile/Account.

I cannot unsubscribe from the newsletter!

Registered users MUST unsubscribe by editing their Profile/Account pages.

Solution: Sign in to the site and choose the Profile menu. Choose the "My Account" sub-menu. UNCHECK the box marked "Signup for newsletter".

I can't download any tutorials, all I get is a blank or error page.

Web browsers have a "cache", which is a memory allowance. This can fill up pretty quickly when downloading big files.

Another potential problem is that perhaps the file downloaded was created in a version higher than your PDF reader.

Solution 1: Empty your web browser's "cache", that is, empty out its internet history.

Explorer: Choose "Tools", then "Internet Options" and then click on the "Delete" button under "Browsing history".
Firefox: Choose "Tools" and then "Delete Recent history".
Google Chrome: Choose the tools menu, then "Options" and "Under the Hood", and click on the "Clear recent data button". Choose the "Clear download history", "Clear browsing history" and "Empty cache".
Safari: Choose the general Safari settings menu, then "Reset Safari" and then "Empty the cache" and Clear history".

Solution 2: Go to http://get.adobe.com/reader/ to get and update your Adobe Acrobat Reader (it is free) to the latest version.

I am trying to print a tutorial, but it is not printing.

There are two possible problems: either the file attached to the tutorial is corrupted or your web browser cache is too full.

Solution: Try to empty your web browser cache and then print again.
If you still cannot print the file, then contact us and we will check to see if the file is corrupt or locked. If so, then we will contact the teacher who posted it to correct the situation.

I accidentally purchased a tutorial twice. Can I get a refund?

Because our products are downloaded immediately after payment, ALL SALES ARE FINAL. Our system is designed in such a way that it will NOT allow you to purchase a tutorial which is already available in your Downloads area. If you try to add it to the cart, it will give you a warning.

If you see two files in your Downloads area, it is most likely because the tutorial you purchased has two files available for download, for example, a combo tutorial, or a bonus file, and NOT because you made a double purchase.

Solution: Check the tutorial description to see if the tutorial is downloaded in more than one file. If only one file is advertised, then please let us know - there could be a duplicate attachment and we will correct the situation technically.

Please note: in very few and rare occasions, a user can be charged twice for the same order if pressing the payment button at Paypal twice. In this case or other rare, verifiable situations, we will refund the duplicate payment.

If your Paypal account is linked to a bank account only, please wait up to 5 days for the payment to clear. Do NOT place a second order while you wait for the first order to clear, or you may risk a double payment, which will receive no refund.

To avoid double payments due to bank delays, make sure that your Paypal account is linked to a credit card as well as a bank account; or make your purchase using a credit card directly.

I need to delete some of my own content.

On occasion, members need to delete entries of their own content: erroneous or duplicate entries, obsolete items, etc.

Solution: As author of your own content, you will see the "Edit" tab at the top of the content (it is only available to you and to administration). Click on the "Edit" and then choose "Delete", if it is available.
If it is not available, and you need to delete your own content, then just ask us, we'd be glad to help: proceed to the Contact Us form and send us a weblink of the content you need to delete.
Please note that without a weblink, we will not be able to locate your content.

I am a new teacher (my application has just been approved), what do I do now?

If you are a new teacher and your application for teacher status has just been approved, congratulations! Our site dynamically changes according to your status to show different content for different types of member.

Solution: Visit the Write page and refresh your browser several times. New instructions will appear showing you how to post a tutorials.

Don't forget to read the new Teacher Guidelines and the Supplemental Terms of Use for Teachers.

I cannot upload images to the Gallery.

Our system has a safety precaution and only allows images smaller than 1000x1000 pixels. If you are trying to upload images directly from your digital camera, chances are they are larger than that.

Solution: Use the software that came with your camera or with your computer (such as Paint or Picasa) to resize your images. Ideally, your images should be between 450 and 1000 pixels wide.

When uploading files, make sure:

1) The images are less than 1000x1000 pixels.
2) Images are in JPG, GIF or PNG format only.
3) Image file names do not contain any extended characters other than letters and numbers.
4) That you are signed in when you are uploading.

I cannot attach my PDF or Word doc file to the tutorial application.

Our system does not allow attachments larger than 4MB, in order to protect for security.

Solution: If your PDF file is larger than 4MB, then it is probably too large for students to download it successfully. Use a different PDF converter to make it smaller, or attach the original Word DOC instead and we can convert it for you.

If your Word DOC file is larger than 4MB, then send it via email as an attachment to support@claylessons.com.

I need to report a possible copyright violation.

This site respects copyright enormously. All users posting content have warranted and represented that they own the rights to post their content here. We do not investigate content; we check for formatting issues only.


Solution: If you are the rightful owner of copyright (or their legal representative) and believe your rights have been violated, then you may submit a DMCA (Digital Millenium Copyright Act) notification requesting the removal of the offending content.

To be effective, follow the procedures described in our Terms of Use under the section of Copyright Infringement.

Only the rightful owner of the rights (or their legal representative) may submit a DMCA notification. If you do not want to follow our procedures outlined in our terms, you have the right, independent of our Site, to contact the alleged infringer directly.

We are not responsible for Content and as a small company, do not have the resources to research concerns on behalf of users, unless there is a valid legal concern, in which case, if we receive notice under the DMCA as outlined in our terms, we will comply with these legal requirements. We realize this may cause some frustration, but we are complying with the industry standard.

I need to report some content which is abusive or inappropriate.

ClayLessons.com will not tolerate contents or comments which offend, defame, accuse or slander others in public. We also do not tolerate other inappropriate content such as wrongfully accusing of copyright infringement, stealing, copying, racism, sexism, spamming or even potentially inflammatory comments.

Solution: If you feel someone has posted content that is abusive towards you or another, or has potential inflammatory tones, or is inappropriate in any other way, then use the "Report Abuse" link located on all major content.

The link will sometimes state the words "Report abuse" or simply show a small round red "Prohibited" icon.

Fill out the report and we will remove or edit the content if we find it abusive.
Please note: we will remove material at our discretion only -- submitting a report is not a guarantee of removal. Please read our Community Guidelines for more information.

I wish to cancel my subscription to the Supply Ads service.

"Supply Ads" is a periodical subscription service offered here at our site. If you wish to cancel this service, you must do it through your Paypal account. Even if you cancel it, you can always re-activate it later again, in a new subscription. Follow these steps to cancel:

1) Go to your My Profile/My Supply Ads page here at the site. Click on "Need to cancel subscription". This will take you to Paypal's login.

2) Enter Paypal with your login information. Click on the "Profile" menu at the top.

3) On the left side of the page, click on "My Money".

4) Under "My preapproved payments", click on "Update". This will bring you a list of your Active subscriptions.

5) Look for the Active Subscription under "Eni Oken Designs, Inc". Remember, you may have other active subscriptions for other companies. Click on our link.

6) A page with your subscription information will be displayed, showing the initial payment, time period and recurring payment.

7) Click on the link "Cancel", located close to the top left side of the page. A popup asking for you to confirm will appear. Click on "Cancel Profile".

8) If you need to resubscribe, Paypal will create a new profile for our subscription.

9) Check to see if you received your cancellation confirmation email. Visit My Profile/My Supply Ads page and verify that your subscription has expired.