FAQ's
TOP 5 MOST COMMONLY ASKED QUESTIONS
We’d love to help, but we’re not able to sell songs, scripts or other parts of a publication separately. Each publication is only available as the complete package.
Don’t worry, this is usually down to one of these:
1. Subscription expired: access lasts for exactly one year from the date of your original order. To use the same publication again after that, simply make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available). There’s never any auto-renewal, so you only renew as and when you need to, with lovely renewal discounts always available.
2. Wrong account: if you’ve ordered over the years using different email addresses, you may have more than one account with us. Try logging in with any other email addresses you may have used.
3. Security check: if you’ve only just ordered, your order may be briefly ‘On Hold’ for an automated security check. Click the ‘Orders’ tab in your account to see its status. We usually release held orders within a few minutes during office hours, although at other times it can take several hours. Thank you for your patience.
4. Technical fault: very occasionally, it can be a technical problem.
If none of these help, please contact us and we’ll get it sorted for you.
We’re sorry, but we’re not able to replace lost, damaged or missing CDs or downloads from previous years (free or paid), or supply individual items such as scripts, sheet music or song / music tracks.
The good news is that a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available) gives you everything again, including the new and improved resources we’ve added over the years. It also renews your licence for the coming year, which would be needed anyway, even if you still had all your original materials, as we no longer sell stand-alone performance licences. And there are always special renewal discounts available.
If your order was placed within the last 12 months, we may be able to offer some limited help, so please contact us.
Simply make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available) for the publication you’d like to use. Licences aren’t sold on their own, and there’s no automatic renewal, so you just buy again as and when you need to, with lovely renewal discounts always available.
Your new 12-month subscription includes a full annual performance licence, a basic user licence and a bonus basic recording licence. It also gives you instant access on any device to all the resources again, including anything new or improved since your last purchase (and just about all our publications have recently been updated!).
Please note that for some older publications, outdated material can no longer be licensed for various reasons. In those cases we can only licence the new versions, and reserve the right not to allow old, outdated scripts and songs to be used.
Providing an EU VAT number is entirely optional.
EU personal customers can check out without one. Any VAT due is included in the order total automatically.
EU business customers with a valid EU VAT number can enter it at checkout, where it’s verified automatically. If it’s verified and matches your address, your basket will show prices without VAT and your VAT number will be added to your receipt for your own accounting. You then account for any VAT due via the reverse charge mechanism in your own country. If it can’t be verified, you can still complete your order, with VAT added.
Please note that any VAT number used must belong to your business, and you must be authorised to use it. Using a VAT number that isn’t yours will be treated as attempted fraud.
MAIN PRODUCT OPTIONS
The ‘Digital Publication’ gives you:
- Everything you need, online: instant* access on any device, regularly updated. The exact contents vary from title to title, but generally include vocal & backing tracks, editable scripts, ideas, notes, suggestions, PowerPoints, songsheets, sheet music and more, all in the ‘My Account’ section of this website the moment* checkout is complete.
- A combined annual licence: an annual performance licence, annual basic user licence and annual basic recording licence. More about licensing.
A simple annual subscription: your access and licensing last for one year from the date of purchase. There’s no auto-renewal, so if you’d like to keep using the resources after a year, just purchase again at that time, with lovely renewal discounts always available.
Online only: nothing is posted to you and no download links are sent. Simply log in to ‘My Account’ on any device with the username and password you created at checkout, click the big green ‘Click To Open’ button, and you’re good to go! You can download anything you need from there.
* Instant access: usually you’ll have access the second checkout is complete. Occasionally an order is briefly placed ‘On Hold’ while extra security checks are carried out. These usually take just minutes, although they can take longer at busy times or outside office hours. Once the checks are passed, your order switches to ‘Completed’ or ‘Processing’ and your publication is ready. If an order doesn’t pass the checks, it’s cancelled and any money paid is refunded.
Please note: the ‘Complete Pack’ is currently only available to UK-based customers.
The ‘Complete Pack’ gives you:
- The official audio CD: a single copy, posted to you as soon as possible.
- The full ‘Digital Publication’: instant* access on any device, regularly updated. The exact contents vary from title to title, but generally include vocal & backing tracks, editable scripts, ideas, notes, suggestions, PowerPoints, songsheets, sheet music and more, all in the ‘My Account’ section of this website the moment* checkout is complete.
- A combined annual licence: an annual performance licence, annual basic user licence and annual basic recording licence. More about licensing.
A simple annual subscription: your access and licensing last for one year from the date of purchase. There’s no auto-renewal, so if you’d like to keep using the resources after a year, just purchase again at that time, with lovely renewal discounts always available.
What’s posted to you: just the single audio CD. There are no printed materials, books or CD-ROMs of any kind. Everything else is online immediately* after purchase, and no download links are sent. Simply log in to ‘My Account’ on any device with the username and password you created at checkout, click the big green ‘Click To Open’ button, and you’re good to go! You can download anything you need from there.
* Instant access: usually you’ll have access the second checkout is complete. Occasionally an order is briefly placed ‘On Hold’ while extra security checks are carried out. These usually take just minutes, although they can take longer at busy times or outside office hours. Once the checks are passed, your order switches to ‘Completed’ or ‘Processing’ and your publication is ready. If an order doesn’t pass the checks, it’s cancelled and any money paid is refunded.
The only difference is that the ‘Complete Pack’ also includes a single audio CD in the post, usually dispatched within 24 hours. Both options give you full access to the online ‘Digital Publication’.
Please note: the ‘Complete Pack’ is currently only available to UK-based customers.
Which to choose? Unless you particularly need a CD, we’d suggest the lower-priced ‘Digital Publication’. Its music can be streamed or downloaded on any device, it saves you money, and it’s better for the environment too.
Please note: the ‘Rehearsal Pack’ is currently only available to UK-based customers.
A simple, no-frills pack of 4 CDs, each with the vocal and backing tracks only. Usually dispatched within 24 hours.
A few important points:
- It’s an add-on, so it can only be ordered by customers who also have the ‘Digital Publication’ or ‘Complete Pack’ for the same title, within the same annual subscription period. Any ‘Rehearsal Pack’ order without an active subscription to the matching publication will be cancelled.
- It doesn’t include access to the scripts and other resources in the ‘Digital Publication’ or ‘Complete Pack’.
- It can only be used to help stage a performance while you have an active subscription to the matching ‘Digital Publication’ or ‘Complete Pack’, both now and in any future year.
GENERAL QUESTIONS ABOUT OUR PUBLICATIONS
We’ve now retired the ‘Enhanced Multipurpose CD’ format.
For nearly twenty years, all our publications came on these CDs, which combined an audio CD and a CD-ROM in one. We were the first company in the world to publish children’s musicals this way! However, they need a computer with a CD/DVD drive, and most manufacturers are phasing these out. To make sure our publications stay accessible to everyone, we’ve moved to an online streaming site, with audio-only CDs available as an optional extra.
Not as a ZIP file any more, but everything is still available instantly.
Our old website sold a single ‘instant download’ ZIP file of each publication. ZIP files didn’t work on phones and tablets and were blocked by some firewalls, so we’ve moved to a streaming site instead. Everything in the ‘Digital Publication’ can be accessed immediately after purchase, on any device.
Yes! Printable sheet music is included in each ‘Digital Publication’ and ‘Complete Pack’. It’s only available digitally as part of the whole publication, so we don’t sell printed sheet music books or single-song copies.
We’ve never sold physical books, but every publication includes digital e-books instead. Scripts, sheet music, ideas and songsheets are all in your digital publication in the ‘My Account’ area, available instantly after purchase.
We still love real books, but publishing digitally (as we have since we started in 2003) is kinder to the environment and gives you far more for your money, including fully editable scripts available straight away.
Yes. Every publication includes the songs sung by children AND backing tracks to sing along with, karaoke style.
You’ll find them all in your digital publication in the ‘My Account’ area as soon as your order is complete. They’re also included on all Audio CDs and Rehearsal Pack CDs.
Most of our publications feature songs sung by children of the same age as the intended performers. For example, if a publication is aimed at 5-7 year olds, we aim to use 5-7 year olds on the recordings. We do this for two reasons:
1) It’s an extra guarantee that the songs won’t be too hard, or in the wrong key or tempo for your children, which is often the case with recordings by adults or older choirs.
2) We’ve found that younger children learn songs more quickly when they hear children their own age singing them.
All our CDs are protected by copyright. The purchaser may make one copy of any full-priced audio CD, purely as a backup. ‘Rehearsal Pack’ CDs can’t be copied.
Our songs and plays (or any part of them, however small) may only be broadcast with our express permission.
The performing school or group just needs an up-to-date subscription to the relevant publication. The broadcaster then needs to obtain special permission from Learn2soar Limited, which may or may not be given depending on the nature of the broadcast. If permission is given, the broadcaster will pay royalties to Learn2soar Limited, based on current ‘licence fees for commercial music’ rates.
We’re sorry, we’re not able to make custom changes to lyric videos, as each one takes a huge amount of time to produce.
We will, of course, correct any errors, such as a typo. (Changing from UK English to US English doesn’t count as a typo.)
Yes, where available within the relevant digital publication.
SALES / TERMS QUESTIONS
Digital publications: available instantly in the ‘My Account’ area of this website as soon as your order is complete.
Physical items (UK customers only): please see our Delivery Schedule.
Physical CDs: we’re unable to accept returned CDs, with one exception. Personal (non-business) customers have the statutory 14-day right to cancel for unused, unopened goods. So if you’re a personal customer and your CD is still sealed, just contact us within 14 days of purchase to let us know you’d like to return it, then send it back at your own expense using recorded delivery or similar. We’ll process your refund as soon as we’ve checked it hasn’t been used or damaged in any way.
Online digital publications: personal (non-business) customers have 14 days to cancel, as long as the digital publication hasn’t been accessed in any way. Our system records every click on a digital publication link, and each click counts as a complete download, so once any link has been clicked the right to cancel ends.
If you click a link and can’t access the whole publication, don’t worry: free technical support is available, and we guarantee you’ll receive everything you’ve paid for.
Because of copyright law, once any part of a publication has been accessed it can’t be returned or refunded. So we’d really encourage you to check it’s right for you before buying. Every product page has song samples from every track, plus script samples, cast lists and production notes in the tabs at the foot of the page.
If you have any other questions, just contact us before you buy and we’ll be happy to help.
We’re not able to send publications on approval, or provide inspection copies, perusal scripts or any other ‘try before you buy’ service. Instead, there’s plenty to help you decide:
- Song samples: listen to samples from every song on each product page.
- Script samples: available for every publication in the tabs at the foot of each product page.
Full details of every title are on our website, and we’ll gladly answer any other questions to help you decide before you order.
We ask all customers to order through our website, so that you can create your own account and login details for accessing your publication.
If your card payment fails a few times, we’ll happily take it over the phone instead. Just contact us.
UK SCHOOL ACCOUNTS - UK SCHOOL INVOICING
Yes, for UK-based schools only. Please use a recognised UK school address in both the billing and shipping fields (a financial department address in the billing section is fine too).
Just order through this website and choose the ‘invoice’ option on the final checkout page. You can print your invoice on the next screen. You’ll have 30 days to pay, and your digital publication is available the moment you complete checkout.
Please only place an invoice order if you have your school’s authority and permission to do so. Your IP address and contact details are logged, and payment is always required in full. Late payment after 30 days will result in fines / interest charges being added to the total.
Please note that ‘UK-based school’ doesn’t include privately owned preschools, daycare, nurseries, playgroups, churches, charities or home addresses. These customers are asked to pay by credit or debit card. Even if you see the invoice option at checkout, please only use it if you have special circumstances and have asked our permission first.
There’s no need to set up an account in advance, and no credit checks. As long as you’re using a recognised school address in both the billing and shipping fields, and you have authority to order on behalf of your school, just order through our website and choose the ‘invoice’ option on the final checkout page.
Yes, you’re very welcome to send us a purchase order. Just email it to orders@learn2soar.co.uk. (There’s no need to send one unless your school’s own procedures require it.)
Either way, please place the order itself through this website, as with all orders, including school invoice orders. This lets you create your school’s own login details for accessing your resources. There’s no need to set up an account first or go through any credit checks. Add your items to your basket and go through the three checkout screens:
1. Add your school’s contact details and create your school’s username and password.
2. If you have a purchase order number, type it into the comments box.
3. Select the invoice option, tick the box to agree to our terms and conditions, and you’re done.
The ‘Thank You’ screen then has links to your online digital publication (if you ordered one) and your downloadable invoice. Both links are emailed to you too.
Yes, if your school’s financial regulations require it, we’ll be happy to help. Please send your form to orders@learn2soar.co.uk.
Your order itself still needs to be placed by you through this website (as with all orders, including school invoice orders), so that you can create your school’s own login details for your resources. There’s no need to set up an account first or go through any credit checks. Just add your items to your basket and go through the three checkout screens:
1. Add your school’s contact details and create your school’s username and password.
2. If you have a purchase order number, type it into the comments box.
3. Select the invoice option, tick the box to agree to our terms and conditions, and you’re done.
The ‘Thank You’ screen then has links to your online digital publication (if you ordered one) and your downloadable invoice. Both links are emailed to you too.
Our sort code and account number are printed at the foot of every invoice.
If you need more than that, we have a standard document on letter-headed paper with all the details you could need. Just email orders@learn2soar.co.uk and ask for our BACS details, either before or after you order.
Please send your remittance advice to orders@learn2soar.co.uk, including the billing/shipping postcode used on the order.
Of course. Just email orders@learn2soar.co.uk with your contact details, invoice number and invoice amount, and we’ll send you a payment link so you can pay by card online.
You’ll find your receipts and invoices in the ‘My Account’ area. Click ‘Orders’, then look for the green invoice / receipt buttons beside each order.
To get there, tap the yellow account icon account icon at the top right of any page and log in. (If you’re already logged in, the same icon takes you straight to ‘My Account’.) Then click ‘Orders’.
If you still can’t find what you need, please contact us.
EXISTING ORDERS - RECENTLY PLACED
Digital publications: no problem at all. If you’ve accidentally paid for two of the same ‘Digital Publication’, just contact us as soon as possible and we’ll refund you and correct your order.
CDs: if they haven’t been dispatched yet, we can quickly refund and amend the order. If they’ve already been sent, just return them unopened straight away (at your own expense) and we’ll refund you as soon as they arrive back with us. Unfortunately, once a CD has been unsealed it can no longer be refunded.
If you haven’t opened your digital publication yet, just let us know straight away and we’ll refund you, so you can order the right one.
Please note that our system records whenever a publication is accessed and which links are clicked. Once a digital publication has been accessed at all, the right to a refund is lost.
As soon as your order is placed, you should receive several automatic emails, such as your account details, order confirmation and invoice/receipt. For orders with physical items, you’ll also receive a dispatch email (plus tracking details for overseas orders).
Please check your spam or junk folder, and any server-level email filters if you can. If there’s still nothing, the email address may have been mistyped when ordering. Just contact us and we’ll confirm the exact address we have.
Tap the yellow account icon account icon at the top right of any page and log in, and you’ll go straight to your ‘My Account’ area. (If you’re already logged in, the same icon takes you straight there.)
That’s where your publication is. Just look for the big green ‘CLICK TO OPEN’ button.
You’ll find your receipts and invoices in the ‘My Account’ area. Click ‘Orders’, then look for the green invoice / receipt buttons beside each order.
To get there, tap the yellow account icon account icon at the top right of any page and log in. (If you’re already logged in, the same icon takes you straight to ‘My Account’.) Then click ‘Orders’.
First, please check the ‘Orders’ section of your ‘My Account’ area (see above for how to get there) for any messages about your order, and check your emails, including spam/junk folders.
UK customers: if that doesn’t help and more than 10 days have passed since you placed your order, please contact us.
Worldwide customers: tracking information was emailed to you and is also in the ‘Orders’ section of ‘My Account’. If the tracking information is unclear, please contact us.
Every CD is carefully checked before dispatch to make sure it’s in perfect working order. If yours isn’t playing properly, please try these first:
- Gently clean the CD with a clean, dry, lint-free cloth.
- Try it in a few different CD players, in case the player is the problem.
If it still isn’t working, here’s what happens next:
Bought within the last 12 months: if you believe there’s a manufacturing defect, please contact us and we’ll send you a free replacement, along with a stamped addressed envelope for returning the faulty CD. Replacements aren’t free where a CD has been damaged through normal wear and tear, so if the returned CD is scratched or marked, or isn’t returned, we reserve the right to invoice you for the replacement. If you already know your CD has simply become worn, a low-priced ‘Rehearsal Pack’ (pack of 4 CDs) may be the easiest option.
You can also use the streaming / downloadable MP3s in your online digital publication. If you have a computer with a CD drive, you could even burn your own audio CD (your computer manufacturer or IT department can help with this).
Bought more than 12 months ago: we’re not able to replace older CDs or provide free access to the publication’s content, so a new ‘Complete Pack’ would be needed (with special renewal discounts always available).
The ‘Complete Pack’ includes a single audio CD in the post. Everything else, including the scripts, is online in your ‘Digital Publication’ in the ‘My Account’ area of this website, ready to print whatever you need. We don’t supply books, CD-ROMs or printed materials of any kind.
OLD ORDERS: Questions about orders placed in previous years
We’re sorry, but we’re not able to replace lost, damaged or missing CDs or downloads from previous years (free or paid), or supply individual items such as scripts, sheet music or song / music tracks.
The good news is that a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available) gives you everything again, including the new and improved resources we’ve added over the years. It also renews your licence for the coming year, which would be needed anyway, even if you still had all your original materials, as we no longer sell stand-alone performance licences. And there are always special renewal discounts available. In some cases, it’s also a licensing requirement that the new resources are used instead of old ones.
If your order was placed within the last 12 months, we may be able to offer some limited help, so please contact us.
We’re sorry, we’re not able to offer free replacements for lost resources. A new purchase of the full-priced ‘Digital Publication’ or ‘Complete Pack’ gives you everything again, including updated scripts and resources, as many of our publications have been improved over the years. It also renews your licence for the coming year, which would be needed anyway, even if you still had all the resources. And there are always special renewal discounts available.
If your order was placed within the last 12 months, we may be able to offer some limited help, so please contact us or see the FAQs below.
Download links on our old website were only active for three months and up to 20 download attempts. We’re sorry if that wasn’t clear at the time you ordered.
Since then we’ve changed how our publications and licences work. ZIP files didn’t work on most modern devices and were often blocked, so publications are now online instead, accessible on any device straight after purchase, as often as you like for 12 months. Performance licences are now included with your ‘Digital Publication’ (combined with your annual user licence and annual basic recording licence) and can no longer be bought separately.
So to use the same publication again, simply make a new purchase of the ‘Digital Publication’ or ‘Complete Pack’, with lovely renewal discounts always available.
For around ten years we ran a promotion offering some customers a ‘Lifetime Performance Licence’. Although that promotion ended at the end of 2018, we’re happy to honour any licence issued during that time, so you can perform that particular musical as often as you like, at any time.
These licences only ever covered performances, not ongoing access to replacement scripts, extra CDs, replacement downloads or other resources. As long as you still have the original materials you bought with your Lifetime Licence, you’re free to keep using them under its terms. If you no longer have them, or you’d like the newer resources (such as new lyric videos or scripts), you’ll need to make a new purchase of the ‘Digital Publication’ or ‘Complete Pack’.
For more details, please see our ‘Licence Information’ page.
TROUBLESHOOTING
If your email address isn’t recognised, it’s often a small difference in how it’s typed, such as a capital letter or a missing hyphen.
You can also log in with your username, which may be different from your email address. It was emailed to you when you first registered, and it’s usually your first name and surname with a dot in between, for example: mickey.mouse
If that doesn’t work, try resetting your password and check your spam or junk folder for our emails. If you’re still stuck, please contact us.
Please check your spam or junk folder, as our email may have ended up there by mistake. If it’s not there, please contact us and we’ll help.
Please ask the person at your school who placed the order. They will have created a username and password when ordering, and those details can be used to access your digital publication.
If you’re still having difficulties, please contact us.
This is usually down to one of these:
1. Wrong account: if you’ve ordered over the years using different email addresses, you may have more than one account with us. Try logging in with any other email addresses you may have used.
2. Subscription expired: if you can see your order details but no content, your annual subscription may have expired. Access lasts for exactly one year from the date of your order. To use the same publication again, simply make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available). There’s no auto-renewal, so you only renew as and when you need to, with lovely renewal discounts always available.
If you still have issues, please contact us.
They’re all online! Sheet music, scripts, song sheets and everything else you need are in your ‘Digital Publication’ (or ‘Complete Pack’) in the ‘My Account’ area of this website, on any device, so you can easily print whatever you need.
We don’t sell separate books of sheet music or scripts.
Every CD is carefully checked before dispatch to make sure it’s in perfect working order. If yours isn’t playing properly, please try these first:
- Gently clean the CD with a clean, dry, lint-free cloth.
- Try it in a few different CD players, in case the player is the problem.
If it still isn’t working, here’s what happens next:
Bought within the last 12 months: if you believe there’s a manufacturing defect, please contact us and we’ll send you a free replacement, along with a stamped addressed envelope for returning the faulty CD. Replacements aren’t free where a CD has been damaged through normal wear and tear, so if the returned CD is scratched or marked, or isn’t returned, we reserve the right to invoice you for the replacement. If you already know your CD has simply become worn, a low-priced ‘Rehearsal Pack’ (pack of 4 CDs) may be the easiest option.
You can also use the streaming / downloadable MP3s in your online digital publication. If you have a computer with a CD drive, you could even burn your own audio CD (your computer manufacturer or IT department can help with this).
Bought more than 12 months ago: we’re not able to replace older CDs or provide free access to the publication’s content, so a new ‘Complete Pack’ would be needed (with special renewal discounts always available).