Question 1

What should I expect when I attend a Creative Keyboards virtual recital?

Accepted Answer

As our guest at a Creative Keyboards recital, we encourage you to try to minimize any distractions to the performeers as possible. This means respecting that the recital monitor has muted your microphone and try not to do anything visually distracting on your video.

Question 2

I forgot my password!

Accepted Answer

We all forget our password from time to time.  We got you covered!
 
- Click "Forgot Password" link under the "Login" button on the login prompt
- Enter your account email. 
- Check your email for an email from us with the subject line "Reset your password"
- Click the "Reset your password" button 
- The Creative Keyboards website will open in a new tab with a window to set a new password.

Question 3

How do I enter my payment credit or debit card?

Accepted Answer

Tuition payments are automatically charged to your credit or debit card on file within your family account profile. 
 
To enter a new card,
- Click "Billing"
- Enter your card details
- Click the "Save" button

Question 4

What time should students arrive (log on Zoom)?

Accepted Answer

All students should plan to log onto the Zoom meeting 15 minutes before the start of the recital.  This will allow time to do a quick technical test to make sure their Zoom set up has been configured properly BEFORE the recital.

Question 5

I don't have a password!

Accepted Answer

Welcome! because that means you are new to the Creative Keyboards family account. 
 
Don't worry, if you received an email from us instructing you to login into your family account profile on our website, that means you have an account.  So all you need to do is select the "Forgot Password" link to set your new password.  Please check out the "I forgot my password!" answer above for more detailed instructions.
 
If you have a problem getting into your account, please reach out to Tim in the office tim@creativekeyboards.com

Question 6

Should I mute or not mute during the recital?

Accepted Answer

The recital monitor will mute everyone at the begining of the recital.  When it is your turn to perform your piece in the recital the recital monitor will request your mute be turned off.  Zoom will prompt you if it is OK to unmute your microphone.  Simply click "OK" to allow Zoom to unmute your microphone before you start to play your piece.
 
After you finish your piece the recital monitor will mute your microphone for you.  Take a breath and a bow. You don't have to do anything else.

Question 7

Is it safe to enter my payment credit or debit card?

Accepted Answer

We have partnered with Stripe, a leading online payment processor, to make sure your information is safe and secure.
 
1) Your credit card details are never stored in our systems. When you enter your card details, you are sending them directly to Stripe.
 
2) Is Stripe safe?
Yes.
Stripe exceeds the most stringent security standards
-SSL Protected
All transactions are SSL (Secure Socket Layer) protected. Your information and your donors information are securely transmitted during the processing of all payments.
-PCI Compliant
Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your donors information is safe and secure.
-Encrypted
All credit card numbers are encrypted and safely stored in Stripe's state of the art data-center. This ensures both the security and integrity of your donors information.
 
What does all it mean?
It means Stripe is very secure. They exceed industry security standards and are trusted by thousands of businesses of all sizes across the globe including many Fortune 500 companies. www.stripe.com

Question 8

Can I unmute myself to clap or cheer for my student?

Accepted Answer

While students appreciate the support from their family and friends, we have found that it is best to keep everyone muted during the recital.  To show your support for your student it is recommended that you wave your hands or signs on your video.  If you are physically with your student it is acceptable to clap for them their locally.

Question 9

Why don't I see video streams when I join the recital meeting?

Accepted Answer

When you first log onto the Zoom meeting to join the recital, you will be placed in a "waiting room".  This is like standing outside the doors of the recital hall. We will hold everyone in the waiting room while we perform sound checks with the performers.  Once we are ready to start the recital, the recital monitor will automatically bring everyone into the recital where you will see the video streams.

Question 10

Why don't I see video streams when I join the recital meeting?

Accepted Answer

When you first log onto the Zoom meeting to join the recital, you will be placed in a "waiting room".  This is like standing outside the doors of the recital hall. We will hold everyone in the waiting room while we perform sound checks with the performers.  Once we are ready to start the recital, the recital monitor will automatically bring everyone into the recital where you will see the video streams.

Question 11

How do I change my credit or debit card?

Accepted Answer

To change the credit or debit card on file, from your family account profile:
- Click "Billing"
- Click "Update" under your card cummary

Question 12

What email do I use to login?

Accepted Answer

The email you should use to login to your family account profile is the email you received your invite.
 
If you are not sure what email to use, please contact Tim in the Creative Keyboards office at tim@creativekeyboards.com

Question 13

What is this family account?

Accepted Answer

We are excited about the new online experience we are developing at Creative Keyboards.  We want to engage the student through online tools and activities while maintaining that personal touch Ms. Oddo has brought you all along.
 
We are starting with the family account as your portal into these new activities.  We listened to your feedback about the old email invoice billing.  Now with the new tuition solution, you don't have to wait each month searching for that tuition invoice to pay.
 
Simply enter your credit or debit payment card once and we will take care of processing your monthly tuition payment.  You are in control at all times.  Change your card, stop payments, or upgrade to a new weekly lesson length.  
 
But that's not all! We will be announcing new ways to manage your student online experience soon.  From scheduling, lesson plans, activities, etc. Stay tuned to announcements and details to come.

Question 14

Can I use the Zoom emoticons?

Accepted Answer

Yes!, feel free to use the Zoom emoticons to clap, thumbs up or heart the performers AFTER the end of their performance.

Question 15

What if I have more than one student enrolled with Creative Keyboards?

Accepted Answer

Families with more than one student enrolled with Creative Keyboards, will see the count of students in each lesson time on the "Plan" section of their family account profile.  In addition, a special discount code has been applied to your account as a family discount.

Question 16

How do I invite a family member to my account?

Accepted Answer

Your family account is for your entire family.  For instance, if you would like Mom and Dad to have their own logins to the family account you can do this.  One email will be the primary account for all invoices and communications.
 
To invite a new family member from within your family account profile:
- Click "Team Members" 
- Click "Invite new team member" button
- Enter their email, first, and last name.
- Click "Invite new team member" button
 
The family member will receive an email inviting them to your family account.

Question 17

What happens during the sound check before the recital?

Accepted Answer

When you log onto the recital Zoom call, you will wait in the "waiting room".  The recital monitor will automatically bring you into the main recital room when it is your turn for a sound check.  
 
During the sound check Ms. Crystal will be there and together you will verify your video is set properly to show you playing your piece and that your sound has been properly configured within your Zoom app.  (Please make sure to turn on "Original Sound" BEFORE the recital begins.)
 
When your sound check is done, the recital monitor will automatically move you back to the waiting room where you will wait while other students have their sound check.

Question 18

Why does my microphone keep muting?

Accepted Answer

The recital monitor's job is to minimize distractions during the recital.  The recital monitor will mute all guest microphones.  If you attempt to unmute your microphone the recital monitor may mute your microphone again right away.  If you continue to unmute your microphone the recital monitor may remove you from the Zoom call.

Question 19

How should I set up my Zoom for the recital?

Accepted Answer

It is important to turn on "Original Sound" within your Zoom settings.  This is because Zoom will try to filter out your piano, if you don't, as it thinks it is background noise.  If you need help turning on "Original Sound" on your Zoom account please see our step by step instructions further in this FAQ page.

Question 20

Should I add my student as a member of my family account?

Accepted Answer

We don't recommend setting up your minor student on the family account at this time.  We are working on exciting new activities for students to do online.  We will notify you as those new activities become available along with instructions on how your student should login to access them.

Question 21

Why is my payment double?

Accepted Answer

During the development of our new tuition and family account system, we delayed January 2022 tuition until February 1st, 2022.  Tuition for both January and February lessons will be charged on February 1st, 2022.  Tuition will return to the normal monthly amount starting on March 1st, 2022.

Question 22

How do I change my account password?

Accepted Answer

From within your family account profile:
- Click "Profile"
- Click "Change Password"
- Enter your current password for security
- Enter your new password and repeat to confirm we have it correct
- Click the "Save" button

Question 23

Will I get an invoice or receipt?

Accepted Answer

We are no longer sending invoices by email prior to the 1st of each month.  Tuition will now automatically be billed to the card you have on file in your Family Account profile.  An invoice reciept will be sent to the primary email on your family account showing your payment each month.

Question 24

How do I enable "Original Sound" in Zoom on a computer?"

Accepted Answer

1) Make sure you have downloaded the Zoom app to your computer.
2) Open the Zoom app.
3) Click on “Settings” (the gearbox in the upper right corner).
4) Select “Audio”.
5) Turn off “Automatically Adjust Microphone Volume” and then select a level that is 3/4 to full.
6) Click on “Advanced”.
7) Click on “Show in-meeting option to enable original sound” from the microphone.
8) When you join the meeting – on the upper left of your screen you’ll see the ability to “Turn off or turn on original sound” – please do this before the recital begins (turn it ON).

Question 25

Why was my video turned off?

Accepted Answer

If the recital monitor sees distracting movement on a guest's video stream that may disturbe the performers or other attendees then the recital monitor may turn off your video. If you turn on your video again the recital monitor may remove you from the Zoom call.

Question 26

How do I enable "Original Sound" in Zoom on a phone or tablet?"

Accepted Answer

1) Open the Zoom app.
2) Click on “Settings” at the bottom.
3) Click on “Meetings”.
4) Scroll down until you see “Use Original Sound” – turn this ON.
5) When you join the meeting, click on the three dots along your bottom menu bar where it says “More”.
6) Click on “Enable Original Sound”.

Question 27

How do I change my name?

Accepted Answer

From within your family account profile:
- Click "Profile"
- Click "Change Name"
- Correct either your first or last name
- Click the "Save" button

Question 28

Why cant I chat in the Zoom call?

Accepted Answer

To minimize distractions during the recital we have disabled the Zoom chat feature.

Question 29

What if I don't set up my credit card or debit card details right away?

Accepted Answer

If we do not have your payment details in your account by the 1st of the month, we will send you a reminder invoice and set your tuition account to "Past Due".  The next time you log in to your family account, you will be prompted to enter your payment information.
 
We will suspend lessons for students with a tuition account past due over 30 days unless prior arrangements have been made through the office with tim@creativekeyboards.com.

Question 30

How do I upgrade to a longer lesson?

Accepted Answer

Congratulations! You are progressing in your studies.  If Ms. Oddo and you have discussed a longer weekly lesson, please follow these steps:
 
- Click "Plan" on your family account profile
- Click "Change Plan" 
 
- Select the new weekly lesson time
- Click the "Complete Plan Change" button

Your card on file will now be charged for your new tuition rate.

Question 31

Can I use the Zoom emoticons?

Accepted Answer

Yes!, feel free to use the Zoom emoticons to clap, thumbs up or heart the other performers AFTER the end of their performance.

Question 32

How do I change my email?

Accepted Answer

From within your family account profile:
- Click "Profile"
- Click "Change Email"
- Change your email
- Click the "Save" button

Question 33

Why cant I chat in the Zoom call?

Accepted Answer

To minimize distractions during the recital we have disabled the Zoom chat feature.

Question 34

How do I cancel / suspend lessons?

Accepted Answer

To suspend lessons, please contact Ms. Oddo to inform her of your decision.
 
We can stop all tuition payments for you.  If you would like to cancel your tuition yourself, you can click "Cancel Subscription" under the "Plan"" section of your family account profile.

Question 35

What if I am the student and I don't need a family account?

Accepted Answer

All students enrolled with Creative Keyboards need to add their payment information into their family account profile in order to pay their tuition.  Thank you.

Question 36

Why does my microphone keep muting?

Accepted Answer

The recital monitor's job is to minimize distractions during the recital.  The recital monitor will mute all student microphones when not performing.  If you attempt to unmute your microphone the recital monitor may mute your microphone again right away.

Question 37

Why was my video turned off?

Accepted Answer

If the recital monitor sees distracting movement on a student's video stream that may disturbe the other performers then the recital monitor may turn off your video.

Question 38

I'm having technical issues with my Zoom can I get support?

Accepted Answer

The Creative Keyboards staff is focused on helping the students have the best experience with their performance.  We are not able to help guests with technical issues.  We suggest checking out the Zoom support page at https://support.zoom.us

Frequently asked questions

What should I expect when I attend a Creative Keyboards virtual recital?

I forgot my password!

How do I enter my payment credit or debit card?

What time should students arrive (log on Zoom)?

I don't have a password!

Should I mute or not mute during the recital?

Is it safe to enter my payment credit or debit card?

Can I unmute myself to clap or cheer for my student?

Why don't I see video streams when I join the recital meeting?

Why don't I see video streams when I join the recital meeting?

How do I change my credit or debit card?

What email do I use to login?

What is this family account?

Can I use the Zoom emoticons?

What if I have more than one student enrolled with Creative Keyboards?

How do I invite a family member to my account?

What happens during the sound check before the recital?

Why does my microphone keep muting?

How should I set up my Zoom for the recital?

Should I add my student as a member of my family account?

Why is my payment double?

How do I change my account password?

Will I get an invoice or receipt?

How do I enable "Original Sound" in Zoom on a computer?"

Why was my video turned off?

How do I enable "Original Sound" in Zoom on a phone or tablet?"

How do I change my name?

Why cant I chat in the Zoom call?

What if I don't set up my credit card or debit card details right away?

How do I upgrade to a longer lesson?

Can I use the Zoom emoticons?

How do I change my email?

Why cant I chat in the Zoom call?

How do I cancel / suspend lessons?

What if I am the student and I don't need a family account?

Why does my microphone keep muting?

Why was my video turned off?

I'm having technical issues with my Zoom can I get support?