Frequently Asked Questions

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  • Product Info
  • How Canity Works
  • Pricing / Licencing
  • Invoicing / Payment
We offer two types of licencing – one for an individual module and another for the entire library.

You can purchase access to either an individual training module or to the entire training library. Either option includes an initial 5 user licence. Extra users can be added at any time for $15/user, with a reduced rate for more than 100 users. Both options are a once only payment and you can access the training content as many times as you like with no time restrictions and no ongoing payment. That’s right, no ongoing subscription payments.

Both options also include access to our scheduling and reporting features.

To explore our licencing options, click here.

All licenses are provided for one organisation only. If users of a different organisation wish to view the training videos then a separate account must be purchased.

We also offer the option to integrate Canity into a Learning Management System (LMS). LMS pricing options can be found here.

You can pay using either Visa, Mastercard, Amex or PayPal for immediate access to Canity. You will be provided with a tax invoice after payment is processed. Alternatively, you can choose our Raise a Purchase Order option; we will email you a tax invoice and you can pay via electronic bank transfer. Your Canity account will be activated within 48 hours of payment receipt if you select this option. Please note that Canity is based in Australia and it often takes several days for international payments to clear. If you wish to have immediate access to Canity, please select our credit card payment option.
Canity is an Australian product. On some occasions, credit card providers block international transactions. This may be happening to you. If you contact your credit card provider and authorise the transaction, your next attempt should be processed successfully. Please note that Canity is owned by Messages On Hold Australia Pty Ltd and this may appear as the billing entity on your credit card transaction.
If you would like to buy a specific training module, please visit our single module pricing page by clicking here.
Canity covers all the vital customer touch points in your business. Whether that’s over the phone, in person or via email. See the full description of our training modules here. We’re also adding new content every 3 months.
To reset your password click here.
Don’t worry – these things happen. Just click MyCanity, then select ‘Lost your password’. If you don’t remember which email you signed up with, get in touch here.
The training is all online and video based – so your team can train any time they like, on any device with an internet connection. Once you purchase your subscription, you’ll be emailed your login details.

You can access Canity via the link in the email or by clicking on MyCanity in the top right hand corner of the screen and begin training immediately. In fact, if you sign up right now – your staff could be training in minutes!

Once your staff complete the interactive online quiz, you will be sent an email with their scores. Their results are also charted in your dashboard, along with a leader board of who has the most correct answers.
Include Canity in your induction training for new staff members. Set up calendar reminders for current staff to re-visit Canity’s training modules at their convenience to refresh and build upon what they’ve learnt.
Absolutely! If there’s a topic or situation you’d like to see covered in any of our training modules, we want to hear about it. At the top of every training module page inside the MyCanity dashboard you’ll find a link where you can submit your feedback and future topic ideas. The more ideas we share, the better Canity gets!
There are plenty of reasons every business should be investing in online training for their team. If your team haven’t been trained in how to deal with potential & current customers over the phone, it’s likely they aren’t painting your business in the best possible light.
Canity is suitable for any business that’s focused on delighting customers. All staff in all industries can benefit from the skills included in the training.
Yes. No matter if you’re in B2B or B2C, all businesses have one thing in common: customers. Canity provides all customer-facing team members with the necessary skills to impress customers in all situations.
Yes. When logged in as an administrator, you can deselect videos from any module. To do this, please select Training Library from the left navigation menu and select your chosen module. Underneath the large video there is an eye icon on the right hand side of your screen. Select this icon and then click the x in the top right corner of the video thumbnails you would like to remove from the module you are scheduling. Then click on the eye icon again.

This change will deselect videos for all users, including those in any sub-admin accounts. To add back the videos simply click on the eye icon again and chose the + button on the video you wish to add back in.

No. Deselecting videos simply removes them from the module assigned to your team for training. These videos remain available for the administrator who can chose to include them again at any time.
Absolutely! All of Canity’s videos have both English and Chinese subtitles. Spanish subtitles are available for Phone Skills, Email Skills, Retail Skills, Sales Skills and Dealing With Difficult Customers. To turn on subtitles, simply click the Closed Captions – CC – button in the bottom-right corner of the video player. From there, all you have to do is choose your preferred language and you’re good to go.
After you select the training videos you would like your team to watch, we will send an email letting them know it’s time to train. This email will direct your team to login to their individual User Dashboard, where training will be waiting for them in the Scheduled Training section.
Accessed through the User Dashboard, our video-based training is completely online, allowing your team to train at any time with an internet-connected device. The User Dashboard also offers access to interactive quizzes, worksheets and downloadable content.
Once you’ve completed the super easy payment process, you’ll receive an email with your login details for Canity. Simply log in via the link included in the email or by clicking the MyCanity link in the top right hand corner of the screen. Then upload your staff list and begin training!
If you purchase an entire library account you will receive access to any new modules released within 3 months of your purchase. We aim to release 1 to 2 new modules every year however these releases are not guaranteed and timing of releases varies from year to year.
Your team can access their scheduled training via the User Dashboard. You can add user details individually or by using our bulk email import feature. Once added, select which training videos to send to either individual user or an entire team and then choose to send the training immediately or set up a training schedule in advance.
Log in to MyCanity and click View Reports from the side navigation menu. The Training Details section displays two tabs: training pending and training completed.  You can filter by date range, modules, users and groups. You can also view all pending and completed training for a specific module in the Module Report section toward the bottom of the page. Reports can also be printed or exported in CSV format.
Once you subscribe to Canity, Certificates of Achievement are available for the training administrator to download from within the MyCanity Dashboard resources page. The certificates will first need to be customized with the user/member’s name, your company name and the date. You can then either save the document and send it to the user, or print it and provide it to them.
We’re always working on new modules, video lessons and downloadable content that’ll help you and your team delight more customers. Training isn’t a one off exercise! If you have a training topic you’d like to see covered please let us know by emailing our team.
Yes, a complete list of video segments is located on each training module page. Go to the training library page and click on any training module!
If your Learning Management System supports iFrame embedding, then you can use our embed functionality to integrate Canity training videos into your system. We’ll provide you with a section of code for each video lesson and for the full module to allow you to embed the training into your LMS.

LMS pricing options can be found here. Alternatively, we can provide a custom quote to provide you our video content directly. Contact us here.

Yes! Contact us here to find out more about our affiliate partnership program.

Yes, once payment is processed, you will be emailed a tax invoice. You will also be able to access a copy of this invoice by logging into your MyCanity account and navigating to the Plan and Invoice Details section. If you require an invoice prior to payment, you can choose our Raise a Purchase Order option during the checkout process; we will email you a tax invoice and you can pay via electronic bank transfer.
Yes. Our users love our animated video lessons. In fact, because Canity’s video lessons are short, practical and engaging, we have a 90 to 95% completion rate for our users – industry averages vary from 30 to 40% completion.
To add any deselected video(s) back into a module, login as an administrator visit Training Library, click , select the deselected video(s) you wish to add back in by clicking , and click “Save”.
To add a new user, login to your Canity account. Click on “Manage Users” in the left-hand menu. Now click the “Add New” button in the top-left, and input your new user’s details.

To remove a user, select the user you wish to delete from the sidebar on the “Manage Users” page. Then click the “Bulk Actions” button, and click “Delete”. Please note that users with upcoming training scheduled cannot be deleted.

Our initial animation approach in developing our Canity characters was to give them no skin tone. Whilst this was easier and cheaper for us, it unfortunately meant they all ended up looking “white”.

We’ve taken steps to correct this in our newer modules by adding skin tones to all our characters and further developing characters to reflect different ethnic backgrounds and races, as well as including characters with disabilities.

We’ve based these Canity characters on our own development team. Whilst we are based in Australia, our team contains a broad mix of people born not only in Australia but in South America, Asia, and Europe, so now our characters look a lot more like us! If you have any suggestions about how we can further develop our characters we’d love to hear from you.


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