Articulate 360 FAQs: Sales and Support

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An Articulate 360 subscription gives you access to all our e-learning tools, plus so much more. See these FAQs for answers to common sales and support questions.

What is Articulate 360?

Articulate 360 is everything you need for course development in one convenient subscription. Take a tour here.

Articulate 360 includes several award-winning authoring tools, a new responsive-authoring app, screencasting apps, an ever-growing library of course assets, an online tool for review and collaboration, and exclusive training webinars by industry experts. Watch this video to choose the right Articulate 360 tool for every job.

And check out these overview videos to learn more about authoring multi-device courses, sourcing assets, collaborating with stakeholders, and growing your e-learning skills—all with Articulate 360.

What's the difference between Articulate 360 and Articulate 360 Teams?

Articulate 360 Teams includes all the benefits of a personal Articulate 360 subscription plus easy team management, seat management, consolidated billing, priority support, and unlimited storage space.

The Articulate 360 Teams plan is ideal for organizations. Teams get exclusive product features that help users collaborate, including shared team slides in Storyline 360, collaborative authoring in Rise, and shared block templates in Rise.

Is there a free trial period for Articulate 360?

Yes! You get a 60-day free trial of Articulate 360, no credit card required. Click here to sign up.

You have access to all Articulate 360 apps and a subset of Content Library templates and characters during the trial period. And you can invite up to 10 additional users to join your trial team. It's a great way to check out the exclusive collaboration features you get with Articulate 360 Teams. Learn more about free trials.

How much does an Articulate 360 subscription cost?

The annual subscription rate is $999 for Articulate 360 and $1,299 for Articulate 360 Teams.

Discounts are available if you have Storyline 2 or Studio '13 with unredeemed Platinum Membership Plan (PMP) upgrades.

Academic discounts are available for qualifying institutions, and volume discounts are available for teams with five or more seats.

See this article for pricing details.

Why is my serial number invalid when applying for an Articulate 360 discount?

Your existing Articulate license may be invalid for a discount if:

  • It's not a qualified product.
  • It's part of a special license agreement.
  • It has been canceled.
  • It has already been used for a discount.

If you have any questions or need help, please connect with us at biz@articulate.com.

Are monthly subscriptions available for Articulate 360?

Articulate 360 is only available via annual subscription.

What payment options are available for Articulate 360?

Articulate 360 subscriptions are available via credit card payment.

Articulate 360 Teams subscribers also have the option of paying via purchase order.

Can I buy an Articulate 360 subscription on behalf of someone else?

For personal Articulate 360 subscriptions, users must purchase their own subscriptions with their own Articulate IDs.

For Articulate 360 Teams subscriptions, you can buy and manage user seats for other people. And team subscriptions have flexible account management, so you can transfer seats to other users when team members leave the company or their roles change. (In each 12-month period, you can transfer seats up to two times the number of seats in your account. For example, if your team has 10 seats, you can make up to 20 transfers per year.)

When you purchase an Articulate 360 Teams subscription, you are automatically the account owner and an admin for the team. If you purchase on behalf of someone else, you can remove yourself from the admin role and assign others to be admins for the team. Watch this video to learn more about team management.

Can I upgrade my Storyline or Studio license to Articulate 360?

Yes, you can begin the checkout process here to determine your exact price or view our pricing options for more detailed information.

What is Articulate ID?

Articulate ID is your single sign-on solution to access all things Articulate. Use your Articulate ID to sign into Articulate 360, download software, make store purchases, and participate in the E-Learning Heroes community. See this article for details.

What is the Articulate 360 desktop app and how do I use it?

The Articulate 360 desktop app is your ever-present control center for all the tools included with your subscription. It's where you:

  • Install, launch, and update desktop-authoring apps, such as Storyline 360 and Studio 360, with a single click.
  • Get instant notifications when updates are available so you always have the latest features.
  • Have one-click access to web apps, such as Rise and Articulate Review.
  • Manage your account and profile.

The Articulate 360 desktop app is always just a click away. It runs quietly in your computer’s system tray (by the clock). Just click the Articulate 360 icon when you need it.

Learn more about the Articulate 360 desktop app.

Why can't I sign into the Articulate 360 desktop app?

Here are a few reasons you might be unable to sign into the Articulate 360 desktop app:

Reason

Solution

You're disconnected from the internet.

Connect to the internet and try again.

Articulate 360 is down or partially down.

Visit www.articulatestatus.com to see if Articulate 360 is experiencing an outage. Click the Subscribe button in the upper right corner of the status page if you'd like to receive notifications of status changes.

A firewall is blocking access to Articulate 360.

Ask your network administrator to allow communication over port 443 and whitelist the domains listed here.

You're not using the correct email address or password.

Use your Articulate ID email address and password to sign into Articulate 360. This is the same email address and password you use for the E-Learning Heroes community. If you don't remember your password, you can reset it here. If you still can't sign in, let us know.

Can I change my Articulate 360 payment information online?

Yes. You can change your payment method in your account settings.

Is my Articulate 360 data safe in the cloud?

Yes. Articulate 360 services are hosted on Amazon Web Services (AWS). We secure data on our servers and network traffic with the most advanced encryption technology publicly available, 256-bit TLS/SSL encryption and 2048-bit RSA public keys.

As part of our business continuity plans, in the case of disaster, we practice automated, routine, and frequent data backup and recovery. We store backups in a redundant way and test recovery frequently to reduce the likelihood of data loss and minimize downtime in a large-scale disaster.

You can learn more about our commitment to security and privacy at our Trust Center.

Is Articulate 360 SOC 2 compliant?

Not yet. We're working with an auditor to achieve Service and Organization Controls (SOC) 2 compliance. Our goal is to be SOC 2 Type 1 compliant in March 2019 and SOC 2 Type 2 compliant by the end of 2019.

If you have any questions about privacy or data security, please contact our privacy team directly at privacy@articulate.com.

Does Articulate ship installation discs through the mail?

Articulate software is available via electronic (download) delivery. Shipping isn't available.

You'll receive an email a few minutes after placing your order with download instructions.

You can download (or re-download) your Articulate software at any time. You’re also welcome to burn a copy of the installation file (the *.exe installer) to a CD or DVD for your own backup purposes.

Can I purchase Articulate 360 apps individually?

No. Articulate 360 is a holistic suite of interconnected apps for all your e-learning needs—from authoring (Storyline, Studio, Rise, Replay, and Peek) to sourcing assets (Content Library) to collaborating (Articulate Review) to training (Articulate Live).

Articulate 360 apps are thoughtfully integrated and work best together. For example, you can download Content Library templates and characters from within Storyline 360, then you can publish from Storyline 360 to Articulate 360 to collect feedback with Articulate Review.

Do you offer academic discounts for Articulate 360?

Yes, we offer steep discounts for qualified academic institutions and students. See this article for Articulate 360 and Articulate 360 Teams pricing options.

When you're ready to place an order with your academic discount, start here.

How do I buy software for my tax-exempt organization?

We can set up a tax-exempt account for your organization. Just send us your tax-exempt certificate and email address.

Can I transfer my Articulate software from one computer to another?

Yes. Just uninstall the Articulate 360 apps from your old computer, then install the Articulate 360 desktop app on your new computer and sign in with your Articulate ID. See these articles for details on uninstalling and re-installing your apps:

Can I transfer my Articulate 360 subscription to another user?

Personal Articulate 360 subscriptions can't be transferred. However, if you have an Articulate 360 Teams subscription, admins can transfer access from one user to another when team members leave the company or their roles change. Watch this video to learn how to manage a team. (In each 12-month period, you can transfer seats up to two times the number of seats in your account. For example, if your team has 10 seats, you can make up to 20 transfers per year.)

What happens to a user's data when they're removed from an Articulate 360 Teams subscription?

We'll keep the user's online data intact for at least six months (unless you ask us to delete it immediately). It just can't be edited, exported, or deleted. Online data includes Rise courses, Articulate Review projects, and Storyline 360 shared team slides.

The user can transfer ownership of Rise courses to other team members before leaving the team if you'll need to edit the courses later.

Anyone who has direct links to the user's Rise courses will still be able to view them.

Anyone who has direct links to their Articulate Review content items will still be able to view them and add comments.

And if the user shared team slides in Storyline, those slides will remain available for the rest of the team to browse and download into their courses.

Storyline 360, Studio 360, and Replay 360 project files are saved on the user's local computer. The user won't be able to open, edit, or publish them after being removed from the team, but he or she can send them to other Articulate 360 users.

Will my Articulate 360 apps stop working when my subscription expires or I'm removed from a team subscription?

Yes. When your free trial period or subscription term expires, your apps will stop working. You can re-enable them by buying or renewing your subscription.

If you're a member of an Articulate 360 Teams subscription, your apps will stop working when you're removed from the team. You can re-enable them by purchasing a personal Articulate 360 subscription.

Your Rise courses, Articulate Review content items, and Storyline team slides will remain intact on our servers for at least six months after your subscription expires unless you delete them before your term expires. Anyone who has direct links to your Rise courses will still be able to view them. Anyone who has direct links to your Articulate Review content items will still be able to view them and add comments. And team members will still be able to browse and download your shared team slides in Storyline.

If you want us to delete all your data immediately, let us know and we'll take care of it right away.

After your subscription expires, learners will still be able to view published courses that you host on your own web server or LMS.

Will you delete all my data when my trial or subscription expires?

We'll keep your online data, including Rise courses and Articulate Review content items, on our servers for at least six months after your trial or subscription expires. This means you'll still have access to your content if you renew your subscription later.

If you want us to delete all your data immediately, let us know and we'll take care of it right away.

Can I continue using my current Storyline, Studio, and Replay licenses after subscribing to Articulate 360?

Yes, you can keep your current software and licenses. There's no need to return them to us when you purchase an Articulate 360 subscription.

If you have Storyline 1, Storyline 2, Storyline 3, or Replay 1, you can use them on the same computer with your Articulate 360 apps. (Studio '09 and Studio '13 can't be installed on the same computer with Studio 360.)

Also, be aware that content items created with older versions of Storyline, Studio, and Replay can be upgraded to their Articulate 360 counterparts, but content created with Storyline 360, Studio 360, and Replay 360 can't be opened, edited, or published with previous versions of the apps.

What is the export classification for Articulate 360?

EAR99

Can I cancel my Articulate 360 subscription at any time?

Yes, you may cancel your subscription at any time, but we don’t offer pro-rated refunds. Just fill out this cancellation form.

We honor full refunds if requested within 30 days of your order/subscription date. And for every renewal charge, a 30-day grace period will also be honored for full refunds.

When you cancel your subscription, your Rise courses and Articulate Review content items will remain intact on our servers for at least six months unless you delete them before cancelling. Anyone who has direct links to your Rise courses will still be able to view them. And anyone who has direct links to your Articulate Review content items will still be able to view them and add comments.

After you cancel, learners will still be able to view published courses that you host on your own web server or LMS.

See this article for details about what to do before cancelling and what happens to your apps and content after cancelling.

What is the refund policy for Articulate 360?

We’ll honor full refunds if requested within 30 days of the order/subscription date. Access to Articulate 360 and use of the desktop apps will be disabled upon cancellation of your subscription. Contact us to request a refund.

Refunds aren't available after 30 days from the date of purchase.

What are the terms of service for Articulate 360?

You can find the Articulate 360 terms of service here.

On how many computers can I install my Articulate software?

The Articulate 360 Terms of Service entitle a single user to install Articulate software on a maximum of two computers, such as a home computer and a work computer. If you need to install it on additional computers or would like more than one individual to use it, you'll need to purchase additional subscriptions.

What are the system requirements for Articulate 360?

See this article for a complete listing of all hardware and software requirements for Articulate 360.

Which ports are required to use Articulate 360 and which URLs need to be whitelisted?

Port 443 is necessary to use Articulate 360. And if your firewalls are blocking access to Articulate 360, ask your IT staff to whitelist articulate.com. See these articles for more security details:

Who owns the copyright to e-learning courses I create with Articulate software?

You own the rights to all content you create. You may post it to any website or LMS, distribute it to any audience, and charge learners a fee to access it.

Trial versions of Articulate software are fully functional but shouldn't be used for live production work.

How can I get customized training for my organization?

Visit our training page and choose custom onsite training or custom web training.

Where can I get help?

We provide free, award-winning support to all of our customers. You get:

  • Unlimited support cases. Ask for help whenever you need it, 24 hours a day. Just submit a support case and you'll receive an answer from a real person.
  • Community help. Visit the vibrant E-Learning Heroes community forums to seek advice from the largest, most engaged e-learning community in the industry (400,000+ members and counting). We have a dedicated forum for Articulate 360 discussions.
  • Live chat support. If you have an Articulate 360 Teams subscription, you can also live chat with our support engineers Monday through Friday. Just click the Live Chat option on the Articulate 360 Teams support page.
  • The Rapid E-Learning Blog. Get practical, real-world tips for e-learning success from Tom Kuhlmann, Articulate's e-learning guru.
  • Knowledge Base. Search for information within our knowledge base. It has a wealth of knowledge to help you succeed.

See also: Articulate 360 support agreement.