Frequently Asked Questions

You have a question? Hopefully we have the answer below! If not, please contact us at university@visualmatrix.com

Which email address should I use for account creation?

EmpowerU is associated with you as an individual, rather than your property. Even if you change properties in the future, you may continue to utilize Visual Matrix. Therefore, it's advisable to use a personal email address rather than one linked to your current workplace. Learn more: https://help.visualmatrix.com/portal/en/kb/articles/the-importance-of-using-personal-emails-for-vm-university-accounts

I've created my account but haven't received the confirmation email yet.

Please check your Spam folder and ensure to mark the sender as Secure to ensure delivery of any further communication.

I received the confirmation email but can't see any link to confirm the account.

This may be due to a setting in your email account that is blocking images.

I need to verify my account creation, but it appears that my password is incorrect.

If your password is already Invalid during the confirmation process, you cannot reset it - as your account is not officially active. We will need to delete your account for you to create a new one. Contact us at university@visualmatrix.com.

Is EmpowerU part of our subscription, or is there a fee for its use?

EmpowerU is entirely complimentary. Simply create your account and enjoy unlimited access to all courses.

Will I be able to have a master account to manage my users' enrollment and progress?

Although each user has the freedom to create their own account, enroll in courses, and complete any course they desire, VM University also provides the option to establish a group with one or multiple moderators. This group, exclusively created by Visual Matrix, can encompass all individuals from your property, with moderators empowered to invite learners and track their progress. It's important to note that only Visual Matrix has the authority to add existing learners (those who already possess a VMU account) to your group, and you won't have the capability to enroll someone in a course.

Can we utilize the hotel's generic email to create an account?

It's crucial for each employee to create their account using their personal email. This way, their account is associated with them rather than the hotel they work for, ensuring they can access it whenever necessary.

Will every employee need to complete every course in Visual Matrix?

No, each user can choose the courses most applicable to their role at the hotel. However, we encourage employees to explore as many courses as possible. Additionally, users will have access to bundle courses, which group together courses and lessons tailored to their specific position or relevant areas within the hotel.

How is course completion tracked and acknowledged by VM University?

To ensure your progress is properly recognized, each course mandates selecting "Complete and Continue" for each lesson. Additionally, upon successful completion of the course and, if applicable, passing the quiz, a certificate is issued.

What is the minimum passing grade required to complete assessment quizzes?

Each quiz, which typically consists of 5 to 10 questions, requires a minimum score of 80% to pass. Please note that not every course or chapter within a course includes a quiz.

I mistakenly enrolled in a course that I no longer need.

To cancel the enrollment in a course: - Once logged in, at the top of the page next to your name, click on "Accesss my space". - From the left side menu, click on "Transactions". - Locate the course and click on the three dots at the end of the line in the "Action" column. - Click on "Cancel Purchase". - Enter a reason (optional) and click on "Cancel Subscription". - The course is now cancelled.

Is VM University accessible from my mobile device?

Yes, you can access EmpowerU via the "Trainer Central" application, which is available for both Apple and Android devices. Simply follow the instructions outlined in this article: https://help.visualmatrix.com/portal/en/kb/articles/vm-university-on-mobile

How can I stop receiving emails from VM University if I'm no longer using Visual Matrix?

If you've left the property and are no longer using Visual Matrix, simply email us at university@visualmatrix.com, and we'll deactivate your account. Don’t worry—you won’t lose any progress. If you return to working with Visual Matrix in the future, we can reactivate your account, allowing you to pick up where you left off.