# Frequently Asked Questions ## Company Questions ### Where did iN2L go? Why LifeLoop? iN2L (It’s Never Too Late) was founded in 1999 on the idea that it’s never too late for senior adults to learn and use technology in meaningful ways to enrich their lives. As technology and older adults’ use of it have evolved over the years, so too has the company and our mission to enhance the lives of seniors, their caregivers, and their families. What began as a way to introduce technology into the lives of seniors living in communities to keep them engaged has expanded into a more holistic approach to enriching their lives not just through engaging content, but also through empowering the staff who support them and facilitating connections with their families. Following the merger of iN2L and LifeLoop in 2022, we determined that the strongest path forward was to consolidate under a single brand. LifeLoop encompasses so much more than one aspect of senior living, so by moving forward as LifeLoop, we can bring the best of iN2L content into the future with our goal of providing a solution that holistically enriches the full lives of residents, staff, and families, both inside and outside the community. To learn more about our rebrand, listen to our [podcast](https://lifeloop.com/podcast/welcome-to-senior-living-reimagined) featuring LifeLoop CEO Navin Gupta and iN2L Founder Jack York. ### If I only have iN2L products/services, will LifeLoop’s solution automatically be added to my existing solution? No, please contact your customer success manager or reach out to [all_csm_retention@lifeloop.com](mailto:all_csm_retention@lifeloop.com) if you are interested in learning more. ### Is iN2L still a part of the company? Yes. Our company name is changing to LifeLoop, but our iN2L content and engagement system products will continue to have the iN2L name and be a core part of our product portfolio. The iN2L systems will look and function as they always have, and we will continue to provide the same great support you’ve come to expect from our company. To learn more about our rebrand, listen to our [podcast](https://lifeloop.com/podcast/welcome-to-senior-living-reimagined) featuring LifeLoop CEO Navin Gupta and iN2L Founder Jack York. ### How can I get a demo of LifeLoop's solutions? You can schedule a customized demo at any time by filling out the [demo form](https://lifeloop.com/demo) on our website or by reaching out to your CSM. We also offer monthly webinar demos of LifeLoop that you can register for [here](https://lifeloop.com/resources/events). ### Do you have a physical location? Yes! We have two offices. While our employees work remote-first, we do continue to have offices where we can meet customers and get together in person. Our main location for mail correspondence is the Colorado office at [5889 Greenwood Plaza Blvd Ste 210, Greenwood Village, CO 80111](https://www.google.com/maps/place/LifeLoop+(It's+Never+2+Late,+LLC)/@39.6103792,-104.9004692,15z/data=!4m2!3m1!1s0x0:0x98ef960a3b9133be?sa=X&ved=2ahUKEwjLuf-Z67KCAxU3ODQIHW2NB1IQ_BJ6BAhNEAA), originally our iN2L office. Our Nebraska office is at [225 N 115th St, Omaha, NE 68154](https://www.google.com/maps/place/LifeLoop/@41.2592991,-96.0919396,15z/data=!4m2!3m1!1s0x0:0xcc1be14db8a4c7bd?sa=X&ved=2ahUKEwj9z9m56rKCAxXLAzQIHTXuCK0Q_BJ6BAhPEAA). ## Billing & Invoicing Questions ### Will this rebrand/company name change affect our contract with iN2L? Do we have to sign a new contract with LifeLoop? Your service contract will not change. The contracting entity remains the same, It’s Never 2 Late, LLC. LifeLoop is our new DBA (Doing Business As) name. ### How can I get a copy of LifeLoop's W-9? You can easily access the LifeLoop W-9 [here](https://lifeloop.com/hubfs/2023%20LifeLoop%20Website/LifeLoop%20Form%20W-9%20June%202025.pdf) or by clicking the Download W-9 button located on any invoice beginning with MXINV. You can also request a copy by emailing [accounting@lifeloop.com](mailto:accounting@lifeloop.com). Please include “W-9 Request - [Your Community Name]” in the subject line and the best contact email address to send the W-9 to in the body of the email. ### I haven’t received my invoices, or my invoices are going to an incorrect email address. Your invoices will come from LifeLoop / [accounting@lifeloop.com](mailto:accounting@lifeloop.com) moving forward. If you can't find your invoice or need to change your email address, please email [accounting@lifeloop.com](mailto:accounting@lifeloop.com). To request a copy of your invoice – Please write "Invoice Request - [Your Community Name]” in the subject line and include the invoice month you would like to request and the best contact email address to send the invoice to in the body of the email. To update billing contacts – Please write “Update Contacts - [Your Community Name]” in the subject line and include the new contact’s first and last name, title, phone number with extension, and email address. ### How do I pay my invoice? Making payments online is easy! Start by clicking the payment link sent with your invoice. Due to our continued focus on accurate, timely, and secure payment operations, we have updated our accepted payment methods. Please note that there are no fees associated with ACH autopay, which is our default method. - ACH Direct Pull/Autopay - Credit Card/Autopay – additional fees apply - Check/ACH Push/Wire – additional fees may apply All checks should be sent to the address below: **It’s Never 2 Late** PO Box 201861 Dallas, TX 75320-1861 ### When can I usually expect to receive my invoice? What period of service do the invoices cover? LifeLoop bills customers in advance of the service period and sends invoices throughout the month. Monthly subscriptions are billed 1 month in advance. Annual subscriptions are billed in advance for the following year. Example: Monthly subscriptions with an invoice dated 1/1/2023 cover a service period of 2/1/2023 through 2/28/2023. Annual contracts with an invoice dated 1/1/2023 will cover the entire year from 1/1/2023 through 12/31/2023 for annual subscriptions. ### My invoice was billed with taxes, but my company is tax exempt. How can I have the invoice corrected? If your company is tax exempt, please email a copy of your state certified tax-exempt certificate to [accounting@lifeloop.com](mailto:accounting@lifeloop.com), with the subject line “Tax Exemption - [Your Community Name].” Accounting will adjust and resend the invoice; taxes will no longer be added to future invoices. ### What if I want to cancel my services? Need to cancel your LifeLoop services? Please fill out this [form](https://lifeloop.com/cancellation) to initiate the cancellation process and a member of our Customer Success team will reach out to you. **PLEASE NOTE:** The contract end date is the agreed cancellation effective date. A request to cancel services on a date before the end of your [contract term](https://lifeloop.com/msa) does not mean your services will be cancelled on your requested date. We will review your request and our team will reach out to you, or the services will be terminated by the applicable term end date. ## Subscriptions, Support, & Training Questions ### How can I contact Customer Support? You can continue to reach Support through the Help Center, via the app, via email at [support@lifeloop.com](mailto:support@lifeloop.com), by phone at 303-806-0797, and through our website by submitting a ticket. ### How can my staff get training on your solution? If you would like to schedule training for your staff, please reach out to your customer success manager. You can also access online resources through LifeLoop University or on your iN2L systems. ### My iN2L system by LifeLoop seems to be locked and I can’t exit out of the pop-up. Why? LifeLoop understands how valuable the use of our systems is to the residents of your community. If you receive a pop-up, it is likely due to an overdue unpaid balance on the account. To remove the pop-up, please contact Accounting at 303-806-0797, “Option 4” to make payment by credit card or ACH. Once received, the pop-up will be removed, and the system will be accessible again. We will make every effort to prevent any disruptions of service prior to adding the pop-up. ### Do you sell both hardware and software? LifeLoop’s comprehensive software platform delivers quality experiences for seniors from move-in day to every day—all while ensuring efficiency and organization for staff in all they do. Our solutions include the [LifeLoop platform](https://lifeloop.com/our-solution), available on any device that connects to the internet, as well as our [iN2L engagement hardware systems](https://lifeloop.com/our-solution/engagement-systems). ### Can I get pricing for your solution? Our sales team is always ready to discuss your community needs and what package might best help you and your community most. Please reach out on our [request a demo form](slickplan:svgkojrcc5n6i0w220d) and we'll schedule some time to chat with you. ### How do I find information about your hardware warranties? **iN2L by LifeLoop group system warranties** iN2L group engagement systems powered by Dell (either the DMCs or AIO) come equipped with a 3-year Dell Pro support warranty that covers all hardware-related issues. **AIO (All-in-one) - Dell manufacturer’s warranty only.** **DMC (Dell Minicomputer) - Both the Dell and ViewSonic manufacturers' warranty.** - Dell warranty overview: [https://www.dell.com/en-us/lp/legal/art-limited-hardware-warranties](https://www.dell.com/en-us/lp/legal/art-limited-hardware-warranties) - ViewSonic warranty overview: [https://www.viewsonic.com/us/limited-warranties/](https://www.viewsonic.com/us/limited-warranties/) - To check Dell warranty status: [https://www.dell.com/support/contractservices/en-us/](https://www.dell.com/support/contractservices/en-us/) - To check ViewSonic warranty status: [https://www.viewsonic.com/customer-service-form](https://www.viewsonic.com/customer-service-form) LifeLoop will support the iN2L software after the hardware warranty expires if the computer is still operable and can maintain the most current Microsoft OS, as it is required for security purposes. **Bose Soundbar warranty** The Bose Soundbar (Solo V) that comes with your iN2L system has a limited 1-year warranty. The serial number is required when checking the status of the warranty. - Bose warranty overview: [https://www.bose.com/legal/product-warranty](https://www.bose.com/legal/product-warranty) - To check warranty status: [https://support.bose.com/s/repair-and-replacement-request?language=en_US](https://support.bose.com/s/repair-and-replacement-request?language=en_US) **Samsung tablet warranty** The Samsung tablets come with a 1-year hardware warranty that is supported by LifeLoop. There is no website to check the warranty status with Samsung. If you experience any issues within 1 year of purchasing a tablet from LifeLoop, you can contact LifeLoop’s support team to determine repair/replacement options that would be covered under warranty. The software will be supported if the tablet is in good working condition and can operate on the most current Android OS. **Questions?** If you have any further questions about your hardware warranty, please contact our [Support team](https://lifeloop.com/support).