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 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?
Is iN2L still a part of the company?
How can I get a demo of LifeLoop's solutions?
Do you have a physical location?
Billing & Invoicing Questions
Will this rebrand/company name change affect our contract with iN2L? Do we have to sign a new contract with LifeLoop?
How can I get a copy of the LifeLoop W-9?
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 moving forward. If you can't find your invoice or need to change your email address, please email 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 8500
Pasadena, CA 91109-8500
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, 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 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 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, by phone at 303-806-0797, and through our website by submitting a ticket.
How can my staff get training on your solution?
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.