Help and FAQ: tabbed
Page Library
Help and FAQ: tabbed
A help page that keeps a long list of answers easy to scan. Questions are grouped into five tabs, getting started, membership, billing, events and technical help, and each tab shows its questions and answers together as plain text, so a visitor picks a topic and reads. Beneath the tabs sits a contact band with a photo of the team, reply times and links to the help forum and contact form. Edit the answers to match your plans, rename the tabs to suit your site, and add a tab for any topic your members ask about often.
Pick a topic to see the questions members ask most. Every answer here was written by the team who handles your messages, and we update them whenever our plans or policies change.
How do I join? Choose a plan on the sign-up page, enter your details and pay. You are signed in straight away and a welcome email follows within minutes.
Is there a free trial? Monthly plans include a 7-day free trial. Cancel before it ends and you are not charged.
Where should I start once I am in? Your members home page shows the newest content and a short Start Here guide. Most people read that first, then browse the library.
What is included? The full library of guides and videos, the member forums, the weekly newsletter and member pricing on every event.
Can I switch plans? Yes. Go to My Account, then Membership, and choose Change plan. Moving to yearly takes effect at your next renewal; upgrades take effect right away.
Can I pause my membership? Yearly members can pause once a year for up to three months. Your renewal date moves back by the same amount.
When am I charged? On the day you join, then on the same date each month or year. Your next payment date is always shown under My Account.
How do I update my card? Go to My Account, then Billing, and choose Update card. The new card is used from your next payment.
What is your refund policy? New yearly members can ask for a full refund within 14 days. Monthly payments are not refunded, but you can cancel at any time and keep access to the end of the month.
Do members pay for events? Online sessions are free for members. In-person events have a member price, usually about a third off.
Can I bring a guest? Most in-person events allow one guest at the member price. The event page says if an event is members only.
What if I cannot make it? Cancel from the event page up to 48 hours before and your ticket is refunded. Online sessions are recorded and added to the library within two days.
I cannot sign in. Use Forgot password on the sign-in page. If the email does not arrive within ten minutes, check your spam folder, then contact us.
Videos will not play. Try refreshing the page, or a different browser. Videos need a connection of about 5 Mbps for HD; lower the quality from the gear icon if yours is slower.
Which browsers do you support? The latest two versions of every major desktop and mobile browser. There is nothing to download or install.
Still stuck? Talk to a person.
Our support team replies to every message within one working day, usually the same morning.
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