How do I update my billing information?
To update your billing info, please head to your account page.
I'm having issues signing in
If you’re seeing an error that the username or password is incorrect:
Please try and reset your password. Once you’ve entered your email address and clicked the button to reset the password, you should receive an email with a link to reset your password. Simply click on the link and enter a new password (make sure to copy it somewhere safe).
If you’re seeing an error that the username or email wasn’t found:
You may either be entering the incorrect username or email, or you entered your username or email incorrectly at the time of sign-up. Please fill in the support form below and we’ll happily help you out.
If you’re able to log in but you get redirected to an error page:
There may be something wrong with your account. Being logged in and then being redirected to the error page means that either you didn’t complete the sign-up process (by entering payment details) or your account has expired. To complete your sign-up, please visit the join page or in the case of an expired account, please visit your subscriptions page to rejoin.
If you’ve tried to reset your password but you don’t receive the email:
Sometimes the email sends instantly, and sometimes it takes awhile to show up in your inbox. Firstly, please ensure that you check your spam folder or the promotions tab (gmail), and if it’s not there, please wait and continue to check your inbox. If the email still hasn’t shown up after 10 minutes, please contact support using the contact form below and we’ll happily reset it manually for you.
I keep seeing an error page
You’re trying to access protected pages without being signed in. To access the membership content you must be signed in with an active account, otherwise the system redirects you to the error page. Simply log in using the sign-in form and try accessing that page again.
You’re logged in but your account isn’t active.Trying to access member content with an inactive account will result in you being redirected to the error page. Your account may be inactive for the following reasons:
- You didn’t complete the sign-up process (by entering valid payment details after creating your account): please visit the join page to complete your sign-up
- Your account has expired after cancelling – please visit your subscriptions page to rejoin
- Your account was automatically cancelled after a number of failed payment attempts – please visit your subscriptions page to rejoin
If you feel that you should be able to access the membership site and you keep seeing the error page, please contact support by filling in the form below and we’ll be happy to assist you.
I'm trying to join but it says my email address has already been used
If you’ve been a member at any stage in the past, or if you’ve tried to join previously and didn’t successfully complete the sign-up process, then you’ll see that error. This just means that the system has already created a user for you with that email address. Simply login first and then revisit the join page.
Can I upgrade from monthly membership to an annual membership?
Yes certainly! We’d love to have you upgrade your subscription to an annual membership.Please contact us on the support form below and we’ll be happy to help you out.
Do you offer one-on-one consultations or strategy sessions?
Can I put my account on hold?
How can I cancel my account?
You can cancel your account at any time.Head to your account page and navigate to the customer hub. Enter your email address and you will be emailed a link to login to the customer hub. Once inside, click on “subscriptions”, click to view your current subscription and you will be able to cancel.
Once you cancel your account you will retain access to the Academy until your current subscription period ends. You can, of course, rejoin anytime in the future! Remember that as a member, you lock in the price you join at. If we increase the price for membership you will continue to pay the same amount for the lifetime of your membership so if you choose to cancel and rejoin in the future, you will need to pay the updated amount.
My payment has failed, what should I do?
If your payment fails, not to worry!
If you’re paying by credit card, your account will not be cancelled until the payment processor retries to collect payment and fails 3 times. To update your billing information, simply visit your account page. Please ensure your card has adequate funds before the transaction is processed again. Our payment processor will try again 3 days after the first failed attempt, then 5 days after that, then 7 days after that. If the three attempts fail, your account will be cancelled and you will need to sign-up again with a new subscription.
If paying by PayPal and your payment fails, you will need to update your card details within your PayPal account, or ensure that there are adequate funds in your account before the transaction is processed again. PayPal will continue to attempt to collect payment unless you cancel your subscription.
In both cases, you will lose access to the Academy until a successful payment has been processed. If your membership does end up being cancelled due to multiple failed payments and you wish to rejoin the Academy, you will need to sign-up again with the current membership price i.e. if you were on a lower rate and the price was increased during your membership, you will need to subscribe at the current higher rate.