Having problems with your account? Experiencing difficulty using the website? Have a question about an Academy feature? Check the FAQs below for a quick and easy answer:

 

HOW DO I CHANGE MY MEMBERSHIP TIER?

You can change between our Standard and Pro tiers quickly and easily.

To downgrade to the Standard tier, click here.

To upgrade to the Premium tier, click here.

The switch happens immediately, and any time left on your current subscription will be automatically pro-rated, to ensure that you are not double charged for any time.

As long as you are already logged into your current account, you will simply need to re-enter your payment details to create the new subscription, and any existing progress will be kept (if you are asked to create a username and password, this means you are not logged in)

I’M RECEIVING AN ERROR MESSAGE

Please go to your account page select the Subscriptions tab and check that your membership subscription is showing as active.

If your subscription is current then please try logging out of your account, clearing your browser cache and then logging back in again.

If this does not fix the issue please contact us using the form below and let us know what page you are receiving this error for and the specific error that you’re seeing.

CAN I UPGRADE TO ANNUAL SUBSCRIPTION?

Yes! We’d love to have you upgrade your subscription to an annual membership.

To become an Annual Pro member simply click here and you will be taken to the upgrade page. Once you enter your payment details and click to sign up, your subscription will be switched to annual and your current monthly subscription automatically cancelled.

Please note your account will be pro-rated to take account of any time you have remaining on your current subscription period, so you may see an altered price on the checkout page.

You can also become an annual standard member here.

MY PAYMENT HAS FAILED, WHAT SHOULD I DO?

These things happen! Don’t worry though, your account will not be cancelled until your payment fails 4 times.

If you pay by credit card and you know that your card details have changed, then you can go to your account page select the Subscriptions tab and you should see a link to ‘Change/Update Billing Details’. Once you change your card details your payment will be processed immediately.

If you pay by PayPal please ensure that there are adequate funds in your account so that payment will go through when payment is tried again. Unfortunately, there is no way to change when PayPal will attempt to take payments, or to push the payment through earlier.

Please contact us using the form below if you have any further questions about failed payments.

HOW CAN I CANCEL MY ACCOUNT?

You can cancel your account at any time by going to your account page and selecting the Subscriptions tab. Here you will see an option to ‘Cancel’ next to your current subscription.

Click the Cancel link, select the reason you wish to cancel and then confirm your cancellation and you’re all done. You’ll receive an email confirmation that cancellation was successful. (please note that once selecting a reason you will need to confirm you cancellation on the next page – if you don’t do this your cancellation will not be processed)

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!

Please cancel your account BEFORE your next payment is due and avoid leaving it to the last minute. We are in the UK so any date you see in your account is based on the UK timezone and so it is best to cancel at least 24 hours in advance of your billing date to ensure you are not charged due to time differences. You will retain access to the Academy until your next payment is due, so you can cancel as far in advance as you would like.

CAN I PAUSE MY SUBSCRIPTION?

We understand that sometimes circumstances might change and you may need to take a little break, but don’t want to actually cancel your membership.

To make things easier for you, if you have a monthly subscription you can pause your account for up to 3 months without losing your current pricing.

To pause your account:

Use the contact form below to let us know you would like to pause your account

You’ll receive an email confirming that your account has been paused (if you don’t receive this within 48 hours, please let us know)

Your pause will start at your next billing date and you will retain access to the Academy until that date

Once paused you will lose all access to content, calls and the community

You can return anytime within the 3 month period by clicking the resume link on your account page, or by contacting us (please note if you pay via PayPal, your subscription will not be resumed until your original payment date e.g. if you originally joined on the 5th of the month and resume on the 20th, access will not be restored until the 5th of the following month when payment is taken again. If you pay via Stripe/Credit Card your access will be immediately reinstated on resuming your account)

After 3 months of being on pause, our system will automatically cancel your account if you haven’t resumed (don’t worry, we’ll send you a reminder so you don’t miss the chance to come back!).

Pausing is only available for monthly memberships as a pause only takes effect on your next billing date (i.e. it doesn’t freeze time now and add that time on later, it freezes your subscription payments).

You can only pause your account once per year.

DO YOU OFFER ONE-TO-ONE CONSULTATIONS?

We can be hired for Private Relationship Coaching. If you are a Premium member however, you can utilize the Pick Our Brains feature to send us your questions via video or audio whenever you need and we’ll send you a personal video reply, or you can utilize the Private Coaching section of the forum for text-based discussion. Both of these options provide private access to us.