Support / FAQ
WHICH BROWSERS WORK BEST?
While many of our customers use browsers such as Safari and Firefox without any issues, we do sometimes see oddities when using these browsers especially if they are not up to date.
We recommend using the latest version of Google Chrome for the best user experience.
We do not support browser versions that are more than 5 years old or Internet Explorer.
MY CREDIT CARD IS BEING DECLINED. WHY IS THAT?
Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.
HOW DO I UPDATE MY CREDIT CARD?
Changing your credit card information is easy. Sign in to the series, then follow these simple steps:
MY ACCOUNT > Billing
I CAN'T REMEMBER MY PASSWORD. WHAT DO I DO?
If you have forgotten your password, simply click on “Sign In” from the Menu. You will be taken to the Sign In page. Click “Forgot Password”, enter your email address when prompted and click “Send Instructions”. You will then be sent an email with instructions on how to reset your password.
HOW DO I CHANGE MY PASSWORD?
Once signed in, you can change your password by selecting MY ACCOUNT > PASSWORD in the menu.
I CLICKED ON THE "FORGOT PASSWORD" LINK BUT NEVER RECEIVED A RESET PASSWORD EMAIL. WHAT DO I DO NOW?
Try checking to see if it was accidentally sorted into your spam folder in your inbox. Also, make sure that the email you’re checking is the same as the one used on your account. If all else fails, contact us at email@example.com and we’ll assist you in getting back in.
HOW LONG DO I HAVE ACCESS TO MY PURCHASES?
You have access for 1 year.
CAN I GET A REFUND?
Purchases are non-refundable.
MY VIDEO DOESN’T PLAY BACK SMOOTHLY. HOW CAN I FIX THIS?
Video playback depends on many factors including the computer/device being used, the internet browser, internet connection quality, and many other variables. If there are playback issues, try viewing the video in a different web browser. If that doesn’t help, try using a different computer/device and making sure your internet connection is strong. These are usually the simple fixes for playback issues you may have.
Additionally, some older versions of Android (prior to version 4.3) did not manage secure video playback well. This is an Android issue which can easily be resolved by ensuring you have the latest version of Android installed on your device along with Google Chrome. Some Android devices, such as Samsung phones, come with a custom browser that does not support secure video playback. Please ensure you are actually running Google Chrome on your Android device.
MORE TIPS TO HELP PLAYBACK ISSUES:
1. Make sure you have a fast and stable internet connection. We recommend a minimum download speed of 10Mbps for smooth playback.
2. Try refreshing your browser, or switching to a modern browser like Google Chrome, Firefox or Safari.
3. Restart your wireless router or modem.
HOW DO I GET IN CONTACT?
For series-related inquiries, email firstname.lastname@example.org.
For coaching inquiries visit www.petercrone.com/coaching
For speaking inquiries, email email@example.com.