Help FAQs

Video playback

Most video playback issues are solved by clearing your web browser’s cache and cookies or logging out and logging back in.

Below are some troubleshooting tips that may solve your issue:

  1. If you’re experiencing excessive buffering during playback, it’s probably because your Internet connection cannot support continuous playback of the selected video quality. Switch to “Auto” in the quality menu if available. This will allow the player to select the best quality video file to stream. If “Auto” is not available, switch to one of the lower quality options.
  2. Close extra browser tabs or other applications that may be using up your bandwidth. If this doesn’t work, log out of, close your browser, and then log back in again.
  3. Try clearing your browser’s cache and cookies. To clear the cache in your browser hold down the shift button and reload the page. This method resets the information about the page that’s stored in your browser.
  4. See if restarting your computer solves the problem.
  5. Try using a different web browser. The videos should play on any of the following: Chrome, Safari, Firefox, Opera, and Internet Explorer. Whichever browser you prefer, please use the most up-to-date version available to ensure that everything on the site works smoothly.
  6. Make sure your operating system has all its important updates.

If you can view the course video, but you have no audio, you can try these troubleshooting tips:

  1. You may need to adjust your computer’s volume or verify that the speakers are plugged in.
  2. Check that your earphones aren’t plugged in.
  3. You can also try rebooting the computer, as it may be driver or plugin related.

Order and Billing Questions

To ensure the privacy of member information, your order and billing information is available for review when you’re logged into your account.

To view your order and billing history:

  1. Sign in to
  2. Hover over Hello, [Your Name] at the top right of any page.
  3. Select My Account.
  4. From the Dashboard, select ‘Orders’ in the left hand navigation menu.
  5. Select the relevant order and click ‘View’.
  6. Your order and account billing details will be displayed.

Account Questions

To change your password

Hover over Hello, [Your Name] My Account at the top right of any page.

  1. Select My Account.
  2. From the Dashboard, select ‘Account Details’ in the left hand navigation menu.
  3. Your password information can be changed here.

Have you checked the FAQ section above? Answers to most of the questions we recieve are listed above.

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