Help & Support

PLEASE TRY THE FOLLOWING SUGGESTIONS FOR THESE COMMON ISSUES:

TROUBLE PURCHASING

"I am trying to purchase and get the message that the email already exists.  Help!"

The reason you are getting that is that you already have a customer account on my site with your past purchases.  From that page to order, when you enter that email address and it comes up with that message, look just below that where it says "An account already exists with this email address. Is this you? SIGN IN" and then you click on Sign In, and you should be able to login with your existing account to complete the purchase.

If this doesn't work, please clear your cache and cookies.  Close out of the browser, and then try again. 

TROUBLE ACCESSING YOUR EXTENDED READING:

Immediately upon purchase, you should be redirected to your personal video page. 

Additionally, you are also sent an email to the address you used to purchase.  My web site system automatically generates your own personal private link, and emails it immediately upon successful purchase.  Please check any spam or junk mail folders.

If you entered your email address incorrectly to purchase, you will NOT receive your link as the email will not make it to you with a typo.   You will, however, be sent directly to your personal video page anyway once you purchase, which you can bookmark to save for later.   

IF YOU HAVE PURCHASED BEFORE AND TRY TO LOGIN FROM MY WEB SITE (upper right hand corner Login on menu):

The login part is confusing, as that is a feature on my web platform that is for my online programs and subscriptions ONLY, and not for accessing extended readings.  (I wish it was because it causes confusion but there is nothing I can do to change that).

Please also do not try to access your extended reading by going to the YouTube video and clicking the link you used to purchase – as that is a purchase-only link.  You will be prompted to purchase and you do not have to purchase again in order to view.

IF YOU ARE HAVING TROUBLE LOGGING IN FROM THE ORDER PAGE (as a previous customer)

(i.e. it’s telling you the email is already taken, etc.), please try the following steps: 

  1. Use a different browser
  2. Use your current browser in Private mode
  3. Clear cache and cookies

Taking these steps will allow you to login with your email address you previously used with the password you set up.

IF YOUR VIDEO ISN’T LOADING:

Please allow for bandwidth and video uploading time. The files are very large, and with older phones and systems, it might take more time. 

Please allow for browsers, internet speeds, and bandwidth issues before emailing us.  Also, please try using a different browser, or a different device (computer, tablet or mobile phone).

I test every video and purchase process on my end before making my YouTube video live, and make sure it’s working as it’s supposed to.  This includes sound and video.  If it’s working on our end, but not yours, it’s something specific to your device or setup. 

IF VIDEO HAS NO VOLUME:

Please check that the mute button on the video player on the page (looks like a microphone) does NOT have an “x” on it, which means the player is muted.  Simply click on it again to unmute.  Also, make sure the volume is turned up on the video player on the page, as well as on your actual device. 

PAYPAL ISSUES:

If you are using Paypal from a mobile device, please try to use it on a computer as that works seamlessly. The mobile platform for PayPal seems to be the culprit for many of the issues with their service.

If you are using a mobile device, please open Paypal and login first – before clicking the link on my site to purchase.  This will prevent you from having to login multiple times.

IF YOU HAVE BEEN CHARGED TWICE:

Please know, that any duplicate charges are a result of clicking “purchase now” more than once (and not computer error on my site).  Please be patient when purchasing and allowing the system to do its thing, otherwise it may charge you twice. 

Please email us with the email you used to pay for the reading, along with if you used PayPal or a credit card on my site, and the name of the video you purchased.  We will be happy to refund you for the duplicate purchase.  Please also allow up to 10 days to see the credit reflected on your statement. 

Also, if you see a double charge, please allow a couple of days for your bank to rectify what you see on your account.  Sometimes “pending” charges show up in duplicate before that happens.  

IF YOU HAVE A QUESTION ABOUT A CHARGE OR PAYMENT:

Before contacting your bank, please contact us HERE, and we would be happy to help you. 

IF YOU ARE A SUBSCRIBER TO THE SOUL GROWTH ACCELERATOR :

My payment failed, yet I added my new card later and payment went through and now I still can't access my videos.  

When your automatic payment fails, your access to the subscription is revoked.  If you have not canceled your account, the system does try again multiple times a few days apart, and once your payment go through, you need to email customer service at [email protected] with the subject "REINSTATE" from the email you used to purchase to re-activate your account as this doesn't unfortunately happen automatically in the system.  We apologize for any inconvenience but will get you reinstated as soon as possible.  You won't lose any videos that were released while you didn't have access, they will all be there.

PLEASE NOTE:  If your payment fails 4 times in a row, your account will automatically be cancelled.  Your account will not be able to be reinstated at the previous point you left off (due to software limitations) so please be attentive to any failed payment notifications. 

How do I cancel my subscription?

It is up to each customer to easily cancel themselves via the instructions found in the "How to cancel your subscription" post in the first section when you login to the Soul Growth Accelerator.  To view these instructions, click here.

Please do not email or reply to an automated email (receipt, announcement you receive, notice from Paypal, etc.) or fill out the customer service form on this page to cancel as your subscription will not be considered cancelled.  The system is intentionally set up so each customer can easily cancel themselves and we don't want you sending an email thinking you've been cancelled when you haven't.

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