Support FAQs

Card processing issues are often caused by a restriction set by the cardholder's bank. From insufficient funds, to an overzealous fraud system, payment failures can happen for a number of reasons. As a quick first step, try a different card.

Often, this issue is caused by a browser problem on your computer. We recommend that all internet browsers be up to date. If you're not sure what browser you're using you can check out here: https://www.whatsmybrowser.org/

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Here are some basic browser troubleshooting steps that are a great starting point:

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1. Clear cache and restart the browser. Also check if you’re using the newest version of the browser.
2. Try a different browser (we like Google Chrome)
3. Try an Incognito / Private Window (this will rule out an issue with browser extensions).
4. Restart the device (it's a cliche but it works!).
5. If possible, try a different device!
6. If possible, try a different internet connection! Some firewalls occasionally block our video provider.

You can reset your password by clicking here and then selecting Forgot my password.

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After inputting your email address and selecting Forgot my password, you will receive an email with a link to reset your password. This email can take up to 5-10 minutes to be received. Note that if you click Forgot my password many times, multiple emails will be sent and only the reset link in the most recent email will work.

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If you get an error when you click the reset link that says Error: reset token failed, this is usually because you clicked Forgot my password many times and are attempting to use an old link. It can also happen if you click on a link that is over 6 hours old.

We use Stripe for our payment processor. When a payment in Stripe is attempted and fails, that you will automatically lose access to the Academy. If the issue is addressed (e.g. update an expired card) and payment is successful, access will be restored.