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Technical Support for our Online Programs

How to Access Programs

The program is available to watch at your own pace and as many times as you like! You will have access to the program from your date of purchase. If your access expires before you complete, you can purchase additional access by clicking "Get More Time".

I can't click on the session in the Table of Contents

Each entry on the Table of Contents will become a clickable link after you have visited that session page. To reach a session page that you haven't been to before requires clicking the "Next" button at the bottom of the preceding page.

That is:

  • When you first visit the Table of Contents page, none of the entries will be clickable links
  • In order to reach the first session page, for the first time, you'll need to click the "Next" button at the bottom of the Table of Contents page
    • Then, if you return to the Table of Contents page, the link for the first session page will now be a clickable link -- ie, since you've now been to that page
    • And the entries on the Table of Contents page for the second session (and further) will still not be clickable links, because you haven't been to those pages yet
  • In order to reach the second session page, for the first time, you'll need to click the "Next" button at the bottom of the first session page
    • Then, if you return to the Table of Contents page, the link for the second session page will now be a clickable link -- ie, since you've now been to that page
    • And the entries on the Table of Contents page for the third session (and further) will still not be clickable links, because you haven't been to those pages yet
  • And so on

Or more simply:

  • To reach a session page that you have not been to before, you'll need to click the "Next" button on the preceding page
  • To reach a session page that you have already been to before, you can use the links on the Table of Contents page (and also the links in the "Course Menu")

"Next" Button Isn't working

Completely watch the video first. This enables the browser to correctly track your time and enable the "Next" button for your continuation.

If you completely watched the video and the button still says "Next (available in x minutes)", there could be a privacy or antivirus setting preventing your browser from tracking time.

Or, if you've had the screen up for a long time with the video paused, your browser may need to restart to track the correct time.

If the "Next" button says "Next (available in x minutes)" OR clicking "Next" doesn't do anything, try these steps:

  • Reload the page
  • Log out of and log back in
  • Quit and restart the browser
  • Make sure your privacy settings allow Javascript
    • For example for Chrome, it's in:
      • Settings -> Advanced -> Content Settings -> Javascript
      • It should say "Allowed"
  • Check any antivirus settings you might have for anything that might block Javascript in the web browser
  • Try a different web browser application if you can: Chrome, Firefox, Safari, etc.

Also check:

  • While watching the video, does the time on the button change; is it counting down each minute? Or is the time in the button frozen and never changes?
  • When finished watching the video, has the time on the button reached 0 and become an active button?
  • When that happens and the button is active, make sure to click the button now, rather than just closing the browser window

If the above steps don't solve the problem...

Turn on Javascript

According to Wikipedia:

JavaScript, often abbreviated as JS, is a programming language that conforms to the ECMAScript specification. JavaScript is high-level, often just-in-time compiled, and multi-paradigm. It has curly-bracket syntax, dynamic typing, prototype-based object-orientation, and first-class functions.

Alongside HTML and CSS, JavaScript is one of the core technologies of the World Wide Web. Over 97% of websites use it.

We use Javascript to measure that you have Completely watched the video before engaging with the next video. This requirement supports you in learning and transforming your life.

View Enable Javascript for guidance.

Video Isn't Loading

The quality of your video depends upon your Internet Connection Download Speed. The minimum download speed required is 1 megabytes per second (Mbps). To find out your download speed, click on "Go!" at this link:

If your video isn't loading:
  • Check your download speed. If your download speed is less than 1 Mbps, increase your download speed through your internet service provider.
  • Close other applications and browser tabs on your computer to free up bandwidth.
  • If you're using wifi, try using a wired internet ethernet connection instead.
  • Make sure you're using the latest version of your browser: ( Chrome / Firefox / Safari / Opera / Internet Explorer )
  • Ask others who are using the same internet connection to refrain from downloading large files or streaming video (like Netflix).

Video is Buffering / Pausing / Stopping / Frozen

If the video is getting stuck (or freezing or stopping), that's usually related to network traffic. Frequent buffering can occur when your internet bandwidth does not support playback of the selected video quality. It can also happen when there are fluctuations in your internet service (this can happen during peak usage times in your area). Best thing to do is to try lowering the video quality so that it will need less network.

To reduce buffering or pausing while playing the video:

  • Change the video quality in the lower right of the video. Click the wheel-like icon to change the quality setting. Try "Auto" first; if that doesn't improve the playing, choose one of the lower numbers. The lower the number, the less network bandwidth it needs and the less prone it will be to freezing. To change the quality setting on mobile devices:
    • When the video is *not* full screen (e.g., before you start playing the video, or hitting "Done" from full-screen video mode to go back to the webpage), you can tap on the little wheel in the lower right
    • That should pop up a horizontal-scrolling choice of video resolutions (e.g. 1080p, 720p, 540p, 360p)
    • Choose 360p if it's not already selected
  • Close extra browser tabs, windows or other open applications that may be using extra bandwidth. If you have anything else that's downloading or using the internet data at the same time on your same network, try doing those at a different time. For instance, if anyone else on your network is streaming other video like Netflix, or an online PC or Xbox game, downloading files, or syncing Dropbox, etc.
  • Try improving the reliability of the network connection:
    • If you're using cellular data, try using a wifi connection instead. Cellular data in particular can vary or have limits of the amount of data usage while streaming, which can cause more pausing and buffering.
    • If you're using a public wifi connection, use a home or private wifi connection.
    • If you're using a wifi connection, try switching to a wired ethernet connection.
  • Try accessing it during off-peak times, when there's less network traffic from others in your area (since broadband traffic is often shared in a neighborhood).
  • Pause the video for a little while and let it buffer more of the video before playing it; if buffers the entire thing, then it shouldn't freeze while playing. In the progress bar at the bottom of the video, the solid grey part of the bar indicates how much it has buffered and you should see this grey part of the bar increase over time.
  • Try using a different browser, like Google Chrome; we've seen a few situations where it can behave a little better.
  • Check also the videos at these URLs to see if they play okay:
  • Our videos are hosted on See also Vimeo's help page for Playback quality and buffering issues

Video Isn't Playing Audio

If you're experiencing no audio when watching a video:

  • Check the volume on the video player -- the small vertical bars in the bottom right corner of the video should all be blue instead of dim or dark grey
  • Check the audio output and volume on the computer or mobile device
  • Restart the browser
  • Try a different browser
  • Try a different computer or mobile device


If your technical issue continues:

Submit a ticket:

* indicates required field


Email us directly to provide a screenshot of Debug Panel Result. Email To:

Please provide in your email:

  • Your Full Name used on your account
  • Your Email Address used on your account
  • The Course name and Session where you're experiencing a problem
  • Results of your speedtest from
  • A description of the problem, and a screenshot if possible
  • If you're having trouble playing videos, and you're using a Desktop Browser, you can also include debug results that can help us:
    • Hit "D" on your keyboard to bring up a Debug panel in the video player
    • Press Play and let the video play for at least a minute
    • Click the blue "Copy Debug Payload" button
    • Then paste that into the email (it'll be a long paragraph of random-looking text)