Account Support FAQ

We want every member of the Freedom of Mind Resource Centre to be able to access their courses, community, and resources. 

As part of our efforts to create a seamless experience, we recognize that sometimes, troubleshooting is needed — especially when dealing with technology.  

Here are our top FAQs when needing to sort out an issue on this site.

I Can't Purchase A Course / My Card Was Declined

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.

I Forgot My Password

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

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.

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.

How can I access my account details?

Once you log into the platform, you can click the icon in the top left corner and choose "My Account".

How can I update my profile, password, and notifications and access my certificates, billing, and order history? 

You can do all of this and more in the "My Account" area.

Content & Curriculum FAQ

Why can't I access my course?

If you have successfully logged in and don't see your purchased course on your dashboard, please double-check the email under which your receipt was sent and the email you are logged in with. Sometimes, an email is used when purchasing and swapped when logging in.

I Am Having Trouble Viewing Videos

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:

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

  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. 

Don't see your question here? Issue not resolved? Email us.