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Tech Support

Hello,

Below is information on solutions for a few common problems that people have with their computers or phones while using the site, or with billing.

Here is a list of the sections that you can scroll to:

  1. How to Manage Your Account, Change Your Card Information, or Cancel
  2. Site Functions, Problems With Using Pages or Sounds
  3. Cancelling During the Free Trial
  4. Why We Don’t Give Refunds After Payments are Made
  5. Login Problems and Password Help

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1- How to Manage Your Account, Change Your Card Information, or Cancel:

To access the account management areas, please click on Account in the site menu options. There will be instructions on how to change your card information or cancel your membership. If you are having problems logging in, please go to the section on this page for Login Problems.

2- Site Functions, Problems With Using Pages or Sounds:

The website is monitored and maintained daily by a respected company in Northern California to make sure it is working properly. We make sure that there aren’t technical problems, but people sometimes still have problems because of their browsers, phones, computers, or internet.  Sometimes people say they can’t use certain pages or sounds properly. One thing to do that might fix these problems is to do the following:

  1. Close all browsers.
  2. Open a new browser without going to a new web page.
  3. Then, clear all history and clear the “cache” in the history. There are instructions online on YouTube or other places to guide you with the type of browser you use.
  4. Then go to the site.
  5. If that doesn’t work, try another browser or device.
  6. If the website is not working for technical reasons that you can’t fix, you can go to the section below called Refunds for Technical Problems.

3- Cancelling During the Free Trial:

Members who are in their free trail can use the site for free until last day of their free trial, up until the exact same time of day that they signed up. This means that you won’t be charged until the last day of your trial period until the same time of day that you signed up, If you don’t cancel by time and day, you will be charged. The system is consistently accurate, and people sometimes think they cancelled in time when they didn’t. We have never seen the accounting system we use (Stripe.com) be inaccurate.

4- Login Problems and Password Help:

As mentioned above, we use a professional site maintenance company to keep the site working. The site is tested and used daily by people around the world. If for some reason you have a technical problem logging in, you can try the following:

  1. If you forgot your password or want to reset it, there is a password reset link on the login page under the area for entering your email and password. You need to use the same email that you used to create your account to reset your password.
  2. If you don’t know which email you used to sign up, you can search in your emails for a Welcome email from us that was sent to you on the day you signed up. It will come from soundmeditation@mail.com. You should find it if you search for SoundTherapy.com in your email. Please check your spam folder if you don’t find it. If you have multiple emails that you use, please search all your emails until you find the welcome email. The welcome email has your login information and important links to use the site.
  3. We ask users to manage their login information, and that they take full responsibility for managing or cancelling their membership. We do not give refunds because someone decides the site is not what they expected or wanted after the free trial. We hope you understand.
  4. The site is checked daily to make sure people can access their account pages to change their card information or cancel. We only offer support for login help, and ask that members manage their own memberships if they can log in. If you tried all the above and still cannot log in to the site, you can click on the link below to contact support for login help.
Click here to go to the Login Help contact form and page.

5- Why We Don’t Give Refunds After Payments are Made:

Our website memberships are sold like a course or a book with a free trial so that people can use the material and see if the material is something they want. Please think of it as like buying something that is sold “as is” after you have a chance to test it.

We don’t give refunds if you cancel after your free trial because there are large costs for this that detract from us spending more money on marketing dollars to help more people. We hope you understand. The percentage of people who decide to keep the service is higher than the average subscription site, and the percentage of people who keep their subscription each month is higher than most subscription memberships. This tells us that the product is seen as having good quality by most people.

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We hope the above solves any problem you have with the site. Also, please do not contact Peter Meilahn, MA, Licensed Professional Counselor for support. He developed the clinical guidance system, and doesn’t communicate with members for tech support issues.

Like we mentioned above, the site is tested daily to make sure that it works properly for users to access the content, and people keep their memberships more than most subscription sites, which tells us that it is generally working well. Unfortunately, there are problems that people have with browsers or passwords that are sometimes out of our control.

Thanks, Tech Support

Sound Therapy