Having problems with your account? Experiencing difficulty using the website? Have a question about an Academy feature? Check the FAQs below for a quick and easy answer:
Can I Upgrade to An Annual Membership?
Yes! We’d love to have you upgrade your subscription to an annual membership.
To do so please go to your account page and you should see a green box at the bottom of the page with a link to upgrade. If you don’t see this for any reason, just let us know.
Your account will be pro-rated to take account of any time you have remaining on your current subscription period, so your annual payment may not be taken immediately. You will be told on the checkout page when payment will be taken however.
How Can I cancel my account?
You can cancel your account at any time by going to your account page and selecting the Subscriptions tab. Here you will see an option to ‘Cancel’ next to your current subscription.
Click the Cancel link, selecting the reason you wish to cancel and then confirm your cancellation and you’re all done. You’ll receive an email confirmation that cancellation was successful. (please note that once selecting a reason you will need to confirm your cancellation on the next page – if you don’t do this your cancellation will not be processed)
Once you cancel your account you will retain access to the Academy until your current subscription period ends. You can of course rejoin anytime in the future!
Please cancel your account BEFORE your next payment is due. We are in the UK so any date you see in your account is based on the UK timezone and so it is best to cancel at least 24 hours in advance to ensure you are not charged due to time differences. You will retain access to the Academy until your next payment is due, so you can cancel as far in advance as you would like.
My payment as failed, what should i do?
These things happen! Don’t worry though, your account will not be cancelled until your payment fails 4 times.
If you pay by credit card and you know that your card details have changed then you can go to your account page, select the Subscriptions tab and you should see a link to ‘Update Billing Details’. Once you change your card details your payment will be processed immediately.
If you pay by PayPal please ensure that there are adequate funds in your account so that payment will go through when payment is tried again. Unfortunately there is no way to change when PayPal will attempt to take payments, or to push the payment through earlier.
Payment will automatically be tried again by our payment processors 4-5 days after a failed payment, but you will lose access to the Academy until payment is successful. We will try to collect payment 4 times after which your account will be automatically cancelled.
If your subscription is cancelled due to failed payments, you will need to sign up with a new subscription if you would like to regain access to the Academy.
Please contact us using the form below if you have any further questions about failed payments.
I’m RECEIVING an error message saying i don’t have access to this content?
Please go to your account page, select the Subscriptions tab and check that your membership subscription is showing as active.
If your subscription is current then please try logging out of your account, clearing your browser cache and then logging back in again.
If this does not fix the issue please contact us using the form below and let us know what page you are receiving this error for.
Do you offer one-to-one private lessons?
I don’t currently provide any one-to-one lessons, but I’m more than happy to answer any questions you have in the membership forum and you can also request feedback on different areas of your playing.
If your question isn’t answered above, please use the form below to get in touch with our support team and we’ll get back to you as soon as we can. Our email support hours are 9am to 8pm GMT (UK time) and we’ll aim to get back to you as quickly as possible.