Don’t worry, we are here every single day to help you fix whatever problem is slowing you down! In 99% of cases, tech issues can be resolved via the below troubleshooting steps. Please skim these before emailing us at CustomerSupport@debramacleod.com. Even if these steps don’t resolve your issue, they will help us isolate it so that we can get you up and running quickly and with a minimum of back-and-forth emails. Thank you!
By far, the most common reason for this is when a new course-taker accidentally mistypes their email address when creating an account – this will allow you to access the program initially, but you won’t be able to sign back in. If you suspect you may have done this, please email CustomerSupport@debramacleod.com so we can quickly correct the situation. Please include a) your full name, b) your correct email address, and c) the course you are enrolled in.
It is also common for a person with multiple email addresses to forget which email address they used to enroll in a course and to try signing-in with an incorrect email address.
Another reason for sign-in problems is a mistyped or forgotten password. If you need to reset your password, you can use the Forgot Password? link (url: https://programs.debramacleod.com/users/password/new).
Finally, you may be unable to access an account or course because your enrollment period has expired (as a security measure, enrollments of streaming programs are for a one-year period: if there hasn’t been any recent activity in your program, it may therefore have expired); however, we offer no-hassle free re-enrollments for as long as you need. Contact CustomerSupport@DebraMacleod.com for fast, friendly help – we’ll get you back into your course soon.
If you haven’t received the email link within a few minutes of requesting it from the Forgot Password? page, please ensure you have entered the correct email address (that is, the one you used to create an account with us). Please also check your spam folder. If that doesn’t solve the mystery, it’s possible that your email provider has blocked the reset password email link: this is a rare and random occurrence, and while the issue is not with our platform, we can still help! Email us at CustomerSupport@debramacleod.com and we will get you back into your course very quickly.
Reason #1: WiFi / Internet hiccup – check your connection (and remember to give the audio time to load).
Reason #2: In a quirk that seems to mostly affect iPhones, audio may randomly freeze, particularly in the first few minutes of play. Please know that this issue is not due to our platform – iPhone users have reported similar issues with Audible and other large platforms as well.
In most cases, this issue can be fixed by closing any other background apps or pages, clearing the cache / history on your phone, updating your browser to the latest version, and then re-starting your phone.
If that doesn’t work, you may have to tap “play” again, or drag the audio bar several moments ahead and tap “play” again. Alternatively, you can simply access the program on another device. We know this can be frustrating, but we assure you this problem is very rare and that the issue is not with our course platform.
In order to make sure your courses run properly, please make sure your desktop or device has the following:
for desktop: the most recent version of Chrome, Firefox, Safari or Microsoft Edge
for mobile: the most recent version of iOS Safari: 11 and up, Chrome or Samsung Internet
In addition, and depending which part of the course you are accessing, you will require:
Graphic and audio output capability
Broadband internet connection with a minimum speed of 5Mbps (recommended)
TLS 1.2 supported by your web browser
The course walk-through video at the bottom of this page can help you learn to navigate your course. Once you sign-in to a crash course for the first time, you will need to spend a few moments finding your way around. A course and its various features will load, appear and function differently on different devices, models and browsers. You will need to locate the menu button and your student dashboard.
Once you begin (or resume) your course, you will see that it is arranged in three distinct parts – Part 1, Part 2 and Part 3 – according to subject matter. The exception is the course New You, Renewed Marriage // Improving Interactions & Intimacy, whose three-part structure is arranged as Part 1A, Part 1B and Part 2.
Each of these separate parts contains: a) a brief written welcome, b) the main audio content, c) the audio content with calming video and; d) a program supplement.
All parts of your course are displayed in drop-down format. To access the audio content, click on the part of the course you want to listen to – Part 1, 2 or 3 – and then click on the corresponding audio content for that part. You will then see the playback bar. This playback bar usually appears at the top of the screen, with the audio time markers and course topics listed below it. You can drag the audio playback bar back and forth to locate certain topics. I am confident that you will enjoy an easy, comfortable learner experience after a few moments of orienting yourself.
When you initially enrolled in your course, I sent you a “Getting Started” email that included some excellent tips and links to help you get the most out of your course. If you haven’t reviewed that, it really is worth your while to do so.
Please bear in mind that a course and its various features will load, appear and function differently on different devices, models and browsers: please take a few moments to let the course fully load, and to learn where each feature is on your device, before assuming it is missing or not working. The course walk-through video tutorial at the bottom of this page can help you become familiar with your course.
If something isn’t working or displaying, try refreshing the page, or signing out and back in, so that the course can re-load. You can also try clearing your cache, ensuring that “cookies” are enabled and re-starting your device. If you continue to have trouble locating certain elements of the course or getting them to work on your device, we ask that you try another device and/or browser to see if that works. You should also check your Internet connection and speed. These steps will help our customer support zero in on the issue to provide you with the fastest and best support.
Because there are many different devices, models and browsers on the market, the particular elements of a course – including audio features like the playback bar – may load, appear and function differently depending on the device, model and browser you are using. For example, the way a course and the audio playback bar appears or functions on a late-model android using Chrome may differ from the way it appears or functions on an older laptop using Internet Explorer. Also, remember that these are streaming courses, so they may take a few moments to fully load on your device, depending on your Internet connection.
If you’re having problems like this (e.g. playback bar not showing time, can’t find play button), please try refreshing the page, clearing your cache, ensuring “cookies” are enabled and/or re-starting your device…that’s a magic move that often helps. If you continue to have trouble locating certain elements of the course or getting them to work on your device, we ask that you try another device and/or browser to see if that works. This will help our customer support zero in on the issue.
Because your course is a streaming program, problems with audio or video playback are almost always due to the Internet connection you are using. It’s no different than using Netflix, YouTube, Spotify, etc. – if your Internet connection isn’t working properly, you’re going to experience problems. Checking your connection and/or refreshing the page should help. It may take a moment for the audio to load, especially if you are moving the playback bar back or forward. If you experience frequent problems with playback, try a different device or contact your service provider to see whether there is an issue.
Yes, you can adjust the audio playback bar back and forth by dragging it. If you wish to locate or re-listen to a particular topic in the audio content, please refer to the audio time markers which are usually located just under the audio playback bar. You can drag the playback bar to the approximate start-time of your preferred topic. Because these are streaming courses, time markers are approximate: we recommend that you drag the bar to a spot one or two minutes before the topic you want to listen to. It may take a moment or two for the audio to load/adjust, so please be patient. If you continue to have trouble with the playback bar, we ask that you try another device to see if that works. We will need to know whether the issue is with your device or our platform, and you can help us zero in on that.
Absolutely. You have access to all parts of your course(s) for the term of your enrollment, and can listen to the audio as many times as you wish. In fact, I want you to re-visit your course and review! If you see that your course or a part of your course is marked as complete, simply ignore it – being marked as complete has no bearing on your ability to access your course. Sign-in to your account as usual, open your course and then click on the part you want to review in the drop-down menu.
The most common reason for the website being unavailable is regularly scheduled maintenance: this is necessary on occasion to improve the performance and security of the site. It is more unlikely, but always possible, that services may be interrupted by server issues and other technical matters that are beyond our control – that’s the frustrating side of the Internet. Although our servers and third-party sites are the most reputable and reliable ones available, it happens. If it’s happening to you, please accept our apologies and know that our excellent partners are working hard to restore service to you and to the millions of other people who are swearing at their screens! Our services and platform are closely monitored every single day, and we are doing the best we can for you.
- Double-check that you are signing-in with your correct email address (e.g. the one you used to enroll in your course)
- Spend a few moments learning how the course loads, appears and functions on your particular device and screen (e.g. find the menu button, drop-down bars, Parts 1, 2, and 3, etc.). You may wish to watch the video walk-through tutorial, below
- Refresh the page
- Give the page or feature (e.g. the audio playback bar) time to fully load
- Clear your cache
- Ensure that “cookies” are enabled on your device
- Sign-out of your account and course, and then sign-in again
- Re-start your device
- Try a different device
- Try a different browser
- Check your Internet connection
- Contact your Internet service provider regarding possible Internet connection issues
- If the issue stems from a server problem or third-party site, please give it some time and check back…in such cases, millions of users are affected and the powers-that-be are working furiously to restore service
Contact Customer Support for Personlized help
Email CustomerSupport@debramacleod.com for personalized help. Please provide as much of the below info as you can. The more info you can provide, the faster we can help and the fewer back-and-forth emails will be required.
- your full name and the email address you used to enroll in your course (so we can identify you)
- what troubleshooting steps, above, you’ve already tried (so we can quickly isolate the problem)
- what specific course you’re having problems with
- what device and browser you are using
- whether you had the same problem on other devices or browsers (again, so we can isolate the problem)
- it is also helpful if you can send a screenshot of what you’re seeing
When will you hear back? We aim to respond to all emails as quickly as possible. If it’s daylight hours in North America, you will often receive a response within the hour. If you email during the night, you’ll typically hear back early the next morning. Sometimes, however, it may take up to 24 hours for us to investigate and come up with a solution. You can be confident, however, that we regularly monitor our services and incoming email, and that we are working as quickly as possible to assist you. We know you’re frustrated and we really do want to help!