Tech Support - Frequently Asked Questions
I've just registered and I cannot log in
When you first register, you are sent an activation email. Please read that email and follow the instructions.
If for any reason you didn't receive this activation email. Please follow these instructions:
- Make sure your username and password are correct and try logging again, when you do this, you will be sent an activation e-mail again.
- If you did not receive an email, please check your junk mail or you may have provided an incorrect e-mail address.
- If you are sure the email address you provided is correct, contact us here.
I'm a member and I can't access the community site
There are several reasons why this could happen. First, be sure that your username and password are correct. You can request a password reset from the "Forgot Login?" link. Also make sure that your PayPal account is still current and your subscription hasn't expired. Please don't re-subscribe if the last payment on your subscription was successful. We've had issues with PayPal (out of our hands) creating duplicate subscriptions which go undetected when users re-subscribe while their current subscription is active. Lastly, delete cache and try agian. If you still can't log in, please contact us here.
I've paid but the system says my subscription has expired
If this happens please make sure to double check your subscription in PayPal and if the last payment request from PayPal was successful.
IMPORTANT: Don’t click on the reactivate or renew button until you're certain your current subscription has expired.
If you still have issues contact us here.
I've been away for a while can I reactivate my old account?
Yes, you can reactivate your old account if it's still on our system, even if you never finalized your subscription method. However, old subscriptions may have been deleted, but to find out just try to log in and see if your account is still in our system. Remember user accounts are independent of the method of payment or PayPal account. You can change those while keeping your ES profile account with us.
You can also use a different PayPal account to resubscribe your old membership if you'd like to.
How do I change the way I pay for my membership? Do I need to create a new account?
You can change payment methods and even PayPal accounts while keeping your same ES member account. Your ES account is separate from the PayPal subscription.
This is something you do through your PayPal account. At this point all our memberships are handled through PayPal. While it is not ideal, it is the best way for us so far.
Here is the best way I know how to do this (new PayPal instructions), but it might change at any time:
- Log in to PayPal
- Click on the icon at the top right to go to your profile information
- Click on the “My money” tab on the left side
- By “My Preapproved payments” click update
- Now you’ll see a table with your recurring payments (including old ones).
- Click on the one that says “Avatar of Ascension, LLC”, if you have more than one click on the one that says Active. If you have more than one AOA subscription active Please let us know right away as this should not be the case.
- Under “Payment method” you have a primary and backup payment method, the primary is probably “PayPal Balance” and you can’t change that, but for the backup method you can click change and make sure that it is the up to date card you’re using and not something that will not work.
- Make sure to save your change.
If there are no other funding sources available, add a new credit card:
- Click on the Profile subtab
- Choose the Credit Cards link from the Financial Information column
- Click Add
- Follow the on-screen instructions to add a new credit card to your PayPal account
To use a different PayPal account all together, you'll have to cancel the subscription, or wait till it expires and then renew with the new PayPal account.
Forgot user name or password. What can I do?
If you forgot your password click on "Forgot login?" at the top of the page and follow the instructions provided.
This will take you to a page where you will choose if you lost your user name or your password, then enter your email address and you will receive an immediate email with instructions on how to reset your password.
How can I change my password and other personal info?
You can change your password and all your personal info by first logging in and clicking on "View My Profile" at the top of the page. Scroll down and you'll see an "Edit Profile" Tab. Click on "Update Profile" link, then on the appropriate tab to update your information. You can change all your information including your password.
How do I cancel my membership?
If you wish to cancel membership, FIRST go to your PayPal account and unsubscribe from the recurring Energetic Synthesis membership payments. This will stop PayPal from withdrawing for your monthly access fee. Your access to the site will continue until the last paid term of your membership has expired.
Registering and attending the Q & A
Please note that the event starts at 3:15 pm (Pacific Time) on the third Wednesday of each month.
Members don't need to register. The class is free for registered members.
Upon confirmation of your payment, you will receive an email (please make sure you enter your email correctly) with your purchase confirmation and links to 4 downloads:
- Ascension Q&A info (PDF): This document will have the instructions on how to connect to the LIVE WEB CAST (including username and password). Download this file immediately and keep it for your records, you will need it for the day of the web cast.
- Ascension Class recording (mp3): This is the recording of Lisa Renee's class. Please note that even though you get the link for it right away, it will NOT be available until the day AFTER the class. Once it becomes available, please save it to your computer.
- Ascension Q&A recording (mp3): This is the recording of Lisa Renee's Q&A with participating members of the class. Please note that even though you get the link for it right away, it will NOT be available until the day AFTER the class. Once it becomes available, please save it to your computer.
- Ascension Meditation recording (mp3): This is the recording of Lisa Renee's meditation for the class. Please note that even though you get the link for it right away, it will NOT be available until the day AFTER the class. Once it becomes available, please save it to your computer.
If you do not receive this email soon after you've completed your payment, please make sure it has not gone to your spam folder and contact us promptly.
The web page you'll be directed to will have the LIVE LINK to listen to the live web broadcast of the monthly conference. When Lisa is live you'll see an active play button. Click on it to hear the LIVE WEBCAST, remember that you must be logged in with the provided username and password from the INFO PDF file in order to hear it (the order number and password on the email text, is only for reviewing your order and it's not the one needed to access the class.
To submit a Question for the Q&A, please post question in the comments area below the webcast player, which you may do in advance of the class.
Please note: the download links to the recordings will NOT WORK until the day AFTER the conference takes place. The first recording is general discussion, second is Q&A and third is our monthly meditation treatment. These recordings are sent to you as an additional service for you to keep. Please download these files (which are mp3 audio format) to your computer, as we can't guarantee how long we'll be able to keep them available. You're also free to copy them to any other devices you wish (iPhones, etc.). Please save these files to a computer as soon as possible, as the links will expire at the end of the current month.
Can I use my Android, iPhone, iPad or Tablet to view the site?
Yes. However some functionality might not be available. The site is constantly being updated and is adapting to mobile devices and the complex technology it uses. You'll find the site getting easier to navigate if you're using such devices, especially small screens. Still, a mobile device has much more limited capabilities than a laptop or desktop computer, so you might encounter issues with such devices. Please know that Apple Inc. does not allow direct downloads from the internet to their devices as you must go through iTunes, there are some ways around it, but this means that you probably won't be able to directly download any of the meditations directly to your iPhone or iPad.
The live monthly class may be listened to directly from Android devices, iPads and iPhones.
Unfortunately as stated above downloading files from the Platinum Archives directly to a iPhone or iPadis not possible.
If you have issues, please post a comment below and we'll answer as soon as possible.
How can I download my purchases from the shop to my iPad?
iOS devices such as iPads and iPhones, do not inherently allow you to download and save files directly to your device. Apple requires you to download them to your computer first and then sync the files with iTunes. However, some people have found a workaround. This is not an issue for Android devices which can download directly and save to the device.
Which browsers are best for viewing this website?
Update: FireFox's seems to be the best browser right now. If you're having issues while using other browsers try downloading it, since that might solve your issues.
We've tested this site with the latest incarnations of Chrome (our favorite), Firefox and Safari, and all functionality works on our systems. Internet Explorer/ Edge has improved dramatically in the latest versions. Remember though, that we all have a myriad of different combinations of software (and different versions) installed on our computers, so there's no way for us to test every combination.
Bottom line is see what works best for you. I'd suggest you have several browsers installed and if you're having issues with one, try another. This goes not only for our site, but anywhere you go on the net.
We update the ES website and it's server uses the latest technology, so it is always best practice to keep your browser updated to it's newest version (however annoying those updates may be). Firefox and Chrome are good at self-updating without much of a fuss, Safari and Explorer, not so much.
Can I have more than one browser on your computer?
Yes. Microsoft and Apple tried very hard to prevent this, but thanks to Firefox and Chrome, (and some stubborn dudes) it's quite easy now. Just download and install. Click here to download Chrome and here to download Firefox. You may want to set the browser of your choice as the default browser.
We've tested the site thoroughly and we've eliminated previous download issues. If you're using an iPad or an iPhone, please see the questions above on that matter. Please make sure your browser is up to date and that your internet connection is stable (you can check this by going to www.speedtest.net).
If the problem persists you may contact us here, indicating your problem in detail, so that we may try to reproduce it.
I have trouble viewing some of the info. What can I do?
Please check to make sure that your browser is up to date. Restarting your computer may help as well. We have installed a robust system on the new server to handle all audio and video which is more adaptive to the various systems out there. Adobe Flash Player is no longer a must to have installed but it's still a very good option to have.
Joking aside, things can go awry easily in the new versions of the browsers, since a lot depends on plugins and such, and there is such a myriad of technology out there, so to be able to pinpoint any specific problem you'd have to go though a ton of techie talk that will most likely baffle rather than help. Rule of thumb would be to keep the browser updated, if that fails, you can uninstall it and install the latest version again, or use another browser until that one gets updated. You can also try to Google it.
Please know that everything on our site is handled by us (Lisa and Tomás), we have no 3rd party ads and we do not share any of the information of our subscribers with anybody.
Clearing Cache and Cookies
UNlike the cash in your bank account and the cookies on your countertop, you want to delete the cache and cookies from your computer on a regular basis.
First it's good to have a few things clear:
Note that cookies, cache and form data are all different and don't need to be all at the same time.
Cache was invented to speed up the internet. What happens is that we usually go back to the same places, so instead of downloading the webpages again, your browser says "Ah! we've been there before, here's what you asked me to show you 2 SECONDS AGO!", so instead of downloading all those pictures and info again, it uses the "cache" that's already on your computer. It starts to get tricky when the pages displayed are dynamic, meaning that they are generated by your waiter, I mean the server, when you ask for them. Our server, as most of the internet sites nowadays (what they call the Web 2.0 to be cool) are dynamic pages. This tricky issue is compounded when the server creates it's own "cache" because he doesn't want to go back to the kitchen every time for the same things. At some point you'll say "I wanted the dressing on the side, not all over my croutons!" and both the server and the browser will point at each other with "it wasn't me" looks on their faces. Here's when it's time to clear the cache.
Cookies save information that help you move around the site without having to log in at every page ("remember me" options), among other things. Cookies can also be used for advertisers to know where you've been and hence show you what they think you might want to see (hence the term cookie was invented, hum, stolen? borrowed?). Disabliing these is a no-no, but you can delete them every once in a while if you'd like. You can go further into telling your browser not to accept cookies from that "evilcorp.com".
Form data is the information your browser stores when you type in something like your name, address or password and it's displayed again when you return to the form so that you don't have to type it again. Usually, because this can be a sensitive issue, the browser will ask you when you install it if you want to save that form data to make it easier for you. It's a personal choice, and you do as you think best. You can change those options or delete that info at any time (a must if you're giving your computer to someone else).
The instructions for clearing the cache and cookies is different for each browser and version. The easy way is to find the icon usually in the top right of the browser, and find your way to the browsing data. Chrome has a nice check-box list so you can choose what you'd like to clear. If you're not sure, Google it!
Personally I just clear Cache much more often than Cookies and Form Data very seldom.
I have difficulty reading the site, it's too...
dark/light and the font is too small/large. Everybody likes the website their own way, with big or small fonts, high contrast or low contrast, and of course we can't please everyone, but what you can do is set your browser to adapt to your preferences. Namely you can set the browser's "zoom" to adjust to what you like. How you see a webpage depends on many factors, not just how we code the site, but also your screen size, your screen resolution, your browser settings, so it might pay to play around with your browser's settings to find what's comfortable for you.
I didn't get the link for Items I bought in the Shop
Once the order has been completed you'll receive an email from us with all the details of your purchase including the download links in the form of an invoice. In this confirmation email from our site (not the PayPal confirmation email), you'll see the products that you purchased listed there. Underneath the description, any items that are downloadable will have a link saying "Download Link for:" and the name of the file. Click on that link to download it. Please don't use an iPhone or iPad to do so as it will not work and will generate errors, given Apple Inc.'s restrictions.
Alternatively you can go to the Shop on our site and click on "View Your Orders" on the bottom left, enter your order number and the pass code sent to you (ie p_xxxxx) in the confirmation email and you'll see your order details and any download links. This helps if you have trouble downloading from your email client.
The confirmation email is an automated response and you should receive it within a couple of minutes after you've concluded your payment. Please make sure your email is correct and always check you junk folder if you can't find the confirmation email.
If you're a member remember that you can download everything that's in the shop and more from the Platinum Archives.
If you don't get the email from us within the first hour, please let us know here.
How can I search the site?
At the bottom of each page there is a SEARCH box. Type in your search terms and hit enter. Once in the results page you'll be able to do an 'advanced' search to narrow down your results if need be.
Members, please note that the Forum has a separate search, and it can be found as a TAB at the top of the forum interface.
You may also want to ask your question in the comments below and we'll answer it, or another member will answer it (wink, wink!) this way we can have an organically expanding FAQs.
(Comments are ONLY available for REGISTERED MEMBERS)