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FREQUENTLY ASKED QUESTIONS
Help! I need technical support
If you have a question about an issue related to this site (e.g. problems logging in, videos not playing, etc.) please look through this list of FAQs first to see if your question can be answered here. If not please use the big Help button on the lower left side of the window or by clicking this link:
You will get a quicker response to your technical question than if you use the general form. Technical support does not include help solving problems with your computer or mobile device, or making changes to third-party accounts such as Paypal.
The general contact form on this page should be used for all non-technical questions about the site such as course content, membership, billing, suggestions, etc.
I forgot my password or want to change it
If you’re already logged into your account, you can change your password by clicking on My Profile in the top right corner and then selecting Settings. You can update your password here.
If you forgot your password, you can reset it by clicking on the Sign In button in the top right corner of your screen. Click on the button with the “life preserver” circle as shown:
You’ll be asked to submit the e-mail address you used to set up your membership (this may be different from your billing or Paypal e-mail). You’ll then receive an e-mail with instructions and link to change your password (please check your spam or promotions folder if it doesn’t arrive in your inbox). Please be patient, and do not continually try to change your password, or you will be blocked temporarily from the site.
If you forgot your username try changing the password – the e-mail will provide your username. Otherwise please contact us through the Help button.
We strongly suggest that you write down your username and password for BOD and keep it in a safe place.
I have a Freemium account and want to upgrade to Monthly or Annual
It’s easy. First, make sure you’re logged into your Freemium account. If you’re not logged in, the upgrade won’t work.
Logged in? Great. Now go to the following page and choose either Monthly or Annual Membership: http://businessofdesign.com/how-it-works/
Go through the checkout process and your Freemium account will be upgraded, giving you full access to our lessons.
I would like to upgrade my Monthly Membership to Annual
In order to upgrade your Monthly Membership to Annual, you must first be logged into your account. Once logged in, go to: https://businessofdesign.com/how-it-works/ and purchase the Annual Membership. This will upgrade your account and automatically cancel your Monthly Membership. Please note the system may take up to 24 hours to update your new status.
What happens if I need to cancel my membership or change my payment method?
No problem. You have full control over your Membership and can cancel at any time.
Simply log into your account and go to My Profile in the top right corner of the screen. Beneath your profile picture you will see a list of options. Click on My Orders. There you will see your active Membership subscription listed under your orders. Click the link for the initial subscription to manage your Membership. You will then be able to view a full overview of your Membership to date – your renewal date, etc. – and given the option to Cancel or Change your Payment (if you need to update your credit card expiry date for example).
Please remember that if you don’t cancel by your anniversary/renewal date you will be charged for the next month or year. Our full cancellation policy is available here.
If you are a member who migrated here from the old site who is still using a Paypal subscription, please use the following process:
1. Log into Paypal and cancel your subscription by following these instructions: https://www.paypal.com/selfhelp/article/FAQ577/1
2. Notify us by e-mail that you’ve done so in order for us to check against your BOD subscription.
How do I update my credit card information?
You have full control over your payment method and can charge your credit card or update the information at any time.
Simply log into your account and go to My Profile in the top right corner of the screen. Beneath your profile picture you will see a list of options. Click on My Orders. There you will see your active Membership subscription listed under your orders. Click the link for the initial subscription to manage your Membership. You will then be able to view a full overview of your Membership to date – your renewal date, etc. – and given the option to Change your Payment (if you need to update your credit card expiry date for example).
Please ensure your credit card information is kept up to date. If a payment is unable to be processed, your account will temporarily be placed on hold until a payment can be processed.
The charge on my credit card is higher than it should be
Please note that all prices, including membership, are charged in US dollars. If you’re in Canada or another country, our credit card processing company and/or your bank may apply a currency conversion and charge a fee.
Are my transactions secure?
Yes. Our site has SSL end-to-end encryption and a valid certificate for all transactions, via the https secure http Internet protocol. Some other third-party elements on the site or page may show as unprotected, but as long as the address has “https” in it you can rest assured that you will join other members and customers in enjoying a secure transaction.
Please note that we do not store your unencrypted credit card data on our server. Our credit card processing partner is Stripe, an industry leader in on-line transactions. You can find out more about them at www.stripe.com
I tried to create a new account but it's saying I'm already registered or that my e-mail is already used.
You either registered in the past and then never followed through on verifying the account, or registered in the past and then forgot about the account. You can use your e-mail address to reset your account password and then log in normally.
What do I get from membership that I don't get from the books?
Everybody learns differently, and we’ve found that the majority of our members need “layered” learning. Some people can implement all 15 Steps after reading the first two books, but for most the books act as a handy tool and reference.
The courses allow members to dig a little deeper into the topics and discover aspects not covered in the books. We’ve been told that hearing Kimberley describe things in her own words often clarifies questions. In addition, as a member you have the option to reach out to Kimberley personally in the course forum and use her as a mentor. This increases the value of membership exponentially.
How can I find a course that answers my specific questions?
For example, Charging, Invoicing and Collecting deals with all project specific finances. While Income, Expenses and Analyzing Finances focuses on your business’ internal finances. We have created these specific categories to help you navigate the courses.
If you are not sure where your question fits in, you can always do a key word search in the main menu or scroll through the full Course Catalogue.
What if I take a course and still have questions?
No problem. Each course has its own dedicated discussion forum below each course video. These discussions are private to PREMIUM Members only, so you can feel comfortable asking us anything. All questions will be answered by Kimberley or a Business of Design team member within 48 hours.
If you still need help, or one-on-one attention, there’s always an opportunity to book a one-hour phone call with Kimberley.
My video isn't playing. What do I do?
First, please make sure you’re using a preferred Web browser (Chrome, Firefox, or Safari) to view the video. Internet Explorer and some built-in mobile device browsers sometimes don’t work. We’ve discovered that videos in our format don’t always play successfully on certain Samsung and HTC phones and tablets – we are working on resolving this problem.
Please make sure you’re using a high-speed broadband connection to view the video.
If you want to watch a video on your mobile phone, we strongly suggest that you make sure your phone is connected to a home or office Wifi connection instead of your phone provider’s mobile data. BOD course videos are high-quality and therefore large files, and some cellular service providers throttle high-quality video. Also, since the files are large you may end up draining your monthly cellular data cap by watching as few as two or three videos. Either situation can result in the video not playing.
Please remember that you have to be logged in as an annual or monthly member and press the “Take this Course” button under the course description before playing the video.
If video playback still doesn’t work, please feel free to contact us via the Help button on the lower left of your screen or by using this link (https://businessofdesign.zendesk.com/hc/en-us). Please let us know exactly what video you’re having trouble viewing. Also, please provide as much of the following information as possible to help narrow down the problem:
1. Computer or Device (e.g. PC, Mac, IPhone, IPad, Kindle, Samsung Galaxy, Kobo, etc.)
2. Operating System Version (e.g. Windows 10, Windows XP, OSX Yosemite, Android Lollipop, iOS, etc.)
3. Web Browser (e.g. Internet Explorer, Firefox, Chrome, Safari, etc.)
4. Network Connection Type (Wifi, wired, cellular data)
5. Internet Service Provider (e.g. Rogers, Bell, Time-Warner, etc)
6. Connection speed — you can find this at speedtest.net
How do I participate in a webinar?
Our webinar series is exclusive to Members, so if you are not already part of the Business of Design community, you can sign up here: Become a Member.
Next, please check out our step-by-step instructions on How to Participate in a Webinar. It is important that you take the time to read these instructions carefully.
How can I track the courses I've already taken?
As you browse through the Course Directory or Course Catalogue, and you open a course you would like to take (or bookmark for later), click on Take this Course (add to My Profile) at the bottom of the description. The course will be added to your profile so you can easily see which courses you are taking or would like to take. You can remove courses from this list by opening a course you have added and clicking on Remove from My Profile at the bottom of the course description.
Once a course has been added to your profile, you will then be able to track your progress as you work through each video. After completing a video, click on the Mark as Complete button in the top right corner. The button will change to Mark as Incomplete. This gives you the option to remove the status of “complete” if you want to go back and watch the video again or even retake the course at a later date. You can also see the overall progress of each course in My Profile.
PLEASE NOTE: You must be signed into your PREMIUM Member account to take any course not marked as FREE. Otherwise, the button at the bottom of the course description will read Become a Member.
Can I re-take a course I've already taken?
Yes. You can watch the videos as often as you like provided you have a current, PREMIUM Membership. There is no limit on the number of courses you can take or how many times you take each one.
I can't take or see the quiz(zes) for a course.
Please make sure you’ve reviewed all the videos and lesson materials and mark each of them as completed before trying to take a quiz.