You belong here. Business of Design is your resource for business (and life) support. Tech support included (please use the Help button on the left or this link: https://businessofdesign.zendesk.com/hc/en-us ). Ask us anything. We’ve got your back.
FREQUENTLY ASKED QUESTIONS
Help! I need technical support
If you have a question about an issue related to the site (e.g. problems logging in, videos not playing, etc.) please look through this list 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 going to this link:
You will get a quicker response to your question and will be able to ask follow-up questions than if you use the general form. Please do not use Facebook or Twitter to submit your Tech Support questions.
Technical support does not include help with creating your own videos, help solving problems with your computer or mobile device, or making changes to your accounts on third-party sites Paypal.
The general contact form should be used for non-technical questions about site subject matter, billing, suggestions, etc.
I forgot my password or want to change it
If you’re already logged in, please press the My Profile button at the top of the screen and choose Settings on your profile page. You’ll be able to change it there.
If you forgot your password you can reset it by clicking on the Sign In button at the top right 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 your write down your username and password for BoD and keep it in a safe place.
I had a Basic account on the old site and can't log in with my username and password or e-mail
Only paid Monthly and Annual Pro member accounts were transferred over to the new site, so the e-mail addresses and login credentials of other users associated with those accounts will not be in our system. Instead please sign up for a Freemium or Monthly or Annual Account at this link: http://businessofdesign.com/how-it-works/
The charge on my credit card for my membership is higher than it should be
Please note that the membership amounts are charged in US dollars. If you’re in Canada or another country and if your credit card accountis denominated in a non-U.S. currency 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 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 account to Annual
In order to do this you must first log in and cancel your Monthly subscription (instructions on cancelling an account can be found elsewhere on this page). Your account will still be there, but will now be a Freemium account. While still logged in, you can then go to our purchase page at https://businessofdesign.com/how-it-works/ and purchase the Annual membership, which will upgrade your account. Please make sure to do this before your Monthly “anniversary date” so you’re not charged for an additional month.
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 comments 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 9 very 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 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.
What happens if I need to cancel my membership?
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.
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.
I signed up but didn't receive my confirmation e-mail
Most e-mails arrive immediately, although some have taken an hour or so depending on server traffic. You should also check your spam or Gmail promotions folders, as confirmation e-mails sometimes end up there.
If you’ve waited more than 24 hours to receive the e-mail and it still hasn’t arrived please contact us through the Tech support help button.
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.