Tech Support & Troubleshooting
Please see these common questions for technical issues with your online courses.
If you need more help, please email us and our technical team will help!
Passwords & Logging In/Out
Visit any page at: https://innerpathinstitute.com/ and go to the top right corner. Or visit https://innerpathinstitute.com/my-account/.
Do you see a link that says “My Classes & Courses”? If yes, you are logged in. In that case, please click the “My Classes & Courses” link, and you should be able to find your course there. If you are logged in but don’t see your course, try logging out and then logging back in.
Don’t see the “My Classes & Courses” link? If the top-right corner says “Log In,” enter the login credentials you used when you purchased the course.
If you receive an “invalid email or password” error message when attempting to log in, ensure you’re using the same login credentials you entered when you purchased the course. Check for any spelling errors in the email address or password.
To reset your password:
- Go here: https://innerpathinstitute.com/my-account/
- Click “Lost your password?”
- Enter your email address and then click “Get New Password”.
- If you have an account under that email, you’ll receive a notification indicating that reset instructions have been sent to the email address you specified. (If there is no account associated with the email you entered, you will receive an error message.)
- Go to your email inbox and follow the prompts in the email that was sent to you to complete resetting your password.
If you can’t find the reset password email, please check all folders, including your spam and promotions folders.
Please check all folders inside your email inbox, including your spam folder.
Occasionally, the reset email takes 5-10 minutes to arrive. If, after checking your spam folder, you still can’t find it, please email us, and we can reset it for you manually!
We recommend logging out at the end of each session. This helps keep your personal information safe and helps the system reset. Before you close your browser or power down your computer, click the “logout” button in the top-right corner of your screen (under your profile icon).
The online portal is designed to be accessed from one browser at a time. Please don’t have the course open in multiple places simultaneously. This confuses the system. Instead, log in to one device at a time.
If you’re having any trouble or have technical questions, please reach out to support@jenniferraye.com. We are very happy to help!
Accessing Online Courses / Technical Troubleshooting
Sorry to hear that! If you’re having trouble with videos not loading or things on the site not working, first try clearing your cache. Clearing out old commands fixes many problems and will help your computer run more efficiently.
To Clear your Cache:
- In Google Chrome – click the menu and select More tools. Then click Clear browsing data. Make sure the “Cached image and files” box is checked.
- In Mozilla Firefox – go to your Preferences and then find the Advanced panel. From there, click Clear Now in the Cached Web Content section.
- In Safari – select menu, then more. Select settings. In privacy settings, click Clear Cache, then click OK to accept.
After clearing your cache, remember to close your browser and open a new tab.
If your problem persists, it could be a conflict with your browser or an extension. Please try these next:
Check your Internet Speed – sometimes a slow internet connection can cause problems with video playback and page loading. Consider restarting your modem or moving to a location with a better connection.
Use a Different Browser – for example, if you are using Safari, try Chrome instead.
Try an Incognito Window – a temporary, private browsing session that doesn’t retain any of your saved site data. Many ad-blockers will prevent websites from running correctly. Using “Private Mode” or “Incognito” avoids this issue. Follow these instructions to access “private mode”:
If you are successful while in Private Mode, then the issue is likely an installed Ad Blocker on your computer. Most Ad Blockers provide a way to allow specific sites to bypass the plugin’s security, which should be in Settings or Preferences.
Restart Your Computer – Computers should be restarted frequently to optimize performance. “Turn it off and on again” is often tech support’s favourite piece of advice.
Switch Devices – If you’re using a mobile device to access the course, try switching to a desktop or laptop device. While you can view your course on a mobile device, we recommend using a desktop or laptop for the optimal experience.
If you’re still having trouble, please get in touch. Email us at support@jenniferraye.com, and we can help!
We’re so sorry, we know technical issues can be so challenging! There are many reasons why something might not be working, but most commonly, it is something simple, like clearing your cache. Please try that first (see instructions above). If that doesn’t work, please email us, and we will do whatever it takes to help you get into your course!
If your class or course includes handouts or a manual, you can download all handouts and worksheets directly to your computer and print them. Click on the green button inside the lesson to open the document. A new browser tab will open, where you can download the file to your computer.
We recommend using Chrome or Firefox as your browser. Safari works, but please don’t use Internet Explorer, as it may lead to a poor user experience on our platform. Also, please make sure your browser is up to date.
Payment Questions
We appreciate your attention to this! We offer payment plans to make our courses as accessible as possible for our students, and we value students honouring their commitments with these plans.
If you receive a notice that your payment has failed, please check your credit card account to see why.
The system will retry payments, so if your account was underfunded and it has now been topped up, your payment should go through fine with the next try.
You can also update payment methods at any time:
- Log in to your account with the link in the top right corner of any page or at https://innerpathinstitute.com/my-account/
- Go to the “My Account” page.
- Select “Payment Methods” in the menu to the left.
- You will see the option to “Add Payment Method” in the main screen. Please add a payment method.
- Check the box next to “Update the payment method used for subscriptions”, and you’re good to go.
Please reach out to support@jenniferraye.com with any questions you have!
We’re happy to accept full payments through e-transfer (sorry, no payment plans). Please send your e-transfer to support@jenniferraye.com (no password needed). Once we receive your payment, we will set you up with your course.
Zoom & Live Call Questions
We use Zoom for the live classes and training in our online courses. Zoom is very easy to use and free for participants! If you are not able to attend live, replay recordings are available after the live class (usually 24-48 hours after class).
Before class, you’ll find a Zoom link inside your course in the online portal. We’ll also send you an email with the link. Click the link before the live session.
If you have not used Zoom before, the Zoom installer file will download automatically when you join your first live call. Double-click on the downloaded file, and it will walk you through the installation process. This will open the Zoom app and the live class.
If you are early, you may see a “waiting room”. Please wait until the class begins.
If you have any trouble with this automatic download, you can go to: https://zoom.us/download and follow the instructions.
Apple mobile devices:
Click here to get the Zoom app from the App Store.
Android mobile devices:
Click here to get the Zoom app from Google Play.
Please test the Zoom platform before our class to ensure your audio and video are working (see below for instructions on using Zoom). To prepare:
- log on to the online classroom 5-10 minutes before the scheduled class starts.
- dress comfortably in clothing that allows you to move and feel at ease.
- find a relatively quiet place to practice
- turn off and/or silence other devices like phones. (On your computer, go to settings and under notifications choose ‘do not disturb’).
- Depending on the type of class you’re attending, you may want paper, a pen and some yoga props. Please refer to the emails and information inside your course for exact details.
Inside your class or course, you’ll find a lesson titled “Zoom Details”. There you’ll find a lot of information about turning your video and audio on and off, asking questions and more.
You can also find some helpful tutorials from Zoom here.
I have more questions!
Please contact us at support@jenniferraye.com with any other questions you have. We’re happy to help!