Menu

62 thoughts on “Technical Support”

  1. I am having trouble clicking on my weeks and I think I have missed several things. When I click on the weeks, the drop down assignments are hidden behind Member Details and they are very hard to access. I can’t seem to hover without the drop down assignments going back up behind the weeks. I realized I have only been getting partial lessons.
    Can you help?

  2. Hi Ann
    Have you tried opening it in a different browser. One other lady had this problem a few weeks back, and opening in a different browser took care of that for her. I have checked a few browsers (Firefox, Internet Explorer, and Google Chrome) on my end and it display fine in all of them. However, it might be that you are using an older version of a particular browser, so maybe try a different one or make sure you have the latest version of the one you use.
    Please let me know if this doesn’t solve it, there’s always more we can do to figure this out for you:)
    Heleen

  3. Thank you Heleen! My normal browser is Internet Explorer and it doesn’t not work with that…..however, I downloaded Google Chrome and it works just fine. Thank you so much!

  4. PROBLEM WITH INTERNET EXPLORER:

    A few ladies told me that the membership area (Week 1 – 12) does not display right on their end, and that they are unable to view the weeks. This happened shortly after we’ve updated the website.

    SOLUTION:

    Our new website seem to have a problem with the older versions of Internet Explorer. If you use Internet Explorer please be sure to upgrade to Version 9 (the latest version)

    If this still doesn’t help, please open the website in a different browser such as Firefox or Google Chrome (make sure you download the latest version of these browsers too). This might actually make your whole internet experience much better:)

    Please contact me if this still doesn’t work so I can help you trouble shoot until we get the issue resolved.

    Thanks
    Heleen

  5. Hello!
    I just signed up for the 12 week program, I have already finished the 1 free week. But when I went to log on to do the study, it said I had to upgrade my membership. I have a receipt for the payment I made to do the study…what should I do? Thanks so much for your help!
    Robin

  6. Hi Robin
    Sorry about that – our automatic upgrade sometimes have some hick-ups. I’ve just reset your membership level and you now have access to all 12 weeks, the forum and the rest of the members area.
    Heleen

  8. Hello there!
    Helene, I feel soooo terrible having to let you know that I still can’t view the videos! I have tried in Google Chrome and Mozilla. I think the problem might be that I am having trouble with Adobe Flash Player. I am VERY computer challenged!! I am planning on taking my laptop to work on Monday, to see if one of my co-workers can install the Flash player to see if that will solve the problem. I will let you know….in the meantime i will just have to be content to just listen to you! Thanks for your continued support!
    Robin

  9. Hi Robin
    I’m sorry to hear you’re still having trouble with this – technical problems can be so frustrating. Please let me know if you are not able to get help – I’m willing to help you out with tutorials or trouble shoot via email if that will help.
    Heleen

  10. I am unable to view any of the videos….maybe my computer is too old….Am I missing alot? What do you recommend? Is there a print version?

    Thanks karen

  11. Hi Karen
    The videos basically emphasize the same things in the written material, but I would still like for you to be able to see the videos as well. You might have the same problem as other ladies – an old version of Internet Explorer. I would recommend you try to open the program in a different browser such as Google Chrome or Mozilla Firefox. Please let me know if you’re still unable to view it so we can trouble shoot.
    Heleen

  12. I purchased the entire 12-week program last week, but it doesn’t appear to have upgraded itself. Thank you so much for your help and support throughout this journey.

  13. Hi Lindsey
    I’m afraid our system has a glitch that I’m still trying to sort out – so the automatic upgrade doesn’t always work as it should. I apologize – I’ve manually fixed it for you and also sent you an email.
    Heleen

  15. Hi Desiree
    I apologize, I accidentally signed you up for only week 12 instead of the whole 12 week program. Sorry about that, I’ve just fixed it for you and you should now have access to everything. Thanks so much for your patience.
    Heleen

  16. Heleen,

    I am soooo sorry. No matter what I try I cannot access the first free week. You have kindly emailed me and told me you would enter me in manually and while I still tried I could not get in. You mentioned something about google chrome and firewall i do not really get what you mean. So sorry to keep buggfing you like this.

    Thanks Rita

  17. Hi Rita
    No problem:) Have a look at this video on “How to find your way around the 12 week program” Rita. It might be that you’re just not familiar with how it all works, and this video explains how to open and access the weeks (also week1) : http://www.eatingsdisorders.com/member/technical-issues/how-to-navigate-the-12-weeks/

    You must first login and I’ve just tested your login information, it all works fine.

    If you find that your Week 1 does not display like the one in the Video or that you can not even see the A, B and C part of Week 1, then you probably have a problem with your browser.

    In order to change your browser you have to download “Google Chrome” or “Mozilla Firefox”. Most computers comes with the standard one “Internet Explorer” but some ladies have had trouble accessing our website in that. So simply look up one of the other browsers that I’ve recommended in Google, and then download it to your computer. Then open my website http://www.EatingsDisorders.com in that browser. You will see that everything will display correctly and that you will be able to access Week 1.

    Hope this helps you Rita.
    Heleen

  18. Heleen,

    At the end of Week 3A & 3B, you can do it & how this helped me, when I click on them I get an error message saying 404 Page Not Found.

    Thanks,
    Teri

  21. Hi Sara
    You will see a button beneath the login area where you can request a new password. Just use the email address that you’ve originally signed up with when you send your request, otherwise the system won’t be able to recognize you. You are a lifetime member Sara, so let me know if you’re still having problems requesting a new password, and also which email you’ve used when you signed up, and I can over ride it manually and create a new password for you.
    Heleen

  22. I would like to use my iphone4 listening to the lectures. When I try to log in, it says you are not currently log in.
    Marika

  23. Hi Marika
    I checked your status and you do have access to all 12 weeks. Would you mind trying again, and also request a new password if you think that you may have forgotten yours. Please let me know if this is not working so we can double check your username or trouble shoot some more.
    Heleen

  24. Hi Heleen,
    I am currently on week 2 of the program and am having trouble viewing the videos. I had no problems at all in week 1. Where the video is usually located the little computer screen is still showing but with ‘missing plug in’ across it. It would seem to me i had the necessary requirements on my computer to watch the videos as i didn’t have any problems with week 1, or the webinars. I have a macbook pro, if thats of any help to work out what may be wrong. If you would get nack to me that would be great. Thank you Heleen.

  25. Hi Rachael
    The first weeks videos are on YouTube because it’s a free week, so that might be why you don’t have any problem with it. The rest of them are on a protected server, and our system is all on windows. So it looks like the problem might be with the compatibility with mac computers. Let me get our technical team on this and I will get back to you about it asap Rachael. If you have this problem I”m sure others have it too. I will send out an email to see if more ladies are experiencing this problem.
    Heleen

  27. Hi Lindsay
    I apologize for the delay with Week 12. You might be aware of the fact that I’ve just updated the whole program (Week 1-11), but I am still working on Week 12. It is a bonus week for you ladies here on the online program and I’m adding a bunch of new features, but have not been able to finish it yet. Please check back in a few days, and it will be available. I will also announce it on the forum.
    Thank you for your patience
    Heleen

  28. I am unable to access despite trying everything you have for technical support. It keeps telling me I do not have access and if I would like a free weeks trial to click on free weeks trial. 🙁

  29. Hi Susan-Marie
    I’ve just checked your status and according to our records you do have access to Week 1. When you login you will land on a page that says you have no access to the members area, because you don’t have access to the whole program. HOWEVER, CLICK ON “WEEK 1” IN THE TOP NAVIGATION, and you will see that all 5 days of week 1 will be accessible to you. Please try again, and let me know if you’re still having trouble so we can continue to trouble shoot:)
    Heleen

  30. Hi! I am trying to access week 9 on my members profile. I tried different web browsers but that didn’t make a difference. Sometimes my mouse will go across a week and I can see day 1, day 2, etc. But, it will quickly go away and I can’t access the day to get into it. Does it make any difference if I am not completing it as fast as I am supposed to? I had the flu and it knocked me out for two weeks!! AAAHHH!!! Let me know what I need to do on my end. Thank you!!

  31. Hi there
    Let me first of all assure you that the problems you’re experiencing has nothing to do with the pace that you are maintaining. You have a lifetime membership, so you can take however long you want to complete it, and also keep coming back to the work years from now.
    It sounds as if your problem is a typical browser problem. Would you be so kind to try yet another browser (Google Chrome or Firefox). I’ve checked your membership and everything seems fine.

    Please take a screenshot of the problem you’re experiencing if this persists, and I will be happy to send it on to our technical team for further evaluation and trouble shooting.
    Heleen

  32. It worked!!! I went into internet explorer and it worked there!! So excited!! Thank you

  33. Week 1 Video 1 will not play… I just get a message saying that “This video is private”… all the other Week 1 videos have played just fine.

  34. Hi Monica
    I’ve checked that video and all seems to be working fine on my end. Are you still having trouble viewing it? Please try to open in a different browser such as Firefox or Chrome and let me know if this problem persists so I can keep trouble shooting.
    Thank you
    Heleen

  35. I’ve searched through the trouble shooting and have downloaded Google chrome to all of my computers and even my phone. I am unable to access the first video of each day 🙁 It tells me it is private.

  36. Hi Amy
    I apologize for the inconvenience.
    I would love to get to the bottom of this and trouble shoot with you. I looked at your membership and the videos and could not find anything on my end.

    Would you please let me know if you can not access ANY of the first day videos, or if its just certain ones. Your membership is upgraded as you make your monthly payments, so you should not yet have access beyond Week 8. Can you not access videos in Week 1-8?

    Please let me know so I can help you sort this out asap, or send your request through to our technical team if it’s beyond my expertise.
    Heleen

  37. I am able to watch all of the daily videos at the end. It was the very first video that I am not able to see. I tried downloading the Google chrome, but that didn’t help. It’s okay because I have the daily encouragement 🙂

  38. Is it possible to list the discussion forum topics in order of the latest posting (as opposed to the number of posts)? Just a thought… then we can see the latest writings at a glance, kind of… Just an idea…

  40. I am having a problem with the week three day one video, it is not there for me to click on and watch it, it says click here but there is not box with your picture in it to start the video as there has been in previous days?

  41. Hi Cynthia

    Thank you so much for letting us know about this issue. We are having technical problems with the videos right now, please give it a few hours and then try again.

    Thank you so much for your patience.
    Heleen

  42. I am having trouble with the password reset. I followed the instructions 3 times now, and each time I do get the e=mail with the link to reset password. But each time, that link just takes me back to the reset \password page again, and I did this 3 times. Can you please help me ?

  43. Hi Cheri
    I’ve looked at your profile and we somehow have 3 accounts for you (yahoo, gmail, and hotmail email accounts). I think this might be the reason you are having trouble. Please let me know which email you prefer, so I can cancel the others. I will then update your password manually and email it to you. Here is my email if you would rather communicate with me directly: heleen@surrenderedhearts.com

    Heleen

  44. Hello, I purchased the next 4 weeks, it shows that I have paid, but I cannot access it. Please help!! Thank you!

  45. Hi Michele
    I apologize for the inconvenience. Something went wrong with your automatic upgrade. I have just fixed it for you, and you should now be able to log in to the whole 12 week program. Thank you so much for signing up. Please let me know if you have any questions.
    Heleen

  46. Hi Heleen,
    Even though site acknowledges me logged in it says I don’t have access or permission for forum? I am using Chrome and just not sure what to do?
    Thanks~Julie

  47. Hi Julie
    I apologize, we are currently having a lot of issues with our forum. Hope to get this resolved as soon as possible.
    Heleen

  49. Hi Sara
    I’m sorry you are having trouble with the site. Everything seems to work fine on my end, so I’m not sure what happened, it may just have been a temporary problem. Just to make sure I’ve changed your password and sent you an email with it. Please let me know if you experience any further trouble or have any questions for me.
    Heleen

  50. Good morning-
    I looked at the tech support videos and then clicked on the tabs that I thought would bring me to the Week 1 A, Week 1 B. Week 1 C then the lessons 3-7 days….It does not come up for me.
    Is there a possibility I don’t have access to all of the site?
    I appreciate your help!
    julie

Leave a Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.