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Get Support For All The Common Issues Here
If you’re having trouble logging in, accessing PRO content, browsing the site, or if you just want to get in touch, please use the info below. For starters, most issues can be solved by doing one or more of the following:
- Clear the browser cache
- Disable browser security plugins
- Try another browser
- Flush the DNS
- Restart your internet connection
- Restart your device
Try these suggestions first, or find your specific issue below…
Log in & Account Issues
Q: Where do I log in to access PRO content?
A: Log in to your Dashboard — everything is there.
Q: Why do I have to keep logging in?
A: Browsers remember your session for 48 hours (or two weeks if you check Remember Me). Logging in on a different browser/device resets this.
Q: I can’t log in, but I know I created an account before.
A: Accounts are only for customers who have purchased PRO, a Course, or one of our earlier membership options. If you only signed up for the newsletter, you won’t have login access.
Q: I purchased PRO, but my Dashboard still shows locked content.
A: First, check that you don’t have multiple accounts under different emails (e.g. Gmail vs. Yahoo). If that’s not the issue, let us know and we’ll fix it right away.
Q: I forgot my password. How do I reset it?
A: Reset your password here.
Q: I forgot my username. Can you send it to me?
A: Yes. Contact us with your full name and the email you used.
Payment & Subscription Issues
Q: Where can I change my credit card for my membership?
A: Log in to your Dashboard and click on Account Settings, then click Update Payment Method. If your account is connected to PayPal, you update your payment method directly in PayPal, not on Jazzadvice.
Q: I was double charged. Can you fix this?
A: Yes. Contact us and we’ll resolve it immediately.
Q: I see a payment marked “Pending.” What does this mean?
A: It means the payment didn’t complete. Try again or update your payment method.
Website & Streaming Issues
Q: The videos or audio won’t play. What should I do?
A: All content streams directly online. Please check your connection, update your browser, and make sure no plugins or extensions are blocking embedded media.
Q: The website looks broken or won’t load.
A: Clear your browser cache and try again. If it still looks off, contact us with your browser/device details and what you’re seeing.
Contact Us
If you didn’t find your answer here, please reach out using the form below. To help us solve your problem faster, include details like:
- Browser name and version
- Computer or device make & model
- Operating system name and version
- A detailed description of the problem
- Any error messages you’re receiving
Emails with a rude, threatening, or demanding tone will be ignored.