Help and FAQs

How to send a private inbox message to support

Click the "Tech Support" option that can be found on the top bar menu (under "Me").

OR you can click on the Inbox link from the top bar (under "Me") then click on New message at the top right. Start typing “@support” and a list of suggested accounts will appear. Choose the correct one. Fill out your message and click Send.

Where to find the class discussion board

Click on the "Discuss" tab (next to "Path") in the course player, to access the discussion of this course. You can use this to communicate with your classmates and instructor. 

Issues logging in

Make sure that the combination of e-mail and password you tried is correct.

Note: For security reasons, our error message doesn’t explicitly reference whether you made a mistake in your email or password. This is deliberately so to make it harder for malicious individuals to guess any account details. 

If you wish to get a brand new Password: Click on the "Forgot your password?" link located just below the Login button. Type the email that corresponds to your account and click OK.

An email will be sent to you with a link for setting a new password for your account. If you don’t see the email appearing in your Inbox, make sure to also check the spam folder as it may have been accidentally caught by your email's spam filter. If this is the case then make sure to identify this message as "Not spam" so that you don’t lose any future correspondence from us.

I purchased a course. How do I access it?

If you have purchased a course visit the course page and you will have full access to it to stream immediately. Alternately, you can access the start page (as soon as you log in) or the "Me" link (also called My Courses) in the top menu. If the lesson is still to be presented live it will say so on the course page. Recordings of live events are put on the course page up to 6 hours after the live event.

The courses you have started will appear at the beginning of the course list. If you have an All Access Pass, ALL of the courses will be listed on that page by default. Use the search bar to filter courses. If you are looking for our LATEST courses please choose that course category from the drop down menu near the search bar.
By clicking on a course card on the Courses page, you will also be redirected to its contents where you can watch a webinar or download the notes etc.

How to navigate inside a course

Once you access a course, you will find a full table of contents on the left-hand side of the screen. You can browse through the sections and access the learning activity you would like to study. You can always come back re-visit any learning activity you wish. Any learning activities that you have visited are marked with a discrete checkmark.

How soon will I get access to my courses?

You will get access to your course(s) immediately after you make an online purchase (or when you have been manually enrolled by the instructor). All courses will be available for you if you are enrolled in an All Access Pass.

Can I take more than one course at a time?

Yes. You can take as many courses as you wish. We highly recommend, if you have an All Access Pass, that you take just a few classes at a time so that you don't feel overwhelmed. The courses you have started will appear at the beginning of the course list.

How to download course content

If you are enrolled in a course (paid or not) you will have access to the whole course contents. In most cases, the contents are not available for download and you will need to be connected to the internet, to stream the content. Certain material, like notes, ebooks, PDF files or PPT presentations, are available for download.

Apps will be available soon where you will be able to download the content for offline viewing.

Do I have to be online at a specific time to take a course?

No, you can take your course whenever you want. The course remains online around the clock. All you need is internet access and a fairly modern browser. The exception to this are Live Sessions, which need to be visited at the prescheduled time.

All of our upcoming live webinars will be listed on our live calendar page.

Where is the invoice for the course I just bought?

You can find fully detailed invoices for all the courses you have purchased on the Account page, which can be found by accessing the top bar menu on the top-right corner of the school page.

How do I edit my account details and change my password?

When logged in to your school, click on the Profile link that you can find on the top bar main menu, right below the "Me" link. This will lead you to your profile page.

Click on edit to start changing your personal info. You can update your name and email address, add your professional experience so that other members of the community can learn more about you, as well as add your social accounts for others to be able to contact you.

How can I change my password?

Changing the password can be done from your Profile page. Select "Profile" under "Me" on the top menu. Select "Change Password", enter your new password, and click on Save.

How long can I access the course?

Our webinars are recorded and made available for viewing at your leisure for 12 months after you register. If you have an All Access Pass you will have access until your subscription is cancelled.

Why 12 months Access?

If you have an All Access Pass, once you have enrolled in a course you will have access until your subscription expires.

If you are purchasing courses as-you-go they will have a 12 month access stated clearly in the course description.

Keep in mind that there are a few associations that don’t allow CE points if it takes you longer than 6 months to do a short course. They believe if someone has long access they can do a portion of the class, which is then forgotten before they do the rest of the class. For best learning outcomes, it is best to get it done within 6 months.

How to access a course that I have completed

You can access your courses anytime until they expire (12 months from registration) by logging in and visiting the course page. The courses you have purchased appear first in the school’s course catalog.

If you have an All Access Pass, none of your courses will expire until your subscription is cancelled. All of the courses will appear in the course catalogue for you to access. Use the search function to find a course.

The courses you have started will appear at the beginning of the course list. You can see on the picture below this person has started Sports Nutrition Gems, so it now appears at the top of the Course list.

Can I buy a portion of the program because I only need help with ...... ?

No, sorry. The only option is to invest in the full Masterclass or Series experience. To gain skills in an area of interest, you cannot study just part of it.

Is it worth the money?

If for any reason you decide that the Health Masters LIVE event you purchased was not a good investment for your professional development as a health practitioner we will happily refund your money.  

How do I trust that you are unbiased?

We are an unbiased form of education. We take pride in this. We receive many emails from companies wanting to promote their supplements etc. through us. We will not do this. If you feel that you are being sold to at any stage, you get your money back. It’s that simple. We are committed to providing unbiased education and don’t get paid unless we do an awesome job.

What sort of results should I expect in my practice?

No program is going to work unless you do the work. We give you proven strategies by the best in natural healthcare. They give you what works for them and their patients. We put a tremendous amount of time and energy into our programs. Match that energy and follow through with these recommendations.

I work with another practitioner, can we take the course together?

If you would like to take a course along with another practitioner you will need to purchase the course individually. If you are interested in having your entire team take a course, a separate registration will need to be purchased for each participating member.

If you have a team of over 4 members, please contact us as we can offer you a substantial discount. This is the most economical way to access Health Masters Live and makes a great yearly gift for your team members as well as keeping your practice up to date.

How many types of courses are there?

There are two types of courses; Free and the ones that need to be purchased. If the course you want to enroll in is free click on "Register for free" to have full access to the content. If the course you want to enroll in is paid, click on "Enroll" (the course’s price should be visible, right next to Εnroll) and follow the checkout process. Once completed, the course contents will unlock for you.

How long is each course?

It depends on the course. Each course has different time requirements. These are listed on the course page.

How long after a live broadcast can I watch the recording in my account?

The course video recordings are generally available to watch within 6 hours of the LIVE event broadcast.

How will CE be handled and will you do it for me?

When you complete your Course you can then download a personalised certificate containing your education hours. Your association typically converts this to CPE credits.

We do have instant approval through many associations, however, there are hundreds of associations around the world. If your association is not one of our approved associations, that’s ok, as you can typically submit your certificate with hours of attendance on it and your association will credit you a certain number of points per hour.

Find out more about our approved CPE here.

How do I become a presenter?

If you are interested in becoming a presenter for Health Masters LIVE please email us your proposal, including the topic/s, myths you would like to overturn, and clinical pearls that might make a difference in how other practitioners practice. Please also send any links to any websites with your work, social media sites or videos of your previous speaking engagements. You will have to have been a proven leader in the area of health that you wish to speak on. We will forward anything you send to our Production Team. They will then be in contact with you directly if they have questions or follow-up items.

Please do your work ;)

To get the most out of Health Masters Live we recommend that you attend your classes live. This allows you to ask questions and encourages you to complete your coursework. If you choose to watch the recordings because the live class is inconvenient for you please add notifications to your calendar so you are reminded to watch them.

We know life gets in the way sometimes and things can get left behind. If you do need a little extra time to finish a course just let us know. Don’t leave watching the recordings until it is too late. It’s important to make some time to become a better practitioner right? You only get out of it what you put into it.

For ongoing access, purchase an All Access Pass yearly subscription. This gives you access to ALL of our content, both live and recorded, for as long as your subscription is active. If you watch a few Masterclasses a year it’s also the best value.

Is your credit card is being declined?

Credit cards can be declined for a number of reasons. Check that you’re entering your credit card number and billing address correctly, that your card has available funds, and that your card hasn’t expired. If you’re getting an error when you try to pay, we recommend reaching out to your bank or credit card company for more information. Inform them of the amount and when you tried to make the charge so they can let the transaction go through.

Some banks have card restriction on International purchases. Although we broadcast around the world, our head office is located in New Zealand and has a New Zealand bank account. Your bank is likely recognizing this and placing a restriction on your purchase to protect you against fraud.

From here you have a couple of options:
  • Process your payment using PayPal (you can still use your credit card here as it goes through a different gateway)
  • Contact your bank and give them permission to approve the transaction. You will then be able to place your order online with us using your credit card.
  • If you are trying to order and are getting an error message that says “Action failed” or “Refresh page” you may need to empty the cache on your browser or update your browser.

The most common error that can occur is often due to a credit card issue with the bank or the address information being entered during the check out process. Our system is designed to verify your address. It checks that the address entered during check out matches what the bank has on file.

Exchange rates and currency conversion

When the currency you’re paying with is different from the default currency of the country where you are located, we convert your payment automatically.

We broadcast around the world but our head office is located in New Zealand. This may incur an exchange fee from your bank. If you are in Australia we highly recommend cards such as 28degrees or TransferWise to avoid this, there are similar ones in the US and Canada.

The base exchange rate on our site uses data from third parties, such as OANDA. It’s updated regularly, but may not be identical to the real-time market rate.

Third-party fees

If you pay in a currency that’s different from the designated currency of your payment method, your bank or third-party payment processor may apply a currency conversion rate or fee to your payment. Contact your provider (for example, your credit or bank card issuer) for information on what fees may apply since they’re not controlled by us.

How can I cancel my subscription plan?

Log in and access your Account. On this page, you will find a Cancel Subscription button.

If you proceed, the page will display a button for the optional reactivation of the same subscription plan or the option to choose another one by clicking the Change button.