Need Tech Help?

Almost always one of three things:

1. Wrong email. Log in with the email address you used when you joined, not a newer one. If you are not sure which it was, check your inbox for the REIN welcome email.
2. Password. Use the "Forgot password" link on the login screen. The reset email arrives within a few minutes. Check spam.
3. An old saved password. If your browser is filling in a password that no longer works, clear the field completely and type the new one by hand.

Still locked out after a password reset? Send us the email address on your account and we will look it up.

Community access comes with your membership and uses the same login. If you land on a page asking you to join or pay, you are signed in with the wrong account, or signed out entirely.

Sign out fully, sign back in with your membership email, then open the community again from the Library rather than from an old bookmark.

Work down this list in order. Most people are fixed by step two.

1. Refresh the page. Genuinely. This clears most playback errors.
2. Try a different browser. Chrome and Safari both work. If a video fails in one and plays in the other, the problem is a browser extension, usually an ad blocker or privacy blocker.
3. Turn off the VPN, if you use one.
4. Lower the quality. Use the gear icon in the player and pick a lower resolution. On barn wifi this makes the difference.
5. Check another site. If video is slow everywhere, it is the connection, not the course.

1. On a computer, the file usually lands in your Downloads folder without opening anything. Look there before assuming it failed.
2. On an iPhone or iPad, tap the download, then look in the Files app under Downloads. Safari does not always show a confirmation.
3. If nothing happens at all, a pop-up blocker is stopping it. Allow pop-ups for this site, then try again.

Every workbook and reference sheet can be re-downloaded as many times as you like. You cannot use them up.

Everything you own lives in one place: the Library. If it is not showing there:

1. Check which account you are logged into. If you bought with one email and are browsing signed in as another, the purchase will look missing. It is not.
2. Look for the receipt email. The address it was sent to is the account that owns the purchase.
3. Give it a few minutes if you have only just bought it.

If the receipt and the login match and it is still missing, send us the receipt and we will fix it.

Changes to your plan, payment method, or renewal date are handled by us directly, not through a settings page. Email us and say what you want changed. We do not need your card details, and you should never send them.

If you are writing about a specific charge, include the date and the amount.

1. Rotate to landscape for anything with a diagram or a wide table.
2. Pull down to refresh. Phones hold on to old versions of a page longer than computers do.
3. Close the tab and reopen it rather than using the back button.

If a page is still broken after that, a screenshot is the single most useful thing you can send us.

Use the form below. There is no wrong way to describe a problem, and "it just does not work" is a perfectly good starting point as long as you tell us where.