Troubleshooting & IT Support

Please see these common questions and answers for any technical and access issues with the online courses. If you need further help, please fill out the contact form on this page to reach our technical team directly. We’ll help!

We are a small and attentive team of living humans, and will reply to you just as soon as we are able, likely within 24 hours (which is to say we do not have an IT help center at our disposal, but we are helpful and will solve the problems that arise). We are certain that both the course content and our attentive service will shortly eclipse whatever hiccup is happening at the moment. Please be kind to us. Thank you!


An overview of features within the Ancestral Medicine online portal.

The portal features overview plus course navigation for current course.

Troubleshooting Online Courses

If you’re having difficulty on the site, with logging in, accessing content, or anything that seems glitchy, first try clearing the cache in your browser, then giving it another shot. Sometimes old commands and attempts get “stuck” in the cache, and so clearing that out can fix many problems, and give you a fresh start.

  1. The links below will explain how to clear the cache on the device you’re using:
  2. Close the browser.
  3. Reopen the browser and try what you were attempting again.

If the issue persists, it could be a conflict with a plugin or extension in your browser. Many ad-blockers will stop code from running properly, this can be worked around by using your browser in “Private Mode” or “Incognito”.

  1. The links below will explain how to launch a browser in Private Mode
  2. If you are successful with the login attempt while in Private Mode, then the issue is most likely an installed Ad Blocker. Most Ad Blockers provide a method to whitelist or otherwise allow specific sites to bypass the security of the plugin, which should be in the Settings or Preferences of the Ad Blocker.

If you’re still having trouble, fill out that handy form on this page and we will help you directly and cheerfully.

We’re so sorry – we know it is frustrating! There are many different potential reasons this could be happening, so we’ll try some basics first.

Try clearing the cache in your browser (instructions above) and giving it another shot first. If that doesn’t work, please feel free to contact us through the form on this page and we’ll help you out. We can always do whatever is needed to make sure you can get in the course.

You might get this frustrating error message eventually if you try to log in unsuccessfully several times in a row. This means the website is now refusing to listen to your computer and location, no matter what you try. It’s a security setting that we depend upon to prevent hacking of the site. If this happens to you, you can fill out the form below and we’ll unlock your account. We can make you a new password too, if you like.

Also, you can try again in an hour, as the site will be forgiving and start to listen to your computer again after that cool-down period.

That my friend, is our bad! Please email us at or fill out the form on this page if you’ve enrolled in the course but you don’t have access to it. We’ll get you in there.

Occasionally, password reset emails take longer than we would like. We can manually reset your password for you. Go ahead and send us an email to and we’ll do it ASAP!

We appreciate you being proactive about this! We offer payment plans for accessibility for our participants, and we really value participants staying current with payment plans.

If you receive a notice that your payment has failed, you can either update your payment method, or look into your paypal or credit card account to see why payment failed. The system will retry payments for a few days, so if your account was underfunded and it has since been replenished, your payment should go through fine with the next try. You can also change payment methods at any time:

  1. Log in to your account with the button in the footer of the homepage, or at:
  2. Select Payment Details in the menu to the left.
  3. You will see the option to Add Payment Method in the main screen. Please add a payment method.
  4. Check the box next to Update the payment method used for subscriptions, and you’re good to go.

If a payment consistently fails, you will notice that you are no longer enrolled in the course. This happens automatically. Please see our terms and conditions that you agreed to when registering for reference, and always feel free to reach out to us at or with troubleshooting form on this page.

Zoom Platform: Live Conference Access Things

We use Zoom for the live conferences in our online courses, and it generally works very well. Yes, Zoom is free to use for participants!

We know not everyone can make it to the live calls, and so we also record each live conference and make the recording and transcript available as soon as possible after each call (recordings are usually the same day, and transcripts take 2-4 days).

Most people find Zoom easy once you get the hang of it. Once you make it into the call, we will remind everyone how to do things like mute yourself, raise your hand, etc. Really just figure out how to get there and it will be good. Here are some tips:

If you have not used Zoom before, please note that the Zoom installer file will download automatically when you join your first video call. Simply double-click on the downloaded file and let it walk you through the installation process. If you have any trouble with this automatic download, you can get the Zoom Client for Meetings from the download center: Zoom download

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.

Here is a video that shows you what to expect joining a Zoom call on your computer for the first time, and the basics of using the system: Joining a meeting with Zoom

You can continue hear to check out the video and audio settings: Access video and audio settings

There are many more helpful tutorials from Zoom here.

Apple has native apps to use on all of your iOS gadgets for Zoom. Here are all the details from Zoom on using those.

Instructions for Androids are here.

Joining a Meeting by Phone Only

  1. Dial an in-country number. If you dial a toll number, your carrier rates will apply. You can find the numbers on the Live Calls page of your course, and also see a full list of international dial-in numbers at
  2. You will be prompted to enter the meeting ID – the nine (9) or ten (10) digit ID which is on the Live Calls page, followed by #.
  3. If the meeting has not already started and join before host is not enabled, you will be prompted to enter the host key to start the meeting, or to press # to wait if you are participant.
  4. You will be prompted to enter your unique participant ID. This only applies if you have joined on the computer or mobile device or are a panelist in a webinar. Press #to skip.

If you join by computer or mobile device later, you can enter the Participant ID to bind your phone and device session together and show your video when you speak on the phone. To enter your participant ID once you are in the meeting, enter #Participant ID# on your phone.

During the meeting:

The following commands can be entered using your phone’s dial pad while in a Zoom meeting:

  • *6 – Toggle mute/unmute
  • *9 – Toggle raise/lower hand

This link has all you need to know about how to be on video on one device and audio another.

Contact Us if You Need Further Assistance

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