FREQUENTLY ASKED QUESTIONS

You don't need to wait for a specific file to be emailed to you! You can access your purchase immediately in two ways:

1. Check your email: Look for an email with a direct login link sent immediately after purchase.
2. Log in directly: Go to our website homepage, click "Login" in the top right corner, and sign in. Your new product will be waiting for you inside your Library.
3. Go directly to our login page HERE

**Please note if you never set a password or forgot your password details, access the login page HERE, click on the "forgot password" option and follow the steps to reset your password. MAKE SURE TO USE THE EMAIL THAT WAS LINKED TO YOUR PURCHASE. 

1. First, please check your Spam, Junk, or Promotions folders. Search for "Mr Salles" in your inbox. 
2. If you still cannot find the confirmation email access the login page HERE, click on the "forgot password" option and follow the steps to create your password. MAKE SURE TO USE THE EMAIL THAT WAS LINKED TO YOUR PURCHASE. 
3. If neither of the two options above are successful please contact us with your full name and email used for the purchase, details of the issues you are having and we will resend the login details.

This usually happens if you have used a different email address for a previous purchase. Please check if you bought the course using an alternative email (like a personal Gmail vs. a school or work email). You must log in with the exact email used at checkout.

This means you already have an account with us! All purchases made with the same email account will go into the same product library linked to that email account, you should not have any issues with this!

This might mean you already have an account that is linked with your purchase email. No worries, all products purchased under the same email account will appear in your product library once logged in. 
 
Access the login page HERE. 

**Please note if you never set a password or forgot your password details, click on the "forgot password" option and follow the steps to reset your password. MAKE SURE TO USE THE EMAIL THAT WAS LINKED TO YOUR PURCHASE. 

If you never set a password or forgot your password details:

1. Access the login page HERE
2. Click on the "forgot password" option and follow the steps to reset your password.
3. MAKE SURE TO USE THE EMAIL THAT WAS LINKED TO YOUR PURCHASE. 

Links can sometimes time out. Please try refreshing the page and clicking the link again. If nothing happens, check your device's "Downloads" folder, as the file often saves silently in the background. We recommend using Google Chrome or Firefox on a computer for the best results.

This is usually due to internet speed or browser compatibility.

• Try watching on a different browser (Chrome/Safari).
• Pause the video for a minute to let it load.
• Click the Gear Icon on the video player to lower the quality (e.g., to 720p).
• If you are on mobile, ensure your software is up to date.

While our site is mobile-friendly, some browsers struggle with heavy content. We highly recommend downloading the free Kajabi App. It allows you to access all your Mrs Salles courses in a mobile-optimized format, without needing to log in via a browser every time.

Kajabi App for Android

Kajabi App for Iphone

Yes! If you use the Kajabi App, you can play the course audio in the background even while your phone screen is locked.

Kajabi App for Android

Kajabi App for Iphone

If a payment is declined, banks sometimes hold the funds as "Pending" for 3–5 days before releasing them back to you. If the charge settles and remains on your statement after 5 days, please contact us with a screenshot so we can investigate. 

This can happen if the "Buy" button was clicked twice during an internet lag. Check your bank statement to see if one charge is just "Pending." If both charges clear, contact us immediately with your order number, and we will refund the duplicate payment.

Please check your receipt to confirm exactly what was selected at checkout. If the delivery doesn't match the receipt, reply to your confirmation email explaining what the issue is and we will work on getting corrected promptly. 

Log in to your Library, click your Avatar (profile picture) in the top right, and select Settings.

• Click Purchase History to view and print invoices.
• Click Billing Info to update your credit card details safely.

Zoom links are sent via email before the session. Please check your spam/junk folders. If you are using an older email, the link may have expired, always look for the most recent email from us.

This often happens if you have previously unsubscribed from our emails or if they are landing in "Promotions." Please add our email address to your Safe Senders list. If you missed a live session, don't worry, we will upload the recording to your Library soon.

**This only applies to lessons that were advertised as having recorded replay access. 

All our lessons are listed in London Time Zone. We recommend using a free online time zone converter to check your local time. If you missed it, the recording will be available in your Library shortly. **This only applies to lessons that were advertised as having recorded replay access.