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Troubleshooting and FAQs
Resolve common issues related to accounts, payments, access, and downloads.
Last updated: 7 août 2026
Objective
Provide an initial response to recurring issues before contacting support.
Requirements
- Note the email address associated with the account in question.
- Identify the page and the action causing the problem.
- Avoid including medical or banking information in a support request.
Steps
- If you didn’t receive an email, check your spam folder, promotions tab, and the email address you used, and wait a few minutes.
- If you forgot your password, use the reset link on the login page.
- If a payment was declined, check your mailing address, card, and Stripe messages.
- If content is locked after payment, refresh the page, log in again, and then check Dashboard > Subscription.
- If you’re having trouble downloading an ICS, JSON, or WAV file, try using a newer browser and check your download blockers.
- To delete an account or export your data, go to Dashboard > Privacy.
Tip
A screenshot of the error message—without any sensitive information—helps speed up troubleshooting.
Caution
Never send your credit card number via email or a contact form.
Common issues
- If the problem persists after following these steps, contact support via the Contact page.
- Include the relevant page, the approximate time, the browser, and the message displayed.
- For content-related questions, please specify the exact title of the infoceutical or fact sheet.