Manage Your Account
Having problems with your account? Experiencing difficulty using the website? Have a question about a Masterclass feature? Check the FAQs below for a quick and easy answer:
Can I upgrade to Annual?
Yes! We’d love to have you upgrade your subscription to an annual membership.
To do so please fill in the contact form below and tell us this is what you’d like to do. We will then change your subscription to an annual membership. Your account will be pro-rated to take account of any time you have remaining on your current subscription period, so your annual payment may not be taken immediately. Will let you know when payment will be taken however.
Do you offer one-one coaching or consulting?
Yes, we do. In fact you can work directly and privately with Ru. To do so please fill in the contact form below and tell us this is what you’d like to do. We will then get in touch to discuss what you need help with and how it works.
Can I put my account on hold?
You can pause your account at any time by scrolling down to the ‘Manage My Subscription’ section on this page. Here you will see an option to ‘Pause My Subscription’. Once you click this link please complete the form and we will put your subscription on hold until you choose to resume.
What happens when I pause my account?
When you pause your account you will continue to have access to the Masterclass until the end of your current subscription period. After this you will lose access to all of our membership content. We do not put any set time limit on the length you can pause for, however due to restrictions by our payment processors we must have a known start date to resume billing once again.
How can I cancel my account?
You can cancel your account at any time by scrolling down to the ‘Manage My Subscription’ section on this page. Here you will see an option to ‘Cancel My Subscription’. Once you click this link please complete the form and we will cancel your subscription. Please note: you must submit the cancellation form at least 48 hours prior to the payment processing date. We cannot guarantee your cancellation request will be processed in time if it occurs within 48 hours of 12:00am GMT on the billing date. The billing process is automated, but the cancellation process must be handled manually.
My payments have failed, what should I do?
These things happen! Don’t worry though, your account will not be cancelled until your payment fails 3 times. If you pay by credit card and you know that your card details have changed then please look for an email from us which will include a link to update your card details. Once you change your card details your payment will be processed immediately. If you pay by PayPal please ensure that there are adequate funds in your account so that payment will go through when it is tried again. Payment will automatically be tried again by our payment processors 5 days after a failed payment, but you will lose access to the Masterclass until payment is successful. If your subscription is cancelled due to 3 failed payments, you will need to sign up with a new subscription if you would like to regain access to the Masterclass. Please contact us using the form below if you have any further questions about failed payments.
I’m receiving an error message and I cannot access some of the content?
If your subscription is current then please try logging out of your account, clearing your browser cache and then logging back in again. If this does not fix the issue please contact us using the form below and let us know what page you are receiving this error for.
How do I change my Masterclass username, email address, password or notifications?
All of your personal account details and settings can be adjusted within the main Masterclass members area. Sign into the Masterclass with your personal details. On the main homepage dashboard, towards the top right hand corner, you will see your Masterclass username and any profile picture you have selected. Simply click on your username and a list of options will be available to you. You can manage all of your personal account information and preferences here.
Manage Your Subscription
Please note: All account and subscription requests are subject to our Terms & Conditions.
If your question isn't answered above please use the form below to get in touch with our support team and we'll get back to you as soon as we can.