Support
Almost everything here you can fix yourself in under a minute. Search below, or start with the guided sign-in check.
Signing in
Nine times out of ten it's one of three things: the password is from a different account, you originally joined with Google, or your email hasn't been confirmed yet. Walk through the guided check and it will tell you which one it is.
Signing in
Request a reset link and choose a new password. Links are single-use and expire for your security — if yours has run out, you can send yourself a fresh one from the same page.
Signing in
Use the “Continue with Google” button rather than the password field — that's the door your account was created behind. If you'd like a password as well, you can add one in your account settings once you're in.
Signing in
Give it two minutes, then check spam and promotions. You can resend it yourself, and if you mistyped your address you can correct it on the same page without starting again.
Your account
Both live in your account settings. Changing your email sends a confirmation link to the new address — your access stays exactly as it is in the meantime.
Your account
Change your password, then sign out of all devices. That revokes every other session immediately, including phones and shared computers.
Membership & billing
Open the billing portal from your account settings. You can switch plan, update your card, download invoices or cancel. Cancelling keeps your access open until the end of the period you've already paid for, and you can undo it any time before then.
Membership & billing
No. Nothing is switched off while your bank is being retried, which happens automatically over several days. Updating your card in the billing portal settles it straight away.
Membership & billing
Automatically, with no action from you. Your account page shows exactly how many you have left and the date the next lot arrives.
Courses & downloads
Access is granted the moment payment confirms, which is usually seconds but can take a minute. Refresh your library first. If it's still missing after a few minutes, that's a genuine fault and worth telling us about.
Courses & downloads
Yes — everything you've unlocked stays in your library permanently and can be downloaded as many times as you like, on any device.
Privacy
Yes. Export your data from your account settings and you'll get a single file containing your profile, your Thrive Care Plans and reflections, your saved lists and your download history.
Privacy
You can do it yourself from your account settings. Any active membership is cancelled first so you're never billed again, and your personal content is permanently removed. Export your data first if you'd like to keep a copy — deletion can't be undone.
If something genuinely isn't working — a payment went through but access didn't arrive, or a page keeps erroring — tell us and we'll look at it properly.
Contact us