SUPPORT

I. TECHNICAL QUESTIONS REGARDING ACCESS TO YOUR COURSES

Please refer to the following to troubleshoot any problems you may be experiencing accessing your course. If none of these help, please contact hello@danceinsanity.com for support.

1. How to reset my password?

You can reset your password here.

Or if you’re logged into your account , click on the avatar icon (top right hand corner for desktop; top left hand corner for mobile), and select “edit profile”.

2. I logged into my account, but cannot access my course page. 

Log out of your account. Then clear your cache and browser history. Close your browser, then re-open. Log back in and that should re-set your account.

3A. I’m having trouble accessing my course on my desktop.
Please follow these steps:

A. Click on the “Login” on the top right hand corner of your screen. Sign into your account using your email and password that you created when you purchased the course. If you do not remember your password, you can reset your password here.

B. Click on your profile on the top right hand corner of your screen. You will see a drop down menu. Select “My Courses”.

C. Scroll down and you will see the courses you purchased displayed below. Click on the name of the course to start.

3B. I’m having trouble accessing the course on my mobile device (phone/ tablet).
Please follow these steps:

A. Click on the 3 horizontal bars on the top LEFT hand corner of your device. Login to your account using your email and password that you created when you purchased the course. If you do not remember your password, you can reset your password here.

B. Click on the 3 horizontal bars on the top left corner of your device again. Click on the “Profile” – a circle with a shape of a person (on the top left corner)

C. Scroll down and Click on “COURSES”.

D. Scoll down and you will see the courses you purchased displayed below. Click on the name of the course to start.

4. I am not seeing check marks by the lessons that I have completed. 

You’ll need to click on the “COMPLETE” button at the bottom left side of each lesson to start tracking which ones you have completed.

5. It’s showing “Failed” under “My Courses”. How can I correct that? 

No problem! You’ll need to reset your course. Simply Click on your course under “My Courses”. This will take you to the Course Summary Page. Scroll all the way down and click on “RETAKE COURSE”. This will reset your course progression. Then, go back through the lessons and click on the “COMPLETE” button for each lesson that you’ve completed.

6. I can login and get to the course page but cannot access the lessons.

Your account may need to be reset by us. Please email us if you are experience this problem.

7. The video lessons are not playing.

A. Usually, it’s because there is something that is blocking our video delivery plugin (vimeo.com). Are you using any of the following?

  • Firewall
  • Ad-blockers
  • Anti-virus
  • Accountability program (such as Safe Eyes or Covenant Eyes)
  • Browser Extension

If so, temporarily disabling those (one at a time) to see if that allows the videos to play. Once you discover that is blocking the videos, then, update its setting to allow vimeo.com.

B. Use a different browser: Firefox, Chrome and Safari all work great.

C. Try clearing your cache – Instructions below.

For Mac users:

A. Using Safari –

  • In the Safari menu bar, click the Safari option.
  • Click the Clear History link.
  • In the Clear drop-down menu, select the time range where you want to clear browsing data.
  • Click the Clear History button.
  • To learn more about clearing your cache in Safari, visit Apple Support.

B. Using Chrome:

    • On the browser toolbar, click the Chrome menu icon.
    • Select the More Tools link.
    • Select the Clear browsing data link.
    • In the data drop-down menu, select the time range where you want to clear browsing data.
    • Select the Cookies and other site and plug-in data and Cached images and files checkboxes.
    • Click the Clear Browsing Data button.
  • To learn more about clearing your cache in Chrome, visit Google Support.

C. Using Firefox:

  • In the Firefox menu bar, click the Firefox option.
  • Select the Preferences link.
  • Click the Privacy tab.
  • Under the History heading, click the clear your recent history link.
  • Select the Cache checkbox.
  • Click the Clear Now button.
  • To learn more about clearing your cache in Firefox, visit Firefox Support.
For PC users:

A. Using Internet Explorer –

  • In the Internet Explorer menu bar, click the Tools icon.
  • Select the Internet Options link.
  • In the General tab, under the Browsing history heading, click the Delete button.
  • Check the Temporary Internet files and website files and Cookies and website data checkboxes. Remove the check for the Preserve Favorites website data checkbox.
  • Click the Delete button.
  • To learn more about clearing your cache in Internet Explorer, visit Microsoft Support.

B. Using Chrome –

  • In the Chrome browser toolbar, click the Chrome menu icon.
  • Click the More Tools link.
  • Click the Clear browsing data link.
  • Use the drop-down menu to select the time range from which you want to clear browsing data.
  • Clear browsing data by selecting checkboxes. Select the Cookies and other site data and Cached images and files checkboxes.
  • Click the Clear Browsing Data button.
  • To learn more about clearing your cache in Chrome, visit Google Support.

C. Using Firefox –

  • In the Firefox menu bar, click the Firefox option.
  • Select the Preferences link.
  • Click the Privacy tab.
  • Under the History heading, click the clear your recent history link.
  • Select the Cache checkbox.
  • Click the Clear Now button.
  • To learn more about clearing your cache in Firefox, visit Firefox Support.

D. Using Edge –

  • In the Edge menu bar, click the Hub icon.
  • To view your browsing history, click the History icon.
  • Click the Clear all history link.
  • Choose the types of data or files you want to remove. Select the Cookies and saved website data and Cached data and filescheckboxes.
  • Click the Clear button.
  • To learn more about clearing your cache in Edge, visit Microsoft Support.

D. Try changing your hardware acceleration settings:

Google Chrome Users

  1. Click “Customize and Control Google Chrome” (top-right corner) and choose settings

  2. Choose “Show Advanced Settings” at the bottom

  3. Under “System” find “use hardware-acceleration when available” and click the check box

  4. Restart Chrome

  Firefox Users

  1. Click “Tools” and select “Options”

  2. Choose “Advanced” and then the “General” Tab

  3. Next select “Use hardware acceleration when available”

  4. Restart Firefox

  Internet Explorer users

  1. Click Start, and then click Internet Explorer.

  2. Click the Tools icon in the upper-right corner, and then click Internet Options.

  3. Click the Advanced tab, and then under Accelerated graphics, select the Use software rendering instead of GPU rendering check box.

  4. Click “Apply” and restart your computer.

E. If you’re using a proxy server, that can prevent videos from being delivered to your computer properly. You may want to check with your network administrator about it.

F. Finally, it is possible that your browser does not have Transport Layer Security (TLS) enabled. Most modern browsers have TLS enabled by default. You can enable it by following the steps below:

Chrome_icon.jpeg Chrome: Customize Chrome chrome_extension_control_icon.png > Settings > Show Advanced Settings > Network -Change Proxy Settings > Advanced > Use TLS 1.0

IE_logo.jpeg Internet Explorer: Tools > Internet Options > Advanced > Use TLS 1.0

8. I’m logged in and I see another “ENROLL NOW” button. What should I do?

Go ahead and click on the “ENROLL NOW” button to access the course. Don’t worry. You will not be charged again. 🙂

9. I did not receive my confirmation and course access email. What do I do?

Please check your spam/ promotion/ updates folders in your email. Look for emails from hello@danceinsanity.com. Be sure to add us to your contact list, or simply dragging our emails straight into your primary mail box.

10. I contacted you but didn’t hear back.

We always respond within 24-48 hours. Please check your spam/ promotion/ updates folders in your email. Look for emails from liwen@danceinsanity.com. Be sure to add us to your contact list, or simply dragging our emails straight into your primary mail box.

II. SHIPPING QUESTIONS

1. How long does shipping take?

We will dispatch your order within 48 hours (during business days). We ship via USPS. Domestic orders will take about 3-7 days. International orders can take up to 2-3 weeks. Once we dispatch, we will send you an email confirmation with a tracking number.

III. RETURN/ REFUND POLICY

1. ONLINE Course Return Policy: If you don’t think the you purchased course is totally awesome, you can request a refund by emailing us at hello@danceinsanity.com within 30 days from date of purchase and we will make sure you’re a happy camper!  If the request is received on or after the 31st day of purchase, no refund will be issued. Please state “RETURN” in your email subject and include the order number and which course you aren’t 100% satisfied with. This does not apply to any ONLINE LIVE classes. 

2. Dance Diary Return/ Refund Policy: 
A return and refund of the Dance Diary is only accepted if it is in NEW condition and within 30 days of purchase. Please send an email to “hello@danceinsanity.com” with the subject “RETURN” prior to sending the dance diary back to us. You will be responsible for return shipping costs. Once we receive the shipment, it’ll take us up to 1 week to process your refund. Your refund will only be for the product cost paid (excluding initial shipping cost).  We will provide a refund back to your method of payment at purchase.

3. ONLINE LIVE Class Policy: These classes are non-refundable or transferrable once purchased. Classes may NOT be recorded by student. All content belongs to Dance Insanity and cannot be published on any public or private media without permission from Dance Insanity.