Frequently Asked Questions

How do I reset and change my password?

How do I reset my password?

On the login page, click Forgot Password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the instruction email, click Reset Password and you will be directed to select a new password before being redirected to the catalog page.

How do I change my password?

Once signed into your account, you can change your password by clicking My Account or Dashboard from the top navigation menu. Select Password and update your password.

How do I update my billing information?

Once signed into your account, you can update your billing information by clicking My Account or Dashboard from the top navigation menu. Select Billing and update your billing information.

Do you offer a trial period before signing up?

Unfortunately, we do not offer trials, our main offering is Elevate Academy and our Who Loves You Membership.

You may also follow us on IG @wholovesyou_UK for a tonne of free content and to get a taste of our process our terminology.

Can I cancel a membership?

WLY’s Cancellation & Returns Policy

As an Elevate Academy and Who Loves You member who chooses the 12 month payment plan option may cancel their membership within the first 72 hours of enrolment for an early cancellation fee. For Elevate Academy the cancellation fee is £20 and for Who Loves You Membership the fee is £50. After the initial 72 hours post enrolment, the cost of cancellation is the remainder of their membership agreement. If a member would like to buy out their membership, their access will be removed upon receipt of payment and no refunds will be permitted for previous payments.

Who Loves You’s Refund Policy

All purchases are final sale and refunds are not provided for previous months on the Elevate Academy and Who Loves You membership programs or a la carte purchases regardless of whether the student has logged in to view the content. Who Loves You maintains the right to refuse refund at any time or provide the option to take Who Loves You store credit to be used on future purchases.

There may be occasional glitches with our app or the website may experience downtime. Who Loves You will always work to resolve these outages as quickly as possible. No refunds will be provided with temporary access issues with the app or downtime with the site.

My credit card is being declined. Why is that?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

My video does not playback smoothly. How can I fix this?

Video playback depends on several factors. To improve your playback experience, make sure you have a fast, stable internet connection. We recommend using the most recent version of Chrome, Firefox, or Safari. You may experience playback issues with outdated devices and browsers.

Can I watch videos using Chromecast and AirPlay?

Yes! Both Chromecast and Airplay are compatible with our site.

To use Chromecast: Locate the Chromecast icon in the bottom right corner of the video you want to cast. Click the icon and select the correct Chromecast from the pop-up in your browser.

To use AirPlay: Open the video on your apple device and click the AirPlay icon in the bottom left corner.

Can I watch videos on my phone or tablet without using an app?

Yes. Our website adapts to phone and tablet browsers so you can watch our content anywhere!

Which browsers are supported?

While we recommend using the latest version of Google Chrome, we also support Firefox and Safari browser released within the last five years. You may experience playback issues when using an out of date browser or any version of Internet Explorer.

I need more help

Please send us an email with your full name, the email you used for account and a description of the issues you are experiencing to and one of our team members will be able to assist you further.