Tech Support - Frequently Asked Questions
I've just registered and I cannot log in
When you first register, you are sent an activation email. Please read that email and follow the instructions. All memberships are approved personally by Lisa Renee, usually within 24 hours of your first subscription.
If for any reason you didn't receive this activation email, or you are still experiencing issues, please follow these instructions:
- Make sure your username and password are correct and try logging again.
- If you did not receive a verification and welcome email, please check your junk mail or you may have provided an incorrect e-mail address.
- If you are sure the email address you provided is correct, contact us here.
I'm a member and I can't access the community site
There are several reasons why this could happen. First, be sure that your username and password are correct. You can request a password reset from the "Forgot Login?" link. Also make sure that your PayPal account is still current and your subscription hasn't expired. Please don't re-subscribe if the last payment on your subscription was successful. We've had issues with PayPal (out of our hands) creating duplicate subscriptions which go undetected when users re-subscribe while their current subscription is active. Lastly, delete cache and try again. If you still can't log in, please contact us here.
I've paid but the system says my subscription has expired
If this happens please make sure to double check your subscription in PayPal and if the last payment request from PayPal was successful.
IMPORTANT: Don’t click on the reactivate or renew button until you're certain your current subscription has expired.
If you still have issues contact us here.
I've been away for a while can I reactivate my old account?
Yes, you can reactivate your old account if it's still on our system, even if you never finalized your subscription method. However, very old subscriptions may have been deleted, but to find out just try to log in and see if your account is still in our system. You can use your username or email to retrieve your account information by using the "Forgot Login?" option. Remember user accounts are independent of the method of payment or PayPal account. You can change those while keeping your same ES profile account with us. You can use a different PayPal account to resubscribe with your old membership if you'd like to.
Our system doesn't allow duplicate email addresses, so if the system is not allowing your registration it may be because your email is in our system if you were a member in the past. If this is hte case, just retrieve your old account, as described above.
How do I change the way I pay for my membership? Do I need to create a new ES account?
You can change payment methods and even PayPal accounts while keeping your same ES member account. Your ES account is separate from the PayPal subscription.
This is something you do through your PayPal account. At this point all our memberships are handled through PayPal. While it is not ideal, it is the best way for us so far.
Here is the best way I know how to do this (new PayPal instructions), but it might change at any time:
- Log in to PayPal
- Click on the icon at the top right to go to your profile information
- Click on the “My money” tab on the left side
- By “My Preapproved payments” click update
- Now you’ll see a table with your recurring payments (including old ones).
- Click on the one that says “Avatar of Ascension, LLC”, if you have more than one click on the one that says Active. If you have more than one AOA subscription active Please let us know right away as this should not be the case.
- Under “Payment method” you have a primary and backup payment method, the primary is probably “PayPal Balance” and you can’t change that, but for the backup method you can click change and make sure that it is the up to date card you’re using and not something that will not work.
- Make sure to save your change.
If there are no other funding sources available, add a new credit card:
- Click on the Profile subtab
- Choose the Credit Cards link from the Financial Information column
- Click Add
- Follow the on-screen instructions to add a new credit card to your PayPal account
To use a different PayPal account all together, you'll have to cancel the subscription, or wait till it expires and then renew with the new PayPal account.
Forgot user name or password. What can I do?
If you forgot your password click on "Forgot login?" at the top of the page and follow the instructions provided.
This will take you to a page where you will choose if you lost your user name or your password, then enter your email address and you will receive an immediate email with instructions on how to reset your password.
How can I change my password and other personal info?
You can change your password and all your personal info by first logging in and clicking on "View My Profile" at the top of the page. Scroll down and click on "Update Profile", then on the appropriate tab to update your information. You can change all your information including your password.
How do I cancel my membership?
If you wish to cancel membership, the best way is to go to your PayPal account and cancel the recurring Energetic Synthesis (Avatar of Ascension) membership payments. This is way you stop any further withdrawals of your recurring fees. After cancelling your subscription in PayPal, your access to the site will continue until the last paid term of your membership has expired.
If you wish to terminate all access immediately, click on the "Unsubscribe" button on your profile page, under the membership tab. This will terminate your membership right away. Please confirm in your PayPal account that the recurring subscription has been cancelled as well.
Registering and attending the Q & A
Please note that the event starts at 3:15 pm (Pacific Time) on the third Wednesday of each month.
Members don't need to register. The class is free for registered members, which can be accessed from the Ascension Q&A menu item under the EVENTS tab, when logged in as a member.
For non-members upon confirmation of your payment, you will receive an email (please make sure you enter your email correctly) with your purchase confirmation and links to 4 downloads:
- Ascension Q&A info (PDF): This document will have the instructions on how to connect to the LIVE WEB CAST (including username and password). Download this file immediately and keep it for your records, you will need it for the day of the web cast.
- Ascension Class recording (mp3): This is the recording of Lisa Renee's class. Please note that even though you get the link for it right away, it will NOT be available until the day AFTER the class. Once it becomes available, please save it to your computer.
- Ascension Q&A recording (mp3): This is the recording of Lisa Renee's Q&A with participating members of the class. Please note that even though you get the link for it right away, it will NOT be available until the day AFTER the class. Once it becomes available, please save it to your computer.
- Ascension Meditation recording (mp3): This is the recording of Lisa Renee's meditation for the class. Please note that even though you get the link for it right away, it will NOT be available until the day AFTER the class. Once it becomes available, please save it to your computer.
If you do not receive this email soon after you've completed your payment, please make sure it has not gone to your spam folder and contact us promptly.
The web page you'll be directed to will have the LIVE LINK to listen to the live web broadcast of the monthly conference. When Lisa is live you'll see an active play button. Click on it to hear the LIVE WEBCAST, remember that you must be logged in with the provided username and password from the INFO PDF file in order to hear it (the order number and password on the email text, is only for reviewing your order and it's not the one needed to access the class.
To submit a Question for the Q&A, please post question in the comments area below the webcast player, which you may do in advance of the class.
Please note: the download links to the recordings will NOT WORK until the day AFTER the conference takes place. The first recording is general discussion, second is Q&A and third is our monthly meditation treatment. These recordings are sent to you as an additional service for you to keep. Please download these files (which are mp3 audio format) to your computer, as we can't guarantee how long we'll be able to keep them available. You're also free to copy them to any other devices you wish (iPhones, etc.). Please save these files to a computer as soon as possible, as the links will expire at the end of the current month.
Can I use my Android, iPhone, iPad or Tablet to view the site?
Yes. However some functionality might not be available. The site is constantly being updated and is adapting to mobile devices and the complex technology it uses. You'll find the site getting easier to navigate if you're using such devices, especially small screens. Still, a mobile device has much more limited capabilities than a laptop or desktop computer, so you might encounter issues with such devices. Please know that Apple Inc. does not allow direct downloads from the internet to their devices as you must go through iTunes, there are some ways around it, but this means that you probably won't be able to directly download any of the meditations directly to your iPhone or iPad.
The live monthly class may be listened to directly from Android devices, iPads and iPhones.
Unfortunately, downloading files from the Platinum Archives directly to an iPhone or iPad is not possible.
If you have issues, please post a comment below and we'll answer as soon as possible.
How can I download my purchases from the shop to my iPad?
iOS devices such as iPads and iPhones, do not inherently allow you to download and save files directly to your device. Apple requires you to download them to your computer first and then sync the files with iTunes. However, some people have found a workaround. This is not an issue for Android devices which can download directly and save to the device.
We've tested the site thoroughly and we've eliminated previous download issues. If you're using an iPad or an iPhone, please see the questions above on that matter. Please make sure your browser is up to date and that your internet connection is stable (you can check this by going to www.speedtest.net).
If the problem persists you may contact us here, indicating your problem in detail, so that we may try to reproduce it.
I have trouble viewing some of the info. What can I do?
Please check to make sure that your browser is up to date. Restarting your computer may help as well. We have installed a robust system on the new server to handle all audio and video which is more adaptive to the various systems out there. Adobe Flash Player is no longer a must to have installed but it's still a very good option to have.
We'd still like you to enjoy your cookies, especially those chocolate chip ones. We use browser Cookies on our site, mostly for membership sessions, and these are from the software platforms used on our site, which are all open source. Please know that everything on our site is handled by us (Lisa and Tomás), we have no 3rd party ads and we do not share any of the information of our subscribers with anybody.
Clearing Cache and Cookies
You may want to remove the cache and cookies from your computer on a regular basis.
The simplest way is to do a no-cache reload:
Windows: ctrl + F5
Mac: Apple + R or command + R
Sometimes this isn't enough and you may need to more directly erase the cached content. This can be done by going to the browser's settings page and manually selecting to clear the cache component specifically.
Besides cache, which generally refers to the temporary data kept by the browser for a given session (this data can include images, style sheets, scripts, etc.), browsers store several other types of data connected with the sites you visit, for example, cookies, history of sites visited, form data, logins and passwords, site preferences, etc. This data can also be selected to be cleared in the browser but should, in theory at least, not affect the issues addressed by clearing the cache, which have to do with using obsolete/incomplete/corrupt components of a site.
It's good to clarify a few things:
Note that cookies, cache and form data are all different and don't need to be all at the same time.
Cache was invented to speed up the internet. What happens is that we usually go back to the same places, so instead of downloading the webpages again, your browser says "Ah! we've been there before, here's what you asked me to show you 2 SECONDS AGO!", so instead of downloading all those pictures and info again, it uses the "cache" that's already on your computer. It starts to get tricky when the pages displayed are dynamic, meaning that they are generated by your waiter, I mean the server, when you ask for them. Our server, as most of the internet sites nowadays (what they call the Web 2.0 to be cool) are dynamic pages. This tricky issue is compounded when the server creates it's own "cache" because he doesn't want to go back to the kitchen every time for the same things. At some point you'll say "I wanted the dressing on the side, not all over my croutons!" and both the server and the browser will point at each other with "it wasn't me" looks on their faces. Here's when it's time to clear the cache.
Cookies save information that help you move around the site without having to log in at every page ("remember me" options), among other things. Cookies can also be used for advertisers to know where you've been and hence show you what they think you might want to see (hence the term cookie was invented, hum, stolen? borrowed?). Disabling these is a no-no, but you can delete them every once in a while if you'd like. You can go further into telling your browser not to accept cookies from any site you don't trust.
Form data is the information your browser stores when you type in something like your name, address or password and it's displayed again when you return to the form so that you don't have to type it again. Usually, because this can be a sensitive issue, the browser will ask you when you install it if you want to save that form data to make it easier for you. It's a personal choice, and you do as you think best. You can change those options or delete that info at any time (a must if you're giving your computer to someone else).
The instructions for clearing the cache and cookies is different for each browser and version. The easy way is to find the icon usually in the top right of the browser, and find your way to the browsing data. Chrome has a nice check-box list so you can choose what you'd like to clear. If you're not sure, Google it!
Personally I clear Cache much more often than Cookies and Form Data, which is very seldom.
I have difficulty reading the site
We all like the website our own way, with big or small fonts, high contrast or low contrast, and of course we can't please everyone, but what you can do is set your browser to adapt to your preferences. Namely you can set the browser's "zoom" to adjust to what you like and other things like default font size. You can press ctrl + +/- and changed the "zoom" of your browser. To reset back to the default setting: ctrl + 0. How you see a webpage depends on many factors, not just how we code the site, but also your screen size, your screen resolution, your browser settings, so it might pay to play around with your browser's settings to find what's comfortable for you.
I didn't get the link for Items I bought in the Shop
Once the order has been completed you'll receive an email from us with all the details of your purchase including the download links in the form of an invoice, with an attached PDF invoice. In this confirmation email from our site (not the PayPal confirmation email), you'll see the products that you purchased listed there. Underneath the description, any items that are downloadable will have a link saying "Download Link for:" and the name of the file. Click on that link to download it. Please don't use an iPhone or iPad to do so as it will not work and will generate errors, due to iOS's restrictions.
Alternatively you can go to the Shop on our site and click on "View Your Orders" on the bottom left, enter your order number and the pass code sent to you (ie p_xxxxx) in the confirmation email and you'll see your order details and any download links. This helps if you have trouble downloading from your email client. There's also a "View Your Orders" link in your confirmation email.
The confirmation email is an automated response and you should receive it within a couple of minutes after you've concluded your payment. Please make sure your email is correct and always check you junk folder if you can't find the confirmation email.
If you're a member remember that you can download everything that's in the shop and more from the Platinum Archives.
If you don't get the email from us within the first hour, please let us know here.
What is the best browser to use with the site?
Google Chrome and Firefox are available for Windows, Mac, and Linux, and can be downloaded and installed alongside with any other browser. They are currently the best browsers for use with the Energetic Synthesis site in terms of how pages are displayed and how well the functionality of the site works overall. Both of these browsers are being constantly updated, so often there can be issues that pop up unexpectedly. For this reason it is a good idea to keep several of these browsers installed and up to date, as they can alternate as to which one works best at any given time.
The most popular browsers are Chrome, Firefox, Safari, and Internet Explorer. Which ones are available by default will depend on the operating system. Computers running older Windows software will have Internet Explorer installed by default and Macs will have Safari. In both of these cases updates to the browsers happen as part of the general operating system updates, which typically happen automatically. As of the Windows 10 release, Microsoft launched a new browser called Edge, which should be closer to the performance of Chrome and Firefox in terms of feature implementation and rendering.
Firefox and Chrome also have mobile versions that can run on the Android and iOS platforms. Using these can often resolve issues with the browsers that come installed by default.
Firefox and Google Chrome are open source. Internet Explorer/Edge, Opera, Mercury and Safari not open source browsers.
All of these browsers offer capabilities to install extensions or add-ons. Because these can be developed and published by just about anyone it is recommended that one exercise caution when installing add-ons and only do so when the add-on is coming from a trusted source.
What is the difference between navigating the site with http and https?
The ES site is available in both HTTP (Hyper Text Transfer Protocol - which is the common protocol or "language" computers use to communicate with each other over the Internet) and HTTPS (which adds encryption to HTTP), this means that you can enter the address in the browser as http://energerticsynthesis.com or https://energerticsynthesis.com and the site will work exactly the same. HTTPS provides a layer of security by encrypting the content that is exchanged by the browser and the server. When you request an address that begins with "https" the browser and the server first agree on an encryption mechanism and the proceed to use that for all communications in that session. We have installed the necessary software and certificates for this to happen.
Sometimes there are issues where the browser will not play non-encrypted audio files while in https. To listen to the files just visit the page without the encryption (with http and not https in the address).
How do I create a permanent signature for my posts?
You can specify a signature that will automatically appear on all your posts. The signature can use BBCode, which is the markup code used in forum posts to format text (bold, colors, size) and insert content like images, links, emoticons, etc.
The easy way to craft your signature is to start a post, and experiment with what you want to create. You can view the results by pressing the "Preview" button. When you have it as you want it to be, copy all the text in the post window (without hitting Submit), then click Cancel, or open another browser tab and go to your profile, edit and paste the text you copied in the Forum Signature box (under the Portrait tab). Click Update to save.
How do I subscribe to receive forum posts via email?
There are 2 ways:
1- Go to the page for the topic you wish to subscribe to and click on the "Subscribe" button at the top of the messages list.
2- When you reply to a topic, check the box requesting to subscribe to it.
You can also subscribe to a category and receive emails for all the topics under that category.
How do I unsubscribe from receiving forum posts via email?
You can see all your subscriptions from your user profile page. First select the Forums tab, then the Subscriptions tab. There is a trash can icon for each entry and one on top, in the header row, which can be clicked on to delete all subscriptions. You can also go to the particular topic your are subscribed to and click the "unsubscribe" button.
I am not receiving some or all of the emails sent from ES
You can take the following actions to ensure email will be routed correctly:
Find any email from us in your spam folder and mark it as NOT SPAM (this sends a trigger to the server and if there are enough of these hopefully it will make a difference)
How do I change the title of a topic I started?
Just edit one of the posts and the title becomes editable along with the main body of the message.
How can I include images in my posts?
Images can added to posts by first uploading as an attachment to the post and then inserting anywhere on the post (the image will be placed where the cursor is located). When you upload an image, if it is bigger than 1600 pixels (width or height) the system will re-size the image to 1600px on the biggest length.
How can I include videos in my posts?
If it is a YouTube video you can just paste the link directly in the edit area and when submitted a video window will appear on the post, or use the YouTube icon which pops up a menu where you can also paste the link into. If the link is to any other video site the link will just appear as a regular hyperlink.
What is the size limit on images/attachments in posts?
At present it is 3.9MB.
I wrote a post entry and when I submitted it the entry was lost. What happened?
Most likely it is an issue with a timed out session. Sessions are timed out after 60 minutes. It is recommended that you save your progress for posts that are likely to take more than a few minutes to write. You can do this by highlighting the text and copying to the clipboard (Control C on a PC or Cmd C on Macs). You can also write your post on a text editor and paste into the forum edit box when you are ready to post.
I've been trying to make a post and it would not let me submit it saying I had too many links
The issue is probably not the amount of links, but, most likely, that at least one the links is not formatted correctly. The limit on the amount of links in a post is 50.
I am getting a message that I reached the download limits on the Platinum Archives
Download limits are placed to protect the server. The limit for members is 7 recordings per day. However, if you reach the limit, you can let us know and we'll reset it for you.
A very common issue is that downloads attempted from an iOS device (iPhone, iPad, etc.) will pull from the server but not actually save to the device, so it continues to make the request until reaching the limit imposed by the server. Audio content can be streamed and listened to by using the web player located on the download page but if you want to download the file to the iOS device you have to download to a computer and sync with iTunes. (is there another workaround for this?)
How do I search?
There are two separate search functions, one for content on the ES site and one for posts in the Community Forum.
To search content on the ES site go to the bottom of the page where there is a search box and enter your search term there. Results will be displayed from all the content in the ES site, except the community forum. Note that at the current there is no way to specifically specify an area of the site to narrow the search to, but you can often add that to the search term and get, more or less, the desired effect. For example if you want to search for Krystal Aegis but only in newsletters, you can type in "Krystal Aegis newsletter."
To search posts click on the Search tab of the top menu bar in the Community page and enter the search term in the Keywords box. Note that there is a difference between using multiple keywords and a phrase. For example, putting in Krystal Star is different from putting in "Krystal Star."
How do I download the podcasts?
Podcasts can be listened to directly on the ES site via the web player located with each newsletter. Podcasts are also published as news feeds (RSS feeds) so they can be accessed with news feed client/media player programs, such as Apple iTunes or Google Play. Podcasts can also be downloaded directly to your computer by right clicking on the podcast link on the podcasts page and selecting "Save As."
How do I sign up to receive the monthly newsletter via email?
Go to the newsletter sign-up page and fill out the form. You will need to confirm your email address. Subscribing to the newsletter doesn't require membership to our site. As a member you'll only receive the newsletter if you sign up for it. You can unsubscribe from the newsletter by going to the same sign-up page or clicking on the "unsubscribe" link at the bottom of any newsletter you received.
I downloaded a video but I am having trouble playing it
Try using the VLC player. It is free and open source and handles most video file formats better than any other player.
Why is the page looking weird?
Try closing the browser (all open browser windows) and opening it up again. This may help to reset it.
You may also want to ask your question in the comments below and we'll answer it, or another member will answer it (wink, wink!) this way we can have an organically expanding FAQs.
(Comments are ONLY available for REGISTERED MEMBERS)