I'm a member and I can't access the community site
There are several reasons why this could happen. First make sure you're logging into the correct site.
- If you're using the SAFARI browser, please try using something else. We have numerous reports from many members stating that Safari does not allow them to log in, while other browsers work without issues.
- If you're a member of the blue Energetic Synthesis site, log in here, and if you're a member of the green ES Foundations site, make sure you're loging in here.
- Then be sure that your username and password are correct (with all the sites we log in these days it's easy to get confused. 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/Stripe and if the last payment request 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/Credit Card account. You can change those while keeping your same ES profile account with us. You can use a different PayPal/Credit Card account to resubscribe with your old membership if you'd like to.
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, please go to your PayPal/Credit Card account and cancel the recurring Energetic Synthesis (Avatar of Ascension) membership payments. This is the failsafe way you stop any further withdrawals of your recurring fees. After cancelling your subscription in PayPal, your access to our site will continue until the last paid term of your membership has expired. We had an easy cancellation from our site, but it not always worked, so we had to discontinue it.
Here is how to cancel an automatic payment with a merchant
- Log in to your PayPal account.
- Click Profile at the top of the page.
- Click My Money then click Update beside My preapproved payments to find your payment.
- Select the payment, and then click Cancel.
A subscription can be cancelled up until the day before the next scheduled payment in order for you not to be charged. If you have issues canceling the recurring subscription, please let us know and we'll make sure it's cancelled.
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.
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)
Create a filter for
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 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."
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.
How can I contact you?
104 R NC Highway 54 #330
Carrboro, NC 27510
However, be aware that we receive hundreds of emails a day and simply cannot respond to all of them.
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)