Having problems with your account? Experiencing difficulty using the website? Have a question about a Club feature?
Send us an email at email@example.com or check the FAQs below for a fast answer.
NOTE: If you need crisis support, please click here instead (external link — not our website).
Frequently Asked Questions
I'm getting an error message saying I don't have access.
You should be able to go to your Subscriptions tab, and check that your membership subscription is showing as “Active.”
If your subscription is current, please try logging out of your account, clearing your browser cache and then logging back in again.
If this doesn’t fix the issue, please send an email to firstname.lastname@example.org and let us know which page(s) you’re unable to access.
My payment failed. What should I do?
These things happen! But don’t worry, your account won’t be cancelled until your payment fails 4 times.
If you know your card details have changed then you can go to your Account page, select the Subscriptions tab, and use the “Update” link to enter your new information.
Once you change your card details, your payment will be processed immediately.
If you don’t do this, payment will automatically be tried again by our payment processor 4-5 days later. However, you will lose access to the Club until payment is successful. We’ll try to collect payment 4 times, after which your account will be automatically cancelled.
If your subscription is cancelled due to failed payments, you’ll need to sign up with a new subscription if you would like to regain access to the Club.
Please contact us if you have any further questions about your subscription: email@example.com
Can I switch to the annual plan?
Yes! You can upgrade to an annual membership at any time, and switch back to monthly if you need to.
To do so just go to the Subscriptions tab in your account. Click “Change Plan” to select the membership option you want.
IMPORTANT: Your new plan will begin at the end of your current subscription period.
If you change from annual to monthly, your monthly plan will begin at the end of your annual subscription.
How do I cancel my membership?
Click “Cancel” on your Subscriptions tab. (This video shows you how, in less than one minute.)
IMPORTANT: Cancellation is not immediate. You have access to the Club until your current subscription period ends. Check your subscription period on your Subscriptions tab.
You may cancel as far in advance as you wish. In fact, please cancel your account WELL BEFORE your next payment is due. You won’t lose access until the next payment date.
How do I change my password?
On your Account page, at the VERY bottom, there’s a wee “Change Password” link right next to the “Update Profile” button.
How do I change my profile picture?
In the main menu, go to “Account” and then “My Profile.”
Once in your profile, click “Profile” in the top row and “Change Profile Photo” on the second row. Follow the instructions to take or upload a picture.
Pictures should ideally be 150 x 150 pixels square, but you can crop any photo as needed. We discourage members from using images of their faces, for privacy reasons.
You can change your picture any time, or delete it to revert to our Club Member avatar.
We reserve the right to remove offensive photos. (Not that you would do that.)
You can find a selection of downloadable images here.
I favorited a post but it's not showing up in my Favorites
Confusingly, there are “Favorites” in two different places in your profile.
One is under “Forums.” If you favorited a forum or topic, you’ll find the post here.
The other is under “Activity.” The posts you favorite that aren’t inside forums will appear here.
The short answer: Look for your favorites in both places!
If I cancel a friendship, will the person know?
They won’t be notified, but they will no longer see you in their Friends list.
Do you offer 1-on-1 consulting?
Tina does offer 1-on-1 consultation by telephone or online video through her private practice.
However, because of high volume and the limited number of hours in each day, unfortunately we’re not able to offer one-on-one services as part of Reconnection Club membership.
Please visit Tina’s website, TinaGilbertson.com/consultation, to learn about private consultation.
Submit a Help Request
Didn’t see your question above? Send us a note. We’ll get back to you as soon as we can, usually by the next business day.