How can we help?

Can I view my payment history?

You can view your payment details anytime from your Payment Details page. To do this:

  1. Login to The Sanctuary
  2. Click the main navigation item ‘My Profile‘.
  3. Click the Payment tab
  4. Scroll down to access the View my Payment History link.
Do i have to fill in personal information to use The Sanctuary?

No. The Sanctuary uses your personal information (like children’s ages, pregnancy details and your health goals) to build a custom series of classes just for your needs. If you don’t feel comfortable entering this information you can simply search for classes using the ‘Find a class’ search function.

You will need to provide your full name, email address, state and postcode in order to setup an account. We keep this information safe and only use it as a way to understand and better serve our membership.

How can I become a maven or writer for The Soul Feed?

We are always on the look our for inspiring yoga, Pilates, mindfulness, meditation and spiritual leaders, personal trainers, nutritionists, sexual and holistic wellbeing coaches, psychologists, doctors, doulas, midwives and counsellors who specialise in Women’s Health. Currently, we are filming at our studio in Melbourne, Australia but plan to film across Australia and beyond. If it sounds like a fit, please head along to our contributor form and send us your details! We look forward to hearing from you!

How do i cancel my account?

If you have a monthly membership plan you can cancel your account by filling in this form here.

Please note that all cancellations need to be made at least 2 working days in advance of a designated billing day to avoid payment for that month.

How do i change my credit card details?

You can change your credit card details anytime using our update payment function. To do this:

  1. Login to The Sanctuary.
  2. Click the main navigation item ‘My Profile‘.
  3. Click the Payment tab.
  4. Scroll down to use the Update payment method link.
  5. Fill in your new credit card details into the form.
  6. Click Update credit card information button.

All done!

How do I change my password?

If you need to update your password, head along to the login page here and click the question mark icon for FORGOT PASSWORD function. Enter your email address and you will be emailed a link to setup a new password.

If you do not receive your forgot password email, please check your SPAM, junk and promotional folders for it. If you still cannot find it, your email program may be blocking it completely from reaching you. In this case, you can either email us to request a password reset or you can add this address to your email programs address book: enquiries@themindfulmum.com.au

How do I join the Facebook Private group?

Once you have completed your free trial, go ahead and join us on the Private Facebook Group! Meet other like-minded mums, have a say on upcoming classes, get sneak previews and out-takes, access to our Mavens, and much more. Go to our Facebook Group here and request access in the top banner area by clicking the ‘Join Group‘ button.

It will take up to 48hrs for us to approve your request, provided your Facebook email matches your account email for The Mindful Mum.

Remember, if your Facebook email address is not the same as the email you used to register your account with us, you will need to email us to let us know. If this is the case, please send us an email using our support form here and supply your Facebook email address so we can cross-check your details.  We look forward to sharing in the journey with you!

How do i use a coupon or special offer code?

If you have not signed up to The Sanctuary yet, please go to the registration form by clicking here and fill in your coupon code in the signup process. You will need to enter your credit card details as part of submitting your coupon code.

If you are already using The Sanctuary and wish to apply a coupon code to your existing account, please follow these steps:

  1. Log in to The Sanctuary
  2. Use the main navigation to go to Your Profile page.
  3. Click the Payment tab
  4. Scroll down to the ‘Update Payment Method‘ link.
  5. Reenter your credit card details and fill your new coupon code directly into the coupon field to apply new your offer.
  6. Press Update Credit Card information button to submit.

All done!

Please note that you can only have one coupon active on your account at any time. A new coupon will supersede the previous one. Once a coupon ends, the membership continues on the full price as per our terms.

I am having technical problems – what do I do?

Please use our support form here to fill in the details of the issue you are experiencing and we will get back to you as quickly as we can. We try to get back to users within 24hrs, but we do thank you for your patience if this takes a bit longer as we are also mums ourselves!

Please do not post on our social media with technical issues as it is not regularly checked for technical requests.

I have lost my login details – what do i do?

If you have lost your username:

You username is the email address you used to register your account.

If you have lost your password:
You can request a new password by doing the following:

  1. Going to the lost password page here (or by login page and clicking question mark icon).
  2. Enter your username/email address for The Sanctuary into the username field.
  3. Click the ‘Get new Password‘ button.
  4. Navigate to your email account where you will shortly find an email with a link to update your password details. Please check your junk folder if you cannot find the email.
  5. Click the link in the email provided to enter a new password to The Sanctuary.

 

 

My account has expired. How do I reactivate?

If your account has expired due to payment failure or cancellation, you can still access your profile area to reactivate your account. To do this:

    1. Log in to The Sanctuary with your existing login details.
    2. When you login you should be forced to the Payment page but if not, you can click here to go to the Your Profile page where you can click the Payment tab.
    3. Scroll down to click the Update Payment Method link.
    4. Fill in your new credit card details into the UPDATE PAYMENT METHOD form.
    5. Click the Update credit card information button to save.

The new information should take up to 3 hours to update. Depending on your browser, you may also need to close your browser window, open it again and navigate to the site to login to view full length videos.

Please note that until these new credit card details are processed and accepted you will not be able to access any pages on the site while you are logged in.

Why can I only view short versions of the videos?

You need to be logged into The Sanctuary with an active account to view the full length versions of our videos.

I was logged in but still see only short versions of the videos:

If you were logged in previously, you may have been automatically logged out due to inactivity or access on another device. When this happens you will need to log in again by clicking the Login button in the top right of the site to log in now.

I am seeing a message above videos saying my account is inactive:

If you seeing a message ‘Your account is inactive’ on a video page, then your account has been rendered inactive due to cancellation or failed payment. You can easily fix this by reactivating your account in My Profile area. See our FAQ on My Account has expired- how do i reactivate? for more information on how to do this.

If you are still experiencing issues please use our ‘Support’ contact form here. Thanks!

Will my credit card details be safe?

Absolutely! The Mindful Mum uses a secure payment gateway called Stripe to process your payment information. This is the same gateway used by Adidas, Pinterest, Twitter, Kickstarter and Facebook among 100,000+ other businesses, and is well regarded for its high level of security. All your payment details are processed through Stripe directly and not shared with The Mindful Mum website.

Will new classes be added?

Yes! We are committed to growing our library of classes monthly. Apart from building our library of general health and wellness classes for mums, we are also doing a monthly masterclass on a particular topic. We would love to know what you would like to see in The Sanctuary as we build our offering, so please let us know! You can give us your thoughts by contacting us through our contact form, our connecting with us via our Private Facebook Group. We can’t wait to hear from you!