What to Do During a Live Session Problem
OVERVIEW
Steps to follow when chat, phone, timing, connection, or coach availability fails during a live session.
HOW TO
1. Keep the session screen open if possible and note any status or error shown.
2. Try the on-screen reconnect or retry control once if one is available.
3. Do not create repeated bookings or payments for the same failed session unless Support instructs you to do so.
4. Open Help & Support and choose the live-session or technical category.
5. Include the booking/session reference, approximate time of failure, and whether the problem involved chat, phone, audio, or coach availability.
IF SOMETHING IS WRONG
Open Help & Support and include the affected screen, the action you attempted, any order/session/ticket/reference number shown, and a screenshot when useful. Never send passwords, full card numbers, PayPal secrets, or authentication tokens.