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FAQ

Please browse through our most frequently asked questions.  If your question is not answered, feel free to fill out our contact form by clicking here.


If I have a card with an activation code, how do I redeem my membership?

On the back of your card there will be an activation code with series of numbers and/or letters. You will use this to activate your subscription. 
 
To activate:
 
Go to ECactivation.com and enter that code.  If there are zeros (0) in your activation code, you will need to enter those as well. 
 
Once you enter the code, you will be asked to create a username and password for the site. After that is complete you can begin watching videos immediately. 
 


What should I do if I can't remember my username or password?

No problem. Click here to reset it now.  Alternatively, on the header above, just below the sign in area, press “Forgot username or password?”. Follow the directions to have your username and/or password e-mailed to you. You will need to remember and have access to the e-mail you originally signed up with. If you do not know this, or want us to reset it for you, please contact customer support. 


I submitted a password reset, but have not gotten an e-mail yet.

Sometimes the password reset e-mails get snagged by spam folders. If you check there, you should find it. You can also contact us and we can reset it for you.


I have filled out the contact form and haven’t heard back from you.

We respond to everyone within 2-business days. The most common reasons for a lack of response are:

  1. Due to a typo on the e-mail when you filled out the form.
  2. Our response was filtered by your spam blocker. Be sure to check your spam folder for our response if you haven’t heard back.
  3. If you are a member and used the contact form, this could be due to an out-of-date e-mail in our system, or possibly a typo in it when you signed up. 

In any of these cases, feel free to e-mail us directly at sales@equestriancoach.com with your question and we will respond as soon as we can.
 


I can’t view any videos. I am getting an error stating the plugin is not supported.

Desktop:  Update to the latest version of flash. It can be found here: get.adobe.com/flashplayer/
Once installed, be sure to restart your browser.

A note on Internet Explorer. Internet explorer is known to have frequent bugs with the flash plugin. Because of this, we highly recommend you use either Firefox or Chrome as your browser when going on the site.

Firefox: mozilla.org/en-US/firefox/new/
Chrome: google.com/chrome/browser/

Mobile Device: If you are getting this error while on a mobile device, it is because you are viewing the site in “desktop view” instead of “mobile view” mode. On most phones, to change this, you simply need to open your browser and go to our site. Once you are there, click on the menu for your browser (usually the top right corner) and click on “request mobile site.”  Feel free to contact us with the device you are using and we will be happy to send you specific instructions.

 


My video keeps buffering and won't play smoothly. What should I do?

Ideally you should have a high speed broadband connection from your internet provider, or a strong signal on your mobile device. The player is set to detect your connection automatically and give you the best picture based on your speed.  However, if you connection speed fluctuates (you will see this with wireless broadband cards), then it could cause unwanted buffering while it tries to adjust for the changes in speed.  In this case, you can easily change it manually. 

At the bottom of the player you will see a AUTO, 480p, or 270p.  Click this to select and play at a specific resolution rather than set to AUTO (if you have a slower connection, select 270p). 

change resolution

 


What is the minimum connection speed I need?

Because we do offer video content, this site is not for those who have a dial up connection. We offer many bitrates so you can play the videos at a variety of connection speeds. Our player will automatically adjust to your speed or you can manually change it with the player controls. 
 
Here are the various resolutions we offer and the corresponding connection speeds you will need for optimal viewing. To check your connection speed, we recommend speakeasy.net/speedtest
 
Download speed:

  • .5 - .6 Mbps - low resolution
  • .6 - .9 Mbps - medium resolution
  • .9 - 1.2 Mbps - high resolution
  • 1.2 Mbps and up -  high definition

 
We recommend viewing some of the videos in the Free Video section prior to subscribing to determine if they play to your satisfaction, given your connection speed.


Can I share your videos on social networks or via e-mail?

All of our free videos are available to share via several methods. If you click on the share button (pictured below), it will bring up a screen with all your sharing options.

Share Videos

You can only link to our premium content. If the person you share it with is not a member, then they will see the preview.


Do memberships automatically renew? What is your cancellation policy?

Yes, both monthly and annual subscriptions automatically renew each month/year. But you can cancel with us at any time. We will stop your automatic payments so that you will not be billed again (your membership will end when your current month or year is up). You can cancel through your member area by filling out the contact form on our site or by clicking here.

 


How do I cancel my membership?

You may cancel your membership at anytime. Sign in and go to your Member Area (top navigation).  Click on Membership. Click on Cancel Membership. Alternately, you can click here to go directly to the cancel membership screen.

cancel

Your cancellation will be processed within 2 business days. 

Paid members will no longer be billed for membership.  We do not offer partial month refunds.  Your subscription access will stop at the end of your term and not renew.  You will lose access to all videos, except any free content, at this time. There are no refunds on annual memberships.  Please see our terms and conditions for our refund policy. 


What is your refund policy?

We do not offer refunds on any of our subscriptions.  If you are a monthly member, your subscription access will stop at the end of your 30 day cycle and not renew should you cancel your membership.  You will lose access to all videos at that time. 


What payment methods are accepted?

Solution Graphics

 

 

We use PayPal to handle payments.  They accept a variety of the most popular payment methods.

  • VISA
  • MasterCard
  • American Express
  • Discover
  • E-check

 


How do I know that my payment information is secure?

Our payment processing center ensures that your credit card information is safe and secure and that your email address will never be used for any marketing or third party use. EquestrianCoach.com uses only credited and internationally recognized partners for the protection and security of our subscribers. If you have any concerns about your information, feel free to contact customer support


I don’t have PayPal. Can I pay with my credit card?

Of course! When you are directed to pay, if the PayPal login shows up, you can bypass it by clicking on “No PayPal account? Pay using your credit or debit card”  No PayPal account is needed.

The look of the checkout will vary depending on your browser, but here is an example of where you will find it:

Pay with credit card


I am having issues processing my payment online. Can I pay by phone?

Yes. Contact cait@equestriancoach.com to set that up. The following memberships can be purchased over the phone:

1 Month - $29.99
3 Months - $89.97
6 Months - $179.94
1 Year  - $299.99

DVDs can also be purchased over the phone as well.


How Do I Change My Credit Card?

To change your credit card, please follow the instructions found by clicking here


Do you provide educational discounts to the site?

Yes we do! USHJA Certified Trainers or coaches who train at least one rider who is a member of an educational organization, such as ISHA, IEA, USPC, etc., can qualify for a discount coupon code for an annual membership. (Coaches do not necessarily need to belong to the organization or school themselves, but at least one rider does).  Annual Memberships will be discounted to $99 per year (67% off) for qualifying individuals. For more information, go to our EDU page by clicking here.


I am a USHJA Certified Trainer. Do I get a discount?

Yes. As a USHJA Certified Trainer, you qualify for our EDU discount program. Annual Memberships will be discounted to $99 per year (67% off) for qualifying individuals. For more information on our EDU program, click here.


I am a current member and I am taking the TCP Online Coursework. I see it comes with a free 6 months on the site. How do I take advantage of that?

If you are already a member of the site, please contact us so that we can adjust your current membership in a way that allows you to take full advantage of your complimentary 6 months on the site.


My USHJA TCP Online Course has expired. What can I do?

Once you activate your TCP Online Coursework, you have 6 months in which to complete the testing. After this time, you will be locked out. To unlock the coursework, login to the site and click on "TCP" in the top navigation. You will see a button to purchase additional time to complete the coursework.


I have a specific issue and I need help finding a video that addresses it. Can you help with that?

We do offer a video concierge service. Tell us what you are looking for, or what issue you are trying to solve, and we will do our best to find a video to help. Click here to go directly to the form to fill out your request.


I received a gift membership. How do I redeem it?

If you received the gift by e-mail, there will be a link you can click to redeem your gift.  If you can't click the link, then you should copy and paste it in your browser.  

If you got a gift card, go to ecactivation.com and enter the activation code located on the back of the card.

If you are already a paid member of the site, you will not be able to redeem your gift.  If this is the case, then please contact us and we can add it on manually for you, or refund the person who gave you the gift.


I ordered a DVD and didn't receive it, or it arrived damaged.

E-mail shipping@equestriancoach.com with your name and what you ordered, and we will help you track your package or send you replacement DVDs.


How do I become a member?

To learn more about our membership programs, feel free to visit our Subscription Options Page for your inside look at what we have to offer.  If you are ready to join now, then simply click on the membership level you want and we will add it to your cart.

Annual Membership $299.99 - Get 12 Months for the Price of 10!

Monthly Membership $29.99


How do I give a membership as a gift?

A membership to EquestrianCoach.com is a great gift for any occasion. Click here for full details on our gift cards. 


I just want to join for a month. Can I do that?

You have two options to do this:

  1. You can join on a monthly basis and cancel recurring payments with us after you sign up. You will be able to enjoy your full month on the site and not be billed again.
  2. You can buy yourself a 1-Month Gift Subscription. These do not automatically renew.

I bought a gift subscription for myself, but I don’t see how to redeem it.

Our system takes about 2 hours to process the gift subscription. At that time you will receive an e-mail with a redemption code (sent to the e-mail you specified). If you do not see it, please check your spam folder.


Can I download a video to watch on my computer?

For copyright purposes, the videos are not available for download. They can be viewed online only, but we do stream all videos to help provide a seamless viewing experience for almost any connection speed.


Can I preview a video before becoming a member?

Yes. All of our videos have previews, except the free videos, which you can watch in their entirety. You can also check out our free video of the month to see an example of our full length content.


How do I submit a question to your panel of experts?

You can submit a question by clicking here and filling out the form. This service is available to Monthly, Annual and Lifetime Members of EquestrianCoach.com. Previous "Ask the Experts" Q&A can be found on our blog.


How do I contact technical support?

If you encounter any problems, please contact our technical support team using our contact form. We will respond within 24 hours of your request.


Do you have an affiliate program?

Yes we do. You can learn about it on our affiliate page. If you are interested in the program, contact affiliate@equestriancoach.com and we will get you all set up.


How can I find out if Bernie is doing a clinic in my area?

Click here to view his clinic calendar. If you click on "Agenda" in the top right corner, it will allow you to browse his clinics to see if one is coming to a town near you.

Bernie's Clinic Calendar


I am having an issue watching a specific video.

If any one video is giving you trouble, fill out our contact form and let us know which one so we can check into it for you. Any specific details you can provide will help us diagnose the issue.


I am part of the Mentorship Program or a Stay Connected member. How do I submit a video or question to Bernie?

You should e-mail all of your monthly questions and videos to Bernie at bernie@equestriancoach.com.  If you have a video, we suggest you post it on youtube or other social video site and then send him a link.  You can also mail in a dvd to the following address:

Equestrian Coach, LLC
c/o Bernie Traurig
P.O. Box 1509
San Marcos, CA 92079


I use Internet Explorer and the "Logout" disappears at the top when I login. How can I logout?

Depending on your cookie settings, logout may disappear at the top of the page when you login using Internet Explorer. If this happens, you can also logout at the bottom of each page. 

Here is an image of where you will find Log Out in the footer.

 

logout


Do you have a number to contact you?

We don’t have a main operator. But if you fill out the contact form with your specific question, we will e-mail you back with a response and a number to call should you have any further questions. We find that most all inquiries can be resolved via e-mail, so just let us know your issue in detail when you fill out the contact form so we can attend to it right away.