Frequently Asked Questions

Sales Related Questions

How do I cancel my membership?

All memberships will renew automatically based on your subscription plan. If you wish to cancel your membership please complete the Cancellation Request form 7 days before your renewal date, otherwise you will be charged for the following month. Be aware that cancellations are processed IMMEDIATELY.

Once you have canceled you will no longer have access to the Members Dashboard nor any content on The Autism Helper Member website.

If you cancel your membership, you will not be eligible for a new membership for one year from your initial “join” date.  If you re-join, it will be considered a new membership and you will NOT have access to the materials purchased the previous year. You will also not get to keep the current price. If you initially purchased at a lower price, and want to join again, you will have to pay the higher price.

Do you offer refunds?

Any member that purchases The Autism Helper membership and realizes that it is not for them may choose to cancel their membership within 14 days of purchase.  You’ll need to contact customerservice.theautismhelper@gmail.com.

My teaching partner really wants to use one of the resources I got in The Autism Helper Membership. Can I share it with her?

No, sorry. The membership price covers the cost for one teacher to use the resources for their own classroom/students. You can not share these products with other teachers digitally or in printed form at all. If you have a teaching friend that would like to get our resources too, you can have them contact our support team at customerservice.theautismhelper@gmail.com

When will I get charged for the membership?

You will get charged for your monthly membership on the monthly anniversary date you signed up on. If you signed up on September 4th, you will get charged on the 4th of every subsequent month.

How can I leave you feedback or ask you questions?

We’d love to hear your feedback and answer your questions. You can send them to customerservice.theautismhelper@gmail.com Please give our team a few days to reply.

How do I update my credit card info?

If your credit card is expiring before your next payment, you’ll receive an email from our shopping cart with a link to go in and update that credit card information yourself.  If you should have other problems or just want to change the credit card information we have on file for you, just click the Customer Hub link on the member dashboard, sign in with the email address you used to join The Autism Helper Membership, and make your changes.

What happens if I want to change my password?

No problem.  To change your password you can click the link to reset your password on the login screen. 
Once you submit your request, an email is generated by the site that has the subject line:   [Members – The Autism Helper Membership] Password Reset.  It will be sent to the email address you used when you joined… so if you don’t see it, please check your SPAM folder.

There will be a link in the email that has your username that, when clicked, lets you type in a different password and submit it.  When complete you will be directed to the login screen so you can login with your new password.  

How do I access the private Facebook Group?

Head over to private Facebook Group – The Autism Helper Professional Development Membership – and request to join.  Once of our Admins will get back to you soon.

While you are there, also like our Facebook Page – The Autism Helper Facebook page 

Did we mention that we are very social?

Can I receive CEUs for watching training videos?

Yes, you can get 4 CEUs after 4 months of watching the training videos. CEUs will need to be requested after 4 months and are only available at that interval. School districts differ in what they will accept as a CEU. It is up to each member to confirm that CEUs from The Autism Helper, Inc. will be approved by your school district. Sasha Long, BCBA is an Authorized Continuing Education (ACE) provider from the Behavior Analyst Certification Board.

Members / Technology Questions

Can I download the videos?

You cannot download the videos.  Your access to The Autism Helper Professional Development Membership is ongoing for as long as you remain an active member.  You simply have to log into the site to watch the videos over and over again.

 

Your videos seem to be constantly buffering. What can I do?

We suggest two things: Turning off any other program that might be using bandwidth and after clicking play, allow some time for it to download before trying to watch from the beginning.

Other suggestions:

  1. Turn of HD by clicking on it at the bottom right of the player. This will be a much less detailed version of the video and harder to see the charts.
  2. Or try a different browser. Maybe Chrome, Firefox or Opera will work better for you if you are on Internet Explorer.
  3. And in regard to our last suggestion, please check your speeds. Here is a site for speed test: http://www.speakeasy.net/speedtest/ Just click on the city that is closes to you and it will run. I’d say to run smoothly, you would need 10mbs download or better (ISPs say 5mbs watching videos if nothing else is using bandwidth).  Many home internet providers can supply 20 mbs download and 4 mps upload speeds.  Others provide even faster accessibility such as 90 mbs download and 12 mbs upload.
  4. And last, it might be worth it to see if your ISP has a “data cap” on your service that might be slowing it down.

Lastly, you’re going to get better performance when using a desktop or laptop.  And remember that if you’re attempting to watch on a smartphone, be sure you’re connected to an active WiFi connection (or you may be using huge amounts of your data plan.)

How often will new videos be created?

New training videos will be released each month.  So be sure to come back to the site to watch your training videos.

The videos won’t play on my computer or mobile device. Please help.

We’ll be glad to provide technical assistance whenever possible.  We have tested our videos on the current browsers and devices, but you may have one we haven’t tested.

Just send an email to Technical Support telling us which video you were trying to play and the device you were trying to play it on.  Please provide the Make, Model, and Browser you were using and we’ll check out the problem.

What is a "zip" file and how do I access the content?

ZIP file is simply a collection of one or more files and/or folders but is compressed into a single file for easy transportation and compression.

If your computer is Windows-based, the easiest way to unzip a file is to find the zip file (it may be in a “downloads” folder if you haven’t specified another location, right-click on it and press Extract All.

A new window will open up and you can select where you want the files to be extracted.  By default, it will extract the contents to the same directory in which your zip file resides.  Just hit extract and a folder will be created that has all of the zipped files in it.

Opening ZIP files on Mac is simple. If you want to use the built-in archive utility, just select the Open option from the context menu. To open a ZIP file using The Unarchiver, open the context menu and select Open With and then The Unarchiver. 

If you’re trying to extract files on an iPad, you can find step-by-step instructions here:  https://www.businessinsider.com/how-to-open-zip-files-on-ipad