Help and FAQs

Got the App?

DOWNLOADS: We have Apps for Android and Apple devices on the Google Play and Apple App stores. Search for "Health Masters Live" in your app store. You can download your videos while you have wifi and watch them offline to save data usage while you are out and about. We recommend that you only download a few courses at a time. The courses you have started will continue to appear at the top of your course list. If you start a number of courses this area can get quite busy.

LEARNING REMINDERS: We know that it can be hard for anyone to find the right time to learn. That’s why we’ve created Learning Reminders in our Mobile Apps that allow your to set reminders at the time and frequency you're most likely to learn - because even a few minutes of learning every day makes a difference. Setting a reminder is a great way for you to stay motivated and on track to finish your courses and reach your goals. You can select the days of the week and the time of day you want to receive reminders straight to your device. Learning Reminders are like your own personal coach who motivates you to jump back into action (we all need a little reminder now and then). Your will find the “Learning Reminders” feature via the “More” section in your app. See picture below.

: You can now click on the heart on the top right corner of a course description box to add it to a favourites list. Try it! You can favourite the courses you love in the App by clicking on the heart icon. The favourites will appear under Favourite Courses in the Profile screen. See picture below.

How do I access the Apps?

Click here to access our google Play App. Click here to access our Apple App. Search for "Health Masters Live" in your app store.
Write your awesome label here.

I purchased a course. How do I access it?

If you have purchased a course visit the course page and you will have full access to it to stream immediately. Alternately, you can access the start page (as soon as you log in) or the "Me" link (also called My Courses) in the top menu. If the lesson is still to be presented live it will say so on the course page. Recordings of live events are put on the course page up to 6 hours after the live event.

The courses you have started will appear at the beginning of the course list. If you have an All Access Pass, ALL of the courses will be listed on that page by default. Use the search bar to filter courses. If you are looking for our LATEST courses please choose that course category from the drop down menu near the search bar.
By clicking on a course card on the Courses page, you will also be redirected to its contents where you can watch a webinar or download the notes etc.

How do I change my email?

Click on the Profile link, via the drop down menu on the top of the website, and then click the "edit" button. Please note that this won't change your email (or add your new email) to our newsletter system which will mean you will still receive newsletters to your old email. You can unsubscribe from these via the link on the email and you can sign up using a new email address via the link on the bottom of our website. 

How to send a private inbox message to support

Click the "Tech Support" option that can be found on the top bar menu (under "Me").

OR you can click on the Inbox link from the top bar (under "Me") then click on New message at the top right. Start typing “@support” and a list of suggested accounts will appear. Choose the correct one. Fill out your message and click Send.

Where to find the class discussion board

Click on the "Discuss" tab (next to "Path") in the course player, to access the discussion of this course. You can use this to communicate with your classmates and instructor. 

How to navigate inside a course

Once you access a course, you will find a full table of contents on the left-hand side of the screen. You can browse through the sections and access the learning activity you would like to study. You can always come back re-visit any learning activity you wish. Any learning activities that you have visited are marked with a discrete checkmark.

How do I complete a course

All you need to do is click into every section of the course (for at least 2 seconds) so that a "tick" shows next to each section. That will "complete" it. You may need to do a quiz to get the certificate. 

How soon will I get access to my courses?

You will get access to your course(s) immediately after you make an online purchase (or when you have been manually enrolled by the instructor). All courses will be available for you if you are enrolled in an All Access Pass.

Can I take more than one course at a time?

Yes. You can take as many courses as you wish. We highly recommend, if you have an All Access Pass, that you take just a few classes at a time so that you don't feel overwhelmed. The courses you have started will appear at the beginning of the course list.

Can I download course content?

VIA OUR APPS: Yes! You can download the video to your phone in order to watch it offline. This is a non-sharable download. 

All notes and PDFs are available to download both via the APPs and the WEBSITE. Audio files are not available for download.

 We don't have non-sharable downloads available via our website yet. We sign intellectual property agreements with our presenters that allows them to keep their IP and excludes downloads that you can share. Many of them are writing books or producing other materials and wish to keep control of the distribution of their content.

If you are enrolled in a course (paid or not) you will have access to the whole course contents for streaming the webinar and audio and downloading the notes, ebooks and PDF files. You will need to be connected to the internet, to stream the content.

Do I have to be online at a specific time to take a course?

No, you can take your course whenever you want. The course remains online around the clock. All you need is internet access and a fairly modern browser. The exception to this are Live webinars, which need to be visited at the prescheduled time.

All of our upcoming live webinars will be listed on our live calendar page.

Where is the invoice for the course I just bought?

You can find fully detailed invoices for all the courses you have purchased on the Account page, which can be found by accessing the top bar menu on the top-right corner of the school page.

How do I edit my account details and change my password?

When logged in to your school, click on the Profile link that you can find on the top bar main menu, right below the "Me" link. This will lead you to your profile page.

Click on edit to start changing your personal info. You can update your name and email address, add your professional experience so that other members of the community can learn more about you, as well as add your social accounts for others to be able to contact you.

How can I change my password?

Changing the password can be done from your Profile page. Select "Profile" under "Me" on the top menu. Select "Change Password", enter your new password, and click on Save.

How to find and access a course that I have completed

You can access your courses anytime until they expire (12 months from registration) by logging in and visiting the course page. The courses you have purchased appear first in the school’s course catalog.

If you have an All Access Pass, none of your courses will expire until your subscription is cancelled. All of the courses will appear in the course catalogue for you to access. Use the search function to find a course.

The courses you have started will appear at the beginning of the course list. You can see on the picture below that this person has started Sports Nutrition Gems, so it now appears at the top of the Course list.

Why 12 months Access?

If you have an All Access Pass, once you have enrolled in a course you will have access until your subscription expires. If you are purchasing courses as-you-go they will have a 12 month access stated clearly in the course description.

Keep in mind that there are a few associations that don’t allow CE points if it takes you longer than 6 months to do a short course. They believe if someone has long access they can do a portion of the class, which is then forgotten before they do the rest of the class. For best learning outcomes, it is best to get it done within 6 months.

Is it worth the money?

If for any reason you decide that the Health Masters Li event you purchased was not a good investment for your professional development as a health practitioner we will happily refund your money.  

How do I trust that you are unbiased?

We are an unbiased form of education. We take pride in this. We receive many emails from companies wanting to promote their supplements etc. through us. We will not do this. If you feel that you are being sold to at any stage, you get your money back. It’s that simple. We are committed to providing unbiased education and don’t get paid unless we do an awesome job.

How long after a live broadcast can I watch the recording in my account?

The course video recordings are generally available to watch within 6 hours of the LIVE event broadcast.

How will CE be handled and will you do it for me?

When you complete your Course you can then download a personalised certificate containing your education hours. Your association typically converts this to CPE credits.

We do have instant approval through many associations, however, there are hundreds of associations around the world. If your association is not one of our approved associations, that’s ok, as you can typically submit your certificate with hours of attendance on it and your association will credit you a certain number of points per hour.

Find out more about our approved CPE here.

How do I become a presenter?

If you are interested in becoming a presenter for Health Masters LIVE please email us your proposal, including the topic/s, myths you would like to overturn, and clinical pearls that might make a difference in how other practitioners practice. Please also send any links to any websites with your work, social media sites or videos of your previous speaking engagements.

You will have to have been a proven leader in the area of health that you wish to speak on. We will forward anything you send to our Production Team. They will then be in contact with you directly if they have questions or follow-up items.

My coupon code is not working

Make sure when you add your coupon code you click the "Redeem" button. 

Exchange rates and currency conversion

When the currency you’re paying with is different from the default currency of the country where you are located, we convert your payment automatically. All prices on our platform are in Australian dollars. 

We broadcast around the world but our head office is located in New Zealand. This may incur an exchange fee from your bank. If you are in Australia we highly recommend cards such as 28degrees or Wise to avoid this. There are similar options in the US and Canada.

The base exchange rate on our site uses data from third parties, such as OANDA. It’s updated regularly, but may not be identical to the real-time market rate.

How can I cancel my subscription plan?

Log in and access your Account. On this page, you will find a Cancel Subscription button. If you proceed, the page will display a button for the optional reactivation of the same subscription plan or the option to choose another one by clicking the Change button. You can cancel at any time and still retain access to the time you have paid up to. 

Does the website save all my certificates?

Yes, it does, under your Profile area.

What if I get a pass but don't access it often?

To get the most out of Health Masters Live we recommend that you attend your classes live. This allows you to ask questions and encourages you to complete your coursework. If you choose to watch the recordings because the live class is inconvenient for you please add notifications to your calendar so you are reminded to watch them.

We know life gets in the way sometimes and things can get left behind. If you do need a little extra time to finish a course just let us know. Don’t leave watching the recordings until it is too late. It’s important to make some time to become a better practitioner right? You only get out of it what you put into it.

Building a learning habit is a key part of your success. And the most important part of making anything a habit is to find time in your schedule to do it. In other words, you have to make learning a part of your daily routine.

For ongoing access, purchase an All Access Pass yearly subscription. This gives you access to ALL of our content, both live and recorded, for as long as your subscription is active. If you watch a few Masterclasses a year it’s also the best value.

How do I get the most out of my All Access Pass?

The AAP gives you access to everything we have done and everything we will do for the life of your subscription. You will find a course for almost every one of your patients. It's an enormous database of the very best clinical strategies available. And the list is growing. It is a vast resource that you can go to at any time.

Many choose to keep their subscription running as part of their clinic resources so they can go straight to the very best information, in detail, at a moments notice. You can watch as much as you want, as often as you want. Unlimited access to all materials. All of your CE done and dusted, although we know the value of our education reaches further than just using it for CE.

Many thanks to those who send us emails about how the platform assists you in practice. That's what keeps us going. We endeavour to cover the vast majority of clinical presentations along with practice management advice via our ongoing Practice Builders series. As advances happen, we strive to be the place where you hear it first. Please let us know if you have any questions about the platform or how to use it to get the most out of it. Smart practitioners choose our AAP. 

How often should I log in? We have practitioners who log in every now and then and practitioners who log in daily. Most fall somewhere between the two. If you feel you are not using your AAP to its fullest extent please set aside time to do so. The last this we want is for you to feel dissatisfied with the platform just because you don't make use of it.

Add notifications to your calendar so you are reminded to watch your course content. We know life gets in the way sometimes and things can get left behind. Don’t leave watching the content until a week before your subscription runs out. It’s important to make some time to become a better practitioner right? You only get out of it what you put into it. Building a learning habit is a key part of your success. And the most important part of making anything a habit is to find time in your schedule to do it.