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Frequently Asked Questions

General

What if I can’t find my question in the FAQ section?

If you can’t find an answer to a question you have, please contact customer support by filling out the contact form on the CONTACT US page. We are eager to help you in any way we can.

What is iCoachSkating.com?

iCoachSkating.com is a membership-based community website for skating coaches, adult figure skaters, and skating families, focusing on skating education. The website offers detailed video instruction on “how to figure skate” and “how to teach figure skating.”

Who runs iCoachSkating.com?

iCoachSkating.com was created by Trevor Laak, a skating coach based in the United States.  Trevor runs the day-to-day aspects of the website.  Sheila Thelen handles our social media accounts, especially our Facebook page and Twitter feed.  Dialyn Dopp is our customer service specialist.  To learn more Trevor, Sheila, and Dialyn, please visit our ABOUT US page.

How much does iCoachSkating.com cost?

A monthly subscription to iCoachSkating.com is $29.97 re-billed automatically each month.

Annual subscriptions are also available to existing subscribers who know they want to maintain their subscription over a longer period of time.  The annual subscription is $267, re-billed automatically every 12 months.  This represents a 25% savings over the monthly rate, or 3 free months each year. Subscribers who are interested in this option should contact us using the form on the CONTACT page.

2-Month gift subscriptions are also available at $59.94. These are a one-time payment and is not re-billed automatically. Some subscribers purchase the gift subscription for themselves. Note that the 2-month gift subscription is exactly the same cost as two months of our regular monthly subscription.

The cost of a subscription is based on a number of factors, including video storage and bandwidth costs, costs to acquire and produce the content, website maintenance costs, and the estimated number of members. Our goal is to keep the cost within the reach of virtually every single coach, adult skater, and skating family.

Can I download the videos to my computer?

You may NOT download our videos for any reason.  Your paid subscription to iCoachSkating.com gives you the right to log in to our website and view the videos online, but does not give you any ownership rights.   It is against the Terms of Service of iCoachSkating.com to download our videos, for any reason, even for personal use.

Are there any free videos on the website other than the ones displayed on the home page?

Yes there are many free videos on the website, but we’ll need to send you the links to those videos.  Please use one of the “FREE video” sign-up forms on the website to sign up for this email list so we can send you links to all the free videos, including new free videos when they become available.

What exactly do visitors who sign up for the free videos have access to? Where is the free information?

Our free member emails provide links to pages that free members have access to.  These “free” pages are available to anyone who visits iCoachSkating.com, but no links are provided on the website detailing their location as they are always changing.  Thus, you can learn about this links only by being on our free video email list, or know someone else on the the list who shares the links with you.

There is no need to log in to see these free videos.  They are not restricted in any way, and all website visitors can see them.  The problem is finding them as there are over 600 videos on the site.  We send out emails to our free video email list any time a new free video becomes available.

When you register for the free videos at iCoachSkating.com, you are automatically added to our free video email list, contingent upon you verifying your email address. If you do not verify your email, you are removed from that list.

To make sure that you’re on the free member email list, look around on the site and find one of the free information sign-up boxes.  Sign up there.  If you’re already signed up for this information, you’ll get a message saying so (no harm done as you can’t be added twice).  After you sign up, be sure to verify or confirm your email in the first message we send to you. The subject line will start with “RESPONSE REQUIRED”.

Do you have updated information on the International Judging System (IJS)?

There is very limited information at iCoachSkating.com on the IJS or International Judging System. We do not maintain updated information on IJS as it is constantly changing.  Please contact your skating federation or national coaching organization for information on IJS rules and requirements, as well as specific rules and requirements for your national judging systems.

Does your video analysis of jumps, spins and other Figure Skating Skills employ quantitative methods?

Almost all of our video analyses discuss air times and some also cover details such as rotation rate, body and joint angles, jump phase timing, and body part trajectories.

New Subscriptions and Renewals

How much does iCoachSkating.com cost?

A monthly subscription to iCoachSkating.com is $29.97 re-billed automatically each month.

Annual subscriptions are also available to existing subscribers who know they want to maintain their subscription over a longer period of time.  The annual subscription is $267, re-billed automatically every 12 months.  This represents a 25% savings over the monthly rate, or 3 free months each year. Subscribers who are interested in this option should contact us using the form on the CONTACT page.

2-Month gift subscriptions are also available at $59.94. These are a one-time payment and is not re-billed automatically. Some subscribers purchase the gift subscription for themselves. Note that the 2-month gift subscription is exactly the same cost as two months of our regular monthly subscription.

The cost of a subscription is based on a number of factors, including video storage and bandwidth costs, costs to acquire and produce the content, website maintenance costs, and the estimated number of members. Our goal is to keep the cost within the reach of virtually every single coach, adult skater, and skating family.

How can skating parents buy a gift subscription for their coach?

Please contact customer support via our contact form on our CONTACT US page for detailed instructions on how to buy a gift subscription.  The specifics are different, depending on whether you are an active subscriber or not.

I canceled my subscription a while back for financial reasons. I would like to renew my membership at this time, with a new credit card.

All visitors without an active subscription should create a new subscription.  Add the new credit card to your PayPal account during the checkout process.  If your PayPal email address matches your login email address, your old account with be activated.  If you have a new PayPal email address, please contact customer support using the contact form on our CONTACT US page for assistance.

I would like to purchase a gift subscription to iCoachSkating.com for someone else. How can I do that?

Please contact customer support directly and we will be happy to assist you. You can reach support by filling out the form on our CONTACT US page.

I only want to join for one month/year. Can I make the payments stop after one month/year, rather than letting it automatically renew?

Most subscribers prefer being automatically re-billed as they want a continuous long-term relationship with iCoachSkating.com.  So we only offer an ongoing subscription with automatic billing.  However, if you wish to only join for one month/year, subscribe as usual and then cancel your subscription in your PayPal account.  Your website access will continue for the remainder of the month/year you’ve paid for.

I received a confirmation email from Aweber with instructions to click on a link to confirm my email address. Is it safe to click on the link in this email from iCoachSkating.com?

Yes it is safe to click on that link. We use a highly-respected third party as our primary email delivery service.  That service is called Aweber and the confirmation email will come from aweber.com.  Aweber is simply reaching out to you to be certain you want to receive information through them from iCoachSkating.com.  After you confirm, all future emails will come from iCoachSkating.com through the Aweber email servers.

Updating Payment Options

I’d like to use a different credit card to pay for my iCoachSkating.com subscription. How do I change it?

This is a multi-step process and takes place entirely within your PayPal account:
1. Please log in to your PayPal account. You will go to a “My Account Overview” page.
2. Run your cursor over the “Profile” menu item at the top of the page and select “Add or edit credit card” from the drop down menu.
3. Add your new credit card as a payment option within your general PayPal account, but DO NOT remove your old current credit card until you have finished the following steps (if you do, your subscription to iCoachSkating.com will be terminated immediately).
4. Next, go back to your PayPal Profile page, and select My Money
5. Next select “My preapproved payments”
6. Find your subscription to iCoachSkating.com (it may be under Axel Concepts LLC or The TAL Group LLC)
7. Click on “Details”
8. Change your payment method and save

Please contact iCoachSkating.com support using our CONTACT US page for more information or assistance.

I need to update my credit card expiration and security code information. How do I do that?

Log in to your PayPal account and under the Profile menu, click on “Update credit card”.

I need to update my credit/debit card number. Where can I manage my account?

All of our payment processing is handled by PayPal so you’ll need to manage your subscription through them.  Please follow the instructions below carefully:

1. Go to PayPal and log in to your account
2. Add the new payment option (credit/debit card)
3. Find your iCoachSkating.com subscription under Profile –> My Money –> My Preapproved Payments
4. Open your subscription and change the method of payment to your new payment source
5. Save your subscription

When changing payment options, make sure you add your new credit/debit card to your account before removing/canceling your old one. If you remove the existing payment option, PayPal will automatically cancel your subscription.

Please contact iCoachSkating.com support using the contact form on the CONTACT US page if you have problems.

Cancellation and Refunds

How do I cancel my subscription?

You may cancel your subscription by logging in to your PayPal account, finding your subscription to iCoachSkating.com, and canceling it there yourself.  [PayPal –> Profile –> My Money –> My preapproved payments]  If you have problems, please contact our support team by using the contact form on our CONTACT US page.  Naturally we are sorry to hear that you want to cancel and we’d really appreciate some feedback so we can improve the website or our support for future members.

How do I get a refund?

All new subscribers are eligible for a full refund during the 30 day refund period.  To request a refund, use the contact form on the CONTACT US page. If you are eligible, we will issue your refund immediately.  If you are canceling after the refund period, we may not be able to provide you with a full refund, but our support agents will reach out immediately and discuss your options. Please note that it may take your bank or credit card 3-5 working days to issue your refund after we have refunded it on our end.

Email Updates and Member Profiles

How do I change my email address?

To change your email address at iCoachSkating.com, you’ll need to do it in 2 places.

First, you need to click on the link at the bottom of one of the emails we send to you through our Aweber email delivery system. You should see a link at the very bottom that looks like this:

>> To unsubscribe or change subscriber options visit:
>> http://www.aweber.com/z/r/xxx-xxx-xxx-xxxxxxx-xx==

Click the link and make your changes.

Second, visit your Subscriber Home page and update your email address in your Profile Information.

https://icoachskating.com/subscriber-home/

NOTE:  The new email will be required for logging in.

How can I edit my personal profile?

To edit your personal profile, please log in.  Then visit this page (if you’re not already directed to it):

https://icoachskating.com/subscriber-home/

On this page, you may update your name and email address as well as your password, your address, and your phone number.  As a general rule, iCoachSkating.com does not use any of this information except to contact you in case of a problem.  When you first sign up, for security reasons PayPal does not supply us with any information except your name and email address, so that is all that is initially filled in on your profile.

Please keep in mind, if you change your email address on the profile page, you must then use that email address for logging in.  However, changing your email address in your profile does not change it in our email delivery service database, so our regular “new video update” emails will still go to your previous address.

I’m not getting the regular email updates notifying me when new videos have been posted.

When you first subscribe to iCoachSkating.com, two emails are automatically sent to the email address associated with your PayPal account.  The first email is a welcome email generated by the website itself and the second is a “confirmation email” generated by our email service provider.  If you are not getting our regular email updates, it means you did not “confirm” your email address (or the emails are going to a different address than you expect).

There are a number of reasons that you may not have confirmed your email address for us, but the most common reason is the confirmation email ended up in your spam or bulk folder.  If you’ve signed up within the last day or two you may still find the email in that folder.  If you do, simply click on the link in that email.  But if you do not have that email address, you’ll need to manually sign up for our updates.

To manually sign up for updates, please log in to iCoachSkating.com and visit your Subscriber Home page here:

https://icoachskating.com/subscriber-home/

There should be a signup form there.  If you have any problems, please contact customer support using our contact form on the CONTACT US page.

Login and Video Access Issues

I would like to know why I do not have access to certain videos.

You do not have access to certain videos for one of three reasons:

1. Are you an unregistered website visitor? If you’re trying to access a page protected for our free members or paid subscribers, you’ll need to register for a free membership or a paid subscription to access those pages.

2. Are you registered as a free member? If so, make sure you’re logged in to see the free member content. If you’re trying to access a page protected for paid subscribers, you’ll need to sign up for a paid subscription to access those pages.

3. Are you a paying subscriber? If so, just log in and you should have access to everything on the website!  If you do not, please contact customer support using the form on the CONTACT US page.

As always, if you have specific questions, please contact customer support using the form on our CONTACT US page.

I’m a paying subscriber and today when I logged in, it said I don’t have access to the latest video. I COULD log in but I COULDN’T watch the video. Why?

It is likely that your subscription to iCoachSkating.com was canceled for some reason, most likely due to an issue with your credit card.  Because you are registered on the website, you can still log in.  But because your subscription is not active, you don’t have access to the videos.

Please check your PayPal account to see if your subscription to iCoachSkating.com is still active.  If it is and you still can’t watch the videos, please contact customer support using our contact form on the CONTACT US page.  We will address your problem immediately.

If your subscription to iCoachSkating.com is no longer active, please create a new subscription.  Once a subscription is canceled in PayPal it cannot be re-activated and a new subscription must be created.  We are sorry for this inconvenience, but this is strictly a PayPal issue.

I’m getting a message that says I don’t have access to the videos. I am a paying subscriber.

Usually this problem is caused by a credit card issue. If you manually change your credit card at PayPal or your credit card on file at Paypal expires, your subscription to iCoachSkating.com may automatically be canceled by PayPal. To see if this is the problem, please log into your PayPal account and search for your iCoachSkating.com subscription. If it has been canceled, you should see it there.  To regain access to iCoachSkating.com, please resubscribe.

If you’re subscription is still active with PayPal, please contact our support department using the contact form on our CONTACT US page.  We will solve the problem immediately.

Video Problems

I’m having trouble seeing the videos. I can hear the commentary, and see the bar moving along the bottom of the screen, but my video screen is black.

For computer playback we’re using standard flash video players. So the first thing you should is make sure you have the latest flash player update. To get that, go here:

http://www.macromedia.com/go/getflashplayer

If that doesn’t solve the problem, please submit a support ticket and include the following information:
1. Do you have cable, DSL or dial up internet connection?
2. Are you using a wireless router or wireless laptop?
3. What kind of computer do you have?
4. Can you watch YouTube videos easily?

Some or all of the videos won’t play for me. Help!

The newest videos on the website have been optimized to play on a variety of devices including all computers, iPhones, iPads, and most other smartphones and tablet computers.  However, our video format may not play on some devices.  Additionally, a small number of older videos on iCoachSkating.com are only encoded into flash which is not viewable on Apple mobile devices like iPhones and iPads (and iPod Touches).  These older videos should be upgraded shortly.  If you’re having problems or have any question, please contact iCoachSkating.com support using our CONTACT US page.

 

 

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