Frequently Asked Questions

We have tried to cover the most frequently asked questions below that have to do with courses and your account. Simply click on any of the questions below and an answer will open.  If after reading through the FAQS your question is not answered, you will find the contact button at the bottom of the page. For your convenience, this page is linked on every course page and every lesson page for quick access.
Thank you!

WHAT IS AN E-COURSE?
An e-course in an online class. They are simply called “Courses” here on the site. Courses are stored on this website. Each Course is in it’s own private classroom that only people that have registered for the course can access. All videos are pre-recorded and you can watch them at your convenience. All Courses here at JeanneOliver.com have lifetime access (as long as we own and manage JeanneOliver.com).
DO I NEED AN ACCOUNT?
Yes! Now, let’s break that down. If you came over from our old site on NING, then you have migrated over and already have an account here at JeanneOliver.com. It is with that login information that you will need to login (see navigation menu)

*If you are already logged in, the navigation menu will say log out instead.

 

If you do not have an account yet, when you join a course, even a free one, it will auto generate into your account and you will receive an email at the email account you used with your account information.

Note that this will also happen if your first thing is to purchase something in the shop. Everything is under one account here. You can read through the FAQS tabs to learn more about accessing your account.

You ALWAYS have to be logged in to access ANY of your content. Including courses, settings, store purchases.

WHERE CAN I SEE ALL OF THE COURSES I HAVE REGISTERED FOR?

To find all of your courses please see “Courses” in the navigation bar across the top part of every page. Then click the “Your Courses” link that appears. On that page please scroll down and you will find all of your free and paid classes as well as your progression in each. Click on the course name to enter that course.

 

*Note: You MUST be Logged in to view the content on Your Courses page.

If you can’t access the course make sure you have completed your purchase and received the confirmation email. Check your SPAM folder in your email application to be sure & also if it is in SPAM, please mark it “Not SPAM” so it does not go there next time.

If you are on a course page you will find the lessons toward the bottom of the page. If you have purchased that course, you can click the lesson title to access each individual lesson and be taken to it. Again, you MUST be logged in to access the content. If you are not logged in when you click on a lesson, or have not purchased the course, it will simply lead you back to that course home page. Even if it is a FREE course. Even Free courses must go through the process of joining.

HOW CAN I ACCESS MY ACCOUNT SETTINGS?
To access your Main JeanneOliver.com account, click on the “Your Account Details” link that is under the
“Your Courses” link in the main navigation across every page.

On the “Your Account Details” page, you can change your avatar (the picture that shows of you when you post). Along with changing your password and the way your name shows on the website. *Please note that Usernames cannot be changed. Only your name that is shown publicly and your password. You may update your email account.

“Your Account Details” page also has all of your store records. See the image below:

You can click on the different buttons to view different information and access any downloads, view order details etc. By default, you land on the “Account Details” button when clicking on the “Your Account Details” page link.

*Note: Remember… to access your courses, you go to “Your Courses” page in the Navigation bar.

This is a very big site, with a lot to offer! We hope you will click around these pages and become familiar. It all makes sense after you peruse around! Thank you!

CAN I DOWNLOAD VIDEOS?
At the present time all new courses are being offered with downloadable videos. We are currently working backward through our library to enable this for every video in every course. The sidebar on the main course page will show you if that course’s videos are downloadable.

WILL I BE ABLE TO STREAM VIDEOS?
If you have a weak internet connection, then you could possibly have problems. We suggest you join some of our Free Courses first and try out the videos. We cannot control all of the extenuating circumstances of almost 40,000 members. We are very happy to say that the majority have no problems streaming content. Be sure to read through more of the FAQS here on how to be sure you are set up.
*All high-quality online courses are offered at 1080p but we also give you other choices based on your internet connection. If you watch in full screen and experience buffering click the gear in the lower right-hand corner of the video and then click on quality. Please choose a lower resolution like 720p, 540p or 360p based upon your internet. This should resolve your buffering right away.
I AM HAVING A BUFFERING ISSUE
All high-quality online courses are offered at 1080p but we also give you other choices based on your internet connection. If you watch in full screen and experience buffering click the gear in the lower right-hand corner of the video and then click on quality. Please choose a lower resolution like 720p, 540p or 360p based upon your internet. This should resolve your buffering right away.
WHAT TYPE OF INTERNET CONNECTION DO I NEED?
To get the most out of the class you need to have a high speed internet connection and newer computer or mobile device that is equipped to stream video off of the internet.
We suggest you join some of our Free Courses first and try out the videos.
I LIVE OUTSIDE THE UNITED STATES. AM I ABLE TO SIGN UP?
YES! We would love to have you. We have people signed up from all over the world.
We suggest you join some of our Free Courses first and try out the videos.
DO I NEED TO BE AT THE COMPUTER AT A CERTAIN TIME TO SEE A LESSON?
No. None of our videos are live. If there is anything happening like a “Facebook Live” in the coordinating Private Facebook group for a course, it will be announced in the course. This will only happen when a course first goes live and has teacher interaction.
WHAT IS A "COURSE COMMUNITY"?
The first lesson of every course is that course’s “Course Community.” (except in free single video courses, which do not have one) This is the only lesson in every course that has an open comment section. All Course Communities have the same look but have the info for that particular course. Like the link for that course’s Private Facebook Group along with the password you will need to submit when asking to join the facebook group. This is the only place that information will be.

We realize everyone is not on Facebook and wanted to provide a place for you to feel free to share comments, questions, etc in the comment section. There is not a way to upload and share images on the site. That is why we have private facebook groups for each course. If it is a new course, the teacher will respond to questions posted in the Course Community, otherwise a member of our team will respond. Be sure to follow the replies. There is also a quick link “Tech Questions & FAQS” button that will lead you to this page.

*Please Note: When requesting to join the associated Facebook Group for a course, you must completely answer the 3 questions that are asked. The specific course password is always found in the Course Community Lesson. Otherwise, you will not be approved and you will need to resubmit. This is simply the only way we can keep up with requests. You can click to close this alert. Thank you! Team JO

AM I ALLOWED TO SHARE MY LOGIN AND PASSWORD WITH FRIENDS?
No. We have priced this our courses very reasonably and we have worked very hard to give you a beautiful and inspiring course full of content. We would love to have your friends join us the proper way by registering. Thank you for honoring this request. We also promise to respect you by honoring the time and money you have spent for the course by giving you a beautiful finished product.
ARE TEACHERS AVAILABLE TO TALK TO?
Teachers are available in the first 30 days of a course going live. They will answer questions and respond to comments in the Course Community as well as in the course’s private Facebook Group. After the initial 30 days, one of our staff will respond during our working hours to the best we can. Courses are considered “self studies” after they have gone through their live period.
IS THERE A FORUM HERE ON SITE?

To keep up with being able to offer you the quality of courses, along with keeping the demands down on our team, we made the decision not to offer a forum here on the site. Instead, we have the Course Communities (See that FAQ tab for info) and the Private Facebook Groups. Each Course here (Except the Free One Video Courses) have a Course Community as the first lesson. This lesson is always open for comments and questions!

*Please Note: When requesting to join the associated Facebook Group for a course, you must completely answer the 3 questions that are asked. The specific course password is always found in the Course Community Lesson. Otherwise, you will not be approved and you will need to resubmit. This is simply the only way we can keep up with requests. You can click to close this alert. Thank you! Team JO

 
WHAT IF I MISS A WEEK? WIILL I BE ABLE TO CATCH UP?

Yes! All videos are pre-recorded and available to watch at your convenience.

AM I ABLE TO WATCH THE VIDEOS FROM MY IPAD?
Yes, our videos are ipad compatible. Please do test out different browsers if you have any issues. Safari is default on an iPad, but you can also download Chrome and run as well.
Chrome is actually the better browser for a lot of people.
HELP! I CANNOT GET THE VIDEO'S TO PLAY.
If you’re having difficulty watching the videos try these tips:

 

  1. Videos require and up-to-date Adobe Flash player. Especially newer Macs, Safari is turned off. Get yours here: http://get.adobe.com/flashplayer
  2. Close down any open applications and exit out of any extra windows in your browser. These all take up memory on your device and cannot effect the ability to play video smoothly. 
  3. Refresh the page.
  4. Restart your device if you have not today.
  5. Make sure your device is updated. (including the operating system and browser)
  6. Try a different browser.  Our videos have been verified working with:
  • Firefox (Windows and Mac)
  • Internet Explorer (Windows)
  • Google Chrome (Windows, Mac and Android [4.1.2] tablet)
  • Safari (Mac, iPad and iPhone)

*Per our Terms of Service we cannot guarantee that our videos will play on your device. There are too many variations in each persons scenario. We suggest you try a Free Video Course to test it out first. Find them here.

 
HOW LONG DO I HAVE ACCESS TO A COURSE?

Our Courses are Lifetime as long as we own and manage JeanneOliver.com

ARE ALL COURSES LIFETIME?

Our Courses are Lifetime as long as we own and manage JeanneOliver.com

CAN I GET A REFUND?
If you choose to not take a course before the online class has begun we would be happy to offer you store credit to another class or towards product in our shop.  If the class has begun there are no credits or refunds based upon the nature of the digital content.

 

If your class has not started please use our contact page and we would be happy to give you a credit to use at a future date.

*We suggest you join some of our Free Courses first and try out the videos.

WHAT DOES 100% RISK-FREE GUARANTEE MEAN?
At jeanneoliver.com we believe you’re investing in your creativity and want you to be 100% satisfied.  We want you to love the courses you take here so we offer this risk-free guarantee.  If you purchase a course and let us know within the first 30 days it’s not what you were expecting we’ll put you in another course (of equal or lesser value) for free.
CAN I SHARE IMAGES & TECHNIQUES FROM COURSES?
Each teacher on this site will have their own set of rules regarding what can be shared. Please refer to the individual teacher if you have any questions about what can be shared or not. You can use the Private Facebook Group to inquire or that course’s, Course Community.
HOW DO I JOIN A COURSE?
At the very top of the “Courses Home” page there are buttons for you to click and find courses by:

Artistry, Journey, Teacher and Free. (each of those pages has buttons to search as well) Once you are on one of the Search Pages, simply click on the category you want to come up. Then start perusing and clicking on a course that you want more information about.

Or you might end up on a course page from a direct link that was shared with you via email, facebook, etc. Once you click over to any and all Course Pages you will see the yellow button below throughout the page to click and take the course.


The purchase buttons are located in 3 prominent places on each course page. We did not want you to miss it! They always look like the one above. Click on one of them and then it will take you through the store to purchase the course. Note that even FREE courses and FREE videos go through this same process. This is so everything is connected to your account. Always login first if you have an account already so you keep all of your content under your one account with us.

*You will receive an email from JeanneOliver.com after you purchase and that email will have instructions for you.

*Note that once you go through the process you will no longer see the yellow button on any course that you purchased. This is so you do not re-purchase the same course. A good thing! But! If you are NOT logged in and come to the site, you will see the yellow purchase buttons as the site does not recognize you already purchased it. We are here for you!

*Read through the FAQS here on this page for more info on where your courses are for you to return to etc. 

HOW TO ACCESS FREE COURSES?
The same way you access all courses. You must click on the Yellow Button that says, “Take This Course.” It will take you through the shop and you will enter your information but there will be no charge. You can search for Free Courses here.
DO YOU HAVE HOURS OF OPERATIONS?
Monday -Friday 8am-6pm MST

Saturday 10am-3pm MST

Sunday Closed

Our Online Creative Network is always open.

HOW DO I CONTACT SUPPORT?
We are here to help you and to make your experience on our creative network as enjoyable as possible. If you have any questions please first read through the FAQs presented here. If you still have questions please contact us using the yellow large button under the FAQS here. Or go directly to Our Contact Page.

Still need answers?

Click To Contact us