Hello Friends!

Here are answers to frequently asked questions. If you need further assistance, please contact us below. We're happy to help!

Help! It's not working!

ACCESSING RECORDINGS: After signing in, the easiest way to access recordings is by selecting "My Dashboard" in the upper right corner. Then select the course that contains the content you'd like to see. This will take you to the course player page. Select from the menu on the left which lesson you would like. Then choose the content you would like to view from the dropdown. Here's a video tutorial.

TECHNICAL ISSUES: Most of the time, simply using the Chrome browser will take care of the issue. If you're still having issues make sure your computer hardware and software are up-to-date. You may need to restart the computer and do diagnostics and repairs. 

EMAIL HELP: If you've emailed Hello (at) WoodHerbs (dot) com and have not received a response within 2 days, check that your email box is not full or putting emails from us in the junk folder - your email might be "bouncing". 

AUDIO: We do our best to obtain the best audio at the recording and to boost the audio during editing. There are a few early videos that are difficult to hear. We've decided to still make these available despite the quality. If you're having trouble hearing, try the following: make sure the volume is all the way up on your computer. Make sure your computer software is updated. Wearing headphones or earbuds is always a good option. In April 2018 we made a significant investment in technology to improve the quality of on-site class recordings. Courses are valued accordingly.

SLOW INTERNET or CHOPPY VIDEO: If you have slow or irregular internet, select a lower quality download for the video. The lower the number, the lower the quality. How to do this: Select the video you would like to watch. In the lower right corner of the video frame, select the gear icon. Click on "Quality" and the menu will expand. Select a lower quality ex. 226p. See this video for visual instructions and more tips.

COURSE COMPLETION TRACKING: The system recognizes that you have finished a course when you have watched all the way to the end and have selected "Complete & Continue". If you stop before the end and simply select the next class in the menu, the system will not count this class as completed. If you have multiple accounts, your progress cannot be properly tracked to receive a certificate. Contact us if you suspect this is the case. For educational and technical reasons we recommend completing lessons in entirety.


How do I attend a live class/webinar?

Go to "My Dashboard" in the upper right corner. On the next page, select the course for which you want to attend the live class/webinar. On the left you will see a menu of classes. Select the "Next Class..." tab. Follow the instructions in that tab dropdown. There are also helpful instructions in the "Welcome!" section of each course with live webinar classes, which include a thorough help video.


When will the recording of the live class/webinar be available to watch?

Recordings are available to watch within 2 days of the live class. Notifications go out in an email and are posted on Facebook when new videos are available.


Cancellation and Refund Policy

We offer a 100% Satisfaction Guarantee within 30 days of your original purchase - you must contact us within this 30 day period for a refund. You may cancel at any time. See instructions below under "Billing". Subscriptions are not refundable after 30 days. Subscriptions are on-going until you actively cancel them in your account. If you are having any issues or concerns, please do not hesitate to contact Tara at Hello(at)WoodHerbs(dot)com or click the envelope in the lower right corner of this page.


About the Subscription Model

For a number of our courses we charge a modest monthly fee rather than a larger up-front fee. This is similar to a subscription access service like Netflix - you have access to the content while your subscription is active. The subscription model allows us to pay Instructors a more steady income - it's more fun to forage for food because you want to, not because you have to ;) Plus students can enjoy many courses at a very reasonable price. The monthly fee of the course(s) you have opted into will be charged to your card each month on your initial payment date. Note you may be charged early due to bank holidays and the like. You will have access to previously recorded classes/webinars and will have access to attend live classes/webinars if they are offered in that course. You will need to unsubscribe when you are done with the course - see "Billing" below. You will receive weekly email reminders of your progress from "thinkific.com". You can edit the settings from that email. Note, this acts as a helpful reminder about your subscription as well. Please stay tuned to newsletter updates for updates to live class options.


Billing 

Transactions for Matthew Wood Institute of Herbalism will show on your bank statement as "Wood Herbs". You can change your billing by going clicking on down arrow next to your name in the upper right corner. Then selecting "My Account". On the following page select "Billing" on the left to adjust your subscription or credit card information. Here is a short video of how to unsubscribe from a course.


Reviews

Reviews not only give us warm fuzzies, but they help other students get an idea of what the content is like. We appreciate 4 and 5 star reviews (VERY MUCH) and we hope you want to give them! When you complete a lesson you'll be given the opportunity to leave a review for that course. If we have not earned 4 or 5 stars, please contact us personally to let us know how we can improve. Contact Tara at hello@woodherbs.com Thanks! PS - In April 2018 we invested in new, high quality audio and video equipment!


How do I get a Certificate of Completion?

If you are interested in a Certificate of Completion, first make sure that the system is tracking your viewing properly - see "Course Completion Tracking" above. A few courses include tests you will need to pass with a grade of 70% or better to receive a certificate. In all cases, once you have completed 100% of the course, contact us for your Certificate of Completion designed and signed by Matthew Wood! (Only available for courses that are not currently on-going, monthly classes as they are not yet complete.)


Contact

If you would like to schedule a consultation or book Matthew for an event, he has requested that you TEXT ONLY to (952) 657-8999. He can also be reached by email at greenmedic (at) copper (dot) net Matthew does receive a lot of correspondence, so please make your initial contact brief and to-the-point. If you want to say hi or give some praise, he is more and more active on Facebook - simply leave a comment on one of the posts. If your questions are not answered feel free to contact Tara hello (at) woodherbs (dot) com You can also click the envelope in the lower right corner to email us.