FAQs
Institute of HeartMath FAQs

Customer Service and Webinar Support FAQs


Customer Service

Question: What is your Privacy Policy?

Answer: The Institute of HeartMath, recognizes the importance of protecting the privacy of all information provided by users of our Web sites, subscribers to our mailing lists, registrants for our events, participants in our surveys and contests and all of our customers. We have created this policy out of a fundamental respect for our users’ right to privacy and to guide our relationships with our customers. This Privacy Policy statement discloses the privacy practices for all products and services owned by IHM.

Question: I want to place an order by phone. Whom do I call?

Answer: If you need to or feel more comfortable placing orders by phone, you may do so by calling the following between 9:00am and 5:30pm Pacific Time (800) 711-6221. International customers call (831) 338-8500.

Question: I am unable to open your PDF files. What can I do?

Answer: Click the following link for advice from IHM’s Technical Support team: Opening PDF Files.

Question: I have questions about my order, where can I get help?

Answer: HeartMath will do everything we can to assist you with your orders. We have a special page with answers to questions about orders. The Order FAQ’s button is on the left side of the HeartMath Store home page. Click here to go immediately to Order FAQ’s.

Question: Can you explain your 60-day no-risk policy?

Answer: HeartMath wants you to be completely satisfied, and that’s why we stand by our products 100%. Please click here for complete details: 100% Guarantee.

Question: What is the process for returns?

Answer: We are happy to accept returns, but we must ask that you adhere to the following conditions and procedures: Return Policy.

Question: Whom do I call or write for technical support?

Answer: HeartMath has tried to anticipate most technical problems and provide answers online at Technical Support. We understand, however, you may have additional questions. If you can’t find the solution you need, please go to Contact Us to select an appropriate method for reaching us so we can help.

Question: I need help finding specific information about HeartMath?

Answer: There are several ways to find all kinds of information about the Institute of HeartMath and its life-changing programs, tools, technology, research, special funds and much more. For starters, try our HeartMath.org, the official Web site of the Institute of HeartMath search box in the upper right-hand corner. Also try our Knowledge Base which contains a wealth of information.

Question: Where do I go for login information or FAQ’s?

Answer: Please click here: Login FAQ’s.

Question: How can I get the downloads I purchased?

Answer: First, go to the Institute of HeartMath Store and click on My Account on the upper right. Click on My Downloads to retrieve any online products you’ve purchased. If you’re not logged into your account, do that first. The login button is on the upper right side of the HeartMath Store home page, near the My Account button. If you’re still having problems retrieving your downloads, we can help: Give us a call at (800) 711-6221.

Question: Is your Web site secure?

Answer: Yes. Please visit Secure Web Site for complete details.


Webinar Support

Question: How do I join a Webinar?

Answer: Joining a Webinar on a PC or Macintosh® (Mac) is easy. When you receive a Webinar e-mail invitation, click the registration link and register for the Webinar. You can then join the Webinar at the scheduled time by clicking the "Join a Webinar" button or link in your confirmation e-mail, which will be automatically sent to you after registering. You do not need to pre-install any software prior to joining the Webinar.

Question: Do I need special equipment to join the Webinar?

Answer: Participants wishing to connect to audio using VoIP will need a fast Internet connection, microphone and speakers. (A microphone is not necessary if you only want to listen.)

Question: Do I need a computer to attend the Webinar, or can I simply listen to it over the telephone?

Answer: If you only want to listen, call the number in the e-mail notification, enter the access code number and hit the pound sign. You do not need a personal identification number (PIN).

Question: Will the Webinar be recorded?

Answer: Yes, and a download link will be sent within a week to all who register for the Webinar. So, be sure to register even if you can’t attend.

Question: Do I have to download the Webinar to view it?

Answer: Yes. The file is an mp4 and must be downloaded to your computer.

Question: Are Webinars posted on the Institute of HeartMath’s Web site?

Answer: Most are posted within a week of delivery. For Public Webinars, click here or for Members Only Webinars, click here.

Question: Do I need a PIN?

Answer: If you desire to communicate with the presenter, you need the audio PIN. If you are only listening, you don’t need to enter the PIN.

Question: If the presenter’s audio is too low for me, what can I do to get more volume?

Answer: Turn up the internal volume control on your computer, or turn up your speakers. If you are using a telephone, adjust your headset or change its position.

Question: Will there be any long-distance charges?

Answer: Yes, if you choose to use your telephone. If you select Mic & Speakers in the audio section of the control panel on the day of the Webinar, you can listen through your computer speakers and there will be no long-distance charges.

Question: Do I need to set my browser to accept cookies to attend a Webinar?

Answer: Yes. You will need to adjust your browser’s privacy settings to accept cookies. We primarily use cookies to provide you with secure access to Webinars. You do not need to pre-install any software prior to joining the Webinar.

Question: Can Mac users join a Webinar?

Answer: Yes, Mac computer users can attend Webinars.


System Requirements:

  • Mac OS X 10.4 (Tiger®) or newer
  • Safari 3.0 or newer, Firefox 2.0 or newer (JavaScript™ and Java™ enabled)
  • Cable modem, DSL or better Internet connection
  • Power PC G4/G5 or Intel processor (521 MB of RAM or better recommended)