Support + FAQ


Snail mail issues

I never received my order in the mail.

We are experiencing unprecedented problems with USPS, as is every other business in the United States.


Website account issues

I have a website account with you but I can't login.

It's likely that you never activated your account from your email. This is required for security purposes. Search and find the email from us (it may be in your spam filter) or contact us and we'll re-send the link to activate your account. You can reach us at support@therapyinsights.com, or use our contact form.

My password isn't working.

Click the forgot your password link on the login page to reset your password via your email. If you're still having issues, you can reach us at support@therapyinsights.com, or use our contact form and request that we reset your password.


Downloading issues

I can't download anything at work.

Most therapists work in hospitals, schools, or other highly secured networks with firewalls that limit the internet connection and turn computers into basic email and charting machines. Employers frequently block what they consider to be ecommerce sites, and consistently block attempted downloads of large files from unfamiliar servers. This will likely result in multiple failed download attempts, which will zero out your download opportunities. If this happens, email us and we will come up with a solution. When possible, use a private network or cellular network. You will run into fewer problems and be more likely to save your files in a safe place.

I bought the materials. Now where are they?

There are three ways to access the download links to your new files:

  • Click on the download link on the order confirmation page.
  • Click on the download link on the order confirmation email.
  • Go to your account and click on My Downloads.

Be sure to check your spam/junk folders as these emails frequently end up there. If you still are unable to retrieve your purchases, please contact us at support@therapyinsights.com, or use our contact form.

I exceeded the download limit and can't find my files.

Please contact us at support@therapyinsights.com. The download limit exists so that there are not download links floating out there in the universe. They do not exist to prevent customers from accessing their purchase. Take the time to store your files in an easily accessible and safe space. Use a flash drive or other external hard drive source to backup these files.

I can't save the file.

On a Mac:

  • Go to File —> Move To... and select which folder in which you would like the file to be saved.

On any computer:

  • Click and drag the file from the Downloads folder on your computer to your preferred folder.

I can't edit the file.

We do not allow file editing due to copyright of our materials. We are always happy to assist with any customizations you may need. Just reach out to us- support@therapyinsights.com.


Printing issues

I can't print / It prints weird / It's not in color / The page is cut off / The edge is cut off /Etc

Please contact your local IT assistant for help with printing. All printers are different and rely on vastly different networks and connections. While we would love to help you troubleshoot, we probably won't be able to unless we're in the same room as the printer and you. Some common problems and solutions include:

  • Edges are cut off: Select "fit to page" in print settings.
  • It won't print: Open the file in Adobe Acrobat, Preview, or another PDF reader. Do not attempt to open the files in Microsoft Word or Paint.
  • It's not in color: Ensure "color" is selected in the print settings before printing.
  • It's printing the page enlarged on multiple pages: Select "fit to page" in print settings.

Terms of use questions

Can I reproduce these materials?

Yes, you may print as many copies as you need, as long as this is for patient education only. You many not share these files with other professionals except as expressly permitted by a written statement from Therapy Insights.

Can I print as many copies as I need?

Yes, as long as they are for patient education only. If your colleague loves your Therapy Insights materials, please refer them to therapyinsights.com, don't share. This ensures that small businesses like Therapy Insights can survive and continue to produce high quality content.


Subscription questions

How do I cancel my subscription?

  1. Go to your account page (log in if needed).
  2. Click on My Subscriptions
  3. Find the subscription you want to cancel and click cancel.

How do I pause my subscription?

  1. Go to your account page (log in if needed).
  2. Click on My Subscriptions
  3. Find the subscription you want to pause and click cancel.
  4. To re-activate, go back to the same page and click re-activate.

How do I re-activate my subscription?

  1. Go to your account page (log in if needed).
  2. Click on My Subscriptions
  3. Find the subscription you want to re-activate and click re-activate.

How do I swap my subscription?

Please contact us at support@therapyinsights.com, or use our contact form.

You charged me without notification.

We send notification emails 3 days before cards are charged. Please rescue us from your spam folder. Contact us any time to discuss your subscription.

I never received a confirmation email.

We send order confirmation emails as well as instructional emails about how to access all materials after you sign up. Please rescue us from your spam folder.