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FAQ

I didn't receive a confirmation email or I cannot find my confirmation email. Can it be resent?

You will receive three email notifications prior to your booking from support@golive.ly (please add us to your contacts to prevent emails from going to SPAM):

  1. 'đź—“ Lively:' confirmation email - when you complete booking
  2. 'đź”” Lively Reminder:' email - the day before your booking
  3. 'đź”” Lively: Starting soon!' email - an hour prior to your booking

Please check your spam/junk folders, or your 'Promotions' tab if you are using Gmail. If you still cannot find your confirmation, it’s possible you may have mistyped your email address. Please contact us with the details of your booking and we will assist you.

You can always view upcoming bookings in the My Account section of our website. For additional assistance with your booking please email info@golive.ly.

I forgot my Lively account account password. How can I reset it?

You can reset your Lively account password at https://golive.ly/forgot-password. Contact us if you require additional assistance.

I just booked a session. Where can I find the link?

The link to join will become clickable in your Lively account one hour prior to the start time. To view, manage or join a booking, please login to Lively and proceed to My Account.

I just booked my first lesson. What should I do prior?

All Lessons are hosted on Zoom, please make sure you have the Zoom client or app downloaded and tested prior to class. It's free to use as a participant: https://zoom.us/

NOTE: If you are going to be playing an instrument, and using your computer microphone, you will need to adjust your AUDIO SETTINGS within Zoom. These advanced audio settings are only available on the Zoom Desktop Client Application, not on tablets or mobile devices.

  • Go to Preferences on the client app
  • Click on Audio
  • Click the Advanced button in the lower right corner
  • Disable Persistent and Intermittent background noise
I need to reschedule or cancel. What do I do?

Lively has a 24 hour cancellation policy unless noted otherwise. Proceed to My Account and click on “Manage Booking” to make any changes. Contact us for assistance.

I cancelled a booking. When will the cancellation be refunded?

You will see the refund reflected on your statement for the original form of payment within 5-10 business days.

How do I purchase a Gift Card?

Lively gift cards are available and customizable HERE. You must first create a Lively account or sign in and to purchase a gift card. Select an amount in US dollars and provide optional info to have the gift card emailed to a recipient. If you leave the recipient info empty, the gift card will be emailed to you. It can then be sent and claimed using a unique code included in the gift card email.

Lively gift cards are not creator or offering specific, and are redeemable for the amount purchased for any available offering on Lively. Lively gift cards are non‑refundable and all gift card sales are final.

How do I redeem a Gift Card?

Gift card recipients receive an email notification to claim their gift. Once claimed, the gift card balance will be available in your Lively account and will be automatically applied at checkout when booking your next Lively experience. Gift cards can be claimed here.

The creator and I were unable to connect for our booking. What do I do now?

Contact us and we will do our best to get you rescheduled as soon as possible. Please remember to include the date and time of your booking.

My question was not answered here, now what?

Contact us and we will get back to you as soon as possible.