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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:

  • 'New Booking' confirmation email - when you complete booking
  • 'Reminder' email - the day before your booking
  • 'Today' 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 can not find your confirmation, it’s possible you may have mistyped your email address. Please contact us and we will assist you.

You can always view upcoming bookings in the My Account section of our website.

I just booked a session, where can I find the link?

All users must sign into their Lively account to access the unique URL for each session booked. Go to My Account to find the link, which will become clickable one hour prior to the start time. Contact us with questions.

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 otherwise noted. Visit the My Account section and click the edit button next to the booking you would like to update.

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.

I cancelled a booking, when will be cancellation be refunded?

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

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

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

My question was not answered here, now what?

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