Help & known issues
What users are asking about, kept honest and current by the people answering the tickets. If something here doesn't solve it, write in and a real person replies within 24 hours.
Working as designed
Some meditations send you to a payment page By design
The free version includes a sample sleep hypno-meditation, the soundscapes, and the breathing tools. Everything else, the full library of Jim's hypno-meditations, the 14-Day Transformation, and coaching, opens with a subscription. Every plan starts with a free 14 day trial: get the app or tap any locked session. If you've subscribed or have the Book Companion and still see the payment page, that's not by design, tell us immediately.
Known issues
How to
Who charges you
iPhone app: Apple charges you, not us. Apple takes the payment, sends the receipt, adds any sales tax, and shows the charge on your statement as Apple. Apple handles cancellations and refunds, and we never see your card or PayPal details. Android app: Google Play charges you, not us. Google takes the payment through your Google account and sends the receipt. Google Play handles cancellations, and refunds within 48 hours of a charge; after that, email us and we will look at it. Website (app.thepossibilityapp.com): we charge you, and we cancel and refund those charges ourselves. Why a charge appeared: every plan starts with a free 14 day trial, and when it ends the plan you picked starts on its own unless you canceled at least 24 hours before. The yearly plan charges the whole year at once, $214.99 plus any sales tax on iPhone and the web (Google Play shows its price at checkout).
Cancel or manage a subscription
iPhone (billed by Apple): Settings → your name → Subscriptions → The Possibility → Cancel, or go to apps.apple.com/account/subscriptions. Cancel at least 24 hours before a free trial ends and Apple will not bill you. You keep access until the end of the period you already have, and deleting the app does not cancel. Only the account holder can cancel an Apple subscription, so we cannot do it for you, but we can walk you through it. Apple's illustrated guide: Cancel a subscription from Apple. Android (billed by Google Play): open the Google Play Store app, tap your profile picture, then Payments & subscriptions, then Subscriptions; choose The Possibility and tap Cancel subscription. Or go to play.google.com/store/account/subscriptions. Deleting the app does not cancel. We cannot cancel a Google Play subscription for you, but we can walk you through it. Web app (billed by us): tap You → Settings in the web app, or email support@thepossibilityapp.com and we will cancel it for you.
Get a refund
iPhone charges are refunded by Apple, not by us: go to reportaproblem.apple.com, sign in with the Apple account you used in the app, find the charge from The Possibility, choose Request a refund and pick the reason that fits. Apple usually answers within a day or two and returns the money to the card you paid with. Apple's illustrated guide: Request a refund from Apple. Android charges go through Google Play: within 48 hours of a charge, ask Google for a refund from your Google Play order history. After that, email support@thepossibilityapp.com and we will look at it. Web app charges we refund ourselves: email support@thepossibilityapp.com with the address on your account. Signed up in two places (the website, the iPhone app or the Android app)? Those are separate subscriptions and each bills on its own. Keep one, and we will close and refund the web one for you; the iPhone one you cancel in your Apple settings, the Android one in the Google Play Store.
Open your Book Companion (hardcover, audiobook or ebook)
You don't need a code. There are three ways in, and your email address is the key to all three.
In the iPhone or Android app: when Jim asks whether you have the book, say yes, then sign in with your email. Your Book Companion opens and stays yours.
On the web: go to thepossibilityapp.com/book, or scan the QR code on the page marked xi at the front of the hardcover (the page titled The Possibility App), and enter your email. Your Book Companion opens right there, and a one-tap link goes to your inbox that works for 30 days on any phone or computer.
Audiobook or ebook? Any way in, same email. There is no QR to find and nothing to type from the book. Whichever you use first, the others know you. Already registered? The same email brings a fresh link. If it still won't open, write in with the email you used and we'll sort it out.
Delete your account and data
In the app, tap You → Settings → Account → Delete Account, in the iPhone app, the Android app and the web app alike. This permanently removes your personal data, as described in the Privacy Policy. Or email us and we'll process it for you.