FREQUENTLY ASKED QUESTIONS
ORDERS / PAYMENTS
Q: How do I subscribe to Sounds True ONE Membership
A: Click Here for full details and to enroll in Sounds True ONE Membership
Q: What currency are your prices listed in?
A: All prices for products sold on SoundsTrue.com are listed in United States Dollars. When placing an order, prices for the item(s) ordered, as well as any applicable shipping fees and sales tax, will be displayed both on the site and on your order confirmation email in US Dollars.
When viewing your credit card statement, payments may be converted into your local currency, which may create variances in the numbers displayed based on the currency conversion applied by your bank.
Q: How can I change my online order?
A: Once an order has been submitted, changes cannot be made.
If your order has shipped and you would like to return products, please refer to our Return policy.
Q: Will I be charged sales tax on my order?
A: Sounds True collects sales tax as required under federal, state, and international law. The sales tax amount displayed in your cart is an estimate. The actual sales tax will be calculated when your order is completed and displayed on your order confirmation.
Q: What credit cards or other payment methods do you accept?
A: We accept Visa, Mastercard, Discover, and American Express credit cards, as well as Sounds True gift cards, PayPal, Amazon Pay, and Shop Pay. We no longer accept checks or money orders
Q: How can I get an invoice for my order?
A: An invoice can be obtained by reaching out to our support team and requesting it, please make sure to include an order number in your request so our team can easily track it and provide you with the corresponding invoice.
Q: How can I purchase something as a gift?
A: Unfortunately, we do not count with gift options, however, you may purchase a gift card for the amount of the product you’re interested in gifting. Please bear in mind that gift cards cannot be applicable to payment plans or memberships.
Q: I purchased a product and it hasn’t arrived yet
A: As of October 31st, 2025 we have stepped away from physical formats, this includes CDs, DVDs, books, etc. Any orders placed after this date for any of our products is a digital order which you may access from your digital library.
Q: I am being charged $99 monthly for a program I have already paid for
A: The reason for this might be that you purchased a program through a 3-pay payment plan which will usually set up 3-monthly payments of $99 to cover for the entirety of the program, this does not mean you’re being charged twice and is not a membership, once you complete the 3 payments, you will not continue to be charged and you will keep the program you purchased.
Q: I placed my order through paypal but I don’t see the program in my library
A: If your order was placed through paypal and your paypal email address is different to the email address you have your account with, the order will not be automatically associated with your account. Please contact our support team so they can place the products in your account properly.
PASSWORDS & MY ACCOUNT
Q: Why do I need an account?
A: An account is needed to make purchases, access order history, view your orders in your account, and provide access to your online Digital Library. Your online Digital Library contains audio, music, video, ebooks, and online courses.
Q: How do I reset my password?
- Click “Login/Register”
- Then select “Forgot your password?” underneath the Password field.
- Enter your email address and press “Submit.” You will then receive an email within a few minutes to reset your password. Click on the "reset your password" link within the email to be prompted to create a new password.
- Please check your inbox, junk, and spam folders.
- If you do not remember the email address you used to set up your account, please email Customer Service. Please do not create a new account, as the email address is linked to your old account, which holds your library and purchase history.
Q: I can’t seem to update my email address.
A: There is not an option to update or change your email address directly from your settings, in case you have changed your email address and need to update it for Sounds True, please feel free to contact our support team and they will be more than happy to help you.
Q: I entered my password correctly but I can’t see my products in my library?
A: Our platform should not ask you for a password, if you were asked for one when trying to access, this might mean you have accessed the wrong platform
Please go to one.soundstrue.com where you will find your content library.
ST ONE MEMBERSHIP
Q: I want to have my membership cancelled
You may cancel your membership from one.soundstrue.com, to do so, follow the instructions below:
On website:
- Click on the profile icon at the top right corner of your screen
- Click on “Membership”
- Click on “Cancel my membership”
- Click on “Yes, cancel my membership”
DIGITAL LIBRARY & DOWNLOADS
Q: How do I download products from SoundsTrue.com?
A: Please follow these steps to access and download your purchase so that you may enjoy it offline.
Please know it is not necessary to have a membership in order to enjoy the app.
- Download the Sounds True One app to your iOS or ANDROID mobile device.
- Open the app and enter the email address used to purchase your product or create your account.
- Log in with the verification code you receive from us via email.
Be sure to check your inbox spam or junk folder for the verification email. - Once you are logged in, navigate to the bottom of the screen and select the “My Library” option to find your product.
- The lower right corner on the product contains a grey triangle with a down arrow. Press the down arrow and a circle will appear showing the download has started. Larger files may take some time to complete the download process.
- Once the circle is complete and a checkmark appears, your product is ready to enjoy offline using the Sounds True One app.
Download complete and ready to enjoy within the app:
Q: How long will my purchase be available in my Digital Library?
A: There is no expiration date for programs unless it is noted otherwise, most of our products offer lifetime access.
Q: Can I download a digital purchase multiple times?
A: Yes, whether you removed the content or changed devices and want to download again, the download option will be available every time.
Q: I want to download my purchased content files directly to my device
A: Directly downloading our content to your device is not available as this is a preventive measure that was established to prevent unauthorized distribution, however, downloading is available as streaming when using the Sounds True One app on your mobile device.
Q: Why don’t I see my product in my library?
A: If you do not see your recent digital purchase, please click refresh or F5 while on your library page to help your library recognize any recent changes, or try logging out and back in.
Q: I see my programs in the app but I don’t in my computer
A: The reason behind this could be that you have two different accounts under two different email addresses, please log out of the device where you’re unable to see the program(s) and log back in using the same email of the account where your programs are and you should then be able to see all of your contents without an issue.
COURSES AND EVENTS
Q: How do I access a course that I have purchased?
A: Please follow these steps:
- Log into your Sounds True account
- Enter the email address used to purchase your product
- Log in with the verification code you receive from us via email.
Be sure to check your inbox spam or junk folder for the verification email. - Once you are logged in, select “My Library”
- Choose the product and select either, "Listen Now, "Watch Now", or "Go to Course".
Q: How do I join a live session?
A. For interactive courses, please log in and access your online course. Within the course, click on the “Live Q&A Sessions” chapter to expand it and select the lesson to open the live session player page.
Q: What if I am unable to attend a live session in a course?
A: Within two business days after the live session is broadcast, recordings of live sessions will be available within the course. Navigate to the “Live Q&A Sessions” chapter and select the desired session. The audio and video recordings will replace the live player on the page.
Q: Depending on my global location, how can I tell what time the live session will be?
A: International participants, please use the converter at timeanddate.com. Note that online session times are posted in Eastern Time, unless specified otherwise.
Q: How do I submit a question for an online course?
A: If the functionality is available within the specific course and you would like to submit a question in advance for the author to address during a live session, you can use the “Submit a Question” form underneath the player page. (Please note this may not be an option for all live sessions.)
Q: How do I receive a ticket for my live in-person event?
A: Our events are ticketless, so just give your name at the door.
Q: I click on “Go to course” but my program does not open
A: Your issue is most likely related to blocked pop-up messages, which can be updated in your browser settings.
Please refer to the following instructions for disabling pop-up blockers:
Block or allow pop-ups in Chrome - Computer - Google Chrome Help
Block pop-up ads and windows in Safari
Could you please log out and log back in to one.soundstrue.com to see if you can access your product now?
If these don't resolve your issue, please contact our support team.
Q: Do your courses offer a certificate?
A: There are a few specific programs in our catalog that offer a certificate, since most of our courses are aimed at personal growth and self development and since these programs are asynchronous we are unable to offer a certificate.
Q: I missed my class, will there be a recording?
A: Most of our programs that include live sessions offer recordings for these sessions which are made available up to 72 hours after the session is held. There are exceptions to which recordings are posted, we will only post recordings from classes and live sessions but none from Q&A sessions that include member participation.
Q: Do your programs offer CEU’s?
A: No, Sounds True programs do not offer continuous education credits.
COUPON CODES
Q: Will sales tax and shipping charges be included in the discount?
A: No. Sales tax and shipping & handling do not qualify for discounts.
Q: Where do you add the coupon code?
A. Online promotion codes must be entered at checkout to be redeemed and are valid for one-time use only.
Q: Can you use more than one coupon code for a single order?
A: No. Offers may not be combined with any other coupons, discounts, or promotions.
Q: What products can be purchased with coupon codes?
A: Promotion and coupon codes are not valid for use on online courses, CE credits, live in-person events, or new releases. Other restrictions may apply.
e-GIFT CARD
Q: How do I cancel the purchase of an eGift Card?
A: Your eGift Card is not refundable after purchase and cannot be canceled (except as required by law).
Q: What are the minimum and maximum dollar amounts I can purchase for eGift Cards?
A: The minimum is $5, and the maximum is $500.
Q: When is my credit card charged for my purchase?
A: Your credit card is charged at the time the purchase is confirmed.
Q: When does the eGift Card expire?
A: The eGift Card expires five years after the initial purchase date.
Q: Where can I redeem my eGift Card?
A: You can use your eGift Card at SoundsTrue.com on any Sounds True product (excluding live events or CE credits). You can apply the gift card balance to your shopping cart at checkout and will be prompted for additional payment if your total exceeds your gift card balance.
Q: Can I use the eGift Card to purchase Sounds True products on other websites (such as Amazon)?
A: No, Sounds True eGift Cards are only valid in the Soundstrue.com store.
Q: Can I add value to my eGift Card?
A: No, you may however purchase an additional gift card for the same recipient.
Q: How do I know the recipient actually received the eGift Card I sent them?
A: After purchase, you will receive an order confirmation email. Use this order confirmation email to share with the recipient and once sent, a message is sent confirming delivery. These emails may arrive in your inbox, spam, junk, or promotional folder.
Q: What if I lose my eGift Card?
A: Please contact Customer Service - click here
Q: I’m having trouble using my eGift Card. Whom should I contact?
A: Please contact Customer Service - click here
Q: I purchased an eGift Card as a gift for someone, but they haven’t received it yet.
A: What should I do? Please contact Customer Service - click here