Questions & Contacts

How to Use this Resource:

We've arranged this page into two sections, before-purchase questions and after-purchase questions. If you are thinking about buying our program, please check out our pre-purchase questions below. If you've already bought it and you're having trouble with any aspect of the program, check out our after-purchase questions also below.

Whether you've purchased it or not, you can send a question to a real person who will do their best to answer it for you, if you haven't found your answer on this page. If you're curious about who is answering your support emails, you can meet our team members at the bottom of this page. If you have customer service questions, email us, rather than posting in the Facebook group, which is not monitored by Customer Care. However, we're confident you'll find your answers on this page, and if not, you can contact us at the bottom of this page. Thanks!

One-On-One Coaching:

• Is there someone who can work with me on my weight loss journey and support me one-on-one privately?

Yes. There are weight loss specialists who will work directly with you using EFT. They are Certified EFT Practitioners with additional special training in weight loss to become a Certified Weight Loss Coach.

Certified EFT Weight Loss Practitioners can work with you in person OR can work with you online using Skype, Google Hangouts, phone, etc...

You can find a growing list of Certified EFT Weight Loss Practitioners and the options each Practitioner offers at EFT Universe here...

Before-Purchase Questions:

• What if I missed the registration window and now the program is currently closed?

The new member registration window is only open for a few days a couple times a year.  If you've given us your name and email address to see the free video, we'll send you an email when you next have an opportunity to register.

• What is the time commitment required by the program?

The 6-week program fits right into your existing schedule. Each week, and at your own pace, we teach you skills that you apply in real life just the way you live it. We believe that a realistic program should work for you, rather than requiring you to wrap your life around it. You will need to spend a couple of hours each week reviewing the written materials, and listening to the audio programs, after which we guide you into applying those skills to your existing daily routine.

• What is your guarantee and refund policy?

We believe you'll be delighted with the program but if for any reason you'd like a refund, we will give you a full and "no-questions-asked" 100% refund anytime within 14 days of purchase.

• Do I need a password to get the Naturally Thin You Program?

Yes. After your purchase you will receive 2 emails. The first email will be your payment confirmation and the second email will contain information about finalizing your registration. It is vital that you read that email because it has your link to the registration page where you create your username and password to access the site content.

If you are not receiving the emails, please check spam folders and your email settings with your email provider.  We have some suggestions below on the page under "I'm not receiving emails."

• Does EFT work with pain and physical diseases?

There are many stories on EFT Universe written by people who've used EFT to reduce the stress associated with their disease, and have found relief from their symptoms. You can also read a tutorial on the subject here.

• EFT always tells me to tap on specific events, but I can't remember any such event associated with my problem.

If you can't find an event, you can try making one up, as explained in our tutorial on the subject. Usually the events we imagine are quite close to events that actually happened, and that's often sufficient to make progress with EFT. EFT practitioners are also trained to help you discover specific events that you can't find on your own, so we recommend you consult a practitioner and take an EFT workshop.

• I can't access the videos or the live call page.  How can I watch and listen to them?

This is often the result of one of 2 scenarios:

1. An out-of-date browser. You can update your browser by visiting one of three websites: Google Chrome click here. Firefox click here. Internet Explorer click here.  (download link in the top right hand corner when you land on their page)

2. A slower Internet connection. If this is the case, try pressing play and then letting the video load on your computer. You'll see a progress bar at the bottom of the screen that will change color as the video loads. After it's fully loaded, it should play. 3. An incompatible mobile device or incompatible mobile browser. If this is the case please use the site on a laptop or desktop computer with a major browser. (The site supports all major browsers).

• Is there a way to download videos so you can watch later offline?

No, there is no available download for the videos. However, if you save the video page as a favorite or bookmark, you can get back to it quickly.

• I thought I downloaded the tapping scripts, but now I can't find them on my computer.

All the tapping scripts are currently available as web pages, as PDFs, and as audio files. Click the link to see the web page for a particular script. On the bottom of that page, you'll also find the audio and the PDF. Click the audio to play it, or choose "download" to drop the PDF or the sound file on your computer or mobile device. To find your download, look in the default "Downloads" folder on your computer, or search "NTY" using the search function on your computer.

• I can't download the EFT Mini-Manual.

The EFT Mini-Manual is a PDF file. You will need Adobe Reader to view .pdf files. Click here to download Adobe Reader.

After-Purchase Questions:

• I purchased the program. How do I access my materials?

You will be receiving an automatic e-mail with registration information after you complete your member registration.  We will keep you posted with all updates as each week's material becomes available as well as reminders about the monthly coaching calls. If you don't receive the registration information email within two hours of purchase, please email us with an explanation and your order id so we can verify the purchase and manually send your registration information.

• I am unable to log in.

Sorry you are having trouble getting in. Here's a direct link where you can either log in, or, if you've forgotten your password, create a new one. To protect your privacy, no-one else has your password (even us), so you can just choose "Lost your password?" on the home page, or through the link above, and our automated system will email you a new one.

If you have more than one email address, your temporary password will go to the address you used when registering for the program, so make sure you check that particular email account, and not other email accounts you might have.

• How do I join the Naturally Thin You Private Facebook group?

You will find instructions in the Week 1 materials about accessing the private Facebook Group.

• I can only see the Week____ content, not all the weeks.

The Naturally Thin You Program goes on a week by week basis. You get access to the first week when the program starts and then are upgraded to the next week every seven days automatically. This ensures that you master the skills in your current week before moving on. Also, remember that you must be logged in to view the content.

• I am not receiving emails.

Our emails to you may have wound up in your spam filter, or one of the secondary folders used by Gmail. Make sure you add newsletters@eft4weightloss.com and newsletter@eftuniverse.com to your email contacts so that your email provider knows we aren't spam.

If you're using Gmail, find one of our emails and drag it into your "Primary" tab. Google will then ask you if you want to apply this to all emails from this sender; click "Yes" if your Gmail is set up with tabs.  Otherwise, check Gmails support page for troubleshooting your email here.

AOL and Yahoo email addresses are particularly problematic for emails landing in spam or not being delivered at all. AOL Help for resolving email is here. Yahoo Help for resolving email is here.

DO NOT EMAIL THE NEWSLETTER ADDRESSES AS THE EMAILS WILL NOT BE SEEN BY STAFF.

• When are the teleclasses held?

We'll email you a reminder a few days and hours before each teleclass.  Members can go to our Coaching Calls page (make sure you are logged first). That's where we'll update the page with all the upcoming call, latest dial-in/webcast info plus access replay archives so you can check in there anytime.   We suggest you use a phone or Skype if possible so you have the opportunity to interact with the host because a web browser doesn't offer the option to raise your hand or speak with the live call host.

• How do I listen online to the call?

Each call includes online listening instructions via event web link, Skype, as well as telephone dial-in instructions  on the coaching calls page.

• Will the calls and classes be recorded?

The teleclasses and Q&A calls will be recorded for your convenience and available within a day or two after the call occurs. You can use the same link you used to listen to the teleclass live and we'll post the calls on the site.

• I have received emails saying that I've purchased the program and emails saying I was declined, but I haven't been charged.

We're so sorry that this issue has come up for you! Occasionally we have problems like this with international credit cards. This is happening because our shopping cart accepted your card, but our payment gateway has declined it. Email us at support(at)universe(dot)com and we will assist you in completing the transaction manually.

• Nothing seems to work for me diet-wise.

Please post your challenges in the discussion group you'll find after you register. This way, other participants will have the benefit of the answers the coaches provide to your question.

• Can you please recommend an EFT practitioner?

You can find our certified EFT practitioners through our practitioner listings. Every practitioner listed is trained in Clinical EFT, and we review their cases each time they renew their certification, so you can be confident in their skills and grasp of EFT. Because the needs of clients vary so widely, no one practitioner is "the ideal practitioner" for everyone, and it's smart to get sample sessions from several practitioners before deciding on one.

• Which EFT practitioner do you recommend for my particular health condition?

You can search the practitioner directory by specialization in order to find out which practitioners focus on your particular problem.

• Can you recommend an EFT practitioner in my geographic area?

You can search the practitioner directory by location if you'd like face-to-face sessions with a practitioner. Many practitioners also work over the telephone, or use services like Skype.

• I've tried EFT and it's worked okay in the past, but I'm not having any success with this particular problem.

We suggest you do several things. Take a workshop to deepen your knowledge of EFT, and give you training in the detailed skills of Clinical EFT. Make an appointment with a certified practitioner. Read the free tutorials, and try the techniques explained there. Pick up one or two of the EFT books that are relevant to your problem. Type your problem into the search engine to find out how other people solved the same problem. If you use the thousands of free resources on this site, plus the many personalized opportunities you'll get through workshops and practitioners, you'll find even the most stubborn problems are often solved with EFT.

• I want a refund.

You can receive a full refund within 14 days of your purchase of the 6 week program. Simply email support(at)eftuniverse(dot)com with the word "Refund NTY" in the subject line. We will process your refund request in the order received.

Your return will be processed within 72 hours of your email to support(at)eftuniverse(dot)com--if it is within the refund window.

Keep in mind that refunds can take up to 14 business days before appearing on your credit card statement, depending on the issuing bank and/or billing cycle.

Do not email the newsletter@ email addresses for refunds.

 Meet our Support Desk!

We have a small dedicated group committed to supporting your efforts. We believe passionately in Naturally Thin You, and its ability to help you and others. Above is a list of frequently asked questions.  Please check them for your answers before emailing support at support(at)eftuniverse(dot)com. Because emails are answered in the order received, please allow 48 hours.

Please provide a DETAILED explanation of your issue, along with:

Send the above details to support(at)eftuniverse(dot)com

When you email support, please understand that emails are checked M-Th 9:00 am – 5:00 pm PST -- excluding US National Holidays. Behind the NTY scenes is a brick–and–mortar business with regular working hours. Emails received over the weekend and national holidays will be processed the following business work day.

Please allow 24-48 hours for a response.  

If your issue is complex, sometimes emails have to be escalated to the tech team before a response is given.  All emails are processed in the order they are received.

All the best, The Naturally Thin You Support Team