My audio won't play: troubleshooting

This guide gets your audio playing again. The most common cause of a dead link is simple: SMS download links expire after 7 days, showing a 410 or "expired" error, but your session is never lost. It stays in the member portal.

Prerequisites

• The email address you used for your purchase or booking (this is how you sign in to the portal).

Steps

1. Check whether your link has expired. SMS download links work without signing in but expire after 7 days. If you see a 410 or "expired" message, that's all that has happened: your session is safe.
2. Sign in to the member portal. Go to members.norwestwellbeing.com.au and enter the email address from your purchase; we send a 6-digit sign-in code (no password). See sign in to the member portal.
3. Play or download from the portal. Open your session in the portal and play it there, or download it to your device.
4. Need a link again? Request a fresh one. From the session page in the portal you can request a fresh link.
5. Check your email and SMS. Delivery notifications arrive by email and/or SMS. Check spam and confirm you're looking at the right address and number.

Troubleshooting

If you can't sign in to the portal itself (no code arriving, or a corporate network blocking the email). See trouble signing in. If the audio still won't play after signing in, contact hello@norwestwellbeing.com.au with the email address on your purchase and we'll fix it. Note that links expiring is normal behaviour, not a fault: the portal is your permanent access point, and expiry details are covered in download links and expiry.