Customer FAQ

Your access email is usually sent within a few minutes of purchase, to the same address you used at checkout. That same address is also what you'll log in with, so the first thing to check is that you're looking in the right inbox.

If you're in the right inbox and still don't see it, please check your spam, junk, or promotions folder. This is by far the most common reason it's missed, especially with Yahoo, Outlook, and Hotmail addresses.

Occasionally, delivery can also fail if your mailbox is full and can't accept new mail. Worth a quick check that you have space available too.

Still can't find it? Use the Contact button below, and we'll resend it or send you a direct login link right away.

A small number of mobile browsers (this has come up mainly on certain iPhones) occasionally load the page in desktop view instead of switching to the mobile layout, which can make things look squeezed or out of place.

To fix it:

• On Safari (iPhone): tap the "aA" icon in the address bar, then choose "Request Mobile Website."

• Alternatively: try opening the link in a different browser, such as Chrome.

Either of these should switch the page to the correct mobile layout right away. If it still doesn't look right, let us know what device and browser you're using and we'll help track it down.

Once you log in and click into either Volume One or the Complete Collection, the first thing you'll see is the sleep journeys themselves. No need to click through anything else first.

Click into any journey to open its player. From there, you can:

• Stream it — press play right on the page

• Download it — on desktop, use the download link shown next to the player; on mobile, tap the "Attachments" tab on the journey's page

If the page looks cut off, oddly sized, or otherwise not quite right rather than simply hard to navigate, see "The page looks broken or won't fit on my phone" above. That's usually a display issue rather than a missing-content one.

There's no subscription and no recurring charges. It's a one-time purchase:

• $12 gets you your first two sleep journeys, yours to keep

• If you'd like more, there's an optional, one-time upgrade to the Complete Collection for $42, which unlocks all twelve journeys total

Either way, you pay once. Nothing is billed monthly, and there's nothing to cancel.

Yes. If the journeys aren't the right fit for you, just reply to your confirmation email and we'll process a full refund.

In most cases, your access to the Sanctuary stays open even after a refund, so there's no pressure either way. You're welcome to keep exploring if you'd like to.

You can log in anytime at wanderers.lioraeldrin.com using the email address you purchased with.

If you've forgotten your password, use the "reset password" option right on the login page. Enter your email and follow the steps to set a new one.