How can we help?

Can I use NEWNEI for free?

Yes. The free Spark membership lets you explore the whole app, see what is inside every Hub, read along in the Community, and enjoy Roy's public teaching and the Help Center. The programs, your coaches, and a personal reply from an expert open up when you become a paid member. It is a real taste of the family before you commit.

Getting an invoice or VAT receipt

You can always receive a proper invoice for your purchase, including your company VAT number if you need one for your accounts. Reply to us with: - the email address you bought with, - your order number, which is in your purchase confirmation, and - the exact billing name, address, and VAT number you would like on the invoice. We will send the invoice by email, usually within one business day. Payments and invoices are handled through our payment provider, so the receipt carries all the details your accountant needs.

How do I join NEWNEI?

Getting started is simple. Create a free account (sign up), and you are in as a Spark (free) member: you can look around the whole app, read the Community, and follow Roy's public teaching. When you are ready for the real work, choose a membership on the membership page. One membership unlocks the whole app; you can pay monthly (Glow), yearly (Radiance, the best value), or once for life (Luminary). See newnei.com/membership for the current plans.

Joining a live event or webinar

To join a live event or webinar, use the personal joining link in your registration confirmation email. We also send a reminder with the link shortly before it begins. If you cannot find the link, reply with the email address you registered with and we will resend it. Sessions are usually recorded, so if you cannot attend live, or you are in a different time zone, you can watch the replay afterwards in the same place you find the joining link. If you would like the start time in your own time zone, tell us where you are and we will work it out for you.

Requesting a refund

We want you to feel good about your purchase. If a program is not the right fit, you can request a refund within the money-back guarantee period shown at checkout and on your purchase confirmation. To start a refund, reply with the email address you bought with and your order number, and we will take care of it for you. Refunds are processed through our payment provider back to your original payment method, and the money usually takes a few business days to appear. If you are not sure whether you are still within the guarantee period, send us your order number and we will check for you.

Trouble logging in or your videos will not play

If you cannot log in, or your lessons show a grey screen and will not play, these steps fix it in almost every case: 1. Sign in with the same email address you used to buy the course. 2. Use the "Forgot password" link to set a fresh password, then sign in again. Check your spam folder for the reset email. 3. Try a different browser, or an incognito or private window, and turn off any ad blocker for the page, which can block the video player. 4. If the video still will not load, hold Shift and reload the page to clear a stuck player. If you are still stuck after that, reply with the email address on your account and we will get you back in straight away.

What is Direct Connect, and what do members get?

Direct Connect is a direct line to Roy or a NEWNEI expert. As a welcome gift, paid members get a free personal reply, and it grows with the plan: Glow (monthly) gets a personal text reply; Radiance (annual) gets that plus a personal audio reply; Luminary (lifetime) gets those plus a personal welcome video. It is our way of getting you comfortable reaching out for support.

What is included in a NEWNEI membership?

One membership unlocks the FULL app, no matter which plan you choose: every program in every Hub (the courses, self-treatment, and all the healing work), the full Community (post and join groups and cohorts), the ability to reach real people through your Coaches and Direct Connect, and your own personal healing journey, tracked and yours. Members also get a personal Direct Connect welcome gift from Roy or a NEWNEI expert that grows with the plan.

What membership plans are there?

There are four levels. Spark is free: look around, read the Community, and enjoy Roy's public teaching. The paid memberships all unlock the whole app and differ by how you pay and the welcome gift: Glow (monthly), Radiance (annual, the best value, save versus paying monthly), and Luminary (lifetime, one payment and it is yours forever). See newnei.com/membership for the current prices.

Will I receive a certificate?

Yes. When you complete a training you receive a NEWNEI certificate of completion that you can download and keep. It confirms that you finished the program. Please note it is a certificate of completion from NEWNEI, rather than a state-issued or licensing qualification, so whether it is recognised for professional practice depends on the rules of your own country and field. If you are training to use the work professionally and need to know about formal recognition, tell us your country and what you would like to do, and we will give you an honest answer.