Rest assured, we'll take great care of whatever it is you need. Making sure you are 100% satisfied is our number one priority when it comes to customer service. We've put together the information below so you can get the answers you're looking for on the fly.
Don't see what you're looking for? Locate the LIVE CHAT feature on our site and start a chat with us. We're ready to help however we can!
I NEED SOME TECH SUPPORT. WHAT SHOULD I DO?
The first step may be to see if your issue is addressed on this page. Or, if you'd prefer to talk to someone, please don't hesitate to contact us.
I'VE FORGOTTEN MY YM360.COM USERNAME OR PASSWORD. HELP!
- Reset your password here. See the follow steps for further help.
- Enter the email address associated with your YM360 User Account.
- You will receive an email with a link in it. Click this link.
- You'll be taken back to youthministry360.com to a "Reset Password" page where you'll be prompted to log-in with a temporary password. Click "Log In."
- You'll see a prompt that asks you to change your password. Do so in the field provided. The click "Save."
- This is your new password for your YM360 User Account. Make sure you keep up with it, as your account unlocks all YM360 Freebies and provides a nice Account History.
I PURCHASED A DIGITAL PRODUCT BUT AM NOT SURE HOW TO DOWNLOAD IT.
The easy solution is to simply login to your YM360 User Account, click on the "downloads: purchases" tab and all your files will be here. Find your download and click the link associated with it. Clicking this link should initiate a download, assuming you have not exhausted your allowed downloads/IP address restrictions.
WHAT IS A ZIP FOLDER AND WHY IS THE ANSWER TO THIS QUESTION SO IMPORTANT?
A zip folder is a compressed folder containing lots of folders and files. This is how we deliver most of our purchased digital resources. So, you'll need to know how to open this folder once you download it. Once you've downloaded and saved, simply right-click on the file folder and choose "extract all" in the pop-up menu. Or you Mac users, just double click on the zipped folder to open.
MY DOWNLOAD WAS INTERRUPTED OR IT DIDN'T WORK THE FIRST TIME. WHAT SHOULD I DO?
Log in to your YM360 User Account and click on the "downloads: purchases" tab. Find your download and click the link associated with it. Clicking this link should initiate a download, assuming you have not exhausted your allowed downloads/IP address restrictions. If you're still having trouble, please don't hesitate to contact us.
I DOWNLOADED A DIGITAL STUDY OR FREE RESOURCE AND I CAN'T OPEN IT.
Virtually all issues of this type are due to software issues on the computer attempting to download the file/folder. Here are some pointers that should help you get started troubleshooting the issue:
Many of our FREEBIES are downloaded in compressed folders called ".zip" files. These folders must be "un-compressed" before they can be accessed. You'll need to make sure your computer has compression software installed and up-to-date. Consider downloading WinZip (http://www.winzip.com) or 7-Zip (http://www.7-zip.org) if your computer does not have compression software installed. Some of our FREEBIES aren't in folders but are individual .pdf files. You must have a PDF reader to access these files. We recommend Adobe Reader. You can download it free here. (www.adobe.com/reader) Make sure your machine has completed the download. Often, in their excitement to access the awesome free content from YM360, our customers will try to open a file that has not yet fully downloaded. Patience is a virtue, you know. If you've taken these steps and still have issues, please don't hesitate to contact us.
HOW DO I ACCESS THE NATIVE VIDEO FILES FROM MY MEDIA DISC ON MY YM360 PHYSICAL PURCHASE?
Insert your Media Disc into your computer. MAC users = Right click on the disc to open it. WINDOWS users = locate the disc through using the "my computer" area. Look for the folder labeled "Data." Open the "Data" folder and you'll see the native files of the respective videos. The .mov file is ideal for Mac users (Quicktime), whereas the .mpeg file should work best for those using PC's (Windows Media Player).
HOW DO I UPLOAD AN E-VOTION TO FACEBOOK FROM MY YM360 PRODUCT?
Make sure you're logged in to Facebook. Then, drag to your desktop the E-votions you want to upload. Go into Facebook and follow Facebook's instructions for uploading images. When given the option to select an image to upload, simply choose one of the E‐votions you have on your Desktop. Once you've uploaded the E‐votions, message your students. Have them read the devotions and respond on your wall, or in the comment section.
I CAN'T OPEN A LEADERS GUIDE, STUDENT WORKSHEET, OR OTHER PDF. WHAT SHOULD I DO?
You'll need a program that allows you to view PDF's. We suggest Adobe Reader. You can download it for free here. (http://get.adobe.com/reader)
I CLICK ON THE TEACHER PREP VIDEO LINK IN MY LESSON PLAN AND NOTHING HAPPENS. HOW CAN I VIEW TEACHER PREP VIDEOS?
If you're having trouble clicking through to a Teacher Prep Video, try copying the link and pasting it directly in to your web browser's address window. This should fix any issues you have. Or type it in.
I'M HAVING TROUBLE ACCESSING A DOWNLOADED FILE ON MY IPAD.
There's good reason for this. Most of our downloaded files are contained in .zip folders. Your computer will handle these folders, but your iPad will not. Also, unless you download an app that will allow you to read PDFs, it could be tricky for you to access the downloaded lessons that aren't contained in .zip folders.
CAN I PLACE AN ORDER ON THE PHONE?
If you'd prefer, sure! Dial 888.969.6360 and let the fun begin.
HOW FAST ARE ORDERS PROCESSED AND SHIPPED?
All YM360 orders are processed when the order is placed -- it's sent to our warehouse where shipping will take place with in 24 hrs of your order (Mon thru Fri). All orders placed prior to 12PM central time will ship same day! See our shipping policy for more details.
HOW CAN I TRACK MY ORDER ONCE IT'S PLACED?
When you place an order, you'll receive a confirmation email from YM360. It will have all the info you need to follow-up on your order once it's been placed. You simply login to your account, click the "Orders" tab, and locate the respective order you're inquiring about. You'll be able to see the details of your orders on this page.
You will receive an email from us when your order ships with tracking information.
CAN I PAY WITH A CHECK?
Sure, but we'll need to make sure we receive the check before we can ship your order. This method will get an invoice generated and issued to you for the payment to be made. Paying by check could delay your order completion by up to two weeks, just meaning that ordering through our online store allows it all to happen the same day and check payments just take more time. If you want to pay by check, please don't hesitate to contact us.
CAN I BE INVOICED FOR AN ORDER?
Please see above answer about paying by check.
WHAT ABOUT SALES TAX?
We currently charge sales tax in several states. Taxes will appear in checkout if taxes are applicable to your purchase. Not all products are taxed equally: for example, digital products are non-taxable in some states.
If your church or organization is exempt from sales tax, we are happy to update your account to be tax exempt. Before placing your order, simply email your sales tax exemption certificate to email@example.com from the email associated with your account, and we will quickly respond once we've adjusted your account to be tax-exempt.
HOW MANY TIMES CAN I DOWNLOAD A DIGITAL PURCHASE?
When you purchase a digital resource from YM360, you are granted access to download the resource three times. You are then welcome to share with your church through your choice of file sharing means (Google Drive, Dropbox, etc.) If you have any questions regarding this policy, please don't hesitate to contact us. We'll be happy to answer any questions.
WHAT IS THE YM360 REFUND POLICY?
We have unique guidelines that come from our heart to serve you. Our guidelines are this: if you aren't completely satisfied with your resource, and we can't help you find a way to use it, we'll refund it (except for digital purchases, see below). We're serious about serving youth workers with excellence and we hope these guidelines communicate our commitment.
If you are eligible* for for a refund, our guideline is one of 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If all is approved, then your refund will be processed, and your credit will automatically be applied to your credit card.
* Event Resources purchases for Disciple Now and Retreat Weekends are not eligible for refunds. Our team will be happy to discuss this with you if you have questions.
To return your product, you should mail your product to Returns, 2190 Parkway Lake Drive Suite A, Birmingham, AL 35244, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
HOW DO I INITIATE A RETURN?
We hope you never have to return a YM360 resource. But if you do, please don't hesitate to contact us. It all starts by letting us hear from you.
CAN I RETURN A DIGITAL RESOURCE?
Technically, no. However, if you're not satisfied with a digital resource, please don't hesitate to contact us and we'll see what we can do.
HOW MANY TIMES CAN I DOWNLOAD A FREEBIE FROM YM360?
You're allowed to download a freebie three times before your download link expires.
WHAT ARE THE TERMS AND CONDITIONS FOR USE OF YM360 BIBLE STUDY RESOURCES?
You'll find our Terms Of Service by clicking here.
HOW DO I UNSUBSCRIBE FROM THE YM360 NEWSLETTER?
Are you sure you want to do that? Really? OK, we won't hold it against you . . . Seriously, it's pretty easy. At the bottom of the email you'll see a link that will allow you to unsubscribe from our list. Don't worry: we'll still be friends.
DOES YM360 SHIP INTERNATIONALLY?
Yes! We love serving youth workers all over the globe. You can check out shipping rates to your location through our checkout process. In some cases, you can pay customs duties and taxes as part of the checkout process. Read more about our international shipping guidelines.