Webinar Support & FAQs

This page addresses issues related to webinars.

If you have never attended one of Marshall’s webinars or had audio issues in the past, we ask that you arrive 30 minutes before start time so we can try to resolve these issues. This applies to both paid and free webinars.

A manual is also available here.

Please Note: Due to the volume of attendees, we can only provide limited support for free webinar attendees.

I received a receipt from PayPal for my order but I did not get my access instructions for joining the webinar.

Be sure to check your spam/junk mail folders. Final reminder emails with instructions and a join link go out 24 hours and 1-2 hours before the start of the webinar. In some cases there may be another email a day or two earlier.

You may contact us with the form below 12–24 hours before the start of the webinar if you do not receive your 24 hour reminder. If you wait more than 12 hours, we may not be able to resolve the issue in time.

If you need to contact us for access link support for…

… a paid webinar, paste your emailed PayPal receipt in its entirety into the specified field in the form below.

… a free webinar, enter the name and email address you used to register in the fields provided.

Also, please be aware that access links are sent from


Please whitelist this address ASAP — whether or not you have a spam blocker activated.

I won’t be able to make it to the free webinar. How do I cancel?

Enter the name and email you used to register in the form and we’ll send a confirmation request to that email asking you to confirm the cancelation.

A note: We appreciate you notifying us when you know you can’t make it! It may seem trivial for a free webinar, but because we have limited capacity, you’re doing a fellow artist a service by letting us offer your seat to someone on the waiting list. So thank you!

I won’t be able to make it to a paid webinar. How do I cancel and get a refund?

Full refunds are given up if you cancel up to 72 hours (3 days) before the start of the webinar. The refund is 80% up to 48 hours and 60% up to 24 hours before the first session. There are no refunds for sold out webinars within 24 hours of the first session unless we have a waiting list and can fill your seat in time. Deadlines are based on Pacific Time. There are no partial refunds for missed sessions and no refunds once the seminar has begun.

To request a refund, paste your emailed PayPal receipt in its entirety into the specified field of the form below.

I can’t find my login or my Paypal receipt and they aren’t in my spam.

The email address you provided may have had a typo so the emails couldn’t reach you. Explain the issue in description field and provide your name, email (the one you meant to type!), and your mailing address (postal, not email) in the Paypal field so we can look for your record.

If you have another webinar-related issue, please provide as much relevant information as possible.

We try to respond within 24 hours.

• • • IMPORTANT • • •

If you do not see a reply from us within 48 hours, it is likely that you or your ISP has a spam blocker that is keeping our emails from getting through. This has been happening for us mostly with hotmail addresses. Please correct the situation and contact us again OR provide a different email address where we can reach you.

Be sure your email is valid or we won’t be able to reach you!

I’m sorry — the contact form is not currently working. Please contact the webmaster instead. Thank you!