INDEX OF TOPICS

This is an index of commonly asked questions that we see come through to our customer support team. Please review the responses below before contacting the support team as you may be able to resolve your query faster than our team may be able to get to your ticket.

I’m not receiving RCP emails or login information

As a first step please ensure you are checking your junk/spam folder to ensure you have not missed any confirmation emails (you will need to click on the confirmation link to solidify your subscription and receive any further emails). If you do not have anything in your spam/junk folder please follow the steps below.
 
One reason that you may not be receiving our emails is because a third party (seperate from ourselves and our email delivery system) may have blacklisted your email address.
 
In order to fix this we just need you to please shoot through an email from your email address (email) – if this is the one you’ve been using to try and sign up – to support@kartra.com that says something along the lines of:

“Hello,

My name is <add your name> and I would like to have my email address whitelisted with yourself and any other email provider to ensure I am receiving updates from the Root Cause Protocol. The email address I would like you to whitelist is: <add your email>

Thank you,
<add your name>
 
Please also save and whitelist support@therootcauseprotocol.com to your contacts.

MY PASSWORD ISN’T WORKING

Please ensure you are typing the password exactly as you see it in your login information email.

If you have been copying and pasting the password directly from the email, please try typing it manually.

It may be worth also trying another web browser or device to see if that will assist.

Please ensure you close down any existing windows (where you have tried to login) and clear your browser cache (if you do not know how to do this please google the instructions for your specific browser).

Forgot Password/Reset Password

Forgot Password / Reset Password

  • Login to your Kartra membership (if you can’t remember your password, you can initiate a reset here)

  • Go to the top-right corner of your screen and locate the ‘My Profile’ icon.
 
  • Just click on that link and you will be able to change your password from there.

I want to Update my payment information

You can updated your payment information within Kartra by heading over to the billing portal here.

If you signed up for the subscription using PayPal you will need to update your payment details within PayPal itself, by logging into your PayPal account (unfortunately this is out of our scope).

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