Frequently Asked Questions

The Piano Masterclass is laid out in the exact sequence you should follow.

1. To begin open "Piano Masterclass 2024" in your course library. 
2. Click the red button at the right side of the progress percentage circle that says "Start Course". It will take you to the very first lesson.
3. If you already made some progress, the same red button will now be named "Resume Progress", and it will take you straight to the video you were on.
4. If you wish to look for a specific lesson to watch again, you can pick the level you want to open on the top white bar, it starts with a red home logo, then with Levels 1, 2, 3, etc. Scroll down, and scroll right and left to find the lessons.
5. You have to read the content or watch the videos in order, step by step, then do the practical assignments, if applicable.
6. Make sure to clear up or search for any technical concepts you don't understand.

Stephen recommends fully dominating the current module you are on before continuing with the next one. It doesn't matter if you do the same section 5, 10, or 20 times until you feel 100% comfortable as you will need that expertise in the following steps.

Please click the following to see a tutorial on how the Piano Masterclass page works:

https://www.ridleyacademy.com/website-walkthrough

For additional questions reach out to [email protected]

For Masterclass owners only.

You can access all downloads in a module called "Downloads" in your course library.

Here is the link: https://www.ridleyacademy.com/products/downloads

Please download the file using this link:

https://www.ridleyacademy.com/music-made-simple

If you want to reset your password follow these simple steps:

1. Go to this link: www.ridleyacademy.com/login
2. (Optional) If it takes you to your Library you can log out (by clicking on your Avatar in the top right corner).
3. Once you are in the Login page click on “Forgot Password” underneath the "Sign In" button.
4. Type the email you used to purchase the offer.
5. You will receive an automatic email with a unique link where you can input your new password.

* The Ridley Academy account is linked to the email used to make the purchase. If you want to create a login for a member of your family please email [email protected]. Please give us the list of full names and individual email addresses of your family members you want us to create accounts for.

** Note that the unique link will expire after 6 hrs. Your password won't change until you access the link above and create a new one.

*** If you don't see the automatic email please check your spam folder. Sometimes it takes an additional minute to arrive.

If you are still having trouble with your password please reach out to [email protected]

One of the most common reasons for a flunked quiz is that the item asks you to pick multiple options, normally 2 or 3, and students pick only 1. Please go back and see if that's the case. Select all applicable answers.

If not, you would need to watch the video again and pay close attention to the data, open the quiz again, and write the answer you think is right. It should be the correct one now.

If you are still having difficulties passing the quiz, please take a screenshot, reach out to [email protected], and tell them what module are you on and the quiz you are on.  

Please contact our instructor via the Facebook bubble popping up on the course page or direct email to [email protected]

Identify yourself with your name and email so we can verify you are a masterclass owner.

Please be specific about where you are at (module/level/video/exercise) and tell us about the specific difficulties you are facing so we can help you out.

Here are some alternatives (assuming your internet connection is fast).

1. Try using another web browser: sometimes people use Safari and it won't run, and then they use Chrome, Firefox, or Opera, and it works better, for example. 
2. If you are using a mobile device and the videos don't run, you can clean the cache (more information is to be found in Google depending on your device).
3. You can switch to a tablet or computer, etc.
4. Put the mouse pointer over the video screen. Click on the gear symbol at the bottom right corner of the video to see at what speed the video is set to run, if it’s set to a 4k resolution and your internet connection is not fast enough, the video will be stopping all the time. Change the video quality and see which works best for you.

Please try this method and check these settings to fix this issue.

If you are still having technical difficulties please reach out to [email protected]

If you did all the steps of the lesson and you still don't have 100% progress, there are some items to check:

1. Click “Complete Lesson” after every lesson and watch all videos. That should give you 100%.
2. If not, there's an incomplete video. You would need to go back and complete it.
3. Incomplete or flunked quizzes won't let you reach 100% completion. Go back and correct any wrong answers.

If you did all of the above and you still didn't reach 100% on your lesson, please reach out to [email protected] and provide the section/module/level you are on and share any screenshots you have so we can assist you.

For Piano Masterclass owners only.

To access our exclusive Lifetime Mentoring group go to your course library and find "Piano Mentorship Group". You will see the instructions to join.

Here is the link: https://www.ridleyacademy.com/products/piano-mentorship-group

The group was built on Facebook. If you don't have a Facebook account you are free to open one, but if you don't want to use Facebook, it's ok, we will respect your decision.

Note: Make sure you answer all group questions and provide the email used to register for the Piano Masterclass, as sometimes the email linked to the Facebook account is different and we are not able to verify that you are a masterclass member. This group invitation can't be shared with people outside the masterclass.

If you requested access and you haven't been approved yet, it might be in progress to be approved. It also means that we were unable to verify that you were a masterclass member, in which case you should contact support and provide all the information related to your request.

Make sure you follow the group rules established by the community.

If you are concerned about not being approved yet, please reach out to [email protected]

If you can't find your purchase receipt, please check your spam folder. It's sent automatically at the time of the purchase. If you can't find it in your spam folder, the most common reason is that your email address is misspelled, in which case we need to manually find it for you.

Please reach out to [email protected] if you have any of the following cases:

1. If you would like to customize your invoice's information.
2. If you found a duplicated payment.
3. For information on your billing date.
4. For information about installments, how many are left, etc.
5. Any errors regarding your invoice.

Stephen mentions that you don't need to have a piano to complete the first 2 levels.

In fact, there's nothing to worry about. There's a module on Level 2 called "Piano Shopping", with all you need to know before buying a piano.

If you don't have the financial means to get a new piano, you can always check these websites:

https://www.craigslist.org/

https://pianoadoption.com/free-pianos/

**Disclaimer: We don't have any association/partnership with these pages. We are not responsible for any problems/issues the students may have with these websites. These websites were actually recommended by people from our Mentoring Group community as they had a good experience with them.

If you are having excellent results and you wish to refer the course to someone you know, you can contact our team member Roxanne.

You can also earn a commission if they purchase the course.

[email protected]

Doing the course yourself is an exceptional experience, imagine if your family learns piano with you!

We can give access to the course, up to 5 family members. All you have to do is send the list of names and email addresses of your family members to [email protected] and they will create accounts for all of them without extra cost.

Stephen comes from in a small village in South Yorkshire, England. 

3-20 minutes/day is the minimum.

The most important part is the consistency. 10 minutes/day every day will give you better progress than 70 minutes once a week.

In our experience, it is more about the curriculum than the location.

We have had tutors use the Ridley Method to teach their pupils in person with great success. 

But a well-structured online course has proven to be successful time after time.

Please contact our Support Team to receive assistance:

[email protected]

or call : +1(213)375-53-80,10:00 am - 4:30 pm EST, Mon - Fri.

REFUND AND GUARANTEE POLICY

Your enrollment is a commitment. Refunds are conditional.1-Year Success Guarantee

If, after completing 100% of the program, including the final video, you see no measurable progress, you may request a refund within 12 months of original purchase.

To qualify, you must:
1.Complete the full course, including all levels and exercises.

2.Submit the final video as instructed in Level 10 – “Get Certified.”

3.Cooperate with the Instructor during the review process, allowing the Instructor to assess progress and provide any necessary feedback or additional guidance.

If, after completing these steps, the student still feels that the course has not helped them improve as a pianist, they may request a refund by submitting a written explanation detailing:

•⁠ ⁠Why the course did not meet their expectations, and

•⁠ ⁠In what ways the program did not help them become a better pianist.

Refunds beyond 12 months are not permitted under any circumstances.

IMPORTANT: Life events (e.g. illness, job changes, relocation, loss of a person) do not necessarily qualify for refunds. By enrolling, you accept this and waive any refunds.

If your purchase was made through a financing company, such as but not limited to Affirm, Afterpay, or others, your refund eligibility is determined by the terms and conditions set forth by the financing provider at the time you agreed to their payment plan. Therefore, their policies supersede Ridley Academy’s internal refund policy when financing is used. For any questions or clarifications, please contact [email protected]

Dispute and Chargeback Policy

At Ridley Academy, we are committed to providing transparent and fair support to all our students. We understand that issues or misunderstandings may arise, and we encourage all students to contact us first so we can assist directly and resolve any concerns promptly.

Before filing a dispute or chargeback:
Students are required to reach out to our support team at [email protected]
to discuss any issues related to their payment, course access, or refund request. In most cases, our support team can resolve the matter quickly without the need for third-party involvement.

Once a dispute or chargeback is initiated:
Please note that once a student files a dispute or chargeback with their payment provider or financing company, Ridley Academy is no longer able to issue a refund directly. The dispute process is then managed entirely by the payment processor or financing company, and all communication must go through them until a decision is reached.

If the dispute or chargeback is resolved in Ridley Academy’s favor, the decision is considered final, and no additional refunds will be issued for that transaction.

Important:
Initiating a dispute without first contacting Ridley Academy may delay resolution and can negatively impact both parties. Disputes and chargebacks also carry financial and reputational costs to our business. For this reason, we kindly ask that students give us the opportunity to resolve the matter directly and amicably before pursuing a formal claim.

For any questions or concerns regarding payments or refund eligibility, please contact us at [email protected]