Customer Support

Connecting with Nicole and the BreakAwake Offerings

             I want to speak with Nicole or have a one-on-one consultation:

Nicole no longer sees individual clients or conducts one-on-one consultations. This is why we created the global Heal with Nicole Community, so that Nicole’s content and support can reach more people! This unique monthly membership is designed to provide you with all the knowledge and support you need as you walk beside people who understand your pain and speak your language. Nicole, Lisa, and their guest experts will be with you every step of the way as you take your healing to the next level, going LIVE with you on Zoom twice a month, and answering questions daily in a private online group. Heal with Nicole is the best way to maintain a direct relationship with Nicole and her team and to be part of this global community. To read more, click here  To join us, click here. 

       I’m new to this work and the BreakAwake site. Where do I begin?

We suggest beginning with the FREEDOM FROM CHRONIC PAIN course. You can get your first lesson free and then decide! It embodies the foundation of Nicole’s theories and practices, and will guide you through the work gently and patiently, with Nicole holding your virtual hand. It is self-directed and doesn’t require you to show up live for anything, so you can do it at your own pace. You have a year from the time of purchase to complete it, and that is plenty of time! If you’re looking to interact with Nicole live, the HEAL WITH NICOLE COMMUNITY is the best place to start.

       I’m a beginner - is Heal with Nicole right for me?

Heal with Nicole is an opportunity for people in the beginning of their journeys who are just learning about TMS to connect with those who are mentors in our community… and everyone in between. Being surrounded by like-minded people is such an essential part of healing, and we all come together to keep each other going. Many members say that our twice-a-month live meetings are the highlight of their months. Click here to learn more and join us.

  Where can I find JournalSpeak instructions?

You can learn how to JournalSpeak HERE.

     I’m a practitioner, teacher, alternative clinician, nurse, doctor, therapist, community leader, etc. and I would like to bring this work to my people. How do I best do this?

The Sarno X Sachs Solution, our practitioner training, provides a deep dive into everything behind MindBody suffering - brain science, nervous system regulation, mindset management, the ANSR (Allow, Name, Stay, Release) and more for chronic recovery of all kinds. You can use this depth of knowledge to bring MindBody healing to your own communities. So glad you are on this path! Click here to learn more and get access to the first module for FREE.

   Do you offer Continuing Education Credits (CE’s) for the Sarno x Sachs Solution?

Yes! 18.75 CEs for many professions. Please go here for information on CE’s. If you don’t see your profession on the list, you can provide your licensing board with the information and they can make decisions on a case-by-case basis. 

     Where do I order Nicole’s new book MIND YOUR BODY?

Please go here to order your copy of MIND YOUR BODY and receive special extras just for book buyers—downloadable worksheets to deepen your practice and a free trial of the Your BreakAwake Membership!

   If I purchase MIND YOUR BODY through Audible, do I still receive the bonuses?

Yes! Regardless of where you purchased MIND YOUR BODY, you're eligible to receive bonuses. All you have to do is share your email HERE and we'll send them your way!

   I have a story I would like to share on the Podcast.

Please email [email protected] with the subject line: “Podcast Story” in order to be considered as a guest on the Podcast. Please note, we receive many requests, but we consider all of them. You will be contacted if we would like to schedule an interview!

       Do you offer content for children or teens?

We are excited to offer our first specialized content for Gen Z (teens and young adults). Please go here to check it out!

If your GenZ-er wants to ask us questions or get involved in our Gen Z community, please have them write an email to [email protected] with GEN Z in the subject line!

   I have BOTH Chronic Pain and Anxiety. Which course should I take first?

We recommend taking the Freedom from Chronic Pain course first. It embodies the foundation of Nicole’s theories and practices, which will help you recover from both Chronic Pain and Anxiety (which is a Symptom Imperative). For specific Cognitive/Behavioral support with Anxiety in all its manifestations, Freedom from an Anxious Life has specific tools to help reduce daily anxiety and builds skills to respond to Anxiety and Panic Attacks in the moment.

     My Freedom from Chronic Pain course is missing videos for some lessons. Is this correct?

Yes, not all lessons include video content—some are designed with downloadable materials only. Specifically, Lesson #2 and Lesson #11 do not have video or audio components, so be sure to check for the accompanying downloads instead.

   I have questions about Omega?

Please go to eomega.org. Workshops and event sign ups are available from the homepage under “Workshops”. To sign up for Nicole’s annual Freedom From Chronic Pain Retreat, please sign up through Omega, here.

If you are interested in the Omega retreat recording talks, please go here https://www.yourbreakawake.com/live-from-omega

       Are you running any discounts, promotions, or scholarships on any of your products?

When discount codes are being offered, they are announced on all of Nicole's social channels and podcast. If you are not seeing any active codes, that means none are running at the moment. Make sure you subscribe and follow Nicole everywhere she posts so you never miss a thing!

Podcast: The Cure for Chronic Pain with Nicole Sachs, LCSW (or wherever you get your podcasts)
Instagram: @nicolesachslcsw
Support Circle Facebook Group: A supportive space to share your journey, exchange insights and connect with peers who understand. Engage with a community of like-minded individuals, including experienced members who have been doing this work for decades. The Facebook group is included with all membership levels, starting at $2.99/month. Join us!

Sign up for her newsletter on our website (submit the form found at the bottom left of every page).

Member Account Information

    I'm a Heal with Nicole member. For the live Q&A calls with Nicole, should I submit my questions in advance, or ask them live during the call?

Questions are answered in real time during the Q&A session, so there’s no need to send them in ahead of time. If you’re looking for a quicker response, you can also post your question in the exclusive Facebook community, where Nicole provides feedback between calls!

     As a member, how do I sign up for weekly texts?

 You can sign up for Nicole's weekly texts by logging into your account, selecting "Your BreakAwake Membership," and navigating to the "Weekly Texts from Nicole" section.

If you need help, you can also watch the orientation video for your membership level:
➡️ BreakAwake Membership Orientation HERE 
➡️ Heal with Nicole Membership Orientation: HERE

   Where do I go to LOG IN?

Please go here to login to your member portal. https://www.yourbreakawake.com/login

Use the email and password you used when making your purchase.

   I forgot my password.

Click Forgot password? on the LOG IN Page

Go here for step by step instructions.

If your email address exists in our database, you will receive a password recovery link [email protected] at your email address in a few minutes. Make sure to check spam.

If you receive an error message stating that your Reset Password Token is invalid, then your reset link has expired. Please repeat the steps to reset your password.

   I want to change my password or my password is expired.

Go here for step by step instructions.

 I am unable to LOG IN at all.

Please confirm that your email is the same as the email address associated with your purchase. Ensure that you are entering it exactly, as the LOG IN is case-sensitive.

Reset your password. The reset email is sent to that email address. Proceed to reset your password and LOG IN with your new login credentials.

   If you are still having trouble:

Please try logging in from a different browser and/or clearing your browser's cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache: 

Using Google Chrome? Read Google's Support Guide on Clearing Cache and Cookies.

Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.

Using Firefox? Read Mozilla's Support Guide to delete browsing, search, and download history.

   How do I cancel my membership or change the credit card information on my membership?

Please go here to cancel or update your membership. You are welcome to rejoin at any point.

 I didn’t receive a newsletter?

Please double check that [email protected] is added to your contacts to ensure our emails are not being routed to SPAM. Please also double check the PROMOTIONS tab in your email.

 How do I access the Free Lesson?

Please login using the email and password you created when you signed up for the Free Lesson. When you entered your email address for the FREE LESSON, you should have received an email from us with instructions on how to create an account/password. Please CHECK SPAM and locate this email, as it will allow you to access your free lesson.

Follow the instructions for logging into your Member Account above if you have issues with logging in to view it.

Purchase Information

   I purchased one or more courses, but I was not at a healthy enough place in my life to follow through with them. I feel ready now and know they will be beneficial. Is there a way to access these now?

Please send your receipt of purchase to [email protected] and we will determine the best way to get the courses to you. We are glad you feel ready to make lasting changes now!

   Where do I find the product I ordered?

If you ordered a course (FREEDOM FROM CHRONIC PAIN, FREEDOM FROM AN ANXIOUS LIFE, OR THE SARNO X SACHS SOLUTION), you will find it in your Member Portal. Please LOG IN here using the email and password you used when making your purchase.

If you ordered a meditation, recorded mini retreat, Live from Omega, our Gen Z offering, or anything that arrived as a download - you received an email containing instructions for accessing this. Please double check your spam and promotions TABS and make sure to add our email to your contacts to ensure that you receive all emails from us!

 I forgot to put a discount code in when I made a purchase or I missed a promotion.

Unfortunately, discount codes cannot be offered retroactively. We encourage you to always check our newsletters/website/instagram/FB communities to make sure you are aware of any discounts and promotions we are currently offering. 

 Can I get a refund?

Unfortunately, as is standard practice, we do not offer refunds on digital products. Please refer to our Terms of Service. We encourage you to take full advantage of the product you purchased. Healing is difficult work, and your initial reaction may be resistance at work! Just keep swimming. Our products have been helpful and impactful to thousands around the world. We want this for you, too.

   Why is the Member Portal not loading?

• Check your internet connection.
• Is your browser up to date?
• Have you attempted to LOG IN with a different browser? If not, try accessing your account with a different web browser (e.g., Safari, Google Chrome, Firefox, etc.).
• Your page may not load properly if your browser is blocking your web content. Clear your browser's cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:
  
  Using Google Chrome? Read Google's Support Guide on Clearing Cache and Cookies.
  Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.
  Using Firefox? Read Mozilla's Support Guide to delete browsing, search, and download history.

• Try playing the video in a private browsing window. Here are a few commonly used browsers and their support guides on how to open private browsing windows:
  
  Using Google Chrome? Read Google's Support Guide to open a New Incognito Window.
  Using Safari? Read Apple's Support Guide to open a Private Browsing Window.
  Using Firefox? Read Mozilla's Support Guide to open a new Private Window.

   A video in the portal is not playing properly.

To troubleshoot videos that are not playing properly:

• Check your internet connection.
• Is your browser up to date?
• Have you attempted to LOG IN with a different browser? If not, try accessing your account with a different web browser (e.g., Safari, Google Chrome, Firefox, etc.).
• Your page may not load properly if your browser is blocking your web content. Clear your browser's cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:
  
  Using Google Chrome? Read Google's Support Guide on Clearing Cache and Cookies.
  Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.
  Using Firefox? Read Mozilla's Support Guide to delete browsing, search, and download history.

• Try playing the video in a private browsing window. Here are a few commonly used browsers and their support guides on how to open private browsing windows:
  
  Using Google Chrome? Read Google's Support Guide to open a New Incognito Window.
  Using Safari? Read Apple's Support Guide to open a Private Browsing Window.
  Using Firefox? Read Mozilla's Support Guide to open a new Private Window.

 I am unable to download a video I purchased. 

• Check your internet connection and speed.
• Double check that you have enough space on your hard drive to store the video.
• Check to see where your Downloads are routed to ensure you are looking in the correct place.
• Is your browser up to date?

 Do I have lifetime access to the product I purchased?

You have access to the downloaded content for life, and you have access to the digital courses (FREEDOM FROM CHRONIC PAIN, FREEDOM FROM AN ANXIOUS LIFE, OR THE SARNO X SACHS SOLUTION) for a year from purchase. We recommend downloading all content linked in email (anything other than course content) as soon as you receive access, and double checking if it has been downloaded properly. We are not able to re-send content in the future, so this is especially important!

Checkout or Payment Issues

 How is the charge listed in my back account?

The charges for our products appear with a description of “NICOLE SACHS BREAKAWAK” on credit card and bank statements. For purchases made upon site launch in summer 2024, your credit card statement may read “THE DHARMA INITIATIVE”. This is still us! We changed the name on the charge because it was causing some confusion.

 Checkout Error: "Your postal code is incomplete."

This message can occur if you are  outside of the United States or Canada or if your zip code is unrecognized or not required. Please leave the zip code blank if this applies to you.

 Checkout Error: "Your card is not supported for this currency."

This message indicates that your credit card is not able to make international payments. Please contact your bank for further assistance.

 Checkout Error: "Oops! It looks like something went wrong. Please try again."

This message can occur for a variety of reasons, such as:

• Country-specific regulations.
• Your credit card brand is not supported by Stripe.
• Your currency is not supported by Stripe.

Unfortunately, we are not able to accept alternative forms of payment like checks or online money transfers.

   Checkout Error: "An unexpected error occurred."

This message can occur if you have not entered your credit card information correctly. Please verify the accuracy of the credit card information you have entered.

Thank you for joining us on this incredible journey of Chronic Pain, Anxiety, illness, and symptom recovery. If your question was not answered her, please click around our website www.yourbreakawake.com. There is so much information there, and you are likely to find what you are looking for!

If you are still needing support, please write to us at [email protected] and indicate your question that was not covered in this email.

 Checkout Error: "An unexpected error occurred."

This message can occur if you have not entered your credit card information correctly. Please verify the accuracy of the credit card information you have entered.