Frequently Asked Questions

1. Where do I download the software after I purchased it? Answer

2. I am having trouble using the software (ie. installing, food log, etc.) Answer

3. I ordered the Basic Training Deluxe package ($49.95), why do I only see a $20 + S&H purchase in my order history/receipt? or I see two different charges to my account but I only ordered 1 package. Answer

4. I tried to register but I don't think it went through, am I signed up? or I tried to register but I keep getting a transaction error. Answer

5. I tried to register but someone else has already used my e-mail address and/or username? Answer

6. I am having trouble signing in. Answer

7. I have multiple charges on my card but I never finished signing up. Answer

8. I received errors like "Warning: not valid mysql.sock result set" when I tried to register/use basic training? Answer

9. I am in Canada, can I sign up? Answer

10. I have a question for Bob, where should I send it? Answer

11. I need to restart Week #1. I did not mean to start yet. Answer

12. I am not receiving e-mail from getwiththeprogram.org or I received a blank e-mail. Answer

13. Can I order if I live outside the USA and Canada? Answer

14. I don't have a credit card, can I order by phone, check, money order, etc? Answer

15. How do I contact Bob for promotional appearances, speaking arrangements, product endorsements, etc? Go to Westport Entertainment.

16. I do not see the answer to my question here. Go to Contact Us and fill out a support ticket.

ANSWERS

1. Where do I download the software after I purchased it?

If you lost the link, Goto My Account and view the orders in your order history. There will be a link to the software download page on your order details page.

On the software download page, right click on the "Download Software" link and choose "Save target to disk..."

The file is called SETUP.EXE, it is the install program for your software. Download it to your desktop and run that program to install the software. The file is 6.37 MB large. You need to download the whole file for it to run correctly.

2. I am having trouble using the software (ie. installing, food log, etc.)

Please refer to our Software Support help page for all questions regarding use of the Diet and Exercise software.

3. I ordered the Basic Training Deluxe package ($49.95), why do I only see a $20 + S&H purchase in my order history/receipt?

The Basic Trainging Deluxe package is billed separately. The 12 Week Basic Training membership costs $29.95. The Deluxe add ons are sold separately through our webstore and are charged $20.00 + S&H. You will see your Basic Training membership for $29.95 listed under "Memberships" on the My Account page.

4. I tried to register but I don't think it went through, am I signed up? or I tried to register but I keep getting a transaction error.

If you did not get a page that says "You Are Approved!" Then your order did not go through. If you see "Free Membership" listed under "Memberships on the My Account page then you were not signed up for Basic Training and your card was not charged. Login here to continue your registration.

5. I tried to register but someone else has already used my e-mail address and/or username?

If your e-mail is taken more than likely you tried to sign up but did not complete the process. Login here to continue your registration. If only your username is taken, then someone else might have already signed with that name. You can still try to Login here to continue your registration.

6. I am having trouble signing in.

Make sure that you are using the correct CAPS and lowercase that you used when you chose your username and password. If it still doesn't work, you might not have been signed up. Refer to Question #4. If you know that you signed up for sure and you are typing in the correct username and password check to see if you have cookies turned on at least for our site. Refer to the Help section of your browser to find out how to turn cookies on. For Internet Explorer on Windows XP follow these instructions:

Goto:
Tools -> Internet options
Click on the Privacy tab.
In the "Websites" section choose "Edit.."
Type in the following websites.
www.getwiththeprogram.org then Hit allow
www.bobgreene.com then Hit Allow
getwiththeprogram.com then Hit Allow
bobgreene.com then Hit Allow
Hit it "Ok"You should then close/quit all your browser windows before you try to go back and log on.

You should also try to empty your Temporary Internet Files and Cache. This is also located in Tools -> Internet Options

7. I have multiple charges on my card.

When you were signing up you may have encountered problems with your billing address or credit card number and had to submit again. The charges you see were only authorization attempts and have been voided. Depending on your specific bank it may take 3-7 days for these authorizations to be dropped from your records. If you think you actually did order twice, goto the My Account section and make sure that there are not two orders for the same products in your order histroy.

8. I received errors like "Warning: not valid mysql.sock result set" when I tried to register/use basic training?

We had an overwhelming response to our website after Bob's appearance on Oprah. Our database server was temporarily unavailable for a few minutes. You should not encounter these errors again. If you were in the middle of registering please check the My Account section to see the status of your membership.

9. I am in Canada, can I sign up?

Yes, you can sign up if you are in Canada.

10. I have a question for Bob, where should I send it?

Bob cannot answer every question indivually, but he will select a few each month to answer and post in the Ask Bob section. You can send your question to writeme@getwiththeprogram.org

11. I need to restart Week #1. I did not mean to start yet.

Login to Basic Training and click the link at the top of the Week #1 welcome page to start Week #1 tomorrow. You can click this link at anytime to re-start Week #1 tomorrow. If you will be away on vacation, etc. and cannot start quite yet, just click the restart link whenever you get back and are ready.

12. I am not receiving e-mail from getwiththeprogram.org

Some of our e-mail to major ISPs (AOL, Hotmail, Yahoo!, etc.) either gets sent to the SPAM / JUNK / BULK folders or gets blocked all together. If you are not receiving e-mail from us please check these folders and contact your email provider to let them know you wish to receive e-mail from getwiththeprogram.org. Your e-mail address may also be incorrect in our system. Log into My Account and check to see if your e-mail is correct. Use the "Edit Info" button to edit your e-mail address. Our newsletter are sent in HTML format, please check to make sure that your email program is set to accept HTML email.

13. Can I order if I live outside the USA and Canada?

We currently can process orders for USA, Canada, and Australia. If you live in a different country you can try to sign up. Please use a detailed address with country so we can ship you the order correctly. Select "Other" from the list of ship-to countries under the shipping address boxes.

14. I don't have a credit card, can I order by phone, check, money order, etc?

We currently can only accept online credit/check card orders through our secure ordering system.