Using Live Advice

What is Live Advice?
What does powered by Ingenio mean?
How do I place a call to an 800 phone number?
How do I place a call from a "Call Now" button?
Is this service private and secure?
What if I click "Call Now" and my phone doesn't ring?
Can I use Live Advice if I have only one phone line?
What if the advisor I want to talk to isn't available?

Your Member Account

I'm a first time user, how do I register and/or receive my special trial offer?
I've already registered, how do I sign into my account?
Can I use the phone to access my account and make a call?
Why can't I sign in my account via the web site?
Is my account information safe?
I've forgotten my Password!
How do I add money to my account?
How do I find an advisor whom I've spoken with in the past?
How do I update my Personal Information?
How do I check my account balance and account details?
How do I cancel my membership?

Payment and Your Satisfaction

How much does it cost to talk to an advisor?
Who pays for a call?
Why do I have charges on my credit card statement from Ingenio?
Can I have unused funds refunded to my credit card?
What is your Satisfaction Guarantee?

Using Live Advice

What is Live Advice?

Live Advice, powered by Ingenio, makes it easy for you to get live, immediate advice and information from knowledgeable professionals over the phone and through email. Live Advice is a community-based service that values the feedback and ratings of its members. It is organized around directories of professionals with knowledge and expertise who list themselves under a wide range of subjects including counseling and therapy, relationship advice, tech help, taxes, and more. It's a secure and private service that connects you anonymously to the advisor you select and centralizes your transactions in a member account that you control. Live Advice is represented by these professional advice sites:

• Relationship Advice: www.liveadvice.com/relationship-advice
• Counseling and Therapy Services: www.liveadvice.com/counseling-therapy
• Tax Help: www.liveadvice.com/tax-help
• Tech Help: www.liveadvice.com/tech-help
• Tutoring Services: www.liveadvice.com/tutoring
• Computer Help: www.liveadvice.com/computer-help
• Life Coaching: www.liveadvice.com/life-coaching

What does powered by Ingenio mean?

Web sites with the "powered by Ingenio" logo rely on the Ingenio technology platform, which lets you use your member account information (member name or email address and password) to sign into all websites "powered by Ingenio".

If you see the Ingenio logo (below) and have already registered for a member account on any of the Live Advice websites, you will not need to register again. Just sign in to your account and start using the service.



How do I place a call to an 800 phone number?

• Find an available advisor with whom you'd like to speak.
• In the advisor listing, you will notice a toll free 800 number and an extension.
• Dial the phone number and enter the extension when prompted.
• After signing in to your account, we'll connect you to your chosen advisor.
• When your call is over, don't forget to leave your feedback using your touch-tone phone before you hang up.

How do I place a call from a "Call Now" button?

• Find an available advisor with whom you'd like to speak.
• Click the "call now" button which is located in their listing.
• After registering or signing in, your phone will ring.
• Press 1 on your touch-tone keypad to accept the call.
• When your call is over, don't forget to leave your feedback using your touch-tone phone before you hang up.

Is this service private and secure?

Live Advice technology is able to connect you privately with an advisor over the phone, while completely concealing your identity and phone number. The privacy and security of all your personal information (name, address, credit card number, phone number, email, etc) is of the utmost importance to us and we will never sell, share or disclose any of your personal information. We encourage you to review our privacy policy and the privacy and security section of this web site.

What do I do if I click "Call Now" and my phone doesn't ring?

If your phone doesn't ring, please check the following:

• Make sure you've entered the correct phone number. Sign in and go to "My Account", view details of "My Personal Info", make sure the phone number under "calling information" is the correct one and is selected by the radio button.
• If you're using the same phone line to make calls and connect to the Internet, remember to disconnect from the Internet immediately after clicking "Call Now," to free up your phone line to accept your incoming phone call.
• Make sure Privacy Manager (or any other system that blocks unidentified or 800 number calls) is not installed on your phone line. You may have to check with your local telephone provider.

Can I use Live Advice if I only have one phone line?

Yes. You'll need to remember to disconnect and free your phone line immediately after clicking the "Call Now" button so that you can accept your phone call. If you are dialing a toll free 800 number with the advisor's extension you will not need to disconnect from the Internet to do so.

What if the advisor I want to talk to isn't available?

If your selected advisor is unavailable, you may contact them by clicking the send mail button or arrange a call button from their advisor web page on Live Advice. For more information about these options, please review advisor availability options.

Your Member Account

I'm a first time user, how do I register and/or receive my special trial offer?

If you are eligible for a special trial offer, you'll need to register for a member account on Live Advice which is fast, easy and free. To ensure your activity on Live Advice is secure and private, you'll need to create an account before using the service.

On the web: From the sign in page, the registration process includes these few simple steps.

1. Create a member name and password.
2. Enter your email address. We'll need this on file incase you forget your password. You have the choice to opt in or out of Live Advice offers and we will never disclose or share your personal information with anyone. Please review our privacy policy.
3. Read & accept the member agreement.
4. Enter a valid credit card/debit card. Please note that your card will never be charged without your consent.
5. You're finished. If you are eligible for a trial offer you will receive it automatically. Now go ahead and make your call. Remember to go to "My Account" to view and edit your personal information and view your transaction details.

On the phone:

1. Dial the toll free number.
2. Enter your telephone number.
3. Enter a unique PIN (Personal Identification Number).
4. Listen to & accept the member agreement.
5. Enter a valid credit card/debit card. Please note that your card will never be charged without your consent.
6. You're finished. If you are eligible for a trial offer you will receive it automatically. Now go ahead and make your call. Remember to go to "My Account" to view and edit personal information and view your transaction details.
7. Please sign into your account on www.liveadvice.com and create a member name.

I've already registered, how do I sign into my account?

It's easy, just go to the Member Sign In link in the top right-hand corner on www.liveadvice.com and you'll be directed to the "Ingenio Sign In" box.

If you registered over the phone, you'll need to create a web account by clicking on Registered over the phone.

Can I use the phone to access my account and make a call?

Yes. Simply dial the toll free number that is displayed and sign into your account by entering your phone number and unique PIN. Or you may access My Account page via the web site at www.liveadvice.com by sign in with your member name and password.

Why can't I sign in to my account via the web site?

If you're unable to sign in, please verify that you're using the correct password. Remember, your password is case sensitive. If you still can't sign in, you may be using the wrong password. Go to Forgot your password and enter the email address under which you registered and the phone number associated with it, and we'll email your password to this email address.

If you need assistance, please contact Customer Support by filling out this online form.

Is my account information safe?

Your privacy is very important to Live Advice/Ingenio. Your name, phone number and other personal information are never revealed during calls, and we continue to be a licensee of TRUSTe, a third-party "watchdog" which audits our privacy practices to make sure that we meet the standards of TRUSTe's Privacy Program. Learn more about our privacy policy.

I've forgotten my Password!

If you've forgotten your password and have a telephone number registered, go to the forgot your password page and enter the email address under which you registered and the phone number associated with it. We'll send your password to this email address.

If you need assistance, please contact Customer Support by filling out this online form.

How do I add money to my account?

You can add money to your account in several different ways. We accept Visa, MasterCard, American Express and all credit cards, debit cards, ATM cards or check cards that are emblazoned with a Visa or MasterCard logo.

From "My Account" page, go to "Payment Information" and click on Add to My Account. You'll then have the option of choosing the amount you'd like to add. You will also be given the option to add money to your account when you are on the phone before and during your call.

How do I find an advisor whom I've spoken with in the past?

On the web, you are able to view the complete list of advisors you've ever contacted by going to "My Account" and viewing My Favorite Advisors section. From this page, you are able to personalize your view by sorting and editing to include those advisors you'd like to include as your favorites.

From the phone, you'll be able to access the list of your favorite advisors and initiate a call quickly with them by selecting "my favorite advisors" once you're prompted.

How do I update my Personal Information?

All your personal information is secured and available in the "My Account" section which you may access by signing in with your member name and password. You may update your personal information at anytime by going to the web site and signing into your account this way. Go to "My Account" and click on "view details" of the "Personal Info" section, then make your updates and remember to press "SAVE" at the bottom.

How do I check my account balance and account details?

You can easily view and manage all of your account activity, including your account balance, transaction details, monthly overview and call details, through the "Payment Info" section of "My Account".

How do I cancel my membership?

We value your participation as a Live Advice member and hope you'll contact us to address any issues that may have prompted you to close your account and cancel your membership.

If you choose to close your account, please submit a request to Customer Support and select "Cancel My Account" in the title dropdown menu. It may take up to 3 days for your account to be closed permanently.

Billing, Payment and Refunds

How much does it cost to talk to an advisor?

Each advisor set their own rate per minute, which is displayed in their listings. The cost of your call will be based on how many minutes you speak to your chosen advisor and that advisor's rate per minute.

Who pays for a call?

If you are a new member to Live Advice/Ingenio you may be eligible for a special trial offer. Thereafter, you are responsible to pay your selected advisor's rate per minute. You may also receive special offers on occasion from your favorite advisors inviting you to speak with them.

Why do I have charges on my credit card/debit card statement from Ingenio?

All your Live Advice transactions will appear as "Ingenio" on your credit card statement. Charges to your card are only done by Ingenio after we receive authorization.

Can I have unused funds in my account refunded to me?

If you have money left over after a call, you can use it to talk to other advisors. You can also request that the balance in your account be credited back to your credit card or bank account by filling out our Customer Support form.

What is your Satisfaction Guarantee?

We want every call you make on Live Advice to be a satisfactory experience for you. If it isn't, you may request a credit to your Member account for the amount of the call, up to a limit of $25. Contact Customer Support to learn how to apply for a refund.

To receive a refund, we ask that you do the following:

• Leave detailed, written feedback on the advisor's feedback page describing why the call was unsatisfactory.
• Give the advisor a one-star feedback rating.
• Fill out and submit our Customer Support form within seventy-two (72) hours of the call for which you'd like to be credited. Please include the call's time, date and amount.

We will review your claim and reserve the right to credit your member account, either partially or in full, for the transaction. We reserve the right to refuse a refund.

For us to credit your member account, you must have a registered valid card with us. We will not credit your member account for the initial five dollars ($5) you received as a new member offer. Member account credits are made in Ingenio dollars and are useable for future calls. We will reimburse up to one unsatisfactory call per month.