General Questions

• If I upgrade my account, do I lose what I have already paid for?

  Nope. Just submit a support ticket and we are happy to refund the unused portion of your membership.
  
  For instance, if you signed up for a monthly membership and decided in the middle of the month to upgrade to a yearly membership, we would dive what you paid in half and send you a coupon code so that you save that money off your new membership.
  
  Basically, you do not lose time or money when upgrading.

• Does gold membership include ALL of your material, even what you sell on dvd's?

  Yes. As a GOLD member, you get access to every single lesson that we have created. So, any DVDs or lesson samples that you see on the site are included with the GOLD membership.

• Premium or GOLD? What's the difference?

  A premium membership grants you access to only (1) site. A GOLD membership gives you access to ALL of the sites. For example, a premium member to the Jazz site can not view the lessons on the Gospel, Blues, Funk, Rock or Latin sites. However, a GOLD member can view ALL lessons and freely move between Jazz, Latin, Rock, Funk, Gospel and Blues.

• Is there any written music that can be downloaded on any of the lessons or any arrangements?

  Yes. All lessons come with written music that can be downloaded as part of your membership (premium or GOLD). There are also MP3 and MIDI files available for download. These materials are yours to keep, even after your membership ends.
  
  If you are a member, the sheet music is found on each lesson page under the SHEET MUSIC tab.
  
  If you purchased a DVD or a download, the sheet music link or code will get emailed to you or be printed on the DVD.

• Can premium members download the sheet music?

  Yes. Premium members can download the sheet music for which ever style they chose. So, for example, a Blues site member can download all of the sheet music for the Blues lessons, but not for the Jazz lessons. GOLD members can download ALL sheet music for ALL sites.

• How often do you add NEW material, and does ALL of that go onto the online lessons?

  Each week, Willie adds a new lesson to the site. This means that there is always new material being added and GOLD members can constantly be challenged with new lessons. Willie goes 'in order' so each site gets a new lesson every 6 weeks.

• Is there any charge for the trial account?

  No. The free trial is just that...free. You will not be charged. In fact, you will not even be asked for a credit card. The only information you need to provide is your name and email address. Yes, we will send you emails, but we will not bombard your email box. You can also unsubscribe your email address and still use the site!

• If I signup for one month to try it, can I upgrade to a yearly membership?

  Yes. Within your account, you can easily add or renew your membership. If you need help we are an email or phone call away.

• I signed up for a Jazz premium membership. Can I move over to another style?

  Yes, as long as you are moving to the same billing timeframe. So, if you are a monthly member for JazzPianoLessons.com and want to move to a monthly PlayBluesPiano.com membership, we can do that.
  
  However, if you want to move from say a yearly membership to a monthly membership, you will need to cancel your current membership and signup for the new monthly membership.
  
  Contact us and we'll help you.

• Can I EASILY cancel my account?

  Absolutely. To cancel your account: 1) Login 2) click on payments 3) click cancel. If you paid via PayPal, you will need to cancel from within your PayPal account. Directions on how to do this are in the help area.

• Do I need any special equipment to use the site?

  No. The movies play using a standard flash player. Most likely, you already have everything you need. The most important equipment is a high-speed Internet connection. Test the site with a free trial and then you can easily upgrade to a full membership.

• Can I request a lesson?

  Yes. In fact, we encourage it. Within the site, there is a lesson request form where you can put in your own request.
  
  There is no guarantee that we'll be able to do the lesson. We try to find lessons that are applicable to a broad-base of students.
  
  So, if you request a very obscure song that would only be known to a few people, we will probably not be able to do a lesson on it for you unless it can apply to other music.

• Can I download the lessons to my computer?

  Yes, only as a GOLD member. GOLD members can download (1) chapter per day to their computer to burn to DVD or transfer to an iPod.

• Can I Pay via Check or Money Order?

  Yes! Just send your check or money order to:
  
  JAZZEDGE
  PO BOX 1440
  East Greenwich, RI 02818
  
  Once we receive and process your payment, your order will be completed.

• My question is not answered. I still need help.

  Please note that we prioritize current and potential student questions first. Due to the volume of support requests, if you are not a current or past student or interested in placing an order, we can not answer general music related questions at this time.
  
  If you need further assistance, please submit a support ticket here: http://www.pianowithwillie.com/help.
  
  You can also call us at 1-401-331-0000.

Membership Questions

• Does sheet music come with the lessons?

  Yes! As either a Premium or GOLD member, you can download the sheet music that goes with the lesson. The music is yours to keep, even after your subscription ends.

• Are there backing or "Jam" tracks available?

  Yes! As either a Premium or GOLD member, you can download mp3 backing tacks that go along with the lesson. The tracks are yours to keep, even after your subscription ends.

• If I subscribe today, do I get a full month?

  If you signed up for a monthly membership today, it will renew again in exactly 1-month from today. So, if you signup on January 15th, it will renew on February 15th at 12:00am.
  
  So, in other words, memberships start on the day that you subscribe...not on the first of each month.
  
  If you subscribe today for a recurring monthly membership, you will be billed again one month from today.

• How much does a membership cost?

  
  
  Memberships rebill automatically.

• How does this site compare to others?

  

• Can I burn downloaded files to a DVD?

  Yes, depending on your software, you may need to convert the file first. A free video conversion software can be found here. On a Mac, the m4v files can be dragged and burned using Roxio's Toast software. On windows, you can use NERO to burn the DVDs. Here are the instructions for NERO:

  1. Insert a blank DVD into the DVD writer drive. Open Nero Vision. Make sure when opening to specify DVD-Video.
  2. Click the "Import" button and select "Import Files" from the drop-down menu. When the browser pops up, select all of the M4V files you wish to convert and burn with Nero.
  3. Click the "Open" button to exit the browser and open the M4V files. Put the files in the order you wish them to play, then click the "Next" button. The "Edit Menu" screen will be displayed. Here you can edit the menus and change names or load different menus, but the defaults work just fine.
  4. Click the "Next" button when finished to go to the "Preview" screen. Here you can check the results of the menu options by pressing the "Pre-Render" button.
  5. Click the "Next" button to bring up the "Burn Options" screen. The parameters for burning and transcoding can be set here. By default, Nero Vision will encode the files to the correct resolution and automatically set the bitrate to match the space available on the DVD while still creating compliant Mpeg2 files.
  6. Press the "Burn" button, located where the previous "Next" buttons were, to start the transcoding of the M4V files. After completion, the menus will be encoded and the files will be burned to the DVD.

Downloadable Lesson Questions

• How big are the downloads?

  Each lesson is broken into chapters to make it easier to download. Each chapter is about 30-50mb. A complete lesson is about .4-.6gb in size.

• Do I get the sheet music with the download?

  Yes. There is a link in the download area for you to download the sheet music and mp3/MIDI.

• What software do I use to play the files?

  There are many free software choices. We recommend that you use iTunes or QuickTime.

• How do I use VLC

  You can find a nice VLC tutorial at this address: http://www.videolan.org/doc/play-howto/en/ch03.html

• What file type are the videos?

  The videos are a standard m4v file.

• Can I burn downloaded files to a DVD?

  Yes, depending on your software, you may need to convert the file first. A free video conversion software can be found here. On a Mac, the m4v files can be dragged and burned using Roxio's Toast software. On windows, you can use NERO to burn the DVDs. Here are the instructions for NERO:

  1. Insert a blank DVD into the DVD writer drive. Open Nero Vision. Make sure when opening to specify DVD-Video.
  2. Click the "Import" button and select "Import Files" from the drop-down menu. When the browser pops up, select all of the M4V files you wish to convert and burn with Nero.
  3. Click the "Open" button to exit the browser and open the M4V files. Put the files in the order you wish them to play, then click the "Next" button. The "Edit Menu" screen will be displayed. Here you can edit the menus and change names or load different menus, but the defaults work just fine.
  4. Click the "Next" button when finished to go to the "Preview" screen. Here you can check the results of the menu options by pressing the "Pre-Render" button.
  5. Click the "Next" button to bring up the "Burn Options" screen. The parameters for burning and transcoding can be set here. By default, Nero Vision will encode the files to the correct resolution and automatically set the bitrate to match the space available on the DVD while still creating compliant Mpeg2 files.
  6. Press the "Burn" button, located where the previous "Next" buttons were, to start the transcoding of the M4V files. After completion, the menus will be encoded and the files will be burned to the DVD.

• Can I play the movies on my iPod/iPhone?

  Yes. In newer versions of iTunes (free), you can choose Advanced > Create iPod or iPhone Version to convert the movie file to play on your device.

• How do I download the FLV files?

  To download the FLV files, you can just click on them and choose 'save' if asked. you can use the free Wimpy player to play these files. To download the m4v or mp3 files (which open in Quicktime or iTunes), please right-click or control-click on a Mac. Next, depending on the browser you are using, look for a save target link as... or download link as... option.

  The filename might look weird, so we have shown you the last 10 characters of the filename so you can rename it to something easier to remember.

• My question is not answered. I still need help.

  Please note that we prioritize current and potential student questions first. Due to the volume of support requests, if you are not a current or past student or interested in placing an order, we can not answer general music related questions at this time.
  
  If you need further assistance, please submit a support ticket here: http://www.pianowithwillie.com/help.
  
  You can also call us at 1-401-331-0000.

Shipping Questions

• How long does shipping take within the US/CANADA?

  We ship packages within 48 hours using the U.S. Postal service. Depending on the shipping method you chose, packages generally arrive within a week or less to their destination.

• How long does shipping take INTERNATIONALLY?

  First Class International can take up to 1 month or more depending on the destination. Priority Mail International takes -usually- between one and two weeks. Once it leaves our office, it is in the post office's hands and we can not control the speed.

• Can I download the DVD while I wait for the shipment?

  Yes. However, it must be setup manually. Please submit a support ticket along with your invoice # here: http://www.pianowithwillie.com/help.
  
  We'll be happy to set it up for you. This might take 48 hours to setup.

• I bought the DVD, where do I download the music?

  If you are looking for the sheet music, goto http://musicfordvd.com. If you purchased a download version of the lesson, instructions will be emailed to you showing where to download your lesson.

• My question is not answered. I still need help.

  Please note that we prioritize current and potential student questions first. Due to the volume of support requests, if you are not a current or past student or interested in placing an order, we can not answer general music related questions at this time.
  
  If you need further assistance, please submit a support ticket here: http://www.pianowithwillie.com/help.
  
  You can also call us at 1-401-331-0000.

Credit Card Billing Questions

• My credit card is expiring, how do I update it with you?

  After you login to your membership account, you can click on the payments link to both see your recent payments and update your credit card information.
  
  You can also use this form to change the card that is charged.

• How do I change the credit card on file?

  To update your card, just login to your account, click on Payments and look for the UPDATE CREDIT CARD link.

PayPal Billing Questions

• PayPal canceled my subscription...why?

  Making financial changes to your PayPal account such as updating credit card or banking information will cancel your monthly membership subscriptions. This is a not something we control nor can we update for you.
  
  To restart your subscription, follow these steps:
  
  1) Log in to your account where you had your subscription.
  2) Select the membership from the list on the right.
  3) Scroll down the list and click the purchase/process order button.
  4) Continue to follow the payment process to complete the payment which will start your subscription over.
  
  IMPORTANT! If you were paying a different rate than our current price, please submit a support ticket here: http://www.pianowithwillie.com/help. Include the product(s) you were subscribed to, the user name you use, as well as the price you were paying. Once we verify the details, we will try to reinstate you at the previous rate. If it has been more than 30 days since the cancellation, you will need to re-subscribe at the current rate.
  
  
  
  
  

• How do I cancel a Paypal subscription?

  1. Login to your PayPal account.
  2. Click on the Profile link. Don’t choose any of the drop-down items, just click on “Profile” all by itself.
     
     
     
  3. Look under the Financial Information column and select the Pay List link.
     
     
     
  
  
  
  4. Click on the subscription you want to cancel. Look for the company name: JazzEDge. the subscription number will be different than the one shown in this image.
     
     
     
  
  
  
  5. Click the Cancel link.
     
     
     
  
  
  
  6. Confirm the cancellation.
     

GOLD Membership Level Questions

• Can GOLD members download the lessons?

  Yes, GOLD members can download (1) lesson chapter per day. The video format is M4V or audio mp3. You can download BOTH the audio and video file at the same time.
  
  Remember, each lesson contains about 8-12 chapters. So it would take you 8-12 days to download the complete lesson.
  
  However, most students do not download all of the chapters for a lesson...they pick and choose.
  
  For instance, there is no need to download the intro video.

• I lost my daily download, can you "reset" the 1-day limit?

  Unfortunately no. Due to the system setup, it is not possible to reset the download link.
  
  However, all past downloads are now saved in your account. As long as your account is active, you can come back to download the chapters.