Frequently Asked Questions

General FAQs

If you already know which coach you’d like to work with then head over to the  Book a 1-to-1 page. Here you will find a list of all our coaches.

  1. Click on one of our coaches you will be presented with a booking calendar.
  2. Select the date you are interested in
  3. Then select an available time slot.
  4. If you aren’t available on any of the available slots or there are no slots available on your date please try another.

You can also take a look at our global booking calendar which shows the availability for all of our coaches. 

You can find your session link in the booking confirmation email you received when you made your booking.

You can also find the link to your meeting in your “My Account” page where you can see a list of your upcoming and previous sessions. Click “View” on the session you’d like to join then click “Click here to go to your meeting” found under the order details.

Video Conference FAQs

Make sure you have allowed lightningsmart.co.uk to use your devices microphone and camera – in Chrome a message will appear in the top left of your browser, click allow. You will only have to do this the first time you join a meeting.

You will then see the meeting window – simply enter your display name and click “Join meeting”. 

You have now joined the meeting, if your coach hasn’t joined yet you will see your own cameras view until they do.

Yes. You can join your meeting by tapping “Launch in web” when you login to the session page.

First make sure you have a working camera and microphone on your device. If you have a working camera and microphone make sure you have given permission for the session to use your capture devices. If you have not you will see a notice in the session window. In Chrome click the “Allow” button in the dialog that appears in the top left.

If you see an error at the bottom of the session window:

You need to give access to use your capture devices.

Step 1: In Chrome click the video camera icon on the right hand side of the web address bar:

Step 2: In the dialog that appears click on “Always allow https://lightningsmart.co.uk to access your camera.

Step 3: To give access to your microphone click on the microphone icon on the bottom of the session window:

Step 4: Repeat step 2 by clicking on the video camera icon in the web address bar and this time allowing your microphone access:

Step 5: Refresh the web page. If a dialog appears asking for permission to use your camera and microphone click “Allow”

It’s possible your coach hasn’t join the session yet. If you can see your cameras view that means you are the only participant on the call.

It’s possible your coaches’ video is turned off. 

Check your device volume is turned up and if using headphones ensure they are properly connected to your device.

If your headphones have independent volume control or mute check this as well.

It’s possible that the coach is muted. You can see if they are muted in the bottom right of their “user window”:

If you’re still having trouble contact Lightning Smart support on the details below.

First check you have a working camera, that it is switched on and remove the lens cover if you have one.

Secondly ensure you have granted permission for your browser to use your camera. See: “I can’t get my camera and/or microphone to work” above.

If you have successfully joined the session and you have allowed access to your capture devices check that you have video turned on:

If there is a line through the video icon at the bottom of the session window click it to activate your video:

If you are still having trouble check your device settings to ensure the camera is being detected and working correctly.

If you have successfully joined the session and you have allowed access to your capture devices check that your microphone is turned on in the session:

If there is a line through the microphone icon at the bottom of the session window click it to activate your microphone:

If you are still having trouble check your device settings to ensure the microphone is being detected and working correctly.

This could be caused by a number of issues but is most likely due to internet connectivity. 

If you are using internet over a cell network (e.g. 4G) try moving to an area with better reception. 

If possible try to connect to a Wi-Fi network for better internet connectivity.

If your time slot has begun and your coach has not joined please get in touch with Lightning Smart support on the contact details at the bottom of this page. We will help you as quickly as possible.

When you first join your session you may see the following message in the session window:

You do not need to install this extension to join your session.

If you need to get in touch with us urgently please call us on the number at the bottom of your booking confirmation email.

Still have a question? Get in touch:

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